Customer service


Dear Customer,

We are a small enterprise, we do everything we can to be efficient and correct with our customers. We strive to improve ourselves every day, so if you feel there are areas where we should do better, we are happy to welcome your suggestions.

The Red Foal Team



Safe Payments

On the Red Foal online store, every purchase is made in maximum security thanks to the use of secure servers and the adoption of the most advanced coding systems. We only use secure connections, as shown by the “HTTPS” prefix and the padlock symbol that appear in the browser’s address bar. To protect your credit card purchases, you will be asked to enter your CVV code with each order. As an additional security measure, the institution that issued your credit card may ask you to authorize the payment by entering a temporary security code or an SMS code or using any other authentication method.


Shipping times, cost and methods

Standard shipment

Italy: 3 working days (7,50 €)

Europe: 5 working days (15 €)

Rest of the World: 10 working days (20 €)

Deliveries are entrusted to the main operators and the customer will be provided with a tracking number to track their order until delivery. All orders are processed automatically, so we are unable to change shipping and delivery times. As a rule, it is not expected to ship to countries other than those indicated. Order requests for other countries will be handled directly by our customer care agents, please write to: customercare@redfoal.com. Red Foal reserves the right to accept or deny deliveries to countries not included in the list above. Any import customs fees will be borne by the recipient. Therefore, the Customer is invited to contact customs authorities of their country in advance to check costs and possible import limitations. The delivery times indicated by Red Foal must be considered as purely indicative, and a delay with respect to them, or any delivery made with subsequent split shipments, do not legitimize the Customer to refuse the delivery itself and to request a refund. Upon delivery of the products, the customer must check the following:


Returns Policy

You can decide to return any product purchased on the Red Foal online store within 14 days from the delivery date. That’s how you can do it:

If your return does not meet the conditions listed, the package will be sent back to you and a refund will not be granted.

For more information, see our terms & conditions.


Return and refunds

There is no change in the size and/or color of the item you purchased. If the order does not comply with your expectations, you can request a return and proceed with a new purchase. We usually take 3 working days when your return reaches our warehouse to complete the verification process and inform you of the outcome. During some period this process may take up to 7 working days. After accepting the return, we will immediately request a refund and send you a confirmation email. Refund times vary according to the payment method used and your bank.


Size guide

For each product you can find the available sizes as shown on the shoe box.

You can find the right size with the aid of the following chart:

EUUKUS
3524
3635
3746
3857
3968
4079
41810

My account

In order to access areas and services dedicated to our customers, you must be registered to our store and have a personal account. Registered users receive, before everybody else, our newsletters to keep up to date with what’s happening, access promotions reserved only to them, receive our styling advice … and much more! You can sign up for our newsletter directly from our website’s home page, by entering your e-mail address or you can do it directly when registering your personal account to our online store.


How do I edit my account information

Access your account and click on “My personal information”. When changing your address on the main page you will not automatically also change that of concluded orders but only one of the future orders.


How do I delete my account

If you wish to delete your account, send us your request to customercare@redfoal.com. Remember to always state the e-mail you used to register on our online store as this is a piece of importance in order for us to identify you. We can delete your account if:


Have you moved to another country?

In this case you don’t need to create a new account, you can use your credentials in every country we ship to. Remember to update your delivery and billing addresses.


Can’t find the answers you were looking for?

Contact us directly at customercare@redfoal.com