Free International Express Shipping for orders above 300€!

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FAQs

How to shop & place an order?

Do I need an account to place an order?

An email address is all you need to start the order process.
We recommend that you register for a Luiseta account so that you can start adding your favourite pieces to your wishlist and easily place an order.

I have forgotten my password: what should I do?

Simply follow the 'Forgot your password?' link on our Sign In page and enter your email address. You'll then receive an email to reset your password.

How do I receive Luiseta's email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address next to the 'Newsletter' at the bottom of our homepage.
Email preferences can be easily managed under 'My Account'.

How do I place an order on your site?

Placing an order is easy at Luiseta. Here's how:

  • Choose a category or designer from the top navigation menu or search to explore a specific style or trend.
  • Select the size of your item and click 'Add to cart'. Once you have finished adding your items, proceed to checkout by clicking proceed to checkout.
  • Sign in to your account if you have not done so already. If you do not have an account, simply enter your email address to proceed.
  • Enter your address and payment information and select a delivery method to complete your order. Once your purchase is confirmed, it will be carefully prepared and shipped to you. We'll be sure to keep you updated every step of the way.

Can I place an order over the phone?

Our friendly Customer Service Advisors are happy to assist you with placing your order over the phone.

Where can I find size & fit advice?

Click on 'Size Guide' on the item's page to view our conversion chart. We also provide fit information and model measurements for each style on the product description.

Can I cancel or make changes to my order?

As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces. Further information on cancelling an order can be found in our Return & Refunds Policy.

Which currencies can I shop in?

The currency that you shop with is determined by your shipping destination and will be displayed at checkout before completing your purchase.
If your local currency is unavailable, your order will be charged in EUR for a competitive exchange rate.

When will my card be charged?

Every payment by debit card, credit card or PayPal, will be taken at the point your order is placed on our site.

Which payment methods do you accept?

  • Visa
  • MasterCard
  • American Express
  • Visa Electron
  • PayPal
  • Alipay (only available to Mainland China, Taiwan, Hong Kong Region and Macau Region)
  • Sofortbanking (only available to Germany, Austria, Switzerland and Belgium)

Please note: We do not accept cash on delivery or installments as payment, excluding Albania.

Will my personal details stay safe?

We keep your personal data private and confidential and only give it out with your consent or if legally permitted to.
We guarantee the transmission of your Card data is absolutely safe thanks to the use of the highest of security standards, certified by Comodo.
For further details, please see Luiseta.com Privacy Policy.

Product availability & authenticity

Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. As a result, placing an item in your shopping bag or wishlist does not reserve it.

Are Luiseta's items authentic?

Our offering is expertly curated from the best luxury fashion around the globe and we guarantee all items are authentic.
Authenticity cards and serial numbers may not always be included with your item if the designer has not supplied them.

How will my order be packaged?

Your order will be carefully packaged in a protective Farfetch box to ensure it arrives to you in great condition.
Additional branded items such as dust bags will be included if provided by the designer.

Returns & refunds

What is your returns policy?

If your purchase isn't quite right, you can return it for a refund within 14 days of your delivery date using our free returns service.

We recommend that your item is sent back within 7 days of receipt to ensure it will be returned to the original location in time.
If you would like to exchange an item, you will need to return it and place a new order.
Simply go to 'My Orders & Returns' in your Luiseta account to arrange a return, or contact our friendly Customer Service Advisors for assistance.
For further information on returning an order, view our Return & Refunds Policy.

How do I package my item for return?

Simply follow these steps to prepare your item:

Place any unwanted items with original packaging inside the protective Luiseta bag and leave it open until the driver has checked the contents.

Attach the return label and a signed copy of the return note to the outside of the Luiseta box. Please do not to attach any labels to an item's branded box.

Find out more about preparing your parcel for a return.

When will I receive my refund?

Using the tracking number assigned to your returns label, you can follow the progress of your package with our courier.
As soon as your item is received and accepted by our partner we will send an email to confirm the completion of your refund.

Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider.
To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns & Refunds Policy.

Will shipping & duties be refunded on return?

The original delivery and return cost won't be included in your refund, all the rest will.

Shipping, taxes & duties

How much will I be charged for shipping?

Every Luiseta order is unique so our shipping costs vary depending on the size, weight and destination of your chosen items.
This information will appear at the checkout.
We also offer free international shipping fee for orders above 300 Euro's.
Find out more about One Shipping Fee.

Do you offer same day delivery?

We offer a same day delivery service only in Tirana, simply order before 1pm to receive delivery that same day, and after 1pm for the next business day.

When will I receive my item and how can I track delivery?

Once your order details are confirmed, your item will be carefully prepared and sent on its way within 1 business day.
Delivery will normally take 2-7 days for express delivery after dispatch, and more than 15 days on standart depending on your location and chosen shipping method.
We will keep you updated with tracking information and an estimated delivery date.
You can also follow the progress in your Farfetch account under 'My Orders'.

Will I need to pay taxes and duties?

Luiseta ships internationaly on a DDP (Delivery Duties Paid) basis. This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.
For more details, please contact your local customs office/respective tax authority or view our 'Duties and Taxes' information.

Why can't certain items be shipped to me?

While Luiseta ships internationally, some items may not be available to purchase in every region.
Some beauty products and exotic items may also be restricted by local customs in the country you are shipping to.

Please note: Real fur and exotic skins cannot be shipped to the state of California.
We are also unable to ship jewellery (including costume jewellery) or fur goods to Russia.
Feel free to contact us for further information.

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