Where are Jennifer Tattanelli products made?

Jennifer Tattanelli products are made in Italy, primarily by experienced artisans in Florence and the Tuscany region.

Our production combines carefully selected materials, traditional craftsmanship, and close attention to every stage of the manufacturing process.

Because many products are made or finished by hand, small variations may occur. These characteristics are part of the individuality of an artisan-made product and are not normally considered defects.

What happens if an item is no longer available after I place my order?

Our online inventory is synchronized with our Ateliers. Because sales may take place across different locations and time zones, an item may occasionally be sold in one of our Ateliers before its online availability is updated.

We normally verify availability and confirm an order within approximately 12 hours of receiving it.

When an item is no longer available, we may be able to craft it especially for you through our Made-to-Order service, at no additional charge. This option is available for many styles, subject to material availability and technical feasibility.

Our stylists may also propose suitable alternatives.

When Made to Order is not possible, or you prefer not to proceed with the available alternatives, the order will be canceled and the payment promptly refunded to the original payment method.

Can an Atelier assist me with an online order?

Yes. Our Ateliers can provide product information, styling guidance, and assistance with selecting a product.

For questions specifically concerning an order placed through the Online Atelier, including payment, shipping, returns, or refunds, please contact: customerservice@jennifertattanelli.com

This allows our online Customer Service team to access the relevant order information and assist you more efficiently. 

Is my payment information secure?

Payments are processed through Shopify and authorized payment providers using security measures designed to protect payment information.

Jennifer Tattanelli does not have access to your complete credit-card number or security code.

When available, digital wallets and external payment services, such as Apple Pay or PayPal, may allow you to complete your purchase without providing your complete payment details directly to us.

The payment options available for your order will be displayed during checkout. 

Why was my payment declined?

A payment may be declined by your bank, card issuer, digital-wallet provider, or payment service.

Before contacting your payment provider, please verify that:

• the card number or payment details have been entered correctly;
• the expiration date is correct;
• the security code is correct;
• the card or payment method is active;
• sufficient funds or credit are available;
• the billing address matches the address registered with the payment provider;
• the payment method is authorized for online or international transactions.

When using payment information saved with an external payment provider, please confirm that it remains current.

Customer Service cannot override a decline issued by a bank or payment provider. Your financial institution will normally be able to provide further information.

For additional assistance concerning the checkout process, please contact Customer Service.

How will my order be packaged?

Online orders are shipped in discreet, unbranded outer packaging.

This helps protect the customer’s privacy and reduces the visibility of the package while it is in transit.

The product will be carefully prepared and protected according to its characteristics and shipping requirements.

Can I request a specific delivery date or time?

After your order has been confirmed, you may contact Customer Service to request a preferred delivery date or provide relevant delivery information.

We will make reasonable efforts to assist, but a specific delivery date or time cannot be guaranteed.

Requests may be affected by:

• the selected shipping service;
• carrier availability;
• customs and border procedures;
• destination restrictions;
• weather or transportation delays;
• ground-service delivery schedules.

International shipments are particularly dependent on customs-clearance procedures outside our control.

Do you ship to P.O. boxes or general-delivery addresses?

We generally require a complete and valid street address for delivery.

We do not normally ship to:

• P.O. boxes;
• general-delivery addresses;
• APO or FPO addresses;
• locations that cannot accept a tracked courier delivery and signature.

Please also provide a valid telephone number so that the carrier can contact you concerning delivery when necessary.

Is boutique pickup available for online orders?

Atelier pickup may be arranged for an online order, subject to product location, Atelier availability, and prior written confirmation from Customer Service.

After placing your order, please contact: customerservice@jennifertattanelli.com

Do not visit one of our Ateliers to collect the order until you have received written confirmation that it is ready for pickup.

Boutique pickup may no longer be possible after an order has been transferred to the carrier.

What do I need to bring when collecting an order from a boutique?

The person collecting the order must bring:

• a valid government-issued photo ID;
• the email confirming that the order is ready for pickup, either printed or displayed on a mobile device.

When another person is collecting the order on behalf of the purchaser, Customer Service must be informed in advance.

The person collecting the order must bring:

• their own valid government-issued photo ID;
• the ready-for-pickup confirmation;
• written authorization from the purchaser naming the person permitted to collect the order;
• any additional verification requested by Customer Service.

Customer Service can provide an authorization template when required.

For security reasons, an order may not be released when the required information cannot be verified.

What happens if my return does not meet the return conditions?

Returned products are inspected after they are received.

When a return does not meet the conditions stated in our Return & Refund Policy, we will contact you before taking further action.

Depending on the circumstances and to the extent permitted by applicable law:

• the return may be declined;
• the product may be sent back to you at your expense;
• the refund may be reduced where the product’s value has been diminished by use, damage, alteration, missing components, or improper handling.

Can I receive my refund through a different payment method?

For payment-security reasons, refunds are normally issued to the original payment method used for the purchase.

We cannot normally transfer a refund to a different credit card, bank account, or payment service.

When the original card has expired, been replaced, or been canceled, the card issuer or bank will normally be responsible for routing the refund to the appropriate account.

Please contact your bank or payment provider when a refund has been issued but is not visible on your account.

How do I close my customer account?

To request the closure of your customer account, please contact: customerservice@jennifertattanelli.com

Please write from the email address associated with the account so that we can verify the request.

Closing an account does not necessarily result in the immediate deletion of all information connected with previous transactions. Certain records may need to be retained for tax, accounting, fraud-prevention, consumer-protection, or other legal purposes.

A separate request may be submitted concerning your personal-information rights under the applicable Privacy Policy.

How do I unsubscribe from the newsletter?

You may unsubscribe from marketing emails at any time by selecting the Unsubscribe link at the bottom of any Jennifer Tattanelli newsletter.

Follow the instructions on the page that opens to confirm your request.

After unsubscribing, you may continue to receive essential communications relating to:

• an order;
• payment;
• delivery;
• return;
• repair;
• customer-service request.

These operational communications are not marketing messages.

Can a product be personalized?

Yes. Depending on the design, materials, and requested changes, selected products may be available as:

• Made to Order;
• Custom Made;
• Bespoke or Made to Measure.

Possible options may include changes to the material, color, size, measurements, hardware, or other product details.

Not every modification is technically possible. Each request must first be reviewed by our team and artisans.

For more information, please visit our Personalization & Custom-Made Services page or contact Customer Service.

How long does a personalized order take?

Estimated production times generally range from 4 to 24 weeks, depending on:

• the product;
• the materials selected;
• the complexity of the request;
• artisan availability;
• the approvals required.

Shipping time is additional.

The estimated timing will be communicated before the order is confirmed. Because the product is created specifically for the customer, production and delivery dates are estimates rather than guaranteed deadlines unless expressly agreed in writing.

Can personalized orders be returned or canceled?

Made-to-Order, Custom-Made, Bespoke or Made-to-Measure, personalized, or altered products may not be eligible for cancellation, return, or exchange to the fullest extent permitted by applicable law.

The specific conditions will be communicated before the order is confirmed.

This does not limit any mandatory rights concerning products that are defective, damaged, or materially different from what was agreed.

How do I place an online order?

Select the product, size, color, and available options, then proceed through checkout.

After the order is submitted, you will receive an order acknowledgment. This confirms that we have received the order but does not necessarily mean that it has already been accepted.

An order may be subject to:

• product availability;
• payment authorization;
• fraud and security checks;
• verification of the delivery information;
• confirmation of personalization details, where applicable.

Please review our Terms of Service & Terms of Sale for complete information.

Can I change or cancel an order?

Please contact Customer Service as soon as possible.

We cannot guarantee that a change or cancellation will be possible after:

• the order has been accepted;
• production has begun;
• a personalized product has been approved;
• the order has been prepared for shipment;
• the order has already been shipped.

Requests are reviewed individually and remain subject to the applicable Terms and Return Policy.

What payment methods do you accept?

The payment methods currently available will be displayed during checkout.

Available methods may depend on the customer’s country, currency, device, and the value of the transaction.

Payments may be subject to authorization and security verification by the payment provider or issuing financial institution.

In which currency will I be charged?

The applicable currency and total amount will be displayed during checkout before the order is submitted.

A customer’s bank, card issuer, or payment provider may apply its own:

• currency-conversion rate;
• international transaction charge;
• banking fee.

These additional financial-institution charges are outside our control.

Are duties and import taxes included?

For international online orders, duties and import taxes are generally included where this is indicated during checkout or in the applicable Shipping Policy.

In unusual circumstances, a local authority, carrier, or intermediary may impose an additional charge that was not reasonably identifiable when the order was placed.

Please review our Shipping & Delivery Policy for the conditions applicable to your destination.

When will my order be shipped?

Products that are available in stock are normally prepared after the order has been accepted, payment has been authorized, and any required security review has been completed.

Production items and personalized orders require additional time.

Shipping estimates are not guaranteed delivery dates and may be affected by:

• product availability;
• production requirements;
• carrier delays;
• weather;
• customs procedures;
• destination restrictions;
• events outside our reasonable control.

Tracking information will be provided when available.

Is a signature required for delivery?

Yes. Online orders generally require a signature at delivery for security and transit-insurance purposes.

Customers should not waive the signature requirement or authorize unattended delivery, redirection, or delivery to an alternative location without first contacting us.

When a customer independently changes the carrier’s delivery instructions, transit insurance may be restricted or invalidated. Responsibility for loss, theft, or damage after the carrier follows those instructions may pass to the customer to the fullest extent permitted by law.

What should I do if my package appears damaged?

Before accepting the package, inspect its exterior whenever reasonably possible.

When the packaging appears damaged:

1. note the damage with the carrier;
2. photograph the exterior packaging before opening it;
3. photograph the product and internal packaging;
4. keep all packaging materials;
5. contact Customer Service promptly.

Do not discard the box, labels, or packaging while the matter is being reviewed.

What should I do if I receive the wrong or a damaged product?

Contact Customer Service promptly and provide:

• your order number;
• a description of the issue;
• photographs of the product;
• photographs of the packaging and shipping label, where relevant.

We may request additional information reasonably necessary to investigate the matter and determine the appropriate solution.

Do not return the product until written return instructions have been provided.

How do I return an online purchase?

Please review our Return & Refund Policy and contact Customer Service before shipping any product.

A return is not authorized until the applicable instructions and destination have been provided.

Online purchases must not be sent to a atelier, workshop, office, warehouse, or other Jennifer Tattanelli location unless that destination has been expressly provided in writing.

Can I return an online purchase to a boutique?

Not unless Customer Service has expressly authorized it in writing.

Ateliers may not be equipped to receive, inspect, or process ecommerce returns. Sending an item to an unauthorized location may delay the return or cause the shipment to be refused.

How do I find the correct size?

Please consult our Fit Guide and the sizing information shown on the relevant product page.

Fit can vary according to:

• product category;
• construction;
• material;
• design;
• intended silhouette.

For additional assistance, contact Customer Service before ordering. Sizing guidance is provided as a recommendation and cannot guarantee an identical fit for every person.

Can leather colors and textures vary?

Yes. Leather is a natural material.

Variations in grain, texture, shading, markings, and color absorption may occur between products and between different areas of the same product.

Colors may also appear differently depending on:

• screen settings;
• lighting;
• photography;
• the natural characteristics of the material.

These variations are normally part of the character of genuine leather rather than manufacturing defects.

Do you provide repairs?

Yes. Repair requests are reviewed individually.

Before sending a product, contact Customer Service and provide photographs and a description of the issue.

The product may need to be inspected by our artisans before we can confirm:

• whether a repair is possible;
• the type of work required;
• the estimated cost;
• shipping expenses;
• the estimated timing.

Any applicable repair cost will be communicated for approval before the work begins.

Please do not ship a product without written instructions.

Do you clean handbags?

Jennifer Tattanelli does not provide handbag-cleaning services.

Cleaning products, solvents, waterproofing treatments, or unqualified third-party services may permanently change the material or color. Please contact us before applying any treatment to a product.

Can shoes be repaired locally?

Some ordinary shoe-maintenance services may be performed by an experienced local cobbler.

However, repairs involving original components, construction, special materials, decorative elements, or significant structural work should first be discussed with Customer Service.

Work performed by an unauthorized third party may affect our ability to repair the product or evaluate a later claim.

How should I care for my product?

Store the product in a clean, dry, and ventilated location, away from:

• direct sunlight;
• excessive heat;
• humidity;
• perfumes;
• cosmetics;
• oils;
• ink;
• abrasive surfaces.

Avoid overfilling handbags and store them in their protective dust bag when not in use.

Product-specific care can vary considerably according to the leather, textile, finish, or construction. Contact Customer Service before using a cleaning or conditioning product.

How can I contact Customer Service?

Please contact:

Jennifer Tattanelli
Email: customerservice@jennifertattanelli.com

When contacting us about an existing purchase, please include your order number.

For repair, damage, or product-quality requests, photographs will help us review the matter more efficiently.

Full company information is available in our Company & Legal Information page.