I just thought I'd update this thread, as I found the information very interesting when the OP shared her experiences. I am an established Fendi customer in the US, due to a couple phone orders I made through Fendi boutiques that sit in Saks department stores (definitely the way to go, IMO). I placed an order through one of the independent (ie, not sitting in a department store) boutiques on Friday, and it was still a very odd experience, despite the fact that the SA was able to find my record in the Fendi system. I had to fill out a "Distance Order Form" and provide an image of my driver's license in order to place an order. In the order form, I had to state my nationality and birthdate and acknowledge that there are no refunds on store merchandise, only store credit or an exchange (which is different from Fendi.com, as well as the boutiques that sit in department stores which follow the department stores policies). Also, I received free ground shipping due to the upcoming holidays, but ordinarily would have had to pay for shipping (ground or expedited), despite my rather expensive purchase. I was allowed to use my cc, however, to pay for the purchase. The SA was very nice and somewhat apologetic about the hoops I had to jump through. I guess I'm just used to the more liberal policies of the large department stores, but the whole experience sort of took me aback.