Frequently Asked Questions

Creating an Account & Payment Details

Yes. 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 wishlist.

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 and Europe (Russia included), 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, we accept cash on delivery. Please note that you have to be based in Mainland China to ship orders within China.

Payment with Alipay
For orders shipped in Mainland China.

Payment with WeChat Pay
For orders shipped in Mainland China

Payment with PayPal
For orders shipped in Europe

Your online security is important to us. The page on which you enter your card details is directly operated by Global Collect(for orders shipped in Europe and the United States), Cybersource (for orders shipped in Japan) and PayEase (for orders shipped in China), which are PCI-compliant companiesy 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

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.

Please note that you cannot order by phone for orders delivered in Japan.

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), in the United States and in Japan, 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.

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 SF EXPRESS 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.

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.

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

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.

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 two 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 click the ‘Purchase’ button to 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, click ‘Check out’. There are three simple steps to purchasing:

- Register. Either login or create a new account.

- Checkout. Insert address information, 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 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.

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.

Return & Exchanges

As an additional opportunity, you are welcome to return for store credit or exchange any item bought through our Eshop in one of several Loro Piana stores, within the free return period listed in our Terms of Sale. Please note that products shipped to the European Union can only be returned or exchanged at our European stores, 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. The process for returning or exchanging in our stores is described in the applicable Terms of Sale.

For orders delivered to Russia and China, returns and changes at Loro Piana stores will not be available.

Taxes & Duties

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, except for those originating in the United States or Japan. If you are ordering from the United States or Japan and request to ship the products in Europe, the taxes and duties are calculated at the checkout stage and are shown during the Checkout Confirmation prior to the prompt to insert your credit card details.

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. If you place your order from an Internet Protocol address originating in the United States, any such taxes and duties will be itemized on the order Checkout page, the Order Confirmation, and the e-mailed invoice. If you place your order from an Internet Protocol address outside of the United States, shipping, taxes, and a possible additional handling surcharge will be summed together on the order Checkout page and the Order Confirmation, and will be itemized on the e-mailed invoice. 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. If you placed your order from an Internet Protocol address originating in Japan, any such taxes and duties will be itemized on the order check-out page, the Order Confirmation, and the e-mailed invoice.