Customer Service
Need help or just some additional information?
FAQs
To access or create your account, go to the Login section and enter your e-mail address. You will receive a verification code to complete the login process.
No password is required: the account is created automatically when you log in for the first time, while for subsequent logins, simply enter your e-mail address and the new code you receive.
No password is required: the account is created automatically when you log in for the first time, while for subsequent logins, simply enter your e-mail address and the new code you receive.
No, you can place an order without logging in or creating an account.
However, if you log in with your email address using a verification code, you can easily find your orders in your account and manage them more easily.
You cannot change one product with another.
On the other hand, if you wish to change the size, you must promptly contact our Customer Care by email at help@thedoublef.com, which will verify your request and inform you of the outcome.
On the other hand, if you wish to change the size, you must promptly contact our Customer Care by email at help@thedoublef.com, which will verify your request and inform you of the outcome.
If you find that you have purchased the wrong product or you have placed the order by mistake, please contact us promptly by email at help@thedoublef.com, chat online or +39 02 87189530 (mobile). Our Customer Care will verify if it is possible to satisfy your request.
We recommend contacting us within 24 hours of placing the order and enter in the subject of the email the term "erasure", followed by your order number.
Please note that our Customer Care is not active on Saturdays, Sundays, and public holidays. Therefore, any requests for cancellation during these days can only be taken in charge from the next working day.
Please note that our Customer Care is not active on Saturdays, Sundays, and public holidays. Therefore, any requests for cancellation during these days can only be taken in charge from the next working day.
Yes, our website is optimized for all the mobile devices and you can easily and safely shop from your smartphone.
No, it is not currently possible to place orders via phone or chat.
However, our AI virtual assistant guides you step by step through the entire purchasing process, from choosing products to completing your order, ensuring that you can finalize your purchase easily and securely.
However, our AI virtual assistant guides you step by step through the entire purchasing process, from choosing products to completing your order, ensuring that you can finalize your purchase easily and securely.
Yes, all the items we sell on our Online Store are original and authentic and are subjected to stringent quality controls before being shipped.
We also assure you that our products come with original brand labels and certificates of authenticity, if available.
TheDoubleF is an authorized reseller of all brands available online. The group Folli Follie, of which we are part, was founded in the 70s; you can find more information about our history at the following link: https://www.follifolliegroup.it/en/group/our-history/.
We also assure you that our products come with original brand labels and certificates of authenticity, if available.
TheDoubleF is an authorized reseller of all brands available online. The group Folli Follie, of which we are part, was founded in the 70s; you can find more information about our history at the following link: https://www.follifolliegroup.it/en/group/our-history/.
These two symbols can be present only and exclusively on products at full price (not on sale products).
Ø indicates that all promotional codes will never be valid on items marked with this symbol.
◼ is present only when on TheDoubleF are active promotions with limited duration and indicates the exclusion of the product from that specific promotion.
Ø indicates that all promotional codes will never be valid on items marked with this symbol.
◼ is present only when on TheDoubleF are active promotions with limited duration and indicates the exclusion of the product from that specific promotion.
You can use a promo code on TheDoubleF.com either by entering it in your shopping bag or at checkout on the payment page before finalizing your order. We inform you that the codes may have a start and end date, an application threshold, a series of exclusions and it will be indicated whether they can be combined or not. In addition, their use may result in some changes to the total amount of the order at checkout.
When applying the code, we recommend you verify the absence of gaps before or after the code and that the characters are reported correctly, respecting any uppercase, lowercase, and special characters.
When applying the code, we recommend you verify the absence of gaps before or after the code and that the characters are reported correctly, respecting any uppercase, lowercase, and special characters.
Yes, for each item you can request the gift option directly to the checkout with an additional cost that will be automatically applied to the total order.
The item will be placed inside a silver gift box, closed with transparent adhesive, and stored inside the TheDoubleF box. If the dimensions of the gift box are not suitable for the product purchased, our Customer Care will contact you promptly.
The item will be placed inside a silver gift box, closed with transparent adhesive, and stored inside the TheDoubleF box. If the dimensions of the gift box are not suitable for the product purchased, our Customer Care will contact you promptly.
No, this service is not currently active.
Payment methods differ depending on the shipping Country and can be viewed at checkout based on your geolocation.
In the Payment section you can find more details about the active payment methods for each Country.
In the Payment section you can find more details about the active payment methods for each Country.
Yes, but only for orders with shipping in Italy. The additional cost of the service will be indicated at checkout.
Yes. For Italy only, once you have placed your order, you must send proof of payment within 24h to help@thedoublef.com.
The payments by credit card are completely safe because transactions are processed through hosts protected by Cryptographic Protocols of Security to grant the highest data protection to our customers. We do not store credit card details that go through the security checks belonging to the payment platform.
Prices on TheDoubleF are displayed in the currency available for your country and apply to all stages of the purchase. You will be charged in the currency displayed and confirmed at checkout.
For transactions in currencies other than those listed above, any exchange fees will be charged to the customer and cannot be refunded by TheDoubleF under any circumstances.
For transactions in currencies other than those listed above, any exchange fees will be charged to the customer and cannot be refunded by TheDoubleF under any circumstances.
Yes, it is possible. During checkout, please ensure that you correctly indicate both the billing country and the shipping country.
Yes, in Italy the invoice can be requested at checkout by entering in the appropriate field "Do you need the invoice?" the necessary data: the VAT number and/ or the Tax Code and the relevant Identification Code recipient and/ or CEM. Otherwise, a tax receipt will be issued.
In other EU countries, only a tax receipt will be issued. In the rest of the world, an invoice.
In other EU countries, only a tax receipt will be issued. In the rest of the world, an invoice.
For the United States, Hong Kong, Switzerland, Australia, Taiwan, Canada, South Korea, Japan, the United Arab Emirates, Malaysia, Saudi Arabia, and the United Kingdom, taxes and duties are already included in the prices listed on the website.
For all other non-EU countries, any customs duties, taxes, or local taxes remain the responsibility of the Buyer and may:
- be shown and, where possible, paid directly at checkout;
- be requested by the courier upon delivery;
- be requested exclusively upon delivery, depending on the country.
The methods of application and any inclusion of costs will always be indicated during the purchase process, based on the selected shipping country.
- be shown and, where possible, paid directly at checkout;
- be requested by the courier upon delivery;
- be requested exclusively upon delivery, depending on the country.
The methods of application and any inclusion of costs will always be indicated during the purchase process, based on the selected shipping country.
No, taxes and customs duties paid to receive the package cannot be refunded, except in the United States, Hong Kong, Switzerland, Australia, Taiwan, Canada, South Korea, Japan, the United Arab Emirates, Malaysia, Saudi Arabia, and the United Kingdom, where they are included in the sale price.
You can use Edenred Ticket Compliments (valid in Italy only) to pay for the value of products purchased on our site. Shipping charges, if any, are not included and will need to be covered with an alternative payment method. During checkout, the total amount will be divided into two parts: the cost of the products, which can be partially or fully paid with Ticket Compliments, and the shipping costs, which will require a separate payment.
All countries, all over the world, from the warehouses located in Italy.
Shipping costs differ depending on the destination Country; they are estimated once you've entered the data at checkout, and you can then check the amount in the order summary before proceeding to payment.
You can consult the full table of rates in the Shipping section.
You can consult the full table of rates in the Shipping section.
All our orders are taken in charge within 48 working hours from the confirmation of purchase. When the package is delivered to the courier, you will receive a confirmation email with the tracking number.
It may be possible that you will receive multiple tracking numbers if your order consists of multiple products that are located in different warehouses. This happens to minimize the waiting time for the shipment of your order, we actually want to make sure that you receive your order as soon as possible.
Delivery times vary by Country and payment method. See the table in the Shipping section for more information.
In case of request for additional information from the courier and/or customs, the delivery times may be subject to change.
Our Customer Care monitors all shipments and works solve any problems.
In case of request for additional information from the courier and/or customs, the delivery times may be subject to change.
Our Customer Care monitors all shipments and works solve any problems.
At the time of delivery, we invite you to be present at home and not to authorize the delivery of the package to your door in your absence as neither TheDoubleF nor the courier itself will be responsible in case of theft or loss of the package. Furthermore, in case of failure to sign upon receipt of the package, TheDoubleF will not be able to initiate the necessary investigations with the courier and the logistics office. Please note that the courier is authorized to deliver at reception and/or concierge when present.
Yes, it is. While finalizing the order at the checkout page, you can indicate your preferred shipping address.
Please indicate your company name and/or intercom in detail. We cannot deliver to post offices and military bases.
Please indicate your company name and/or intercom in detail. We cannot deliver to post offices and military bases.
Deliveries are made from Monday to Friday during the courier's working hours excluding Saturday, Sunday, and public holidays. In addition, it is not possible to make an appointment for delivery.
TheDoubleF uses DHL for worldwide deliveries.
Depending on the delivery area, in partnership with DHL, TheDoubleF offers the On Demand Delivery (ODD) service that gives you the ability to customize delivery.
Once the package has been entrusted to the courier, you will receive updates on the delivery date by email and/or SMS. If the On Demand Delivery (ODD) service is available in your area, you will also receive the link to access the platform. To be able to use the service, it is not necessary to have a registered account, but simply enter the shipping number in the appropriate field. Please note that if you choose the services "Leave in a safe place" or "Deliver to a neighbor", TheDoubleF and DHL will not be liable in the event of loss or damage because of delivery.
Depending on the delivery area, in partnership with DHL, TheDoubleF offers the On Demand Delivery (ODD) service that gives you the ability to customize delivery.
Once the package has been entrusted to the courier, you will receive updates on the delivery date by email and/or SMS. If the On Demand Delivery (ODD) service is available in your area, you will also receive the link to access the platform. To be able to use the service, it is not necessary to have a registered account, but simply enter the shipping number in the appropriate field. Please note that if you choose the services "Leave in a safe place" or "Deliver to a neighbor", TheDoubleF and DHL will not be liable in the event of loss or damage because of delivery.
Yes. As soon as the courier picks up your package, you will receive an email with the tracking number and link. You can also track the status of your order at any time from your account.
If you refuse the delivery of your order and the parcel is returned to TheDoubleF, for all countries outside the European Union, we reserve the right to charge any Additional Costs (customs duties and/or local taxes); the estimated minimum cost is 100,00 €, plus any costs of returning the goods to our warehouse.
Yes, you can enter a return request no later than 14 days from the date of receipt of the goods at the following link.
In case of purchase of masks it will not be possible to accept the return for health and hygiene reasons. In addition, some articles, where reported, are not subject to the standard return policy of TheDoubleF. For more information, please consult the Returns and Refunds section.
You can register your return request in the Make a Return section by logging into your account, accessing the Orders section, and clicking on the Return button.
Alternatively, you can submit a return request by accessing the Return Request section and entering your order number and email address. In both cases you must indicate the products you wish to return, the reason for the return, the conditions of the package and the method chosen for the return.
Our Customer Care will verify your request and, if approved, you will receive an email with the return number (RMA), all the instructions to organize the shipment and the documents to be included.
For more details you can consult the Returns and Refunds section.
Alternatively, you can submit a return request by accessing the Return Request section and entering your order number and email address. In both cases you must indicate the products you wish to return, the reason for the return, the conditions of the package and the method chosen for the return.
Our Customer Care will verify your request and, if approved, you will receive an email with the return number (RMA), all the instructions to organize the shipment and the documents to be included.
For more details you can consult the Returns and Refunds section.
The product you want to return must not have been used, altered, damaged, or washed. It must have the TheDoubleF security seal and/or original brand name tag, including internal labels.
In addition, it must have the brand's original protective packaging and cases, if any. In case of shoes, you need to return the product with its box.
We ask you to reuse the original TheDoubleF packaging with which you received the product or, alternatively, a suitable shipping box, sealing the package with strong adhesive tape.
We invite you to write the return number (RMA) in the "Delivery Note - Return Form" received by email and downloadable at the following link, attaching all the documents you have been provided by email.
Please do not send the product using the brand box only.
We invite you to write the return number (RMA) in the "Delivery Note - Return Form" received by email and downloadable at the following link, attaching all the documents you have been provided by email.
Please do not send the product using the brand box only.
If you choose our DHL return service, once our Customer Care has authorized your request, you will receive the Return Code (RMA) and the following documents downloadable from the appropriate links received by email:
- Delivery note - Return form
- Proforma invoice (only for non-EU countries)
- Courier's consignment note
In addition, you can access the pick-up booking service via the appropriate link, selecting a date and time slot of your choice. Please note that it will not be possible to change the delivery address of the package, which corresponds to the delivery address of the order. Alternatively, you can take the package to a DHL point in your area, always using the label provided by us.
If, on the other hand, you want to return the parcel by yourself entirely at your own expense with a courier of your choice, we invite you to inform us immediately by email and to tell us the name of the courier and the tracking number of the shipment. We inform you that we will not be responsible in case of damage or loss of the package for shipments handled independently.
- Delivery note - Return form
- Proforma invoice (only for non-EU countries)
- Courier's consignment note
In addition, you can access the pick-up booking service via the appropriate link, selecting a date and time slot of your choice. Please note that it will not be possible to change the delivery address of the package, which corresponds to the delivery address of the order. Alternatively, you can take the package to a DHL point in your area, always using the label provided by us.
If, on the other hand, you want to return the parcel by yourself entirely at your own expense with a courier of your choice, we invite you to inform us immediately by email and to tell us the name of the courier and the tracking number of the shipment. We inform you that we will not be responsible in case of damage or loss of the package for shipments handled independently.
Yes. When entering the return request, you can select the point of sale where to return your order. After receiving the approval from our Customer Care you can return the package to the store, taking with you the "Delivery Note - Return Form" received by email.
Please note that the boutique will only manage the receipt of your return, while approval and refund will be handled by TheDoubleF. No refunds or vouchers will be paid.
Please note that the boutique will only manage the receipt of your return, while approval and refund will be handled by TheDoubleF. No refunds or vouchers will be paid.
If you choose the return service with our courier partner, the return contribution varies depending on the Country of destination of the order. Please refer to the Returns and Refunds section for more information.
If, instead, you choose to make yourself with a courier of your choice, no return fee will be applied as the shipping costs and any duties will be totally at your expense. If you have decided to return at your own charge, any taxes and duties incurred by TheDoubleF to receive the return at its warehouse will be deducted from the cost of the refund. If you return to the boutique, no return fees will be applied.
If, instead, you choose to make yourself with a courier of your choice, no return fee will be applied as the shipping costs and any duties will be totally at your expense. If you have decided to return at your own charge, any taxes and duties incurred by TheDoubleF to receive the return at its warehouse will be deducted from the cost of the refund. If you return to the boutique, no return fees will be applied.
At the moment TheDoubleF does not make size changes or replacements.
Therefore, we ask you to proceed with the return request and place a new order with the correct size. The returned order will be refunded according to the methods and times indicated in Returns and Refunds.
We invite you to indicate to our Customer Care any product imperfections promptly and accurately as, if not promptly reported, TheDoubleF may use the option not to accept the return or reduce the amount due as a refund, even if there is a discrepancy with what you previously indicated. Please note that in case of defective products, it will not be possible to make a replacement.
Yes, you can return your purchase within 14 days of receiving the package following the return procedure described in the Returns and Refunds section and taking care to verify the return methods and costs in the same section.
The refund will be executed as soon as possible within 14 days from receipt of the package in the same payment method used to place the order. Terms and times are indicated in the section Returns and Refunds.
Available only in Italy. If you paid by cash on delivery or bank transfer, we could refund you by bank transfer. Therefore, we invite you to share the account holder, IBAN number, BIC/SWIFT code with our Customer Care by communicating it to help@thedoublef.com or by entering these data in the "notes" section of the return request.
Any cost incurred originally for shipping the order will be refunded only if you return all items purchased.
