Frequently Asked Questions
PRODUCTS AND SIZES
How do I choose the right size?
See the size guide on the product page. Each model includes a chart with precise measurements in centimeters.
Our sneakers fit true to size. If you have any questions, contact us on WhatsApp with your foot measurement in cm.
How much do sneakers weigh?
The weight varies between 280g and 320g per shoe (size 42). These are real sneakers, not feathers.
Are sneakers waterproof?
No. They're suede and leather sneakers, not rain boots. They can withstand light splashes, but they're not designed for heavy rain.
How do you clean them?
For suede: soft brush and protective spray. For leather: damp cloth. Do not machine wash.
Real materials require real care.
How many models do you have?
6 core models, always available. We'd rather make a few well-made models than 50 mediocre ones.
Do you make limited editions?
No. We make sneakers that last, not hype that fades after a season.
SHIPPING & ORDERS
How much does shipping cost?
In Italy:
• Free above €70
• €5.00 under €70
In Europe:
• From €10 to €40 depending on the country
How long will my order take to arrive?
Italy: 1-2 business days
Europe: 2-6 working days
Orders are processed within 1 day of payment confirmation.
Can I track my order?
Yes. You will receive an email with the GLS tracking code as soon as your package leaves.
You can track your shipment in real time.
Do you ship internationally?
Yes, in Europe and selected countries.
Australia, Canada, United Arab Emirates: Not available at this time.
Who handles the shipments?
GLS. Reliable courier, with full tracking and signature upon delivery.
What happens if I'm not home for delivery?
The courier leaves a note and tries again in the following days. If unsuccessful, the package goes into storage.
We recommend that you provide an address where someone can receive the package.
Are there customs duties?
For orders outside the EU, any duties or customs taxes are the responsibility of the customer.
Can I change my address after I order?
Contact us now on WhatsApp. If the package hasn't shipped yet, we can change it.
SECURE PAYMENTS
What payment methods do you accept?
• Credit, debit, prepaid card (Visa, Mastercard, Postepay)
• PayPal
• Scalapay (3 interest-free installments)
• Cash on delivery (Italy only, +€6)
Is it safe to pay online?
Yes. Payments are handled by Stripe and Nexi, which encrypt your data. We never see your card details.
How does Scalapay work?
Purchase up to €300 and pay in 3 interest-free installments.
• First installment at the time of order
• Second and third installments every 4 weeks
• You need an Italian card
In case of return, the installments already paid will be refunded.
How does the stamp work?
Pay cash to the courier upon delivery. It costs €6 extra.
Only in Italy. We'll contact you on WhatsApp before shipping.
Important: Bring the exact amount, couriers don't have change.
When is payment charged?
Upon order confirmation. The package is prepared only after payment is confirmed.
Are there any hidden costs?
No. The price you see at checkout is the final price. No surprises.
Can I use coupons or discount codes?
Yes, if you have one. Coupons are only valid on non-sale items.
Will I receive an invoice?
Yes, you will receive a receipt via email after your purchase.
RETURNS & REFUNDS
Can I make a return?
Yes. You have 14 days from receipt to withdraw from the contract and request a return or refund.
Sneakers must be unworn, with no signs of wear, and in the original box.
Is the return free?
In Italy:
• Free for size/color/model changes
• Free for refund (if paid by card)
• If paid on delivery: -€6 from the refund
Abroad:
• Free only if item is damaged or our error
• Standard exchange/refund fee
How do I request a return or exchange?
Contact us on WhatsApp with:
• Name and surname
• Order number
• Reason for return
• Shoe photo
• Photo of the sole
We respond within 24-48 hours (Mon-Fri, 10am-5pm).
Who pays for the return shipping?
If the return is free (see above), we'll arrange for a GLS pickup. You just need to pack the package.
The courier will give you the label upon collection.
How long does it take for a refund?
The refund will be processed after we receive the package at our facility.
Credit will be processed within 5-7 working days.
Can I make an exchange instead of a return?
Yes. The first exchange (size/color/model) is free in Italy.
Subsequent exchanges: €5 shipping fee.
What happens if the shoes are damaged?
If you receive a damaged or incorrect item, please contact us immediately on WhatsApp with photos.
Free returns anywhere, even from abroad.
Can I refuse a return?
Yes. QH7 reserves the right to refuse returns that do not meet the conditions:
• Shoes worn
• Signs of wear
• Missing or damaged box
ACCOUNT E NEWSLETTER
Do I need to create an account to order?
No. You can purchase as a guest any time.
But with an account you save your data and order faster next time.
How do I create an account?
Click Login/Register at the top right, then Create Account and enter your details.
Or create an account at checkout before completing your order.
I forgot my password
Go to Login, click Forgot Password, and follow the instructions.
You will receive an email to reset it.
How do I subscribe to the newsletter?
Enter your email address in the form at the bottom of the page.
You'll receive updates on new drops and exclusive offers. No spam.
Can I unsubscribe from the newsletter?
Sì, in qualsiasi momento. Clicca su Disiscriviti in fondo a qualsiasi email che ricevi da noi.
Dove trovo i miei ordini?
Nel tuo account, sezione Ordini. Lì vedi storico, stato spedizioni e dettagli.
Posso modificare i dati dell'account?
Sì. Vai su Account, modifica indirizzo, email o password quando vuoi.
Come cancello il mio account?
Contattaci su WhatsApp e ti aiuteremo a eliminare i tuoi dati.
DOMANDE? CONTATTACI
Hai bisogno di supporto o di maggiori informazioni?
Il nostro team è a disposizione per rispondere alle tue domande su ordini, spedizioni, resi e prodotti.
Contattaci e ti risponderemo nel più breve tempo possibile durante gli orari di assistenza.