Frequently asked questions

Select your task to view all related FAQ's.

Purchasing Products

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.

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.

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.

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.

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

Creating an Account & Payment Details

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.

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

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

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 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, United States and Japan.

Each purchase can be made securely on the site thanks to advanced site certificate servers and (SSL) coding systems. We only use secure connections, indicated by the prefix "https" and the lock symbol which can be found together in the browser's address bar as soon as you enter the "Checkout" pages.

Our payments department check transactions for fraudulent activity prior to confirming a transaction and may contact you for ulterior information prior to order confirmation.

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.

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

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.

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.

Purchasing Gifts

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.

Addresses

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

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.

Delivery & Shipping

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 two shipping options:

Regular: Order should arrive within 7 business days.

Expedited: Order should arrive within 3 business days.

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 DB Schenker, DHL, and Aramex and your order should arrive within one to three business days.

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.

Our Eshop offers direct delivery services to the countries listed below. If you would like to inquire about delivery to another country/region 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
Bahrain

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.

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.

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

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

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.

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.

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.

Taxes, Duties & Restrictions

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 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.

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 02 829 518 60 (international), +39 02 829 518 18 (from Italy), +41 435 882 433 (from Switzerland) or +44 204 571 7732 (from United Kingdom).

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 and year-end holidays) at +81 03-5579-5182.

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.

Alterations

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).

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

EMEA    


Capri    Via Camerelle 51A, 53, 55    Italy
Florence    Via Tornabuoni 34/36 R    Italy
Forte Dei Marmi    G. Carducci 17    Italy
Taormina    Corso Umberto 138/140    Italy
Milan Montenapoleone    Via Montenapoleone 27    Italy
Milan Galleria    Via Silvio Pellico 6    Italy
Porto Cervo    Via la Passeggiata 7    Italy
Portofino    Piazza Martiri dell’Olivetta 9/10    Italy
Rome    Via dei Condotti 24    Italy
Venice    San Marco Ascensione 1301    Italy
Cannes    38 Boulevard de la Croisette    France
Cannes Nammos    Palm Beach, Place Francklin Roosvelt    France
Paris Faubourg    12 Rue du Faubourg St. Honoré    France
Paris Montaigne    38 Avenue Montaigne    France
Saint-Tropez    2 Rue Laugier    France
Courchevel    2 Rue du Rocher    France
London Bond Street    153 New Bond Street    United Kingdom
London Sloane Street    47-48 Sloane Street    United Kingdom
Berlin    Kurfürstendamm 188-189    Germany
Dusseldorf    Königsallee 40    Germany
Frankfurt    Goethestrasse 31-33    Germany
Hamburg    Neuer Wall 46    Germany
München    Maximilianstrasse 21    Germany
Crans-Montana    Rue do Prado 10    Switzerland
Genève    Rue du Rhône 80-82    Switzerland
Gstaad    Promenade 28    Switzerland
Saint-Moritz    Via Serlas 30    Switzerland
Zurich    Bahnhofstrasse 26    Switzerland
Barcelona    Passeig de Gràcia 89    Spain
Madrid    Calle Ortega y Gasset 16    Spain
Puerto Banus    Calle Ribera 10    Spain
Ibiza Marina    Paseo Juan Carlos I 20    Spain
Wien    Kohlmarkt 16    Austria
Mykonos    Nammos Village, Psarou Beach    Greece
Atene Astir Marina    Astir Marina Vouliagmenis, Apollonos 77, Vouliagmeni    Greece
Monte Carlo    Allée François Blanc    Principality of Monaco
Abu Dhabi Galleria    107 Hamouda Bin Ali Al Dhaheri Street    United Arab Emirates
Dubai Mall    Financial Center Road    United Arab Emirates
Dubai Mall of the Emirates    Sheikh Zayed Road, Al Barshaa First, Mall of the Emirates, Level 2    United Arab Emirates
Doha Vendome    Place Vendome Mall, Luisail, Luxury Boulevard, Ground Floor    Qatar
Kuwait Avenues Mall    Al-Rai- 5th Ring Road    Kuwait
Kuwait Salhiya    Mohammad Thunayan Al-Ghanim Street, Ground Floor    Kuwait
Marassi Galleria    Marassi Mall, 1st Floor    Bahrain
Riyadh Solitaire    Solitaire Mall, As Sahafah, Riyadh 13315, Saudi Arabia    Saudi Arabia

 

NORTH AMERICA  
 

Aspen    316 South Galena Street    United States of America
Boston    43 Newbury Street    United States of America
Chicago    39 East Oak Street    United States of America
Costa Mesa    South Coast Plaza, 3333 Bristol Street    United States of America
Dallas    42 Highland Park Village    United States of America
East Hampton    45 Main Street    United States of America
Houston Galleria    5015 Westheimer Road, Suite    United States of America
L.A. Rodeo Drive    337 North Rodeo Drive    United States of America
Las Vegas City Center    3720 S Las Vegas Boulevard    United States of America
Manhasset    2018 Northern Boulevard    United States of America
Miami Bal Harbour    9700 Collins Avenue    United States of America
Miami Design District    151 NE 39th Street    United States of America
Miramar Montecito    1759 S. Jameson Lane    United States of America
New York Madison    748 Madison Avenue    United States of America
New York Meatpacking    3 Ninth Avenue, NY    United States of America
New York Saks Fifth Avenue    611 Fifth Avenue    United States of America
Palm Beach    247 Worth Avenue    United States of America
Palo Alto    180 El Camino Real, Building M    United States of America
San Francisco    233 Geary Street    United States of America
Vail    288 Bridge St    United States of America
Washington    949 H Street NW    United States of America
Toronto Bloor    111 Bloor Street West    Canada
Toronto Yorkdale    3401 Dufferin Street    Canada


CHINA   


Beijing China World Mall    Jianguomenwai Avenue 1    China
Beijing SKP    Shinkong Place 87, Jianguo Road, Chaoyang District    China
Beijing Wuang Fu Jing    Wanfu Central, 269 Wangfujin Street    China
Changchun Charter    Charter Shopping Center, 1255 Chongqing Road    China
Chengdu IFS    1 Hongxing Road 3rd Section, 1st Floor    China
Chengdu SKP Mall    Tianfu Avenue, Wuhou District    China
Chongqing MixC    Chongqing MixC, Xiejiawan Central Street    China
Dalian Olympia 66    66 Wusi Road    China
Guangzhou Taikoo Hui    TaiKoo Hui Shopping Centre, 383 Tianhe Road, 1st Floor    China
Hangzhou MixC    Hangzhou MixC, 701 Fuchun Road    China
Hangzhou Tower Shopping Mall    1 Wulin Square    China
Harbin Charter    Harbin Shopping Center, Anlong St., 106, 1stFloor    China
Nanjing Deji Plaza    Deji Plaza, 18 Zhongshan Road    China
Qingdao Hisense    50 Donghai West Road, 1st Floor    China
Sanya Swire    Hainan, Sanya, Haitang District    China
Shanghai IFC    8 Century Avenue    China
Shanghai L'Avenue    99 Xianxia Road, 1st Floor    China
Shanghai Plaza 66    1266 West Nanjing Road    China
Shanghai Taikoo Li Qiantan    Qiantan Taikoo Li Shopping Mall,500 Dongyu Road    China
Shenyang MixC    288 Qingnian Street    China
Shenzhen MixC    1881 Baoan South Road    China
Shenzhen Bay    2888 Keyuan South    China
Wuhan International    690 Jiefang Avenue    China
Wuhan Plaza 66    668 Jinhan Avenue    China
Xi'an SKP    SKP Department Store, 261 North Chang’an Road    China
Zhengzhou David Mall    David Plaza Mall, 188 North Erqi Road,    China
Hong Kong Elements    Elements Mall, 1 Austin Road West    China
Hong Kong Harbour City    3-27 Canton Road    China
Hong Kong IFC    IFC Mall, 8 Finance Street    China
Hong Kong Landmark    The Landmark Mall, 15 Queen’s Road    China
Hong Kong Pacific Place    Pacific Place Mall, 88 Queensway    China
Macau Four Seasons    Four Season Mall, Estrada da Baía de Nossa
Senhora da Esperança, 2nd Floor    China
Macau Galaxy    The Promenade Mall, Estrada da Baía de Nossa Senhora da Esperança    China
Macau One Central    One Central Mall, Avenida de Sagres    China
Macau Wynn Peninsula    Wynn Mall, Rua Cidade de Sintra    China


SOUTH ASIA  


Taichung SKM    Shin Kong Mitsukoshi Mall, 301, Taiwan Boulevard, 2nd Floor    Taiwan
Taipei 101 Mall    45 Road    Taiwan
Taipei Regent Hotel    Chung Shan North Road, 3 Tapei Regent Galleria    Taiwan
Taipei Sogo    300 Zhong Xiao East Road, 1st Floor    Taiwan
Taipei SKM    19 Sungkao Road, 2nd Floor    Taiwan
Singapore ION    ION Orchard Mall, 2 Orchard Turn    Singapore
Singapore Marina Bay Sands    The Shoppes at Marina Bay, 10 Bayfront Avenue    Singapore
Siam Paragon    991 Siam Paragon Shopping Center, Rama I Road    Thailand


JAPAN 


Osaka Hilton Plaza    2-2-2 Umeda    Japan
Tokyo Ginza Chou Street    3-5-8 Ginza    Japan

 

KOREA   


Seoul Chungdam    448 Apgujeong-ro    South Korea

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.

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Returns & Exchange

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.

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 0120-01-9625 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.

It is not possible to return or exchange items purchased on loropiana.com in our stores.
If you need information on how to return or exchange, please refer to the return&exchange policy.

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

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 03-5579-5182.

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.

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.

Please note that the right of withdrawal does not apply to products belonging to any of the following categories:

• Customised products;
• Perfumes and candles, which are not perfectly sealed;
• Swimwear, underwear, lingerie, sleeping masks, face masks, etc., which have been tried on with direct contact against the skin and do not have the hygiene label.

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

Wishlist

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.

Privacy & Security

Please visit the dedicated section.

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.


 

Warranty

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

Gift Card

The Loro Piana Gift card can be purchased in the Loro Piana Online Store and in participating Loro Piana stores.

Visit the Stores page for your area to find the nearest store offering this service.

- Click HERE to see the list of the stores in the EU

You can choose between a physical Loro Piana Gift card, sent in our elegant gift box, and a digital Loro Piana Gift card, sent by email.

At the time of purchase, you may also add a personal message to accompany the Gift Card.

A Loro Piana Gift Card can be purchased using all major credit cards, as shown at the checkout.

Loro Piana Gift Cards can be used to purchase Loro Piana products at participating Loro Piana points of sale, or on the Loro Piana Online Store.

They cannot be used in department stores or outlets, in points of sale that are not participating Loro Piana stores, or on any ecommerce website other than the Loro Piana Online Store.

The Gift Card can be used at the time of purchase, by entering the Serial Number code and the CODE of the Gift Card shown on the card in the field provided.

If the value of the Gift Card does not cover the whole amount of the purchase, the missing amount must be paid using the other accepted payment methods for the order.

Only one Gift card may be used per purchase.

The same Gift Card can be used to pay for more than one order, until all the available credit has been used. At each purchase, the amount spent will be deducted from the credit remaining on the Gift Card.

You can check the balance of your Gift Card at the following link:

- Click HERE for Gift Cards issued in the EU

The Loro Piana Gift Card is valid for:

- For Gift cards issued in the EU: 5 years

If a Loro Piana Gift Card is lost or stolen, the customer must immediately contact Customer Care at the email address customerservice.eu@loropiana.com or by phoning +39 02 7780 2800 to block it immediately.

No. The Gift Card cannot be converted into cash. Even in case of loss or theft, its value will not be refunded in cash.

Yes. Once the return procedure described in the Returns&Exchanges section has been followed and completed, the amount due will be refunded on the Gift Card used for the purchase.

If you want to return an order paid partly with a Gift card and partly with another payment method, you will receive a mixed refund. The amount paid with the Gift Card will be refunded to the credit on the same Gift Card; the remaining amount will be refunded by the same payment method used when ordering.

If you only return some products of an order paid partly with a Gift Card and partly with another payment method, you will receive a mixed refund. We will first refund you the amount paid using the other payment method used at the time of purchase, and then issue a Gift Card for any remaining amount.

Video Message

If you want to customize your Loro Piana gift with a Video Message, just follow these simple steps:

If you would like to add a Video Message to your gift, place the gift in your cart and select the ‘Gift Message’ option at checkout.
Once the order has been placed, a link will appear on the confirmation page: click it to record your Video Message. If you prefer to record your Video Message later on, you can always access and record your video through the link that will be sent to your inbox after you have completed the purchase.
Once you have opened the recording page, all you have to do is fill in the giftee’s information and record your Video Message.
The Video Message will be sent to the giftee right after the gift has been received.
As soon as the Video Message has been opened, you will receive an email confirming that it has been seen by the giftee.

Digitally Certified Authenticity & Traceability

To redeem your excellence certification, available for your The Gift of Kings® and Vicuña products only, follow these steps:

1) Use your smartphone to scan the QR code received during your purchase. You will be directed to the Product Page, where you can find all the information related to the garment
2) Click on “View ownership status” to activate the certificate and claim ownership of the garment
3) Click on “Claim Ownership” to activate the certificate. You will be redirected to the “Registration Page”
If you already have a Loro Piana account on www.loropiana.com, you can log in with the same credentials. Otherwise, please complete the registration by filling out the mandatory fields and choosing a password.
4) After logging in, you will be requested to enter the PIN number attached to the garment, verify your consent, and finalize the request.
5) Once the certificate is active, you will be able to add it to your wallet or transfer its ownership

Note: once the ownership is claimed, it will no longer be possible for the guest to return / exchange the garment

In case of a lost PIN number, contact our Client Services to request a new PIN number. This support is available for The Gift of Kings® and Vicuña products only.

Returns or Exchanges for The Gift of Kings® and Vicuña products with a registered/redeemed digital certification are not allowed, unless the products are damaged or faulty.

You can transfer your LP garment digital ownership, this means the product will no longer belong to you and the certificate will be visible only on the new owner’s WebAPP. To initiate the transfer, open your Garment product info in the “My Product Passport” section and select the “transfer ownership” option. This action will generate a QR code that will grant the transfer. This QR code may be shared through email. The new owner will receive an e-mail confirming that the garment has been successfully transferred. For more information, please contact our Client Services.

If you are having trouble with the LP WebAPP ownership transfer, please contact our Client Services. Our specialized advisors will be happy to assist you.

If you are having trouble with the LP Web APP, please contact our Client Services.

NFTs (Non Fungible Tokens) are unique or rare digital assets that are securely stored on the blockchain. They can represent anything from a digital work of art to an avatar skin, they can be a proxy for a physical object, or they can grant you a share of ownership of your favorite song.

NFTs are used to digitally certified the unicity of a digital assets, such as a piece of art, and their ownership.

To claim the digital twin NFT for your piece, you need to set up a “wallet” for the Aura blockchain. This might sound complicated, but it’s quite simple. The same way a physical wallet keeps your cash and cards safe, an Ethereum wallet stores digital assets like NFTs securely. A digital wallet is a (free) piece of software.

A digital wallet is a software application that allows you to store, manage, and transfer digital assets, such as NFTs. To use a digital wallet, you first need to create an account and download the wallet software onto your device.

The most common wallet provider is called Metamask and exists as a browser plugin and mobile app. Once you’ve set it up, the most important thing is to never share the secret recovery phrase it generates for you with anyone. For more information, please contact our If you are having trouble with the LP Web APP, please contact our Client Services.

The Aura Consortium Blockchain is a standard solution shared between all luxury industry stakeholders to support luxury products’ longevity. Aura provides a set of integrated solutions such as track & trace and data safeguarding by providing records of each product’s journey, beginning with its creation and information about the origins of its raw materials. Data is immutably encrypted in Aura Consortium Blockchain.

As a client, Aura ensures that wherever you are in the world, your product data is immutable, secured, and transmissible. This ensures the persistence of data over time, allowing you to digitally trace the product’s entire lifecycle, and guarantees the safety of the certificate.

The Aura Consortium Blockchain is a private blockchain with proof of authority protocol (vs. proof of work), which keeps its energy consumption very low (no data mining), making it a sustainable blockchain.