SHIPMENT & RETURNS

Directus answers some frequently asked questions. Down the page, you’ll find the form to contact us directly.
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

CONTACT US

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

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