EN/

Returns & Exchanges

In the event that for whatever reason a customer is not satisfied with their order, they may exercise their right to withdrawal and return the item(s) within 28 (twenty-eight) days from the item(s)’ delivery date. Customers may choose between a refund or store credit.
Within the same 28 (twenty-eight) days from the item(s)’ delivery date customers may request the replacement of item(s) with item(s) of the same model, with a different size or color, if/when available.

The Security Tag must still be intact and attached to returned item(s), it must not be cut or broken. The right to return or exchange item(s) will only be accepted if all TERMS & CONDITIONS indicated below are respected.

RETURN/EXCHANGE INSTRUCTIONS

  1. To initiate the return/exchange process, customers are required to access the MY AREA section and either sign into their account or enter their email address and order number. Next, customers are required to select the item(s) to be returned and the desired options by completing the online return/exchange application form. LUISAVIAROMA will then send an email confirming that the return/exchange application was received, along with the Return Authorization Number (R.A.N.), the shipping label and instructions for the return shipment.
  2. The return shipment is FREE when shipped with the courier provided by LUISAVIAROMA.
    Should the item(s) be returned with another courier rather than the one provided, all consequent costs will be at the customer’s expense and LUISAVIAROMA shall not be liable for lost or damaged items. By using another courier rather than the one provided by LUISAVIAROMA, the customer is responsible for all taxes and fees at the time of shipment, if/where applicable.
    Shipments of items returned to LUISAVIAROMA must originate from the same country of the original shipment.
    LUISAVIAROMA reserves the right not to accept items shipped with another courier rather than the one indicated in the email with the return/exchange instructions. Returned items will not be accepted by LUISAVIAROMA and will be returned to the sender if the delivery entails additional taxes or fees to be paid at the time of delivery and/or requires picking up items at a courier branch office.
  3. Returned item(s) must be shipped within 28 (twenty-eight) days from the item(s)’ delivery date.

SIZE/COLOR EXCHANGE
Exchanges for purchased items are only possible if/when a different size or color of the same model is available.
Once the returned item has been received and processed, LUISAVIAROMA will proceed with the shipment of the exchange item.

STORE CREDIT
Once the returned item has been received and processed by LUISAVIAROMA, the customer will be sent a code for the total value of the returned item(s), to be used on a future purchase. Any shipment fees originally incurred will only be included in the Store Credit amount if all purchased items are returned.

    Store Credit:

  • may be used only once within 3 (three) months from return,
  • cannot be combined with other Store Credits,
  • must be used in its entirety on an order that is either equal to or exceeding the value of the Store Credit.

REFUND
Once the returned item has been received and processed by LUISAVIAROMA, a refund will be issued for the amount paid for the returned items.
For Credit Card purchases, the refund amount will be available to the customer within approximately 10 (ten) days and will be displayed on the next Credit Card statement. The timeframe may vary slightly depending on the banking circuit of the Credit Card.
For purchases with PayPal, Alipay, WeChat Pay, Klarna or Bank Wire Transfer, the amount will be refunded to the original account.
Refunds will be issued in the same currency as the original purchase. Any differences in the refund amount due to exchange rate fluctuations will not be reimbursed. Any originally incurred shipping costs will only be refunded to the customer if all purchased items are returned.

TERMS & CONDITIONS FOR RETURNS AND EXCHANGES

  • Returned item(s) must be shipped inside the original LUISAVIAROMA box and sealed using the self-adhesive strip on the lid. They must be properly packaged, in the same way as they were received. Only if the original box is unusable another suitable box may be used to ship the item(s).
  • Item(s) must be returned with all original labels and identification tags still attached, including all original packaging and other accessories (dust bags, hangers, garment covers etc.) received with the ordered item(s). The Security Tag must still be intact and attached to the returned item(s). Item(s) returned without an intact Security Tag will not be accepted and will be shipped back to the customer at their expense.
  • Clothing items must not have been worn, washed or altered in any way, and must not show any signs of use.
  • Shoes and other accessories must be returned in a perfect condition with their original box, which must not be damaged and/or altered or used as the external packaging for the shipment. Soles of footwear must be in a perfect condition and must not be marked in any way.
  • Swimwear (bikini bottoms, swim shorts or briefs) and undergarments (briefs, boxers) must be tried on over the customer’s personal underwear. Items being returned or exchanged with any sign of use or wear will not be accepted and will be returned to the customer.
  • Item(s) from the HOME section must be returned in a perfect condition, without any damage, scratches or dents. If an item from the HOME section is damaged on delivery, please contact customerservice@luisaviaroma.com for instructions. LUISAVIAROMA reserves the right to request photographic evidence before authorizing the return shipment of merchandise. If authorized, shipping costs will be covered by LUISAVIAROMA.
  • Item(s) must be returned inside their original packaging with all original accessories, components and instructions. Furthermore, they must be packaged in the same suitable manner in which they were received.
  • Telephones and other electronic devices may not be returned or exchanged if removed from their original packaging.
  • In the event that a customer believes they has received defective or incorrect merchandise, the customer is required to immediately contact customerservice@luisaviaroma.com. LUISAVIAROMA reserves the right to request photographic evidence before authorizing the return shipment of merchandise. If authorized, shipping costs will be covered by LUISAVIAROMA.

LUISAVIAROMA reserves the right to refuse applications for returns/exchanges that do not comply with all TERMS & CONDITIONS.

In case of non-compliant returns, the merchandise will be returned to the customer at the shipping address specified in the original order, at the customer’s expense.

If a non-compliant return is accepted, LUISAVIAROMA will deduct a 10% administrative/restocking fee from the refund.

Customers’ right to withdrawal from contracts concluded on the LUISAVIAROMA website is waived in accordance with Article 59 of the Italian Consumer Code as regards to the following:

  1. The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  2. The supply of goods which are liable to deteriorate or expire rapidly.
  3. The supply of made-to-measure goods or clearly customized goods upon specific request of the customer.

Customers’ right to withdrawal is waived for “special orders”, i.e., items which have been expressly ordered by LUISAVIAROMA specifically for the customer.

The following is a non-exhaustive list of items ineligible for return:

  • Expressly indicated items in the underwear/lingerie section.
  • Expressly indicated items in the Beauty section.
  • Christmas boxes.

For each item ineligible for return, LUISAVIAROMA provides customers with an indication directly on the product information page. At its sole discretion, LUISAVIAROMA reserves the right to accept customers’ return applications even for items ineligible for return, should LUISAVIAROMA deem it appropriate for justified reasons.

Please note that LUISAVIAROMA constantly monitors the number of returns. Frequent returns that do not comply with all TERMS & CONDITIONS will be flagged. LUISAVIAROMA reserves the right to close an account or not to complete orders of customers who continuously breach the TERMS & CONDITIONS.

For matters not specifically mentioned, please refer to the European Distance Selling Regulation.

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-0A0056EA - 2023-12-06T12:53:54.3021969+01:00