Franco Sarto Customer Service — Practical, Expert Guide

Overview: what Franco Sarto customer service covers

Franco Sarto is primarily a footwear brand sold through its own site and large national retailers; customer service therefore covers three core areas: order and shipment support, returns and exchanges, and product-quality claims (manufacturing defects). In practice you will interact either with Franco Sarto’s direct e-commerce team via the brand website (francosarto.com) or with the retailer that fulfilled your order (Macy’s, Nordstrom, Dillard’s, Zappos, etc.). Knowing which party fulfilled the transaction is the first critical step—retailers process payments and returns for their sales while the brand handles issues on direct site purchases.

Expect timelines typical of footwear brands: an initial acknowledgement in 24–72 hours, refund processing in 5–10 business days after a returned item is received, and repair or warranty evaluations that can take 2–4 weeks. Typical retail price points for Franco Sarto shoes range from approximately $70 to $160 depending on style and collection; sale-price resolution and return fees vary by seller. If you purchased from a marketplace (Amazon, eBay), follow that marketplace’s dispute flow first before escalating to the brand.

How to contact Franco Sarto and authorized retailers

Start with the product-origin approach: check your confirmation email for the seller name. If your order is from francosarto.com, use the site’s Contact/Customer Service form and the account order history. If the purchase is from a department store, contact that retailer directly—retailers maintain their own return windows and shipping policies even for the same Franco Sarto SKU.

• FrancoSarto.com — official brand site for direct purchases and inquiries (use the site form in the footer; have your order number handy).
• Macy’s Customer Service — 1-800-289-6229 (phone) and macys.com/help for orders placed at Macy’s.
• Nordstrom Customer Service — 1-888-282-6060 and nordstrom.com/help for Nordstrom purchases and returns.
• Zappos Customer Service — 1-800-927-7671 and zappos.com/contact for orders fulfilled by Zappos (free returns, often 365-day policy on Zappos).
• Dillard’s Customer Service — 1-800-345-5273 and dillards.com for returns/exchanges if bought through Dillard’s.

If you cannot determine the seller from your confirmation email, check the payment descriptor on your credit card statement and call the issuing card company to locate the merchant name. For lost shipments, get the carrier tracking number (USPS, UPS, FedEx) and file a carrier claim; customer service will request that tracking number when initiating any refund or reshipment.

Returns, exchanges, and refund mechanics

Most retailers follow a 30–90 day return window: Macy’s and Nordstrom typically accept returns within 30 days for full-price items, while Zappos can be more lenient (often 90–365 days depending on promotion). When returning footwear, keep all original packaging, tags, and the receipt or packing slip. Expect a refund to the original payment method within 5–10 business days after the return is processed; retailers will deduct shipping or restocking fees only when stated at point-of-sale.

For direct Franco Sarto site purchases, the standard procedure is: 1) start a return via your account or contact form, 2) print the pre-paid label (if provided) or ship to the specified returns address, 3) include the returned-item form with reason codes like “wrong size,” “defect,” or “changed mind.” If you believe you received a defective pair, select “manufacturing defect” and attach high-resolution photos showing seams, sole separation, or material flaws—these expedite approvals and limit unnecessary shipping back-and-forth.

Warranty, repairs, and product-quality claims

Footwear brands typically cover manufacturing defects for a specified short period (commonly 90–180 days). For Franco Sarto items, treat any separation of sole, faulty stitching, or hardware failure that occurs within 90 days as a potential manufacturer defect. When you report a defect: provide order date, SKU or style number (found on the shoe box or product tag), photos from multiple angles, and a short description of use (daily vs. occasional). Brands and retailers evaluate these claims case-by-case and will authorize either a replacement, repair, or refund based on evidence.

Authorized repairs are less common under warranty; expect the brand or retailer to offer a replacement or refund first. Independent cobblers can repair heels and soles—typical cobbler fees range $20–$75 depending on the work—if you need immediate repair and are outside warranty. For escalations, request case/ticket numbers and escalate to a supervisor after 48–72 hours with no meaningful response.

Practical tips to speed resolution and avoid disputes

Documentation is everything. When contacting customer service, have these items ready: order number, payment last four digits, SKU/style number, purchase date, photos of the issue (minimum 3), and carrier/tracking ID when shipping-related. This reduces back-and-forth and shortens resolution time from weeks to days.

• Items to prepare before calling or emailing: order #, style/SKU, size, color, date of purchase, seller name, 3–5 photos (label, toe box, sole, close-up of defect), and preferred outcome (refund, replacement, store credit).
• Escalation timeline: initial acknowledgement within 48–72 hours, decision within 7–14 business days for most warranty claims, and follow-up escalation to a manager if there is no final resolution within 21 business days.

Finally, if a retailer’s policy seems inconsistent with their online statement, capture screenshots of their policy page and include that in your claim; many disputes are resolved quickly when you provide explicit evidence. Use credit card chargeback as a last resort—only after preserving all correspondence and allowing 30–60 days for retailer resolution.

How do I track my Franco Sarto order?

Sign in to your account and go to ‘Purchases & Account Activity’, then ‘View Order’. Or go to ‘Track My Order’ in the footer, then enter your order number and zip code.

How do I contact Solotica customer service?

+971 43 381 690
To initiate a return please email our customer care team at [email protected] and they will be happy to help. If you prefer to call you can reach us on +971 43 381 690, we are available 24/7.

Which country brand is Franco Sarto?

Italian
Led by a passion for shoes and an acute fashion sense, Italian craftsman Franco Sarto has created a line of high-end modern footwear admired the world over. Featuring cutting-edge designs and all-day comfort, Franco Sarto shoes offer timeless appeal with intricate, stylish details and finishes.

Is Franco Sarto a quality brand?

Every fashion believer knows that a shoe is really only as good as the material and construction. Franco Sarto shoes use buttery leathers, sturdy soles, and luxurious cushioning that cradles your foot to perfection.

How to make a return to Franco Sarto?

FREE to drop off your return:

1. Start your FREE return here and choose the “Return Bar” option.
2. Receive a QR code via email for no-contact drop off.
3. Drop off your shoes in their original shoe box at your closest Happy Returns Return Bar.
4. Your refund will be initiated immediately.

How do I contact Franco Sarto customer service?

Email us or call us at 888-837-8892.