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Frequently Asked Questions

You can create a new account by clicking on MY AREA, located in the upper right corner of the homepage. A new page will open, click on REGISTER NOW and fill out the form.
To create an account, you must provide the following information: name, last name, email address and create a password. You can change your personal information at any time, this information is confidential and will not be sent to third parties.

To change your password, you must be logged in. Go to your account and click on the dedicated link to change your password. Fill out the form and click SAVE.

LuisaViaRoma is an authorized retailer for all brands present on the website and in our stores in Florence, Italy. The LUISAVIAROMA boutique and its official website offer genuine clothing, shoes and accessories from the most important designers and brands in fashion.

The LUISAVIAROMA website reflects the actual availability of items in our warehouses and stores.
If a size is no longer available, it means that it is sold out. Unfortunately, we are unable to predict if an item will be restocked later in the season.
We recommend that you periodically check the item page or the collection for new size availability or add the item to your WISHLIST to easily check its status.

On the LUISAVIAROMA website, it is possible to pre-order items that will arrive in the coming months.
The date on the item page is the date indicated by the supplier to LuisaViaRoma. You can find more information here.

Available items will be shipped within 1-2 business days (Monday-Friday) following the order’s completion. During sales or special promotions, processing times may take longer.

Pre-Ordered items will be shipped as soon as they are received by our warehouse, as indicated in the confirmation email sent after the order’s completion.

You can find more information about expected delivery here.

The method and cost of shipping vary depending on the selected shipping country. On the page SHIPMENT & FEES, you can find all relevant information by selecting the desired shipping country from the drop down menu at the top of the page.

You can only request to cancel orders that have not been processed within 3 hours of order confirmation by going to ORDERS in your account.
To request an order cancellation please either sign into your ACCOUNT or insert the email used to place the order and the order number.
If it is possible to cancel the order, you will see the button CANCEL ORDER.
For more information, contact our customer service at the following email: customerservice@luisaviaroma.com

Unfortunately, it is not possible to add items to an already completed order.

If for any reason you are not satisfied with your purchase, you can return unwanted items within 28 days of the order’s delivery date. Depending on your shipping country you may have the option to choose from one of the following return types: Size/Color Exchange, Store Credit or Refund.

The Security Tag must still be undamaged, intact and attached to returned items.

To request a return please go to MY AREA and either sign into your account or insert the email used to place the order and the order number. Select the order and items you want to return and choose the type of refund. Once completed, LuisaViaRoma will send a confirmation email, with the Return Authorization Number (RAN), the shipping label and instructions for the return shipment.

For more information please click here.

You can check the status of your return by using the tracking number found in the return instructions.
Once your return has been processed by our warehouse you will receive a confirmation email.

Returns:
Once your return has been received by the LUISAVIAROMA warehouse, and the items have been verified, we will process the return and you will receive a confirmation email.
For orders paid for by Bank Wire Transfer, we ask that you respond to the email with the requested information.
It may take up to 10 days for the refund to be visible on your account, due to bank processing time.

Cancelled Orders:
The refund will be processed as soon as you receive a confirmation email.
It may take up to 10 days for the refund to be visible on your account, due to bank processing time.

We guarantee that all our items are verified by our quality control department before they are shipped. If you happen to receive a defective item, we ask you to send an email to customerservice@luisaviaroma.com specifying your order number and item code, including photos (showing the security tag visibly attached to the item) so that we can assess the defect.

Please note that items that have been damaged due to normal wear and tear, improper use or by accident, are not considered defective items.

Once a reward has been requested it is not possible to cancel or substitute it for another reward.

For more detailed information, visit the Redeem LVR Points section here.

Subscribe to our NEWSLETTER to receive emails about all the latest trends, new arrivals, exclusive offers, special events and promotions.

In case the package does not arrive or there are items missing, you must keep the packaging so that we can establish what transpired.

Any dispute regarding damages, missing items, or delivery to the wrong address must be communicated to LUISAVIAROMA within a maximum of 10 days from the delivery date shown on the courier’s website, otherwise it will not be accepted.

Unfortunately, it is not possible to change a completed order.

The promotions are valid for a limited time period and cannot be used in conjunction with one another or to purchase items from brands excluded from promotions. LUISAVIAROMA reserves the right to end promotions or change their terms and conditions at any time.

Unfortunately it is not possible to change the shipping address once an order that has been completed.

As soon as your order is shipped you will receive a confirmation email with a tracking number. By clicking on the tracking number you will be able to check the status of the shipment directly on the courier’s website.

The order will also be visible on our website, in MY AREA, in ORDERS section.

The method of return and its relative costs vary depending on the shipping country. You can find all the information in the ‘RETURNS’ section or by choosing your preferred shipping country from the dropdown menu.

Our customer service is always available to help you.  Contact details are as following:

Telephone:Tel. + 39.055.093.60.54
Customer service:customerservice@luisaviaroma.com
Product Information:productinfo@luisaviaroma.com

Note: In the event of any inconsistency, discrepancy or divergences of interpretation between the English version and any other language versions of this publication, the English language version shall prevail.

IP-0A0056E5 - 2024-04-19T07:11:56.4980959+02:00