FAQ

Directus answers some frequently asked questions. Down the page, you’ll find the form to contact us directly.
SIZE
How to measure your foot to order the correct shoe size

CARING FOR THE SHOES
How can I take care of my Directus products?

Smooth and granular leathers
All smooth or granular leather must be cleaned using a clean, dry, and soft drape to remove excess dirt and dust. To brighten the colour, you can apply a small amount of neutral shoe polish and then buff with a soft drape. Avoid direct contact with any substances containing alcohol (solvents, perfumes), oils (make up), or abrasives. Avoid exposure to sources of heat. Do not expose to humidity: in case of direct contact with water, let dry naturally in a fresh and well-ventilated place.
Paints and laminates
Clean with a clean, dry, and soft drape to remove excess dirt and dust. Painted leathers are particularly sensitive to colour shifts, so we recommend avoiding contact with any other material. Always place the shoes in the two bags provided in the package. With laminated leathers, the metal finish is extremely delicate and subject to grazes. Once it has deteriorated, it cannot be renewed. This is not a defect, but a specific characteristic of the material. Avoid direct contact with any substances containing alcohol (solvents, perfumes), oils (make up), or abrasives. Avoid exposure to sources of heat or sunlight. Do not expose to humidity: in case of direct contact with water, let dry naturally in a fresh and well-ventilated place.

Suedes
Use a brush with soft bristles to delicately clean the suede and keep the original effect of the material. If necessary, use a specific, colourless hydro-repellent spray to protect the suede from humidity, only applying it when the shoe is dry. The suede is absorbent and can easily stain. Avoid any contact with materials that could release the colour. Avoid direct contact with any substances containing alcohol (solvents, perfumes), oils (make up), or abrasives. Avoid exposure to sources of heat. Do not expose to humidity: in case of direct contact with water, let dry naturally in a fresh and well-ventilated place. Glitter Kid leather, being a suede with glitter finish, must be cleaned with a clean, dry, and soft drape in order not to prevent removal of any glitter, as once are removed, it cannot be reapplied.

Cloths
All the cloths used in making Directus shoes are delicate and must be handled with care. Clean with a clean, dry, and soft drape to remove excess dirt and dust and avoid contact with any sort of solvent. For the cloth Crepe Satin, avoid excessive abrasion and any contact with rough surfaces, as the threads of this fabric cannot be fixed once they are damaged. Star Mirror cloth, which is particularly delicate because of the superficial metal finish, must be handled with care and could develop wrinkles if bent too much.

Crystals and accessories
Crystals and studs applied on Directus footwear are delicate accessories and must be handled with care. Clean with a velvet drape and avoid contact with any surface or material that might damage or scratch them. Also avoid contact with water, any sort of solvent, or exposure to direct sunlight and heat. Always place the shoes in the bags provided with the package.

Fine leathers
All fine and semi-fine materials are quite delicate and need adequate care. Clean with a clean, dry, and soft drape to remove excess dirt and dust. Do not apply any sort of substance on the leather that could negatively interfere with the tanning. Atmospheric conditions, heat, and use may lift the scales from the fine materials: this is a peculiar characteristic of the material and is not considered a defect. Avoid direct exposure to sunlight and direct sources of heat and humidity.
ORDERS
How can I purchase a product?
To purchase a product, you will have to select the size and colour (if available) that you desire from the catalogue and add it to your cart. You can then continue shopping on the website for additional products or proceed directly to payment. We remind you that you can purchase a maximum of 10 products in a single order. To purchase more identical products, you simply have to modify the amount of the chosen product in the cart. If the required amount is not available, a notification will appear. If you add a product to the cart by mistake, you can delete it with the dedicated “delete” button next to the product on the cart page.

How do I know if a product is available?
When you access the product page and select the size, a button will appear that will allow you to add it to the cart. This means that the product is still available. In cases where a product is not available, the message “notify me when available again” will appear. By clicking on this message, you can submit your email address to be notified when the desired shoes are available again in your size.

Is it possible to order a shoe size that is not available?
Yes. We make it possible to order finished sizes or sizes that are currently absent from the list of standard sizes. These orders are subject to different return policies and shipment times, since they depend on production time. Furthermore, there could be variations on price compared to the shoes available in the catalogue. We ask that clients who would like to order tailored shoes to please contact us directly by email.

If a product is not available anymore, can I anyway order it?
Yes. Directus is both a vendor and manufacturer. Therefore, we provide the opportunity to order currently unavailable shoes, even those not subject to future restocking. For these kind of orders, however, we apply the same rules as with unavailable shoe size: different return policies, different shipment times, and different prices. We ask that clients who would like to order out of stock shoes to please contact us directly by email.

Can I make a gift-order?
Yes. During the purchasing process, you just need to put the recipient’s address as the shipment address and yours as the billing address. If you wish to include a note in the package with a personal message, simply contact us by email.

Is it possible to buy a coupon?
Yes. Just sent us an email specifying the amount of the coupon and the address of the recipient. We will provide you with a payment form and send the coupon-code to the recipient. This code is to be written in the cart page during the purchasing process and will automatically subtract the coupon-amount from the total bill. In addition, you can include a personal message in the initial email that will accompany the coupon-code.
PAYMENT METHODS

PayPal
When you will click on “CHECK OUT NOW” to proceed with the payment, you will be redirected to the PayPal website. PayPal will ask you your access credentials, and if you are already registered, you can confirm the payment.

Credit cards
When you click on “CHECK OUT NOW” to proceed with the payment you will be redirected on PayPal website. If you don’t have a PayPal account and prefer to pay with credit card, you will have to click on the grey button “Pay with debit or credit card” as shown in the below image



If the grey button does not show the option “Pay with debit or credit card”, please delete the cookies through your individual browser and repeat the purchase.

To pay with PayPal or credit card through PayPal is one of the safest payment methods. Neither Directus GmbH nor third parties will in any way hold data that you exchange with the PayPal platform. Please read our privacy policy to learn more.

Bank transfer
Our information to make a bank transfer is:

Holder: Directus GmbH

IBAN: DE32 6805 0101 0013 6992 64

Please put the code of your order as the purpose of the transfer (memo).

As soon as we receive confirmation that the payment has been submitted, we will send you the merchandise you ordered. Keep in mind that bank transfers usually take 1-3 working days according to your bank.

Cash on delivery
By choosing “cash on delivery” as your payment method, you can easily pay the courier directly when the merchandise is delivered to you. Please keep the cash amount required ready for the courier to simplify the delivery.
For cash-on-delivery orders, we ask you for a contribution of 4€ to supplement the use of our couriers.

SHIPMENT

What types of shipping are available?
Directus relies on express couriers for deliveries in the whole Europe.

How much does shipping cost?
Our shipping is completely free.

How will I know where my shipment is?
As soon your order is given to the courier, you will receive a confirmation email with the tracking number for your shipment. With this number, you can follow the status of your shipment directly from the courier website and estimate when the shipment is due to reach you.

What happens if I’m not personally available at the time of delivery?
At the time of delivery, a receipt will need to be signed. In cases where nobody is available at the specified address, the courier will leave a note in your post box with instructions on how to obtain your merchandise as soon as possible.

I still have not received my order, what can I do?
If your order was not delivered in the expected time, we suggest you:
● Verify the shipment status with the courier website using the tracking number we provided with your shipment confirmation email.
● Check that the address you provided was correct.
● If you found a notice of non-delivery left by the courier, you can personally go to the branch indicated in the note to pick up your shoes.
If you have any further question, we invite you to contact us.

To what countries do you ship and with what shipping times?
We ship throughout Europe with shipping times varying from 4 to 7 working days (or 2-3 working days for shipments to Italy and Germany).

RETURNS AND REFUNDS

Can I return a product if I’m not satisfied?
Sure. If you are not satisfied with your order, you can implement the right to return your product(s) within 14 days of delivery (working days are calculated based on the proof of successful delivery, see Terms and Conditions).
All products must be returned undamaged (unused, in the original packaging, and with all the accessories originally provided). Therefore, we ask you to try the shoes on a soft surface, such as carpets or rugs, so as not to damage the sole or any other parts of the product.

How can I make a return?
To make a return you just need to:
1.  Download the return form at the following links, according to the place your return will be shipped from.

Return form for shipments from Italy
Return form for shipments from other EU countries

If you paid by credit card or cash-on-delivery, include your bank information of the account you want to receive the refund (holder name and IBAN number)
2.  Send the shoes unused and undamaged in the original packaging and with all the original included accessories to the following addresses, according to whether you are sending your return from Italy or from another European country:

From Italy: 
Directus GmbH
c/o L. Platania
viale Trastevere 246
00153, Roma (RM)
Italia

From another European country:
Directus GmbH
Colamerstraße,3
79106 Freiburg im Br.
Germany

Inside the shoe box you will find a plastic bag to be used as the return packaging. We remind you that the box is part of the accessories provided with the shoes, therefore, its integrity needs to be preserved, as well.

How long will it take to receive the refund?
As soon as we receive the return shipment, we will refund you according to the payment method you originally used.

Will I be refunded for the return shipment costs?
When we receive the return, by way of reimbursement you will receive a 20€ coupon by email that can be used at any time in the future for a new purchase. We would like to remind you that, on our website, only one coupon can be applied to a single order.

Can I exchange one product for another?
Of course you can. You can change a product for another of the same price or for the same product in a different size or colour (if available). The modality of shipment will be the same as the return. We will refund the cost of the shipment that you make with PayPal or via bank-transfer, up to a maximum of 20€. Please contact us by-email at info@directus.it, providing the details of the exchange, the cost of the return shipment you made, and your preferred payment method to refund the shipment.
If you wish to exchange a product for one with a different price, make a normal return and then place a new order.

Ultima modifica: 10 Settembre 2017

CONTACHT US

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Call us
+49 176 99325039
German headquarters
Colmarerstraße, 3 Freiburg im Br. 10679

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