Frequently Asked Questions (FAQ)

Which payment methods are accepted?

Accepted payments:

• Credit cards (Visa, Mastercard)
• Prepaid cards (Visa, Mastercard)
• Reloadable cards (PostePay, Visa Electron, Mastercard)
• PayPal

Can I pay in installments?

Yes, via:

• PayPal “Pay in 3”
• Scalapay
• Klarna

Is an invoice or receipt included in the package?

No, no documents are included. The order confirmation acts as proof of purchase.

Can I request an invoice?

Yes, during checkout by selecting “Are you a business and need an invoice?” and filling in the required details. The invoice will be available in your tax drawer once issued.
Important: invoices cannot be requested after purchase.

Shipping costs

Shipping times and rates may vary depending on the destination country. Please refer to the chart below:

Outside the European Union, customs and local taxes can be debited to the purchaser.

Delivery times

Average delivery: 3–4 working days (+1–2 for islands). Delays may occur during peak periods.

Can I choose a pickup point?

Yes, via checkout selecting an official courier pickup point.

Where can I see the details of all my orders?

In your Account section:

• If you are a registered user, log in to your account and go to the “Orders” section to view all order details.
• If you are not registered, go to “guest customers” and enter your email address and order number (found in your confirmation email).

I placed an order but did not receive the confirmation email. What can I do?

If you did not receive the confirmation email, please check your spam or junk folder.
If you are registered, make sure the email address in your profile is correct.
If you need further assistance, please contact our Customer Service.

Can I modify my order after it has been placed?

It is not possible to modify a completed order (e.g. change item, colour, size, or add products), nor to combine multiple orders into a single shipment.
For specific requests, please contact our Customer Service.

Can I track my order?

Delivery information is available in the “Orders” section of your Account, or in the “Guest customers” area if you checked out without registering.

You will also receive an email from the courier once your order has been shipped, including tracking links to monitor your shipment and manage any delivery changes.
If you need assistance, please contact Customer Service.

Can I change delivery details (address, time)?

To change the shipping address, you must wait for the courier’s tracking email.
Through the link provided, you can view available options and, if needed, contact the courier directly to change the delivery date or redirect the parcel to a nearby pickup point.

My order was returned to sender. What should I do?

If your order is returned to sender, you will receive a refund to the original payment method and you will need to place a new order.

What happens if the courier cannot deliver the parcel?

If the courier cannot find you at home or the address is incomplete or incorrect, please check your email inbox: you will receive instructions on how to collect the parcel from a pickup point.

Can I return my order?

If your purchase did not meet your expectations, you can request a return.
Please note that a €4.90 return fee will be deducted from your refund.
Items must be returned in their original condition, with all tags attached.

What are the refund times and methods?

Once the returned item has passed quality control, we will issue the refund according to the original payment method:

• Credit/Debit card: refunded within 5–10 working days, depending on your bank
• PayPal: visible within 2–3 working days

How long do I have to return my order?

You can return your items within 14 working days from the delivery date.

How do I start a return?

To start a return, go to your Account section:

• Registered users: log in, go to Orders, click Request return on the relevant order and complete the form.
• Guest users: go to “Guest customers”, enter your email and order number (found in your confirmation email), then click Request return and complete the form.

How do I send my return back?

Here are the steps to return the goods and get a refund:

• Fill out the return form by logging into your Account and clicking on “Returns and Refunds”; if you made the purchase without registering, enter your order number in the "Orders and Returns" section and then click on "Request a return";
• You will receive a first confirmation email and a second email (within 1 hour) with the return label;
• Follow the instructions in the emails to ship back the package.

For the sake of completeness, you can find the return instructions here below, too:

• Print the label and attach it to the outside of the box, after removing any original shipping label. If you would like to track your return-shipments on DHL sites on its way back, make a note of the tracking number on your return-label (10-digit waybill number).
• Leave the package open so the courier can check its contents before picking it up.
• Go to the web site https://mydhl.express.dhl/index/en.html and select your Country on the upper right tab, then click on “Ship” and “Schedule a pickup”, then click on the option "NO" since you already have the DHL return label and select “I have a DHL Waybill Number”. Enter your 10-digit waybill number located under the barcode of your prepaid return-label, select your Country in the “Code” list, and type your phone number. Review your address details and select a convenient date and time for the pick-up.

An amount of €4.90 will automatically be deducted from your refund for return shipping costs.
As soon as the return arrives at our warehouse we will immediately proceed with the refund request (after having checked the goods).
Please note that this return procedure is valid for all shipping countries except Italy.
If you have placed your order from Italy, please follow these instructions or reach out to our Customer Service.

I received a faulty or wrong item. What should I do?

Please contact our Customer Service, providing photos and a detailed description of the issue. We will guide you through the return process.

Can I exchange an item?

Exchanges are not available. If you want a different item or are not satisfied, please request a refund and place a new order.

Who covers return costs?

A €4.90 return fee will be deducted from your refund.

Refunds for disposable cards

For disposable prepaid cards, the refund will be credited to the associated account or wallet. For assistance, contact Customer Service.

Can I return items bought from a retailer?

Items purchased from retailers or physical stores must be returned directly to the point of purchase. We cannot handle returns for non-official website purchases.

By law, warranty responsibility lies with the retailer.

How does the refund work for installment payments?

For installment payments (Klarna, Scalapay, PayPal), the full order amount is received by our store directly from the payment provider.

In case of a return, once the item is approved, we will issue the refund to the payment provider, which will manage the refund process, including adjustments or cancellation of remaining installments.

For details about repayment schedules, please contact your payment provider (Klarna, Scalapay, PayPal).

How can I unsubscribe from the Newsletter?

If you no longer wish to receive news and special promotions about our products directly in your inbox, you can unsubscribe by clicking “Unsubscribe” in the footer of any newsletter you have received.

How can I contact you?

You can contact us by filling in the Contact form, or by calling us at +39 0422 1440012.
Our Customer Service is available Monday to Friday, from 9:00 AM to 6:00 PM.

Where can I find size conversion information?

All international size conversions are available in the Size Guide on each product page. The size shown on the product sheet is the one indicated by the designer. For any assistance, please contact Customer Service.

Can I get more information about fit?

Our stylists provide fit notes on product pages based on photoshoots or manufacturer specifications. When no specific indication is provided, we recommend choosing your usual size and referring to the Size Guide for international conversions. For further support, please contact Customer Service.

The item I like is out of my size. Will it be restocked?

All available sizes are shown on our website. In some cases, products may be restocked during the season.
We recommend subscribing to our newsletter to stay updated on new arrivals. For assistance, please contact Customer Service.

General advice for choosing the right size

A perfect fit for your shoes is essential for comfort and wearability.
Follow these tips to measure your foot size at home.

General tips:

• Measure your feet at the end of the day, when they are more swollen and therefore larger.
• If you are between two sizes or one foot is larger than the other, always choose the larger size.
• It is recommended to measure your feet every year, as the size may change over time.

What you need:

• A sheet of paper larger than your foot,
• A pen or a pencil,
• A ruler or a measuring tape,
• Socks of the same thickness as those you will wear with the shoes.

Procedure:

• Stand on the sheet of paper wearing the socks you will use with the shoes.
• Use the pen or pencil to mark the tip of your longest toe and your heel. It is important to measure both feet, as they may have different sizes.
• Compare the measurements with our size guide to find the most suitable one. If you are between two sizes, we recommend choosing the larger one for greater comfort.

Are Colors of California boots waterproof?

Rain boots
Our rain boots are designed to be waterproof and suitable for use in wet conditions.

Snow boots
Our snow boots feature a protective membrane between the sole and the upper, providing good water resistance. They can be worn in rain or light snow, but they are not fully waterproof.

Winter boots
Our winter boots are not designed to withstand rain. They can be used in cold conditions and dry snow, but prolonged exposure to water or rain may affect their appearance and performance.

Usage tips

To ensure durability, avoid prolonged immersion in water such as deep puddles. In case of snow, remove it after use and avoid letting it melt directly on the shoe surface.

Material protection

For added protection, especially for delicate materials such as suede, we recommend applying a water-repellent spray before use. Shake well and follow the manufacturer’s instructions.

How can I clean my shoes?

Here are our cleaning recommendations, based on the material used in the composition of the footwear.

• Smooth leather
  Clean with a soft, slightly damp cloth. If necessary, use a mild leather-specific cleaner. Allow to air dry away from direct heat sources. To maintain softness and shine, periodic application of a nourishing product is recommended.
• Suede leather
  Clean the surface with a sponge slightly dampened with clean water, avoiding excessive wetting of the material. Blot with an absorbent cloth and allow to dry naturally in a cool, well-ventilated area, away from direct heat sources.
  To preserve the original appearance, brush regularly with a clean soft-bristled brush.
• Nubuck
  Treat in a similar way to suede: use a soft brush to remove dirt and dust. In case of stains, gently clean with a slightly damp sponge. Allow to air dry without exposing to direct heat.
• Fabrics and synthetic materials (e.g. polyester)
  Clean with a soft cloth or a brush with delicate bristles, using water and a small amount of mild detergent if necessary. Avoid rubbing vigorously. Allow to air dry naturally, away from direct heat sources.
• Faux fur
  Clean gently with a damp cloth or a soft brush. If necessary, use a solution of water and mild detergent. Avoid excessive water and do not rub aggressively to prevent altering the texture. Allow to air dry and, once dry, gently comb to restore volume.

Machine washing

Our footwear is not suitable for machine washing. We recommend cleaning by hand only to preserve quality, shape and materials.