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 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.

How do I buy a product ?

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.

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.

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?

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.

How do you identify my location?

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

Who can shop on the Loro Piana site?

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).

United States

Mainland China

Japan

Europe:
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czechia
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
Poland
Portugal
Monaco
Romania
Russia
Slovakia
Slovenia
Spain
Sweden
Netherlands
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 9:30AM and 6:30PM China local time from Monday to Friday (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.

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 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

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 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.

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 09:30 and 18:30 local China time from Monday to Friday (except Chinese national holidays). Toll free (China) 4008-568-580.

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

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), 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.

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.

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 FedEx 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.

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 ?

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, 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.

Please see additional details for delivery service to Russia which are available in the dedicated section.

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 8.00PM Japan local time from Monday to Friday (except during Japanese national holidays) at +81 (0) 3-6228-5077.

Do you offer alterations?

You can bring any item you have bought through our site to a participating Loro Piana store for basic alterations. This service is offered to adjust the length of sleeves and hemlines, to create functional sleeve button holes on jackets, and to apply buttons on garments that are sold with more than one set. Please bring a copy of the original Delivery 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.

Please note that orders shipped to Europe can only be altered at our European stores (see list below), orders shipped in the United States can only be altered at our stores in the United States (see list below), orders shipped in China can only be altered at our stores in Mainland China (see list below) and orders shipped to Japan can only be altered in Japan (see list below).

For orders shipped in Europe:

BRUXELLES, Boulevard de Waterloo, 16 +32 – 2-51- 33-048
CANNES, 45/46, La Croisette +33 - 4 - 93 38 06 44
DÜSSELDORF, Kö - Center, Königsallee 28/30 +49 - 211 - 86 32 510
FIRENZE, Via Tornabuoni 34/36R +39 - 055 - 23 98 688
HAMBURG, Neuer Wall, 46 +49 - 40 - 32 08 66 50
LONDON, 47 Sloane Street +44 - 207 - 235 3203
LONDON, 153 New Bond Street +44 - 207 - 499 9300
MADRID, Calle Ortega Y Gasset 16 +34 - 91 - 781 93 93
MILANO, Via Montenapoleone 27 +39 - 02 - 77 72 901
MONTE CARLO, Place du Casino - Allée François Blanc +377 97 97 56 21
MÜNCHEN, Maximilianstrasse 27 +49 - 89 - 24 22 460
PARIS, 12, Rue Du Faubourg St. Honoré +33 - 1 - 55 35 39 35
PARIS, 38, Avenue Montaigne +33 - 1 - 56 64 06 00
PORTO CERVO, Via La Passeggiata 7 +39 - 0789 - 90 71 00
PORTOFINO, Piazza Martiri Dell’Olivetta 9/10 +39 - 0185 - 26 70 55
PRAHA, Parizska 26 +420 234 760 530
PUERTO BANÚS, Calle Ribera 10 +34 - 952 - 908 150
ROMA, Via Dei Condotti 24 +39 - 06 - 69 92 49 06
ST. TROPEZ, 7, Rue Laugier +33 - 4 - 94 17 07 05
VENEZIA, San Marco Ascensione 1301 +39 - 041 - 52 29 367
VENEZIA, Aeroporto Marco Polo +39 - 041 - 54 15 072
WIEN, Kohlmarkt 16 +43 - 1 - 533 9182

For orders shipped in the United States:

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
DENVER, The Shops At North Creek 105 Fillmore Street Tel. 303 - 399 - 2303
HONOLULU, Royal Hawaiian Center 2201 Kalakaua Avenue Tel. 808 - 921 - 2151
LAS VEGAS, The Forum Shops At Caesars 3500 Las Vegas Blvd South Tel. 702 - 369 - 0497
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, 233 Geary 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

For orders shipped in Mainland China:

BEIJING, Shop L210-211, China World Mall Tel. +86 10 6505 3088
SHANGHAI, Shop A05, Shanghai Centre Tel. +86 21 6279 8330
CHANGCHUN, ShopA-111, Charter Times Square Department Store Tel. +86 431 8848 6770
SHENYANG, Shop 1123, Charter Times Square Department Store Tel. +86 24 2279 5780
HARBIN, Shop 1127, Charter Times Square Department Store Tel. +86 451 8773 6698
SANYA, Mandarin Oriental Hotel Tel. +86 898 8820 6080
NANJING, Shop L120, Deji Plaza Tel. +86 25 8476 4520
HANGZHOU, Shop 161, MIXC Tel. +86 571 8970 5628

For orders shipped in Japan:

TOKYO GINZA, 7-5-5 GINZA, Chuo-ku Tel. +81 (0) 3-3572-0303

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: attach the pre-addressed FedEx label to the outside of the box. Call 400-889-1888 to arrange a suitable time for FedEx 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.

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 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.

Loro Piana Stores in Europe that accept Eshop Returns and Exchanges

BRUXELLES, Boulevard de Waterloo, 16 +32 – 2-51- 33-048
CANNES, 45/46, La Croisette +33 - 4 - 93 38 06 44
DÜSSELDORF, Kö - Center, Königsallee 28/30 +49 - 211 - 86 32 510
FRANKFURT, Goethestrasse 11 +49 - 69 - 21 99 82 50
HAMBURG, Neuer Wall, 46 +49 - 40 - 32 08 66 50
LONDON, 47 Sloane Street +44 - 207 - 235 3203
LONDON, 153 New Bond Street +44 - 207 - 499 9300
MADRID, Calle Ortega Y Gasset 16 +34 - 91 - 781 93 93
MONTE CARLO *, Place du Casino - Allée François Blanc +377 97 97 56 21
MÜNCHEN, Maximilianstrasse 21 +49 - 89 - 24 22 460
PARIS, 12, Rue Du Faubourg St. Honoré +33 - 1 - 55 35 39 35
PARIS, 38, Avenue Montaigne +33 - 1 - 56 64 06 00
PARIS Le Bon Marché, 24, Rue de Sèvres +33 - 1 - 40 49 07 50
PRAHA, Parizska 26 +420 234 760 532
PUERTO BANÚS, Calle Ribera 10 +34 - 952 - 908 150
ST. TROPEZ, 7, Rue Laugier +33 - 4 - 94 17 07 05
WIEN, Kohlmarkt 16 +43 - 1 - 533 9182

* Some restrictions may be applicable

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
DENVER, The Shops At North Creek 105 Fillmore Street Tel. 303 - 399 - 2303
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 Forum Shops At Caesars 3500 Las Vegas Blvd South Tel. 702 - 369 - 0497
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, 7-5-5 GINZA, Chuo-ku Tel. +81 (0) 3-3572-0303

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.

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 the free return period as described in the applicable Terms of Sale.

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 of Sale.

How does the Wishlist work?

You can save any item on the site in your Wishlist, 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.

Special Terms for shipment to Russia

The following special terms apply exclusively to shipments of Goods to Russia:

Loro Piana accepts to ship goods to Russia exclusively for orders placed by Russian residents that connect to the website with a Russian IP address;
The "Gift" option is not available for orders and shipments to Russia;
All orders will require pre-approval via email;
Certain items including CITES products, Vicuña products, products with fur/exotic leathers cannot be shipped to Russia. We will inform you if any item needs to be removed from your order prior to shipping;
In addition to shipping costs, which will be itemized on the order check-out page and on the order confirmation, orders for Russia may be subject to customs duties which vary depending on the value of the goods purchased on the website and which cannot be calculated in advanced by Loro Piana. You will be required to pay such costs directly to the courier at the time the goods are delivered to you. For more detailed information on the applicable duties, please contact us at customerservice.eu@loropiana.com or +39.02.77802800;
Save for damaged or faulty products, goods may be returned exclusively according to your right of withdrawal and by using the "Free Pick Up" service. We will not accept returns for changing the color or size of the items already purchased. If you would like a different item, please return your purchase and place a new order. Returns and changes at Loro Piana stores will not be available;
In case of return of goods using our "Free Pick Up" service, Loro Piana will reimburse the price you paid for the goods minus original shipping costs. You shall remain responsible for the payment of any customs duties (both for importing goods in Russia and in Italy);
In case of withdrawal and subsequent return of goods, Loro Piana will reimburse the price you paid for the goods and the original shipping costs. You shall remain responsible for the payment of any other costs, including costs for returning the goods and any customs duties (both for importing Goods in Russia and in Italy);
In case products are determined to be damaged or faulty by Loro Piana, the costs for returning the goods and any customs duties will be borne by Loro Piana directly.

Which kind of product can be shipped to Russia?

Most of the items displayed in the Eshop section can be purchased and shipped to Russia.However, please note that we cannot ship any CITES products including Vicuña and restrictions are also to products with fur/exotic leathers. If we believe that the items you have ordered do not comply with Russian Import Regulations, our Customer Service will contact you directly in order to modify your order accordingly.

How quickly can I get my order?

We ship using DHL Express and your order should arrive within three to five business days, customs clearance excluded. We cannot provide an accurate estimation about the time required to clear customs.
Once you enter the order, we will send you an email confirming that we have received it. As per Russian Import Regulations there are customs and duties assessed on your order which you will be required to pay directly to DHL at the time of delivery. Please note that the items you ordered will not be shipped until we receive a written confirmation from you agreeing to pay these additional fees. Once the order has been shipped, we will email you with the tracking information and an electronic invoice.
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.

Shall I purchase from outside Russia?

No, we only ship goods to Russia for orders placed by Russian residents that connect to the website with a Russian IP address. For assistance, 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).

Can I send as a Gift to someone else?

No, the "Gifts" option is not available for orders and shipments to Russia

What Duties and Taxes will I have to pay?

As per Russian Import Regulations there are customs and duties assessed on your order which you will be required to pay directly to DHL at the time of delivery. Unfortunately, we cannot offer precise details about these fees.
Additionally, please keep in mind that should you decide to return any of the items you purchase, you will also be required to cover the duties and fees for importing the merchandise back to Italy. Again, we cannot offer precise details about these fees.

How do I Return or Exchange an item?

You can arrange a free 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.
Please note 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. Additionally, please keep in mind that should you decide to return any of the items you purchase, you will also be required to cover the duties and fees for importing the merchandise back to Italy. We cannot offer precise details about these fees.

Please note that we will inspect all returned merchandise to make sure it complies with our Terms of Sale, and then promptly issue a refund to the original credit card or the bank account used for the original purchase, minus customs duties (both for importing Goods in Russia and in Italy).

All return shipments are provided free of charge.

DHL Express Network Terms and Conditions

Please note all deliveries to Russia must comply with the DHL Terms of Service. For additional details please click here.

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.

Who can shop on the Loro Piana site?

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?

Do you offer alterations?

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 Europe that accept Eshop Returns and Exchanges

Loro Piana Stores in Usa that accept Eshop Returns and Exchanges

Loro Piana Stores in Japan that accept Eshop Exchanges

TOKYO GINZA, 7-5-5 GINZA, Chuo-ku Tel. +81 (0) 3-3572-0303

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

What are the conditions of Return or Exchange?

How does the Wishlist work?

How do you manage Cookies?

Please visit the dedicated section.

Will you keep my personal information private?

Special Terms for shipment to Russia

The following special terms apply exclusively to shipments of Goods to Russia:

Loro Piana accepts to ship goods to Russia exclusively for orders placed by Russian residents that connect to the website with a Russian IP address;
The "Gift" option is not available for orders and shipments to Russia;
All orders will require pre-approval via email;
Certain items including CITES products, Vicuña products, products with fur/exotic leathers cannot be shipped to Russia. We will inform you if any item needs to be removed from your order prior to shipping;
In addition to shipping costs, which will be itemized on the order check-out page and on the order confirmation, orders for Russia may be subject to customs duties which vary depending on the value of the goods purchased on the website and which cannot be calculated in advanced by Loro Piana. You will be required to pay such costs directly to the courier at the time the goods are delivered to you. For more detailed information on the applicable duties, please contact us at customerservice.eu@loropiana.com or +39.02.77802800;
Save for damaged or faulty products, goods may be returned exclusively according to your right of withdrawal and by using the "Free Pick Up" service. We will not accept returns for changing the color or size of the items already purchased. If you would like a different item, please return your purchase and place a new order. Returns and changes at Loro Piana stores will not be available;
In case of return of goods using our "Free Pick Up" service, Loro Piana will reimburse the price you paid for the goods minus original shipping costs. You shall remain responsible for the payment of any customs duties (both for importing goods in Russia and in Italy);
In case of withdrawal and subsequent return of goods, Loro Piana will reimburse the price you paid for the goods and the original shipping costs. You shall remain responsible for the payment of any other costs, including costs for returning the goods and any customs duties (both for importing Goods in Russia and in Italy);
In case products are determined to be damaged or faulty by Loro Piana, the costs for returning the goods and any customs duties will be borne by Loro Piana directly.

Which kind of product can be shipped to Russia?

How quickly can I get my order?

Shall I purchase from outside Russia?

Can I send as a Gift to someone else?

No, the "Gifts" option is not available for orders and shipments to Russia

What Duties and Taxes will I have to pay?

How do I Return or Exchange an item?

DHL Express Network Terms and Conditions

Please note all deliveries to Russia must comply with the DHL Terms of Service. For additional details please click here.

Lush courtyard at the Loro Piana SpA store in Milan, Italy.

Frequently Asked Questions

Frequently Asked Questions

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