Q: Where can I find the care instructions?

You can find material-specific instructions in our Care Guide or you can find specific care instructions in each product page.

Question 1

Where can I buy your products?

Accepted Answer

As a direct-to-consumer brand, the only place where you can buy our products is on our website or in one of Our Stores.
We skip intermediaries so we can invest in higher-quality materials, craftsmanship and service instead of paying high commissions to retailers. You will never find our collection available at other retailers or stockists.
We offer a hassle-free shopping experience, with free delivery, returns and size exchanges worldwide.

Question 2

Where are your products made?

Accepted Answer

We are proud to offer products which are truly and completely ‘Made in Italy’.

All the fine materials we use are sourced from the most renowned suppliers in Italy. Also, for the manufacturing of each design we partner with the finest craftsmen in the country. They have unique skills which they have developed over generations and are based in regions of Italy known for their specific and exceptional expertise.

Discover more about Our Artisans producing sustainable fabrics and constructing our timeless designs.

Question 3

How do I choose the right size?

Accepted Answer

On each product page you can find our size and fit guide to help you find the best option. Size charts refer to the actual dimensions of the garment.

If you already own a Luca Faloni product you should select the same size. Sizing is aligned across different product categories, so customers usually wear the same size in different items. For instance, if you are size Medium in the shirts you will most likely be a size Medium in cashmere knitwear. If you are size 32 in the trousers, you will also be size 32 in the belts.

Differences in the sizing charts for the same size are because certain materials do not stretch when you wear them (linen and Oxford cotton) while others do (cashmere).

Please bear in mind that there is a tolerance margin of 1-2% in the dimension compared to the sizing table. Given the artisanal nature of the work, and technical properties of the materials it is not possible to produce identical items.

For any further questions regarding your size and fit, please email us at care@lucafaloni.com or feel free to book a personal styling session in one of Our Stores.

Question 4

What if an item I want is out of stock?

Accepted Answer

If the item you want to purchase is coming back in stock soon, you’ll have the option to pre-order it. Pre-order time is normally 2-3 weeks. Once the items are back in stock we’ll ship them to you immediately.

Alternatively, you can always sign up for a back in stock notification and we will inform you via email once the item is back in stock.

We try to keep all items always in stock. However, some items that are out of stock might be restocked only when the season of those items approaches.

Question 5

When are you introducing new products?

Accepted Answer

We are gradually working to expand our collection in our areas of expertise however, we do not disclose specific release dates of new designs. We tend to only add one to two new designs each season and we focus on making a small number of products extremely well.

The best way to stay up to date on new products is to sign up for our newsletter.

Question 6

Where can I find the care instructions?

Accepted Answer

You can find material-specific instructions in our Care Guide or you can find specific care instructions in each product page.

Question 7

Which payment method do you accept?

Accepted Answer

We accept the following forms of payment: Visa, Visa Debit, Mastercard, Maestro, American Express, Apple Pay, PayPal, iDEAL and ShopPay.

Question 8

Can I checkout as a guest?

Accepted Answer

You can either checkout as a guest or create an account. Creating an account will make it faster to place future orders and allows you to review your order history at any time.

Question 9

Does Luca Faloni have seasonal sales?

Accepted Answer

Luca Faloni never has seasonal sales. We offer the same fair price the whole year to all customers.

Question 10

Do you offer a gifting service?

Accepted Answer

On the product page, you can add a gift message (for which we will prepare a handwritten note) and complimentary gift packaging that we will add to your order. You can also send us an email at care@lucafaloni.com stating your order number with any special instructions such as scheduled delivery. During checkout, feel free to send the gift directly to the gift by selecting the corresponding shipping address.

Question 11

Which payment method do you accept?

Accepted Answer

We accept the following forms of payment: Visa, Visa Debit, Mastercard, Maestro, American Express, Apple Pay, PayPal, iDEAL and ShopPay.

Question 12

Can I checkout as a guest?

Accepted Answer

You can either checkout as a guest or create an account. Creating an account will make it faster to place future orders and allows you to review your order history at any time.

Question 13

I have not received my order confirmation email. Has my order gone through?

Accepted Answer

If you haven’t received your order confirmation email, your order may not have gone through successfully or you might have submitted the wrong email address.

Please check your spam folder however, if you still have not received it, please email us at care@lucafaloni.com and we will look into this for you.

Question 14

Has my order been dispatched?

Accepted Answer

As soon as your order has been dispatched, you’ll receive a shipping confirmation email from us with a tracking link to track your order.

Question 15

Can I change or cancel an order once it has been placed?

Accepted Answer

If you need to make any changes to your order, please let us know as soon as possible at care@lucafaloni.com and we’ll do our best to accommodate your request. Please note, once your order has been dispatched we are unable to make any changes.

We cannot change the billing address and we can only offer exchanges for items of the same price.

Question 16

How do I return my order?

Accepted Answer

Please arrange your return through our returns portal where you will receive a pre-paid DHL returns label together through instructions for the collection or drop-off of your parcel.

Email care@lucafaloni.com stating your order number and which items you’d like to exchange/return and the reason. We’ll send you a pre-paid DHL returns label together with the instructions for the collection or drop-off.

Returns and exchanges are processed within 2-3 working days from the time we receive the products back.

Question 17

Where are you shipping from and to which countries are you shipping to?

Accepted Answer

All orders to US, UK, and all countries outside of the EU are shipped from the UK and should be placed on the website.

Question 18

Do you offer free delivery and returns?

Accepted Answer

Yes, we offer free returns and exchanges worldwide, online and hassle-free with pre-paid labels via DHL or in-store.

You can return your items for a full refund or exchange within 30 days from the delivery date. All returns need to be received in the original packaging (in particular each product dust bag) and in an unused and resalable condition.

Question 19

How long will it take to receive my order?

Accepted Answer

We offer the following shipping options with DHL:

UK, United States, EU: 2-3 business days
Rest of the World: 2-4 business days

Next business day available in selected countries.

Orders placed before 13:00 GMT (Mon-Fri) will be dispatched the same day.

Orders placed on the weekend are dispatched on Monday and orders placed on a public holiday will be dispatched the following business day.

Question 20

Do I have to pay VAT/sales tax or duty charges?

Accepted Answer

Europe: Orders are shipped from Italy, so no duties are chargeable and VAT is included.

UK: Orders are shipped from our UK warehouse, so no duties are chargable and VAT is included.

US: Orders up to the value of 800 USD will not incur any extra charges such as duties. Where Sales Tax applies, you will be shown the estimated sales tax at current tax rates on your order once you reach the checkout page after you provided your shipping destination. Shipping charges may also be subject to tax in certain states, but we offer free shipping on all orders. Sales tax will then be charged to your order and added to the final purchase price.

If Sales Tax is not due on the respective order, most U.S. states require customers to self-assess and remit the tax due on the purchase according to the local state of law..

Australia: Orders up to the value of 1000 AUD will not incur any extra charges (such as duties and taxes).

Canada, Norway, Saudi Arabia, Singapore and Switzerland: VAT and duties included, as we send all orders to these countries with Delivery Duties Paid (DDP), so you will not be liable for any unexpected charges.

All other countries: You might be liable for duty charges from your local customs authority. Please double-check with them or send us an email at care@lucafaloni.com when in doubt.

Question 21

How can I track my order?

Accepted Answer

You can track the progress of your order by clicking on the ‘TRACK HERE’ link in your shipping confirmation email.

Question 22

Do you offer free delivery and returns?

Accepted Answer

Yes, we offer free returns and exchanges worldwide, online and hassle-free with pre-paid labels via DHL or in-store.

You can return your items for a full refund or exchange within 30 days from the delivery date. All returns need to be received in the original packaging (in particular each product dust bag) and in an unused and resalable condition.

Question 23

How do I return my order?

Accepted Answer

Please arrange your return through our returns portal where you will receive a pre-paid DHL returns label together through instructions for the collection or drop-off of your parcel.

Email care@lucafaloni.com stating your order number and which items you’d like to exchange/return and the reason. We’ll send you a pre-paid DHL returns label together with the instructions for the collection or drop-off.

Returns and exchanges are processed within 2-3 working days from the time we receive the products back.

Question 24

My item is faulty, how do I replace it?

Accepted Answer

In the rare case that your item is faulty please email us at care@lucafaloni.com attaching a few pictures clearly showing the issue.

Our Product Team will evaluate the case and follow up with the best solution (replacement or repair depending on the case).

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