Every customer is assigned a dedicated advisor that is available 24/7 by phone, Whatsapp and email, to personally handle returns, refunds, and ongoing support. Please contact your personal advisor with the provided contact information for any questions regarding your order, warranty or other services.
Frequently asked questions
Orders
How do I place an order?
Orders are placed directly through the website. Upon completion of checkout, an order confirmation is sent via email. If you do not receive this confirmation within one hour, please check your spam folder or contact your advisor.
Why did an item disappear from my shopping bag?
Items added to your shopping bag are not reserved. If an item becomes unavailable before checkout is completed, it will be removed from your bag. To inquire about the future availability of a sold-out piece, please contact the Concierge.
What is a preorder?
Select items may be offered for preorder. Payment is collected in full at the time the order is placed. The estimated shipping window is noted on the item page. These dates are approximations; your advisor will keep you informed of any adjustments to the delivery timeline.
Can I modify or cancel my order?
To modify or cancel an order, contact your advisor immediately. Orders that have already been processed by our facilities cannot be altered or canceled and must be processed as a return upon delivery.
Shipping & tracking
When will my order be processed?
Orders are processed within 1 to 2 business days. Our fulfillment facilities operate Monday through Friday and are closed on standard public holidays.
Where is my order shipped from, and why might I receive multiple packages?
Orders are shipped from our facilities in Italy and the Netherlands. Depending on item availability, an order containing multiple pieces may be divided into separate shipments.
How can I track my order?
A shipping confirmation containing carrier tracking details is sent via email once an order is dispatched. You may also track the status of your delivery through your client account or by contacting your advisor.
Payment & taxes
Which payment methods are accepted?
We accept major credit cards (Visa, Mastercard, American Express, Discover) and standard digital payment methods including Apple Pay and ShopPay.
How are taxes calculated?
Applicable sales tax or VAT is estimated at checkout and calculated automatically based on the shipping destination.
Returns & refunds
What is the return policy?
Returns are accepted within 14 days of the delivery date. Garments and items must be returned in their original condition, unworn, and with all tags attached.
How do I initiate a return?
All returns are managed personally by the Concierge. To initiate a return, contact your dedicated advisor. They will provide the necessary documentation and guide you through the return shipment process.
Can I return items from different orders in the same box?
Items must be returned in their original packaging. Items from separate orders cannot be consolidated into a single return box.
When will I receive my refund?
Once a return is received and inspected at our facility, please allow up to 10 business days for processing. Approved returns are refunded directly to the original payment method.
Can I exchange my order?
Direct exchanges are not available. To exchange an item for a different size or style, please request a return for the original item and place a new order.