What is the payment method?
Luisa Via Roma accepts VISA, Mastercard, American Express, Maestro and PayPal.
When will my order be shipped?
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 Luisa Via Roma warehouse, as indicated in the confirmation email sent after the order’s completion.
What do I do if I receive a defective item?
Luisa Via Roma guarantee that all their items are verified by their quality control department before they are shipped. If you happen to receive a defective item, they ask you to send an email to [email protected] specifying your order number and item code, including photos (showing the security tag visibly attached to the item) so that they 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.
What is the refund policy?
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.
Can I cancel an order?
Only orders that have not been processed can be canceled. To request an order cancellation please go to MY AREA and either sign in to 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 Luisa Via Roma customer service at the following email: [email protected]
How can I return an item?
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 in to 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, Luisa Via Roma will send a confirmation email, with the Return Authorization Number (RAN), the shipping label and instructions for the return shipment.