ilMarchesato Reviews 1,193

Reply from ilMarchesato

Mar 7, 2026

Dear Customer,

We are sorry to read that your experience did not meet your expectations.

At Il Marchesato, every umbrella is entirely handcrafted in Italy, using carefully selected materials and traditional artisanal techniques. The model you purchased belongs to one of our well-known collections and has been appreciated by many customers around the world.

We would also like to clarify an important point regarding the $75 mentioned in your review. This amount was not a shipping fee charged by us. Your order actually qualified for free international shipping, which was fully covered by our company.

The payment requested upon delivery refers instead to import duties and taxes applied by U.S. customs authorities when goods enter the country. These charges are determined by the destination country and collected by the courier on behalf of the government, and unfortunately they are outside the control of the seller.

That said, we always care deeply about our customers’ experience. If there is any concern regarding the umbrella itself, we would be very happy to assist you directly

ilMarchesato

Reply from ilMarchesato

Updated Feb 28, 2026

Dear Customer,

We are sincerely sorry to read your review and that your experience did not meet your expectations.

However, we would like to clarify with full transparency that gift cards are non-refundable, as clearly stated in our published policies and accepted at the time of purchase. This condition is explicit and comparable to other specific products, such as personalized items.

The non-refundability is not a discretionary decision applied to a single case, but a general rule also linked to technical reasons: once issued, the gift card is generated as digital credit, and our system does not provide any option to cancel or refund it.

We would also like to point out that the gift card has no expiration date and can therefore be used at any time in the future, without any time limitation.

In addition, we would like to highlight that under EU Directive 2011/83, digital vouchers fall under exceptions to the right of withdrawal. Therefore, refunds are not applicable to this type of purchase.

We understand that circumstances may change after a purchase; however, in this case, we have simply applied what is clearly specified in our terms and conditions, in respect of all our loyal customers and all consumers who purchase from us.

We remain at your disposal to assist you in using the gift card and to help you choose a product that fully meets your expectations.

Kind regards,
Il Marchesato

Reply from ilMarchesato

Feb 20, 2026

We are sorry to read your two-star review and would like to clarify both points raised.

Regarding the engraving: all initials are engraved directly on the handle of the model purchased, according to its specific design and positioning. Each engraving is made by hand, one by one, with great care and attention. For this reason, it is extremely rare that a requested engraving is not carried out.

We kindly invite you to carefully check the handle, as depending on the model the engraving may be placed in a discreet but precise position. If for any reason the engraving is genuinely missing, please contact us at info@ilmarchesato.com
and send a clear photo of the handle. Should an error have occurred, we will promptly refund the engraving cost or arrange a replacement with the correct engraving. Our priority is always to resolve any issue professionally and fairly.

Regarding customs fees and delivery delays: import duties and any related delays are determined exclusively by the customs authorities of the destination country. These procedures are not controllable by us nor by the courier. In the case of shipments to the United States, duties and taxes follow U.S. government regulations and policies.

We remain fully available to assist you and to clarify the situation.

Reply from ilMarchesato

Feb 16, 2026

We are sorry to read your review, but we must clarify that the situation is different from what is described.

Your order was correctly prepared and shipped the day after it was placed. The shipment is currently on hold at customs and has been there for several days because the clearance procedure required from the recipient has not yet been completed.

DHL and customs authorities have already contacted you by email to request the information and documents necessary to release the parcel. Until these steps are completed, the courier is not authorized to proceed with delivery.

We therefore kindly ask you to carefully check your email, including your spam folder, and follow DHL’s instructions to unblock the shipment.

From our side, the order was processed and shipped promptly, and we remain fully available to assist you in resolving the situation. We are also contacting you directly to help speed up the process.

Please contact us at info@ilmarchesato.com
so we can support you and ensure delivery as soon as customs clearance is completed.

Reply from ilMarchesato

Feb 11, 2026

Thank you for your review and for your purchase. We are pleased to know that you appreciate the quality of our umbrella, though we regret that the customs charges impacted your overall experience.

We would like to clarify that shipments to countries outside the European Union, including the United Kingdom, are subject to import duties and taxes determined exclusively by local authorities. These charges are clearly indicated on our Delivery Rates page, during checkout prior to order confirmation, and again in the order confirmation communications, as they cannot be prepaid or controlled by us.

We always strive to provide complete transparency and high customer service standards, and we remain available for any clarification or assistance. We sincerely hope you will enjoy your umbrella for many years to come.

Kind regards,
Il Marchesato