FAQ – Frequently Asked Questions
FAQ – Frequently Asked Questions
Last updated: June 11, 2025
Here are the answers to the most common questions about our products, orders, shipping and customer service. If you need more help, feel free to contact us at: help@nuovomilano.com
1. When will I receive my order?
Orders are processed within 24 to 72 business hours.
After shipping, estimated delivery times are:
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USA / Canada / Europe: 5 to 8 business days
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Australia / New Zealand: 7 to 12 business days
Please note: delivery times may be longer during high-traffic periods such as holidays or sales.
2. Where do you ship from?
We ship from our international warehouses located in:
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CNY (main logistics center)
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France (Aulnay-sous-Bois) for selected EU orders
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Occasionally the UK, depending on stock availability
3. Do you ship worldwide?
Yes, we offer international shipping to most countries.
Standard shipping is free on orders over $50.
Express shipping with parcel insurance is available on orders over $150 (only in selected countries).
4. Will I receive a tracking number?
Yes. You will automatically receive a tracking number by email once your order has shipped.
You can track your package here: https://nuovomilano.com/apps/track123
If you did not receive the tracking email, please check your spam folder or contact us at help@nuovomilano.com
5. I haven’t received my order yet – what should I do?
If your order is delayed:
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Check the tracking link to see the current status
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Make sure your shipping address was correct
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Contact our team if the parcel hasn’t moved in more than 5 business days
Sometimes delays occur due to customs or local carrier disruptions. Don't worry — we’re here to help.
6. I received a damaged or incorrect item – what now?
We’re truly sorry! Please send an email to help@nuovomilano.com within 48 hours of delivery, including:
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A photo of the item
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Your full name and order number
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Whether you would prefer a replacement or a refund
We will resolve the issue quickly.
7. My order arrived incomplete – is this normal?
Yes, depending on stock location, some orders may be shipped in multiple parcels.
If one item is missing, the rest of your order is likely still in transit.
8. Can I change or cancel my order after placing it?
Yes — but only if the order has not been shipped yet.
Contact us immediately at help@nuovomilano.com with your order number and your request.
Once shipped, modifications are no longer possible. You may still return the order according to our Return Policy.
9. What is your return and refund policy?
You have 14 days from receipt to request a return. Items must be:
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Unused
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In original packaging
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In resellable condition
Items on sale or part of clearance promotions are non-refundable.
Read our full policies here:
→ Return Policy
→ Refund Policy
10. How do I choose the right size?
Each product page includes a detailed size guide.
We recommend measuring your foot and using our conversion chart to find the perfect fit.
Between two sizes? Choose the larger one for better comfort.
11. Are Nuovo Milano products sustainable?
Yes. Our collections use vegan leather, eco-friendly packaging, and recyclable soles.
We strive to reduce our environmental impact without compromising style.
12. Can I buy Nuovo Milano products in a physical store?
Currently, our products are sold exclusively online via our official website.
This allows us to offer better prices and faster customer support.
13. How can I contact customer service?
Our support team is available:
Monday to Friday, from 9:00 AM to 6:00 PM (Milan time)
Contact us by email at: help@nuovomilano.com
Response time: 24 to 48 business hours
14. How can I stay updated on new drops or offers?
Subscribe to our newsletter and follow us on:
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Instagram
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TikTok
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Facebook
You’ll receive early access to new collections, restocks, and exclusive promotions.
