Terms of service

These Terms govern the use of www.carusocalzolaio.com, the sale of physical products, and the provision of online repair services by Caruso Michele, trading under the name Caruso Calzolaio. Consumers are in all cases protected by the mandatory provisions of applicable law.

1. Identity of the professional

The Registro Imprese/REA details and Tax Code are provided in the site’s Legal Notices.

2. Scope and definitions

“Physical products” means, among other things, belts, bags, and other items sold in the online store. “Repair services” means the craftsmanship services requested remotely for the customer’s footwear. “Consumer” means a natural person acting for purposes unrelated to their business, commercial, craft, or professional activity.

3. Pre-contractual information

Before the customer is bound by a distance purchase or service, the information required by law is made available, including the main characteristics, the professional’s identity and contact details, the total price and additional costs, payment methods, delivery or performance terms, complaint handling, the legal guarantee where applicable, and the right of withdrawal.

In the event of a conflict between a product page, an individual quote, and these Terms, the individual quote or order confirmation shall prevail for the elements specifically agreed upon, without prejudice to the consumer’s mandatory rights.

4. Physical products: characteristics, prices, and availability

The essential characteristics of the products are indicated on their respective pages. Photographs and colors are representations that are as faithful as possible, but may vary to a limited extent depending on the screen and the natural characteristics of the materials. Natural variations in leather and craftsmanship do not in themselves constitute defects, unless the goods do not correspond to what was promised or required by law.

Prices for consumers are expressed in euros and include applicable taxes unless expressly indicated otherwise. Any shipping costs are shown before payment. For deliveries in Italy, the terms for free shipping from €90.00 are described in the Shipping Policy.

Availability may change. If an ordered product is unavailable after the order has been submitted, the customer will be informed and any amount already paid for the unavailable product will be refunded without undue delay.

5. Orders for physical products and conclusion of the contract

The customer selects the products, reviews the order summary, costs, and required information, then submits the order using a button or function that clearly indicates the obligation to pay. The sales contract is concluded when, following successful payment or payment authorization, Caruso Calzolaio sends the order confirmation or another equivalent acceptance notice.

A purely technical acknowledgment of receipt, when separate from the order confirmation, does not constitute acceptance. If an order cannot be accepted, any amounts already collected will be refunded.

6. Payments

The available payment methods are indicated at checkout or in the applicable payment link. The customer must provide accurate billing and payment details and use a payment method they are authorized to use. Complete card details are normally processed by the payment provider and are not stored directly by Caruso Calzolaio.

7. Shipping and delivery of physical products

The delivery terms, costs, and service areas are described in the Shipping Policy, which forms an integral part of these Terms. When Caruso Calzolaio appoints the carrier, the risk remains with Caruso Calzolaio until delivery to the consumer or to a third party designated by the consumer other than the carrier, within the limits provided by law.

8. Repair services: request and quote

The initial request for a quote, selection of an indicative service, or submission of photographs does not constitute an order involving an obligation to pay. The price shown on a service page may be indicative or “starting from” when the service requires an assessment of the footwear’s actual condition.

Caruso Calzolaio assesses the request and, before payment, communicates the proposed work, the total price, any transport costs not included and, where possible, an estimated timeframe. The customer may accept or reject the proposal.

9. Conclusion of the repair contract

The repair contract is concluded when the customer accepts the final proposal through the process indicated by Caruso Calzolaio, normally by confirming the work and making the required payment. Before acceptance, the customer can correct any errors and verify the essential service information.

10. Early commencement of the service and withdrawal

Consumers normally have 14 days from the conclusion of the service contract to exercise the right of withdrawal. If they wish the repair to begin during this period, they must make an express request. If they withdraw after the service has begun but before it is completed, a proportional amount may be due for the part of the service already performed. Once the paid service has been fully performed, the right of withdrawal may be lost if the prior express request and the declaration required by law have been obtained.

The complete withdrawal procedures are described in the Returns, Refunds and Right of Withdrawal Policy, including the online function “Withdraw from the contract here”.

11. Transport of the footwear

For repairs with both collection and delivery in Italy, transport is included in the quoted price. For collections or deliveries outside Italy, a contribution or the full transport cost may be requested; the amount will be communicated and accepted before payment. The complete terms are set out in the Shipping Policy.

12. Physical inspection and additional work

The customer's photographs and description may not reveal every problem. After receiving the footwear, if additional work or conditions that could not reasonably have been identified beforehand emerge, Caruso Calzolaio will contact the customer and will not carry out any additional chargeable work without renewed acceptance. If the customer does not accept a necessary modification, the parties will agree on the return of the footwear and any applicable transport costs, without prejudice to statutory rights.

13. Customer obligations for repairs

The customer must provide truthful and sufficient information about the footwear and the requested work, correctly state their contact details, and package the footwear with reasonable care in accordance with the instructions received. The customer declares that they own the footwear or are otherwise authorized to request the work.

14. Personalized products

When a product is made according to the customer’s individual specifications or is clearly personalized, the statutory exception to the right of withdrawal may apply. The mere selection of a standard variant or size is not automatically treated as personalization. Any applicable exception will be communicated before purchase.

15. Statutory warranty for physical goods

For new goods sold to consumers, the statutory conformity warranty provided for by the Consumer Code applies. Caruso Calzolaio is liable for defects in conformity that exist upon delivery and become apparent within two years, in accordance with the applicable rules. Remedies include, first and foremost, repair or replacement free of charge and, in the cases provided for, a price reduction or termination of the contract.

From 27 September 2026, the harmonized notice on the statutory warranty required by law will be displayed separately on the website in its official form. The existence or display of the notice does not limit or condition the consumer’s rights.

16. Commercial warranties and durability statements

Any additional commercial warranties are described separately and do not affect the statutory warranty. No general statement about quality, durability, or craftsmanship shall be interpreted as an additional commercial warranty unless it is expressly identified and governed as such.

17. Complaints

Complaints may be sent to info@carusocalzolaio.com, by calling +39 376 277 2770, or at Via II Boschetto 4, 71015 San Nicandro Garganico (FG), Italy. Caruso Calzolaio will review the complaint and respond within a reasonable period, taking into account the nature of the matter.

18. Alternative dispute resolution

Consumers may use the alternative dispute resolution (ADR) mechanisms available under applicable law. If Caruso Calzolaio is required or undertakes to use a specific ADR body, the relevant information will be made available as required by law. The former European ODR platform is no longer operational and is not indicated as a complaints channel.

19. Liability and Non-Waivable Rights

Nothing in these Terms excludes or limits liability or rights that cannot legally be excluded or limited. Caruso Calzolaio is not liable for damage arising from improper use of the products, incorrect information provided by the customer, manifestly inadequate packaging prepared by the customer, or events beyond the professional's reasonable control, to the extent permitted by law and without prejudice to any liability that may apply to transportation arranged by Caruso Calzolaio.

20. Intellectual Property

The website's texts, photographs, graphics, trademarks, and other content are protected by applicable laws and may not be reproduced or used for commercial purposes without authorization, except for uses permitted by law. Photographs submitted by the customer for a quote are used to process the request and are not used for promotional purposes without an appropriate legal basis.

21. Privacy and Cookies

The processing of personal data is described in the Privacy Policy, which also includes a section dedicated to cookies and tracking technologies. Preferences relating to cookies and other non-essential tracking tools can be managed through the preference panel available on the website.

22. Applicable Law and Jurisdiction

These Terms are governed by Italian law, without prejudice to any mandatory consumer protection provisions that apply and cannot be waived. For disputes with consumers, the mandatory jurisdiction rules provided for by Italian and European law apply, including, where applicable, the courts of the place where the consumer resides or is domiciled. For relationships with parties acting outside the capacity of consumers, the jurisdiction rules provided by law and any validly concluded agreements remain applicable.

23. Changes and Applicable Version

Caruso Calzolaio may update these Terms to reflect legislative, technical, or operational changes. The changes do not apply retroactively to contracts already concluded, except as required by law. The version applicable to an order or service is the version made available and accepted when the relevant contract was concluded.