In this section, we've gathered a series of useful customer questions and answers regarding the sale and after-sales service of our products. For further questions or information, please click here or email us at info@segretolab.com

Orders and Shipping

- When is an order shipped?

Orders are processed Monday through Friday, usually within 1-2 business days of purchase.

Delivery times vary based on product availability:

• Express 24/48h → delivery in 1-2 working days
• Standard → delivery in 2-4 working days
• Made to order → estimated delivery between 3 and 20 working days

- What are the shipping costs?

• SHIPPING TO ITALY:

BRT Standard shipping starting from €7.99

• SHIPMENTS TO EUROPE:

DPD shipping starting from €15.99

For complete shipping costs, please see our shipping page.

- Can I choose a Pickup Point as the delivery address?

Yes, you can! During checkout, simply enter your home address as usual. Once you've completed your order, you'll be able to select a BRT-Fermopoint pickup location in your area on the order summary page.

- How do I track my order?

After processing your order, we'll send you an email with your BRT or DPD tracking number, so you can follow the status of your shipment until delivery.

- What happens if I'm not at home when the courier arrives?

If you are not at home at the time of delivery, the courier will attempt to make a new delivery or leave a note with instructions for collecting the package at a BRT or DPD collection point.

- Can I cancel or change an order?

You can only cancel or change an order if it hasn't shipped yet. Once it's shipped, we can't make changes. For assistance, please contact us as soon as possible via email.

- How do I know what my size is?

On each product page, you'll find a size guide to help you choose the right size. If you have any questions, please contact us for further advice.

Payments

- What are the payment methods?

The main payment methods are credit cards ( Visa , MasterCard , AMEX , etc.) and PayPal . Our site also accepts payments via Apple Pay , Google Pay , and Klarna .

- What do I do if my payment is not accepted?

If your payment is declined, check that you entered your card details correctly or contact your bank to ensure there are no issues. Alternatively, try a different payment method.

- When will my credit card be charged?

Your credit card will be charged when your order is confirmed. If you use Klarna, the charge will depend on your chosen payment plan.

Duties and Customs Charges

- Do I have to pay customs duties for orders to the UK?

Yes, following Brexit, orders shipped to the UK may be subject to customs duties and import charges. These additional costs are determined by local customs authorities and are the responsibility of the customer.

- Is it possible to know the amount of customs duties in advance?

No, the exact amount is determined by UK customs authorities upon import and depends on the order value and product category. For an estimate, please consult your local customs authority's website.

Returns and Refunds

- How can I return a product?

We accept returns within 14 days of the purchase date. To be eligible for a return, the item must be unused and in the same condition as received. It must also be in its original packaging.

For return instructions and further details, please see the Returns and Refunds page by clicking here .

- Can I change the size of a product?

If the customer wishes to change the size of a product, they must follow the same return procedure described above. Once the return is delivered and accepted, the customer will be contacted regarding new shipping. The cost of the new shipment is the customer's responsibility.

- How long does it take for me to receive my refund after returning an item?

Refunds for returned products will be processed within 24-48 hours of Segreto Lab receiving and accepting the return. The refunded amount will be available in approximately 7-10 days for all credit card orders. The timeframe may vary depending on your card's banking network. For refunds via PayPal, the amount will be refunded to your account. If the customer purchased with Klarna, the refund will be issued by Klarna directly to the linked credit card.

Authenticity

- Are the sneakers authentic?

All the sneakers available on Segreto Lab are authentic and come from official and authorized channels. We carefully select each product to offer our customers original, quality items.

- Do you have a certificate of authenticity?

We do not provide a separate certificate of authenticity. However, the products' provenance from official channels guarantees the authenticity of every pair available in our store.

- What happens if I receive a pair of sneakers that I believe are not authentic?

If you have any concerns about a product you've received, please contact us immediately. Our team will review your report and, if a problem is found, we'll offer you a full refund or replacement.

-Are the sneakers new?

All sneakers sold on Segreto Lab are new and never worn. In most cases, the products come complete with their original packaging; however, since they sometimes come from outlet channels or end-of-line items, the packaging may vary. In any case, any special features are always clearly indicated in the product description.