You may check the status of your order online by accessing your account.
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.

Once an order is placed for available items, no changes can be made to that order.
Orders placed separately will be dispatched separately.

LUISA VIA ROMA S.p.A. reserves the right to reject orders if unable to obtain verification or approval from a customer’s bank.

No changes can be introduced to an order for available items, once it has been placed.
Orders placed separately will be dispatched separately.

LUISA VIA ROMA S.p.A. reserves the right to postpone delivery if an order is not ready for dispatch due to causes beyond its control. Please note that special promotions or sales may occasionally cause delays in delivery.

LUISA VIA ROMA S.p.A. reserves the right to reject orders or deny providing services to whomever at any time.

Upon order delivery, customers are required to carefully inspect the parcel BEFORE signing as proof of delivery.

Should for whatever reason the LUISAVIAROMA parcel or the packaging look tampered with, customers are requested to either sign for the package with reservation or refuse the delivery. In the event that the delivery of the parcel has been accepted and signed with an unknown party’s signature or if there is evidence that the package has been tampered with, customers are requested to open a claim immediately with the courier and contact LUISAVIAROMA at customerservice@luisaviaroma.com.

When a reception desk or a concierge is available at the delivery address, the courier shall be entitled to deliver the package to the staff in attendance.

In the event that the parcel or the items inside are damaged or if an item shown in the delivery note is missing, customers are requested to retain the packaging for further checks.

Any claim concerning damages, missing items and/or delivery to a wrong address shall be noticed and received by LUISAVIAROMA within 10 (ten) days from the order delivery date on the courier website, and failure to comply to this term will result in the claim not being accepted.

Should parcels not be successfully delivered to customers address for reasons depending on customers (incorrect telephone number, incorrect address, absent at address, non-compliance with import regulations) as per LUISAVIAROMA commercial agreement, parcels might risk being returned to sender at customers’ expense. In such a case shipping costs and any customs charges will be deducted from any possible refund to customers.

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.