Frequently Asked Questions

Welcome to MNSWR Office

We always work to make your shopping experience as smooth and pleasurable as possible, and therefore we are always at your disposal whatever your question may be. Most issues can be resolved by browsing through our customer service section, but if you can’t find what you are looking for you can always contact us at:

How do I order online?

It’s very easy – browse through our collections, and once you have seen an item you like, simply click the “Add to cart” button and the item will be added to your shopping bag. MNSWR’s shopping bag allows you to add or remove items you have selected. The shopping bag will automatically calculate the price of your order and applicable shipping charges

Do I need to sign up to buy?

You don’t need an account to complete a purchase. However, if you register with us and you will be able to enjoy the following benefits through your Viola Milano account:

– Request your return or exchange directly from your account
– Be notified when new stock arrives
– Save your address and card details for faster shopping
– Manage your account details, order history and email preferences and see order status.

What methods of payment are accepted?

We accept all major credit cards (Visa, MasterCard, American Express, Maestro) and PayPal. Bank transfer is also available for orders above $2,000. Our prices are listed in EUR or USD. Please be warned that every reference to dollars is to US dollars. 

Which countries does MNSWR ship to?

MNSWR ships worldwide with very few exclusions. Should your home address not be listed in the checkout menu, please contact our customer service. In most cases, we will be able to find a solution.

How much will my shipping charges be?

We have two global shipping options.

1. TNT/FedEx Parcel is standard for all European Union countries and the United Kingdom. Delivery time is between 1-3 working days.

2. DHL/FedEx/UPS Express is standard for Norway, Switzerland, North & South America, Asia, and Oceania.

We ship within 1-3 days worldwide and the price is depending on the shipping destination.

How long will it take for my items to arrive?

Estimated delivery times:

Asia & Australia: 3-4 days
Europe: 1-4 days
USA / Canada: 1-4 days
South America: 3-4 days

Returns & Refunds

We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us a mail, please include as many details as possible including your order number as well as a description of what went wrong.

Two types of shopping systems

1.  Su Misura

“Su misura” is the Italian word for “Made-to-measure” or “Bespoke”- which means each and every item under the label “Su Misura” is customized and produced exclusively for each client and order. Due to the customized nature of these orders we do not accept returns unless the product is faulty or deviating from the original order. This is because it is difficult or impossible to resell customized items at the original value.

In some cases, we can offer you to return your customized items for a fee of 30% of the original order value.

These conditions will be clearly stated prior to any custom “su misura” order.

2. In Stock

“In stock” items are often shipped with 24-48 hours and tracking id will follow automatically via email from Fedex/DHL/UPS depending on your geographic location.

If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund. Return shipping costs are the responsibility of the returning party.

When we receive the product, we will refund the value of the purchased product within 10 working days, but not the original freight cost.

All products must be returned in an undamaged and unused / unword state in their original packaging with all enclosed documentation. Wear, damages or missing packaging or document may make it impossible to obtain a refund.

Read much more under our section called FAQ regarding shipments, lead time & returns.


When you place a  “Su Misura” order you place an order for a customized product. As each product is made to your specifications we cannot easily resell them to other clients. As a consequence, returns are not accepted. We have been known to make exceptions for generically specified products – However, we reserve the right to judge what is generic on a case to case basis.

The artisans represented by MNSWR share information regarding lead times for each product online.

Claims / Faulty products

If you receive a damaged or otherwise faulty product you are entitled to exchange for a new one of the same model / variety.  If that item is no longer available you are eligible to receive a refund for the cost of your purchase. All claims will be processed within 10 days of receiving the faulty product.


1. Place the item(s) in the original shipping box or any other solid cardboard box. Please ensure to pack the items properly as any damages during transport are the responsibility of the returning party. 
2. Specify with a very clear note inside the package with “Return for Refund” or “Return for Exchange”.
3. If you would like to exchange an item please write a note to us about which size/colour/model you’d like to change to. If you would like to return the item for a refund, please write so clearly.
4. Place the note inside the package.
5. Close the box and tape it securely.
6. Send it back to:

Send email to – Either Milano or Puglia Address.