Frequently Asked Questions

Select your task to view all related FAQ's.

How do I find a product ?

Every product on our site has its own product page, showing a range of images, and sometimes video. There is also information about colors, sizes, and other materials in which the item is offered. You can find a product page in several ways:
(a) Search. Enter the product name or number in the search box You’ll see everything from the site related to your product.

(b) Browsing. As you look through the product categories of our EShop section, you will discover product pages for all our items.

How do I buy a product ?

From the product page (see above), choose the color and size you need. Then add the item to your shopping bag.

If your preferred combination of color and size is unavailable, you will be offered a Merchandise Request Form. You can use this brief form to let our Customer Service team know what you need. They will then contact you directly with more details.

Once you have everything you want in your shopping bag, proceed to the checkout. There are a few simple steps to purchasing:

login, if already registered, or create a new account. Otherwise, continue with your purchase as a guest.

Checkout. Insert personal data and delivery address, accept the Terms of Sale, select gift and shipping options, and verify your order details.

Payment. Select the payment method and submit your order.

Once payment has been authorized, we will send you an email confirming that we have received the order and are processing it.

As soon as your order is on its way, we will email you again with details of your order, an electronic invoice if required, and a link to track your delivery.

How do I know if a product is in stock ?

Items in our Eshop usually are in stock. Even if an item is in stock, however, please be aware that another customer could buy an item you want before you complete the order - even if the item is in your shopping bag.

If your preferred combination of color and size is unavailable, you will be offered a Merchandise Request Form. You can use this brief form to let our Customer Service team know what you need. They will then contact you directly with more details. You will be notified when the product is back in stock.

How can I be sure your products are authentic?

We unconditionally guarantee that every item we sell is 100% authentic. We cannot comment on, or guarantee, the authenticity of any products bought from other websites.

How do I know which size to choose?

We offer a sizing chart on each product page to show various international conversions.

Do I need an account to place an order?

No. You can place an order as a guest.

But, registering with our site allows you to:

Track your orders and look back at previous purchases

Request returns or exchanges

Save addresses for easier ordering

Manage your account details and order history, and see the status of your orders

Create and manage a wish list.

How do you identify my location?

We use your IP address to determine your location and currency.

What if I forget my password?

Don’t worry. Just follow the ‘Forgot your Password’ instructions under ‘Login’.

Which forms of payment do you accept?

Payment by credit card
For orders shipped in the United States, Europe and Middle East, we accept Visa, MasterCard and American Express. Your card will only be charged when your order is shipped as described in the applicable Terms of Sale.

For orders shipped in Japan, we accept Visa, MasterCard, American Express, JCB and Diners.

Payment by wire transfer
For orders shipped in Europe (Russia included), we accept bank wire transfer payments for orders to be delivered in Europe, although possible restrictions may apply due to local laws and regulations. We only accept payments from bank accounts whose holder corresponds to the person placing the order on the website and who will then receive the e-invoice. Payment must be made in the currency as indicated in the order. We will not ship the goods until we receive confirmation from our bank that the payment has been successfully credited to our account.

Payment by cash on delivery
For orders shipped in Mainland China and United Arab Emirates, we accept cash on delivery.

For orders shipped in Mainland China
Please note that you must be based in Mainland China to ship orders within China.

For orders shipped in the United Arab Emirates
Loro Piana accepts payment by COD through our courier partner, Time Express. To be eligible for this service, merchandise must be shipped to an address within the COD service area provided by Time Express. The Time Express courier accepts cash payment for all orders with a total value up to 50,000 AED.

Orders paid with a credit/debit card on the Point of Sales ("POS") machine brought by Time Express on deliver will experience a surcharge of 3.5% of paid amount.

Payment with Alipay
For orders shipped in Mainland China, European Union and United States.

Payment with WeChat Pay
For orders shipped in Mainland China

Payment with PayPal
For orders shipped in Europe and United States.

Payment with Ewallet: Apple Pay e Google Pay
For orders shipped in Europe, Middle East and United States.

Are my credit card details safe on your site?

Your online security is important to us. The page on which you enter your card details is directly operated by Adyen, Cybersource (for orders shipped in Japan), or Checkout.com (for orders hipped in UAE), which are PCI-compliant companies using industry accepted security technology. All orders on our site are processed through our payment provider’s PCI-compliant company using industry accepted security technology.

For additional security, we have also introduced 3D secure services. These protect your card by asking for a password every time you make a purchase with us. (To use this service, please first register with the bank that issued your card).

We store your address details securely, to save you having to enter them every time.

Can I order by phone?

Of course.

For orders to be delivered in Europe (Russia included), please call our Customer Service team any time between 09:00 and 18:00 CET from Monday to Friday (except national Italian holidays). Call +39 02 778 028 00 (international) or 800 925 545 (Italy).

For orders to be delivered in the United States, please call our Customer Service team any time between 9:00AM and 6:00PM EST from Monday to Friday (except national American holidays) at 212-652-1650 or toll free at 1-855-481-9100.

For orders to be delivered in Mainland China, please call our Customer Service team any time between 09:00 and 22:00 local China time from Monday to Sunday (except Chinese national holidays). Toll free (China) 4008-568-580.

For orders to be delivered in the United Arab Emirates, please call our Customer Service team any time between 10:00 and 18:00 local UAE time from Sunday to Thursday (except during National Holidays). +97145262408.

For orders to be delivered in South Korea, please call our Customer Service team any time between 09:00 and 22:00 local China time from Monday to Sunday (except Chinese national holidays). Toll free (China) 4008-568-580.

For orders to be delivered in South Korea, please call our Customer Service team at +82 26 200 77 99.

Can I add items to an order I have already placed?

No. We are sorry, but we cannot combine orders, or add items to an order once it has been submitted.

How do I know you have received my order?

We will email you to confirm we have received your order, and are processing it. Once your order has been shipped, we will send you another email with tracking details and an electronic invoice as described in the applicable Terms of Sale.

When will my card be charged?

For orders shipped in Europe (Russia included), the United States, Japan and United Arab Emirates, your card will only be charged once your order has been shipped as described in the applicable Terms of Sale. If any of the items you ordered are not available, you will not be charged for them. In the rare situation that none of your ordered items are available, or if there is a problem authorizing your card, our Customer Service team will contact you by email.

Can I send a product as a gift to someone else ?

Yes, you can send any item as a gift. Every gift item is sent gift-wrapped in our signature Kummel gift boxes with green ribbons. You can add a personal message by clicking the Gift option during checkout.

Can I save my addresses for future use?

Yes, your user account has an address book which allows you to automatically save and edit addresses for easy reference in the future.

How should I enter my Postal/Zip code?

Please follow the instructions below for your country. If there are more spaces that you need for your postal code, please add a zero or zeroes before the code, to fill the extra spaces.

Austria - Enter four digits, for example 1234.
Belgium - Enter four digits, for example 1234.
Bulgaria - Enter four digits, for example 1234.
Czech Republic - Enter five digits, for example 12345.
Denmark - Enter four digits, for example 1234.
Estonia - Enter five digits, for example 12345.
Finland - Enter five digits, for example 12345.
France - Enter five digits, for example 12345.
Germany - Enter five digits, for example 12345.
Greece - Enter five digits, for example 12345
Hungary - Enter four digits, for example 1234
Italy - Enter five digits, for example 12345.
Latvia - Enter four digits, for example 1234
Lithuania - Enter five digits, for example 12345.
Luxembourg - Enter four digits, for example 1234.
Monte Carlo - Enter five digits, for example 12345.
Poland - Enter five digits, for example 12345.
Portugal - Enter four or seven digits, for example 1234 or 1234567.
Rep. of Ireland - Leave the postal code blank and just enter your country.
Romania - Enter six digits, for example 123456.
Russia - Enter six digits, for example 123456.
Slovakia - Enter five digits, for example 12345.
Slovenia - Enter four digits, for example 1234.
Spain - Enter five digits, for example 12345.
Sweden - Enter five digits, for example 12345.
The Netherlands - Partial and complete postal codes both work, for example 1234 or 1234AB.
United Kingdom - Enter your postcode with the space, for example AB12 3CD.
United States - Enter five digits, for example 12345.
China - Enter six digits, for example 100081.
Japan - Enter seven digits, for example 123-4567.
South Korea - Enter five digits, for example 12345.
Ukraine - Enter five digits, for example 12345.

What is the cost of shipping?

Standard shipping is always free. In certain countries, for example United States, there are express shipping options. There may be customs charges to pay, for example for Saudi Arabia and Ukraine.

Do you provide same day delivery service?

Yes, for orders shipped to Manhattan we offer same day delivery as an option that can be selected directly on our website. Orders placed by 12:00PM EST on weekdays will be delivered by 6.00PM EST on the same day. Orders placed on weekends or after 12.00PM EST on weekdays will be delivered on the next business day.

If you ship to locations near Manhattan in New York, New Jersey or Connecticut (the “Tri-State area”) and would like to see if we can provide same day delivery please contact our customer service by email at customerservice.us@loropiana.com or call any time between 9:00AM and 6:00PM EST from Monday to Friday (except American national holidays) at 212-652-1650 or toll free at 1-855-481-9100.

How quickly can I get my order and how much will it cost ?

We only ship your order once all the payment and delivery details have been approved. All charges for delivery will appear directly on your checkout page after you have selected your shipping address.

Within the E.U. we ship using DHL express and your order should arrive within three to five business days.

Within China, we ship using SF Express and your order should arrive within five business days.

Within the U.S. we ship using FedEx and we offer three shipping options:

Regular: Order should arrive within 7 business days.

Expedited: Order should arrive within 3 business days.

Same Day Delivery: We provide same day delivery in Manhattan and, in some cases, to the Tri-State area as described above.

Within Japan: We ship using Yamato and your order should arrive within three to five business days.

Within South Korea: We ship using Ilyang and your order should arrive in three business days.

Within UAE: We ship using Time Express and your order should arrive one to two business days. Same delivery service for orders to Dubai and Abu Dhabi placed before 11:00AM on the same day. Next day delivery service for orders to all other UAE addresses, and for orders placed between 11:00AM and 5:00PM on the previous day. Friday delivery for all orders placed before 3:00PM on the previous day.

Every delivery must be signed for, as we need proof of delivery. We cannot authorize a delivery without a signature, so please make sure you are available to sign for the delivery. You can track the progress of your order using the ‘Order History’ tab in your account.

Any delivery date or time specified by us is an estimate only, and we will not be liable for any loss or damage suffered by you resulting from any delays in delivery.

Which countries can you deliver to ?

Our Eshop offers direct delivery services to the countries listed below. If you would like to inquire about delivery to another location please contact our Customer Service by email at customerservice.eu@loropiana.com or by phone Monday through Friday from 9 to 18 CET (except Italian national holidays) by dialing +39 02 778 02800 or 800 925 545 (when calling from Italy).

North America:
United States

Asia:
Mainland China
Japan
South Korea

Middle East:
United Arab Emirates
Qatar
Saudi Arabia
Kuwait

Europe:
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czechia
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
Poland
Portugal
Monaco
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
Netherlands
Ukraine
United Kingdom

Please note that unfortunately we are not able to deliver to European Countries with special tax exemptions, Post Office Boxes or U.S. territories including the U.S. Virgin Islands, Puerto Rico, and Guam.

For orders shipped in Europe, please email our Customer Service team at customerservice.eu@loropiana.com or call any time between 09:00 and 18:00 CET from Monday to Friday (except Italian national holidays). Call +39 02 778 028 00 (international) or 800 925 545 (Italy).

For orders shipped in the United States, please email our Customer Service team at customerservice.us@loropiana.com or call any time between 9:00AM and 6:00PM EST from Monday to Friday (except American national holidays) at 212-652-1650 or toll free at 1-855-481-9100.

For orders shipped in China, please email our Customer Service team at customerservice.cn@loropiana.com or call any time between 9:00AM and 22:00PM China local time from Monday to Sunday (except Chinese national holidays) at +86 21 5298 6371 or toll free (China) at 4008-568-580.

For orders shipped in Japan, please email our Customer Service team at customerservice.jp@loropiana.com or call any time between 12.00PM and 8.00PM Japan local time from Monday to Friday (except during Japanese national holidays) at +81 (0) 3-6228-5077.

For orders shipped in United Arab Emirates, please call our Customer Service team on +97 14 52 62 410 or Whatsapp +97 15 66 87 57 98, Sunday to Thursday, from 10:00AM to 6:00PM UAE time (except during National Holidays).

For orders shipped in South Korea, please email our Customer Service team at customerservice.kr@loropiana.com or call +82 26 200 77 99.

Can you ship to multiple addresses?

Unfortunately not. If you need items sent to different addresses, please place a separate order for each address. For corporate orders, please contact our Customer Service team.

Can I change the delivery address once my order has been sent ?

Unfortunately not, so please make sure you provide a suitable delivery address.

How will my order be packed?

Each item in your order will be delivered in one of our signature Kummel colored gift boxes.

Is my package insured?

All items are insured against theft and accidental damage while in transit. Once your items have been delivered and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

Do I need to sign for my order ?

Yes. Every delivery must be signed for, as we need proof of delivery. We cannot authorize a delivery without a signature, so please make sure you are available to sign for the delivery.

Can I track my order ?

Once your order has been shipped, we will send you an email confirming the shipping details, with a tracking number. You can always view and track the status of your shipment by logging to your account and clicking the relevant order.

For orders delivered to Japan, you can track the progress of your order by entering the tracking number provided in your Order Confirmation directly into our carrier’s website .

For Same Day Delivery, to check the status of your delivery, please contact our Customer Service Team directly by email at customerservice.us@loropiana.com or call any time between 9:00AM and 6:00PM EST from Monday to Friday (except American national holidays) at 212-652-1650 or toll free at 1-855-481-9100.

What duties and taxes will I have to pay?

Orders Shipped to the European Union and Mainland China
All orders shipped in the European Union and China are already inclusive of VAT by default.

Orders Shipped to Saudi Arabia and Ukraine
There may be customs charges to pay directly at the courier at the time of delivery.

Orders Shipped to the United States
For orders shipped to the United States, any taxes and duties are calculated according to the value of your order, your billing address and your shipping destination as applicable by law. Please refer to the applicable Terms of Sale for information regarding taxes.

Restrictions in delivering some products to California, U.S.
Pursuant to California penal code, we cannot ship orders for products that contain python or other prohibited materials to the State of California.

Orders Shipped to Japan
For orders shipped to Japan, any taxes and duties are calculated according to the value of your order and your shipping destination. Any such taxes and duties will be itemized on the order check-out page, the Order Confirmation, and the e-mailed invoice.

How do I contact Customer Service?

If you have any questions or concerns, please feel free to contact our Customer Service and we will respond as quickly as possible:

For orders shipped in Europe, please email our Customer Service team at customerservice.eu@loropiana.com or call any time between 09:00 and 18:00 CET from Monday to Friday (except Italian national holidays) at +39 02 778 028 00 (international) or toll free at 800 925 545 (Italy).

For orders shipped in the United States, please email our Customer Service team at customerservice.us@loropiana.com or call any time between 9:00AM and 6:00PM EST from Monday to Friday (except American national holidays) at 212-652-1650 or toll free at 1-855-481-9100.

For orders shipped in China, please email our Customer Service team at customerservice.cn@loropiana.com or call any time between 9:30AM and 6:30PM China local time from Monday to Friday (except Chinese national holidays) at 4008-568-580 (from China).

For orders shipped in Japan, please email our Customer Service team at customerservice.jp@loropiana.com or call any time between 12.00PM and 7.00PM Japan local time from Monday to Friday (except during Japanese national holidays) at +81 (0) 3-6228-5077.

For orders shipped in United Arab Emirates, please call our Customer Service team on +97 14 52 62 410 or Whatsapp +97 15 66 87 57 98, Sunday to Thursday, from 10:00AM to 6:00PM UAE time (except during National Holidays).

For orders shipped in South Korea, please email our Customer Service team at customerservice.kr@loropiana.com or call +82 26 200 77 99.

What is an Alteration?

The Alteration service offers you the opportunity to make the product fit your body.
As an example, if you want to make your pants fit you, we can hem the pants leg.
Other illustrative examples of Alterations can be considered the fit to bring in the waist or shorten jacket sleeves.
The original product design is extremely important to us. Its modification cannot be considered an Alteration (e.g. shortening of sleeves to a three-quarter length or modifying a neckline).
In the same way, we will be happy to offer you product personalization, customization and repair when needed, but these services are not considered an Alteration.

List of Stores in which it is possible to request an Alteration:

CHINA

Beijing China World Beijing Unit SL1016-1017, South of China World Mall, No.1, Jian Guo Men Wai Avenue
Shanghai P66 Men Shanghai Shi B121, PLAZA66, NO. 1266 WEST NANJING ROAD, JING'AN DISTRICT
EMEA City Address Dubai Mall Dubai Fashion avenue
Wien Wien Kohlmarkt 16
Saint-Moritz St. Moritz Via Serlas 30, St. Moritz
Genève Genève Rue du Rhône 80-82
Zurich Zürich Bahnhofstrasse 26
Gstaad Gstaad Promenade 28
Praha Praha Parizska 26
Frankfurt Frankfurt Goethestrasse, 11
München München Maximilianstrasse 21
Duesseldorf Düsseldorf K - Center, Koenigsallee 28/30
Hamburg Hamburg Neuer Wall, 46
Barcelona Barcelona Paseo de Gracia 89
Madrid Madrid Calle Ortega y Gasset 16
Puerto Banus Puerto Banùs Calle Ribera 10
Paris Faubourg Paris 12, Rue du Faubourg St. Honoré
Paris Montaigne Paris 38, Avenue Montaigne
Cannes Cannes 38, Boulevard de La Croisette
Saint-Tropez St. Tropez 7, Rue Laugier
London Sloane Street London 47-48 Sloane Street
London Bond Street London 153 New Bond Street
Milano Montenapoleone Milano Via Montenapoleone 27
Firenze Firenze Via Tornabuoni 34/36 R
Roma Roma Via dei Condotti 24
Porto Cervo Porto Cervo Via la Passeggiata 7
Capri Capri Via Camerelle, 51A, 53, 55
Forte Dei Marmi Forte Dei Marmi G. Carducci, 17
Portofino Portofino Piazza Martiri dell'Olivetta 9/10
Venezia Venezia San Marco Ascensione 1301
Montecarlo Monte-Carlo Allée François Blanc

JAPAN

Fukuoka Iwataya Ladies Fukuoka-Shi Iwataya Fukuoka, 2-5-35 Tenjin, Chuo-ku
Fukuoka Iwataya Men Fukuoka-Shi Iwataya Fukuoka, 2-5-35 Tenjin, Chuo-ku
Kobe Daimaru Hyogo 40 Akashicho, Chyuo-ku Kobe-shi Daimaru Kobe 2F
Kyoto Takashimaya Kyoto 52, Nishiiru Shincho,Shijo-DoriKawaramachi, Shimogyo-ku
Nagoya Matsuzakaya Aichi Matsuzakaya Nagoya, 3-16-1 Sakae, Naka-ku, Nagoya-shi
Osaka Daimaru Shinsaibashi Osaka Daimaru Shinsaibashi, 1-7-1 Shinsaibashisuji, Chuo-ku, Osaka-sh
Osaka Hankyu Umeda Ladies Osaka 5F 8-7 Kakuda-cho Kita-ku
Osaka Hankyu Umeda Men Osaka Hankyu Umeda Mens, 7-10 Kakuda-cho, Kita-ku, Osaka-shi
Osaka Hilton Plaza Osaka Hilton Plaza East 1F, 8-16 Umeda 1-chome
Osaka Takashimaya Osaka Takashimaya Osaka, 5-1-5 Nanba, Chuo-Ku, Osaka-shi
Sapporo Mitsukoshi Hokkaido Mitsukoshi Sapporo, 3-8 Nishi, 1-jyo Minami, Chuo-ku, Sapporo-shi
Tokyo Ginza Namiki Dori Tokyo 3-5-8 Ginza, Chuo-ku, Tokyo.
Tokyo Isetan Shinjyuku Ladies Tokyo Isetan Shinjyuku Ladies, Main building, Sinjyuku 3-14-1, Sinjyuku-ku
Tokyo Isetan Shinjyuku Men Tokyo Shinjuku 3-14-1, Shinjuku-ku
Tokyo Mitsukoshi Nihonbashi Tokyo Mitsukoshi Nihonbashi, 1-4-1 Nihonbashi Muromachi, Chuo-ku
Tokyo Roppongi Hills Tokyo Roppongi Hills, 6-12-2 Roppongi, Minato-ku
Tokyo Takashimaya Nihonbashi Tokyo Takashimaya Nihonbashi, 2-4-1 Nihonbashi, Chuo-ku

SOUTH ASIA

Hong Kong Elements Hong Kong Shop 2010, Elements, 1 Austin Rd West, Tsim Sha Tsui, Kowloon
Hong Kong Harbour City Hong Kong Shop G213, Harbour City, Tsim Sha Tsui
Hong Kong IFC Hong Kong Shop 2046-47, IFC Mall, Central
Hong Kong Landmark Hong Kong Shop 103-4, Landmark Atrium
Hong Kong Lee Garden Hong Kong shop 3, G/F, 28 Yun Ping Road, Causeway Bay
Hong Kong Pacific Place Hong Kong Shop 341, Pacific Place Mall, Admiralty
Macau Four Seasons Macau Shop 2805-06, Level 2, The Shoppes at Four Seasons, Cotai Strip, Macau
Macau Galaxy Macau G097, The Promenade, Galaxy MacauTM, Cotai
Macau One Central Macau Shop G6-G7, One Central Shopping Mall
Macau Wynn Peninsula Macau Wynn Mall, Rua Cidade de Sintra, NAPE
Singapore ION Singapore Unit Nos #02-18, ION Orchard, 2 orchard Turn
Singapore Marina Bay Sands Singapore 2 BAYFRONT AVENUE #B1-79 THE SHOPPES AT MARINA BAY SANDS Taichung SKM Taichung 1/F, Taichung Zhonggang Branch of SKM, located at No.301, Section 3, Taiwan Blvd., Xitun District
Taipei 101 Taipei Shop L3.15, Taipei 101 Mall
Taipei Regent Taipei Regent Hotel, B1, Shop 110, Taipei
Taipei SKM Taipei 1F., No.19, Songgao Rd., Xinyi Dist., Taipei City, Taiwan
Taipei Sogo Taipei No300, Section 3, Zhongxiao East Road, 2/F, Sogo Fuxing store, Da'an district

SOUTH KOREA

Busan Lotte Busan Lotte Department Store Busan B1F, 772 Gaya-daero, Busanjin-gu
Busan Shinsegae Centum City Busan Shinsegae Department Store Centum City 2F, 35 Centumnam-daero, Haeundae-gu
Daegu Hyundai Daegu Hyundai Department Store Daegu 2F, 2077 Dalgubeoldae-ro, Jung-gu
Daegu Shinsegae Daegu Shinsegae Department Store Daegu 5F, 149 Dongbu-ro, Dong-gu
Seoul Chungdam Seoul 448 Apgujeong-ro, Gangnam-gu
Seoul Galleria Seoul Galleria Department Store EAST 2F, 407 Apgujeong-ro, Gangnam-gu
Seoul Galleria Men Seoul Galleria Department Store EAST 4F, 407 Apgujeong-ro, Gangnam-gu
Seoul Hyundai Coex Seoul Hyundai Department Store Trade Center 3F, 517 Teheran-ro, Gangnam-gu Seoul Hyundai Main Seoul Hyundai Department Store Apgujeong Main 2F, 165 Apgujeong-ro, Gangnam-gu
Seoul Hyundai Mokdong Seoul Hyundai Department Store Mokdong 3F, 257 Mokdong-ro, Yangcheon-gu
Seoul Lotte Avenuel Downtown Seoul Lotte Department Store Avenuel 3F, 73 Namdaemun-ro, Jung-gu
Seoul Lotte Avenuel World Tower Seoul Lotte Department Store Avenuel World Tower 1F, 300 Olympic-ro, Songpa-gu
Seoul Shinsegae Gangnam Ladies Seoul Shinsegae Department Store Gangnam 2F, 176 Sinbanpo-ro, Seocho-gu
Seoul Shinsegae Gangnam Men Seoul Shinsegae Department Store Gangnam 6F, 176 Sinbanpo-ro, Seocho-gu
Seoul Shinsegae Main Seoul Shinsegae Department Store Myeongdong Main 3F, 63 Sogong-ro, Jung-gu

NORTH AMERICA

Aspen ASPEN 316 South Galena Street Tel. 970 - 544 - 0502
Bal Harbour Shops BAL HARBOUR 9700 Collins Avenue Tel. 305 - 867 – 1680
Beverly Hills BEVERLY HILLS 455 North Rodeo Drive Tel. 310 - 860 - 0765
Boston BOSTON 43 Newbury Street Tel. 617 - 236 - 4999
Holt Renfrew Calgary CALGARY 510 8th Avenue SW, AB T2P 4H9 Tel. (403)269-7341 EXT
Chicago CHICAGO 39 East Oak Street Tel. 312 - 664 - 6644
South Coast Plaza COSTA MESA 3333 Bristol Street Tel. 714 - 432 - 1301
Highland Park Village DALLAS 42 Highland Park Village Tel. 214 - 520 - 0951
The Shops At North Creek DENVER 105 Fillmore Street Tel. 303 - 399 - 2303
East Hampton EAST HAMPTON 45 Main Street, East Hampton Tel. (631) 527-2013
Royal Hawaiian Center HONOLULU 2201 Kalakaua Avenue Tel. 808 - 921 - 2151
The Galleria HOUSTON 5085 Westheimer Road, Suite #A2210 Tel. +1 713 888 0600
Mall Boulevard KING OF PRUSSIA 350 Mall Boulevard, Suite 3003 Tel. 610.382.0157
The Forum Shops At Caesars LAS VEGAS 3500 Las Vegas Blvd South Tel. 702 - 369 - 0497
The Esplanade At Encore LAS VEGAS 3121 Las Vegas Blvd South Tel. 702 - 862 - 4234
Crystals At City Center LAS VEGAS 3720 Las Vegas Blvd South, #223A Tel. 702 - 696 - 0033
Americana Manhasset MANHASSET 2018 Northern Boulevard Tel. 516 - 869 - 9469
Manhattan MANHATTAN 748 Madison Avenue Tel. 212 - 980 - 7961
Design District MIAMI 151 NE 39th Street, Tel. 305 - 576 - 6589
Palm Beach PALM BEACH 245 Worth Avenue Tel. 561 - 833 – 7016
San Francisco SAN FRANCISCO 233 Geary Street Tel. 415 - 593 - 3303
The Mall At Short Hills SHORT HILLS 1200 Morris Turnpike Tel. 973 - 912 - 9393
Vail VAIL 288 Bridge Street Tel. 970 - 479 – 2383
Holt Renfrew Vancouver VANCOUVER 737 Dunsmuir Street, BC V7Y 1E4 Tel. (604)681-3121 EXT 71640
Washington D.C. WASHINGTON D.C. 949 H Street NW Tel. 202 - 682 4500

How can I benefit from an Alteration?

You can bring any item you bought through our site or in a Store to a Loro Piana Store. Alterations are provided for free within six (6) months after the items are purchased. Please bring a copy of the original Receipt, as well as the item to be altered. The timing of alterations depends on the services requested, the number of items to be altered, and the availability of the staff at each store.

Download

DOWNLOAD

How do I Return or Exchange an item?

The following policy applies only to Goods purchased on our Website. We cannot accept returns/exchanges of Goods purchased on other websites, in physical stores, or Goods from countries where we do not ship merchandise directly.

For orders delivered to Russia, we will not accept returns for changing the color or size of the items. If you would like a different item, you should return your purchase and place a new order.

How do I Return or Exchange an item using Loro Piana's Free Pick?

The original purchaser can arrange a free exchange or return of any item bought through our website, in three simple steps which are described in the applicable Terms of Sale and summarized as follows:

1. Login to your account at www.loropiana.com. Choose the detail page for your order and mark the items you need to return/exchange. You will receive a Return Authorization Number.

2. Place all items for return or exchange in their original boxes and packaging, along with the Return Authorization Number (see above). Each item must be in original, new and unused condition, with all its original tags and labels still attached.

3. Attach the adhesive “Eshop/eCommerce Urgent” sticker to the outside of the box.

For orders shipped in Europe: stick the provided return label onto the box. In case you want to specify a different pickup address, you can do it while entering the return request (step 1. In the instructions above) and print a new return label. Then call DHL to arrange a suitable time for them to collect your box:

AUSTRIA, +43 2236 207
BELGIUM, +32 2 715 5050
BULGARIA, +359 2 9309400
CZECH REPUBLIC, +420 840 103000
CROATIA, +385 1 665 1111
CYPRUS, +357 22 799000
DENMARK, +45 703 45345
ESTONIA, +372 6 808555
FINLAND, +358 20 5338014
FRANCE, +33 08020 20 2525
GERMANY, +49 180 6345 3003, +49 180 6345 3001
GREECE, +30 210 9890800
HUNGARY, +36 1 382 3499
IRELAND, +353 1 870 0700, 1890 725725 (national calls only)
ITALY, +39 02 82470225, 199 199 345 (national calls only)
LATVIA, +37 167715511
LITHUANIA, +370 5 2360700
LUXEMBOURG, +352 350909
MALTA, +356 21 800148
POLAND, +48 22 5464202
PORTUGAL, +351 21 1127200
PRINCIPALITY OF MONACO, +33 08020 20 2525
ROMANIA, +40 21 222 1777
SLOVAKIA, +421 2 4822 9229
SLOVENIA, +386 1 5887800
SPAIN, +34 93 2676040
SWEDEN, +46 771 345345
THE NETHERLANDS, +31 88 0552 000
UK, +44 844 2480844

For orders shipped in the United States: attach the pre-addressed FedEx label to the outside of the box. Go to www.fedex.com or call 1-800-GOFEDEX (1-800-463-3339) to arrange a suitable time for FedEx to collect your box.

For orders shipped in China: Call us at 400-889-1888 to arrange a suitable time for SF Express to collect your box.

For orders shipped in Japan: complete the pre-addressed Yamato airway bill and attach it to the outside of the box. Call +81 (0) 120-01-9625 to arrange a suitable time for Yamato to collect your box or visit their website to arrange a suitable time for them to collect your box.

For orders shipped in South Korea: call us on +82 26-200-7799 to arrange a suitable time for Ilyang to collect your box. We will then provide you the return label to apply to the box.

Please note that we will inspect all returned merchandise to make sure it complies with our Terms of Sale, and then promptly exchange the goods or issue a refund to the original credit card or the bank account used for the original purchase (for more details please see the Conditions of Return or Exchange below). All return shipments are provided free of charge.

The return process for gifts is described below.

In case of payment by wire transfer received from a country outside the European Union, you will be contacted by our Customer Service to obtain all necessary information. Please note that the bank account provided for the reimbursement must be the same bank account used for the original purchase.

The procedure for entering a return for items shipped to Russia is available in the dedicated section.

How do I Return or Exchange an item in the stores?

As an additional opportunity, you are welcome to return or exchange any item bought through our Eshop in one of several Loro Piana Stores, within 30 days post purchase. Please keep in mind that Products shipped to the United States can only be returned or exchanged at our stores in the United States. Products shipped to Japan can only be exchanged at our stores in Japan and cannot be returned. Products shipped in Mainland China and EMEA (Europe, Russia, United Arab Emirates) cannot be returned in any physical store. The process for returning or exchanging in our stores is described in the applicable Terms and Conditions.

For orders delivered to Russia, returns and changes at Loro Piana stores will not be available, but it will be offered a free pick up service.

Loro Piana Stores in Usa that accept Eshop Returns and Exchanges

ASPEN, 316 South Galena Street Tel. 970 - 544 - 0502
BAL HARBOUR, Bal Harbour Shops 9700 Collins Avenue Tel. 305 - 867 – 1680
BEVERLY HILLS, 455 North Rodeo Drive Tel. 310 - 860 - 0765
BOSTON, 43 Newbury Street Tel. 617 - 236 - 4999
CHICAGO, 39 East Oak Street Tel. 312 - 664 - 6644
COSTA MESA, South Coast Plaza 3333 Bristol Street Tel. 714 - 432 - 1301
DALLAS, Highland Park Village 42 Highland Park Village Tel. 214 - 520 - 0951
HONOLULU, Royal Hawaiian Center 2201 Kalakaua Avenue Tel. 808 - 921 - 2151
HOUSTON, 5015 Westheimer Rd., Houston, TX 77056 Retail Space #A2210, Tel. 713 - 888 - 0600
LAS VEGAS, The Esplanade At Encore 3121 Las Vegas Blvd South Tel. 702 - 862 - 4234
LAS VEGAS, Crystals at City Center 3720 Las Vegas Blvd South, #223A Tel. 702 - 696 - 0033
MANHASSET, Americana Manhasset 2018 Northern Boulevard Tel. 516 - 869 - 9469
MANHATTAN, 748 Madison Avenue Tel. 212 - 980 - 7961
MIAMI, Design District 151 NE 39th Street, Tel. 305 - 576 - 6589
PALM BEACH, 245 Worth Avenue Tel. 561 - 833 – 7016
SAN FRANCISCO, 212 Stockton Street Tel. 415 - 593 - 3303
SHORT HILLS, The Mall At Short Hills 1200 Morris Turnpike Tel. 973 - 912 - 9393
VAIL, 288 Bridge Street Tel. 970 - 479 – 2383
WASHINGTON D.C. 949 H Street NW Tel. 202 - 682 4500

Loro Piana Stores in Japan that accept Eshop Exchanges

TOKYO GINZA, 3-5-8 Ginza, Chuo-ku, Tokyo,Tel.+81 (0) 3-5579-5182
TOKYO ROPPONGI HILLS, 6-12-2 Roppongi, Minato-ku, Tel.+81 (0) 3-5770-5700
OSAKA, The Hilton Plaza East 1F, 1-8-16 Umeda Kitaku Tel. +81 (0) 6-6453-0190.

How do I Return Or Exchange an item I received as a Gift?

Items received as gifts can be returned or exchanged as described in the applicable Terms of Sale. For questions regarding our process, please contact our Customer Service team:

For gifts received in Europe, please email our Customer Service team
at customerservice.eu@loropiana.com or call any time between 09:00 and 18:00 CET from Monday to Friday (except on Italian national holidays). Call +39 02 778 028 00 (international) or 800 925 545 (Italy).

For gifts received in the United States, please email our Customer Service team
at customerservice.us@loropiana.com or call any time between 9:00AM and 6:00PM EST from Monday to Friday (except on American national holidays) at 212-652-1650 or toll free at 1-855-481-9100.

For gifts received in Mainland China, please email our Customer Service team at customerservice.cn@loropiana.com or call any time between 9:30AM and 6:30PM from Monday to Friday (except on Chinese national holidays) at +86 21 5298 6371 or toll free at 4008-568-580.

For gifts received in Japan, please email our Customer Service team at customerservice.jp@loropiana.com or call any time between 12.00PM and 8.00PM Japan local time from Monday to Friday (except during Japanese national holidays) at +81 (0) 3-6228-5077.

For gifts received in South Korea, please email our Customer Service team at customerservice.kr@loropiana.com or call +82 26 200 77 99.

The return process for items bought by the original purchaser is described above.

What are the conditions of Return or Exchange?

You may return or exchange (for color or size) any item you have purchased through the Loro Piana website within thirty (30) days after the products are received.

The above policy applies only to products purchased on our website (www.loropiana.com). We cannot accept returns or exchanges for products purchased on other websites, in our physical stores, or Goods from countries where we do not ship merchandise directly. You can read our complete return and exchange policy in our Terms and Conditions.

How do I Return an item bought in a Loro Piana store?

The following policy applies only to Products purchased in our Directly Operated Stores*.

You may return any product purchased by you or received as a gift, in any Loro Piana store of your choice (Store Locator) in the country of purchase, within 30 days post purchase.

Returning your purchased Products in our store is free and can be done in 2 easy steps:
1. Bring your products, in perfect condition, new, unaltered, unused, and with all of the tags and labels attached, in their original packaging along with the Receipt that you received with the original purchase, to a Loro Piana Store.
2. A store representative will check the products to make sure that they are in perfect condition, new, unaltered, unused, and with all of the tags and labels attached. If the products comply with the standards stated in our Terms and Conditions, then the requested return will be accepted. The Store representative will explain the different options for you to choose in return of your products.

In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms and Conditions, or where we have any reason to believe that the Products are fraudulent, we will not be able to accept the return

* For items purchased in Department Stores or Shop-in-shops please refer to the Terms & Conditions displayed on the original receipt

Download

DOWNLOAD

How does the Wishlist work?

You can save any item on the site in your Wishlist or lookbook, making it easy to find later. Simply click the star icon in the categories or product pages. You can see your Wishlist any time by clicking the Account icon.

You can use the Wishlist even if you are not registered and logged in on the site. In this case, if you close the browser, you will lose your selected items. We suggest to login or create an account.

How do you manage Cookies?

Please visit the dedicated section.

Will you keep my personal information private?

We will maintain your personal information in accordance with the applicable Privacy Policy posted on the Site and will maintain reasonable procedures to protect the security of your personal information from unauthorized access, use or disclosure. For further details please read our full Privacy Policy available in the Legal section of our site.

How do I return a faulty/defective product?

You have the right to return Products for quality problems provided that you have the original Receipt. This policy applies both to items purchased by you and items you received as a Gift.

Loro Piana ensures 2-years guarantee on all faulty/defective products.

You can find more information listed in our Terms and Conditions.

Download

DOWNLOAD

How do I find a product ?

How do I buy a product ?

How do I know if a product is in stock ?

How can I be sure your products are authentic?

We unconditionally guarantee that every item we sell is 100% authentic. We cannot comment on, or guarantee, the authenticity of any products bought from other websites.

How do I know which size to choose?

We offer a sizing chart on each product page to show various international conversions.

Do I need an account to place an order?

How do you identify my location?

We use your IP address to determine your location and currency.

What if I forget my password?

Don’t worry. Just follow the ‘Forgot your Password’ instructions under ‘Login’.

Which forms of payment do you accept?

Are my credit card details safe on your site?

Can I order by phone?

Can I add items to an order I have already placed?

No. We are sorry, but we cannot combine orders, or add items to an order once it has been submitted.

How do I know you have received my order?

When will my card be charged?

Can I send a product as a gift to someone else ?

Can I save my addresses for future use?

Yes, your user account has an address book which allows you to automatically save and edit addresses for easy reference in the future.

How should I enter my Postal/Zip code?

Do you provide same day delivery service?

How quickly can I get my order and how much will it cost ?

Which countries can you deliver to ?

Can you ship to multiple addresses?

Unfortunately not. If you need items sent to different addresses, please place a separate order for each address. For corporate orders, please contact our Customer Service team.

Can I change the delivery address once my order has been sent ?

Unfortunately not, so please make sure you provide a suitable delivery address.

How will my order be packed?

Each item in your order will be delivered in one of our signature Kummel colored gift boxes.

Is my package insured?

Do I need to sign for my order ?

Yes. Every delivery must be signed for, as we need proof of delivery. We cannot authorize a delivery without a signature, so please make sure you are available to sign for the delivery.

Can I track my order ?

What duties and taxes will I have to pay?

How do I contact Customer Service?

What is an Alteration?

How can I benefit from an Alteration?

Download

DOWNLOAD

How do I Return or Exchange an item?

How do I Return or Exchange an item using Loro Piana's Free Pick?

How do I Return or Exchange an item in the stores?

Loro Piana Stores in Usa that accept Eshop Returns and Exchanges

Loro Piana Stores in Japan that accept Eshop Exchanges

How do I Return Or Exchange an item I received as a Gift?

What are the conditions of Return or Exchange?

How do I Return an item bought in a Loro Piana store?

Download

DOWNLOAD

How does the Wishlist work?

How do you manage Cookies?

Please visit the dedicated section.

Will you keep my personal information private?

How do I return a faulty/defective product?

Download

DOWNLOAD

Woman

Man

Woman

Man

SESIA

Somewhere in Loro Piana

Kids

Woman

Man

Knitwear

Shoes

Frequently Asked Questions

Frequently Asked Questions

Select your task to view all related FAQ's.