Frequently Asked Questions
Here are some answers to frequently asked questions.
We've compiled a list of the most frequently asked questions during rehearsals or during the exploratory phases of our work.
We're always available for any questions or concerns. Find all our references in the " contact " section of the website.
ORDERS AND PAYMENTS
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay.
Depending on availability, local payment methods such as Klarna and Swish can also be used.
Can I modify or cancel my order after placing it?
Once confirmed, the order is processed immediately to ensure fast shipping. If you wish to make changes, contact us as soon as possible and we will do our best to assist you.
Do you offer gift wrapping or personalized messages?
At the moment, we do not offer gift wrapping or personalized messages. All orders are shipped in essential, carefully prepared packaging designed to ensure the product arrives in perfect condition while maintaining a clean and refined aesthetic.
SHIPPING AND DELIVERY
What are the processing and shipping times?
Orders are processed within 1–2 business days after payment confirmation.
Orders placed during weekends or holidays are processed on the next business day.
Estimated delivery times:
Italy: 1–3 business days
European Union: 3–5 business days
Non-EU countries: 4–15 business days
Delivery times may vary due to factors beyond NZSM SRL’s control, such as weather, strikes, customs checks, or courier delays.
What are the shipping costs?
Rates 2025:
Italy: free (DHL or BRT Express)
EU: €15 — free above €400
Switzerland: €20 — free above €500
United Kingdom: €25 — free above €500
USA: €30 — free above €600
Middle East (GCC): €35 — free above €600
Russia: €40 (flat rate, DHL Premium tracked)
For other destinations, costs are calculated at checkout.
Duties and import taxes, if applicable, are the responsibility of the recipient.
How can I track my order?
After shipment you will receive an email with the tracking number and a link to monitor the package in real time.
Can I arrange the delivery in a personalized way?
Yes. With DHL On Demand Delivery (ODD), you can modify the delivery date or time slot, choose a pickup point, authorize delivery to a third party, or postpone delivery for up to 15 days.
After changes made through ODD, NZSM SRL is not responsible for any delays or issues.
What do I do if my order is delayed or lost?
We are not responsible for courier delays, but we can assist you in filing a claim.
For delivery-related issues, contact us at: support@niccolozaffarano.com
Logistics managed by Dap Sides Eurologistica SRL, Business Park Lainate, Via Juan Manuel Fangio 11, 20045 Lainate (MI), Italy.
What happens if I enter an incorrect address?
Please double-check your information before confirming your order. NZSM SRL is not responsible for shipments sent to incorrect addresses provided by the customer.
RETURNS AND EXCHANGES
How do I initiate a return or exchange?
Returns and exchanges are available within 30 days of delivery.
Italy: first return is free
International: return cost equals the initial shipping fee
Size exchanges are always free. We do not issue cash refunds; any price difference is converted into store credit for future purchases.
Example: Jacket €500 → exchange for shirt €100 → remaining credit €400.
Items must be unused, with original labels and packaging.
Who pays for the return shipping costs?
Italy: NZSM fully covers the first return
International: the customer pays the same cost as the initial shipping fee
Can I exchange an item for a different one?
Yes. Size exchanges are free. If the new item has a lower value, the difference is converted into store credit for future use.
PRODUCTS AND SIZES
Where are the garments manufactured?
All NZSM products are designed by our team in Milan.
Most of the production takes place in Italy, in workshops selected for their artisanal excellence.
We also collaborate with specialized European and Asian partners, chosen for their reliability, technical expertise and commitment to sustainability, ethics and quality.
Each garment is manufactured to consistent standards of quality and durability.
How do I find my size?
Each garment follows Italian proportions with a focus on comfort and balance.
On each product page you will find a size guide.
For personalized advice, we offer assistance via email or video call from our team in Milan.
How should I care for my clothes?
General instructions (shirts, knitwear, t-shirts):
• Hand wash in cold water or machine wash on delicate cycle (max. 20 °C)
• Use neutral detergents; avoid bleach
• Air dry on a flat surface, away from heat
• Do not use a dryer
• Iron at low temperature with a protective cloth
Suits, coats, jackets and tailored garments:
• Dry cleaning at high-quality dry cleaners
• Air out clothes after use and store them on wooden hangers
• Avoid compression in the closet and exposure to direct sunlight
• Iron at low temperature or with light steam
Wool and natural fabrics:
• Dry cleaning recommended
• For knitted wool: hand wash and dry flat
• Store in a dry place, away from moisture and moths
CUSTOMIZED SERVICE
(MADE TO MEASURE / BESPOKE)
What is a custom-made garment?
A garment created according to your measurements and preferences: you choose fabrics, linings, finishes and details to create your ideal product.
Do you offer Made to Measure or Bespoke?
Mainly Made to Measure.
We are introducing full Bespoke with 3-4 fittings and lead times of 3-6 months.
How long does it take to make a custom-made garment?
On average, 4–7 weeks from consultation to delivery.
Fast track option with a 30% surcharge.
In case of delays, we will inform you immediately.
Can I try on some items before ordering?
Yes. In the showroom you will find displayed and try-on garments for all categories.
Since it is custom-made, there is no complete collection available in all colors.
How many times do I need to come to have my garment made?
Usually two appointments:
- Taking measurements and confirming the product.
- Delivery of the final garment.
If you need adjustments, we'll arrange a third test.
You are welcome even before you order.
How many fabrics do you have available?
Approximately 900 fabrics are permanently available; and more than 5,000 through suppliers (subject to availability).
Can I provide my own fabric?
Yes. For rare or delicate materials, we assess feasibility before accepting the order.
Do you accept returns on custom-made garments?
No. Personalized garments cannot be returned. As stated in Article 59, letter c of the Consumer Code, the right of withdrawal does not apply to custom products.
In case of issues not caused by the customer, we will still do our best to assist you.
Can I modify or cancel the order after confirming it?
No. Once production begins, the order becomes final and cannot be modified or canceled.
