General Inquiries
Please see our FAQ's and if they do not answer your question, please reach out to us through email or by phone.
Email: info@luchianovisconti.com
Phone: (516) 877-2559
Questions About Your Order
Please provide your Order Number so we can better assist you.
Email: info@luchianovisconti.com
Phone: (516) 877-2559
Returns & Exchanges
Email: info@luchianovisconti.com
In your email, please include your Order Number, the reason why you are returning the item, the size you would like and/or a photo if the item is damaged in any way.
Wholesale Inquiries
Email: sheba@luchianovisconti.com
ORDERS & DELIVERY
How can I track my order?
Sign into your Luchiano Visconti account at the top of the home page where the Person icon can be found. This will bring you to the Orders tab where you can find the history of your orders including the one you recently placed.
What are the shipping costs?
We primarily use UPS to ship our items. We charge by the weight and box dimension. We will charge you by the same measures as well. Shipping weight includes the weight of your items + the weight of the empty box and packing materials.
We add a small flat fee (<$5 per order) to account for having to purchase boxes, tape, bubble wrap, plastics, cards and to pay our employees who pick and pack.
Luchiano Visconti does not make a profit on shipping costs. Sometimes we take a loss on shipping material if our fee does not cover unexpected weight that requires a bigger box more padding, etc.
You may incur additional shipping fees if you are located in Alaska, Hawaii or Puerto Rico. For International shipping: duties, taxes, and fees will be calculated and paid at checkout.
If you have concerns about the cost of shipping your items, please reach out to info@luchianovisconti.com
Can I cancel or change my order?
We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, w kindly ask our customers to doublecheck their orders before finalizing payment.
If you have any questions or concerns regarding your order, please don't hesitate to contact our LV Customer Service Team. We're here to assist you in any way we can within the constraints of our ordering processing system.
If the item(s) are not to your liking you can always return them within 14 days.
How do I redeem my Gift Card or Voucher?
During the checkout process, you'll have the option to enter your gift card or voucher code in the designated field. After entering your code, click or tap the 'Apply' button to redeem your gift card or voucher. The total amount will be adjusted accordingly. Once your gift card or voucher has ben successfully applied, continue with the checkout process as usual. Review your order details, enter any additional information required, and complete your purchase.
If you encounter any difficulties while redeeming your gift card or voucher, please don't hesitate to reach out to our LV Customer Service Team for assistance. We're here to help ensure a smooth and enjoyable shopping experience for you.
My tracking says my order has been delivered, but I haven't received it?
If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:
Check Your Delivery Location: Double-check the delivery address to ensure that it was entered correctly when placing the order. Sometimes, packages may be delivered to a neighbor, front desk, or a different location on your property.
Look for Delivery Notes: Check for any delivery notes left by the carrier. Sometimes, carriers leave packages in secure locations or with a receptionist if you're not available to receive the delivery.
Contact the Carrier: Reach out to the shipping carrier listed in your tracking information. Provide them with your tracking number and explain the situation. They may be able to provide additional details about the delivery or initiate an investigation into the matter.
Contact Customer Support: If you're unable to locate your package after following the above steps, contact our customer support team. Provide them with your order details and tracking information. We'll work with you to resolve the issue and ensure that you receive your order as soon as possible.
File a Claim: In some cases, if a package is marked as delivered but not received, you may need to file a claim with the shipping carrier. Our LV Customer Service Team can assist you with this process and provide any necessary documentation.
Rest assured, we're here to help resolve any delivery issues and ensure that you receive your order. Please don't hesitate to reach out to us for assistance.
I entered the wrong shipping address, what can I do?
If you realize the mistake shortly after placing your order, contact our LV Customer Service Team immediately. The sooner you reach out, the better the chances of correcting the address before the order is shipped.
If your order has already been processed or dispatched and you're unable to update the address through our customer support team, contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. This often involves an additional fee and is subject to carrier approval.
To avoid similar issues in the future, double-check your shipping address before finalizing your order. Ensure all details, including apartment numbers, street names, and postal/ZIP codes, are accurate.
I haven't received an order confirmation, what should I do?
You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of # + 4 digits), order summary and the shipping address.
Sometimes, order confirmation emails may be filtered into your spam or junk folder by mistake. Take a moment to check these folders in your email account to see if the confirmation email is there.
If you've checked your spam folder, waited for some time, and verified your email address but still haven't received an order confirmation, reach out to our LV Customer Service Team. Provide them with your order details, including your full name and order number, and they'll assist you in verifying your order status and resend the confirmation email if necessary.
How long will it take for my order to arrive?
When you go to the style page you are interested in, below the ADD TO CART button, you will find a Delivery Estimator that provides an estimated date of when you should receive the item to your address. For a more detailed transit timeline, please see the chart below to determine how long it will take your package to get to you.
GENERAL
What payment methods can be used?
We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:
Credit or Debit Cards: We accept major credit and debit cards, including Visa, Mastercard, American Express and Discover.
PayPal: You can use your PayPal account to make purchases on our website for added convenience and security.
Mobile Payment Services: Depending on your location, we may accept mobile payment services such as Apple Pay, Shop Pay, and Google Pay.
Gift Cards or Store Credit: If you have a gift card or store credit issued by us, you can use it to pay for your purchases.
Please note that the availability of payment methods may vary depending on your location and the specific products you're purchasing. If you have any questions about payment methods or need assistance with your payment, please don't hesitate to contact our customer support team.
What is your Return Policy?
Do you need to return your purchase? We're here to assist you. You have up to 14 days from the date of delivery to make your decision. Please note we are not responsible for paying any customs charge (import duty or tax). You will be responsible for all costs and charges associated with returning your order. Please make sure to keep the proof of shipment until your order is returned to our warehouse. We are not ale to cover any issue when you are not able to provide a track&trace or proof of shipment.
All returned items must be unworn, unwashed, and in their original condition with tags attached. Items must be returned in their original packaging. We do not accept returns on the below products;
- Sales items marked as Final Sale and are not eligible for refund or exchanges.
- Items that have exceeded the 14-day return period
Any item that is returned worn or damaged that has not been disclosed to our customer support team will be rejected with their return void and products destroyed.
Returning is quick and easy. To request a return, please follow the step in our Return Page.
How do I reach luchianovisconti.com customer service?
You can contact us by email at info@luchainovisconti.com, or by phone (516) 877-2559, during our standard hours of business, 9am-5pm EST, Monday through Friday.
Please includeyour telephone number or email, so that we may contact your if necessary. Please also include your order confirmation number if you have one.
How do I use the chat function within the website?
You can use the chat function to chat with a bot to heck your order status 24 hours a day, 7 days a week.
PRODUCT
How do I find the right size?
We advise you to use the size guide on our product pages. You can find this by clicking on "size guide" which is located right below the size selector. By doing so, you will find the perfect size for you.
You can also find the size guide at the bottom of the page within the footer or can click here, SIZE GUIDE, to find which size will best fit you.
How should I wash my bottoms or top wear?
All shirts and pants can be machine-washed on cold.
NOTE: Please do not use the dryer for any of these styles. Air dry or bring to your local Dry Cleaners.
Do you offer gift cards?
To purchase a gift card, simply visit our website and navigate to the gift cards section. From there, you can choose the desired amount for the gift card and add it to your cart. During the checkout process, you an provide the recipient's email address and a personalized message if you'd like to send the gif card directly to them.
Once the purchase is complete, the gift card will be delivered electronically to the recipient's email inbox, along with instructions on how to redeem it. Recipients can then use the gift card to shop for their favorite items on our website at their convenience.
Do ou offer warranty on your product?
We stand behind the quality of our products and aim to address any concerns or issues promptly. Our warranties typically cover manufacturing defects and workmanship issues for a specified period from the date of purchase. However, please note that warranty terms and conditions may vary between products.
RETURNS
What is your Return Policy?
Do you need to return your purchase? We're here to assist you. You have up to 14 days from the date of delivery to make your decision. Please note we are not responsible for paying any customs charge (import duty or tax). You will be responsible for all costs and charges associated with returning your order. Please make sure to keep the proof of shipment until your order is returned to our warehouse. We are not ale to cover any issue when you are not able to provide a track&trace or proof of shipment.
All returned items must be unworn, unwashed, and in their original condition with tags attached. Items must be returned in their original packaging. We do not accept returns on the below products;
- Swimwear, sales items marked as Final Sale from our Outlet Page and styles marked 50% OFF or more are not eligible for refund or exchanges.
- Items that have exceeded the 14-day return period.
Any item that is returned worn or damaged that has not been disclosed to our customer support team will be rejected with their return void and products destroyed.
To request a return, please follow the step in our Return Page.
How can I make a Return?
At Luchiano Visconti, we value our customers and want you to be completely satisfied with your purchase. If for any reason you wish to return an item, please contact our office at info@luchianovisconti.com to request a return within 14 days of receipt. Prepaid returns will be handled on a case by case basis, and return shipping charges are the responsibility of the customer unless otherwise agreed upon.
All products must be returned in perfect, unworn condition, in their original packaging, complete with accessories, labels, and tags. Swimwear, items from our Outlet Page, and products discounted by 50% or more are considered final sale and are not eligible for returns or exchanges. Masks are also ineligible for return.
We are committed to providing our customers with the best possible experience, and we will do everything we can to make your return process as smooth as possible. We do not accept liability for goods returned using any method, and Luchiano Visconti will not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by the carrier. Luchiano Visconti reserves the right to refuse returns initiated after the initial 14 day period and to reject returns that do not meet the above conditions.
Once your return is received and inspected, we will process your refund as soon as possible. Refunds will be credited to the original method of payment, and may take up to 10-14 working days to be processed. Any refunds made in a different currency than the original purchase will be subject to fluctuations in exchange rates.
Thank you for choosing Luchiano Visconti. We appreciate your business and are dedicated to providing you with the highest level of care and customer service.
What are the Return costs?
Return costs are your responsibility and may vary depending on the courier. The exact return cost will be shown or provided when reaching out to our LV Customer Service Team.
How long does a Refund take?
Once your return is received and inspected, we will process your refund as soon as possible. Refunds will be credited to the original method of payment, and may take up to 10-14 working days to be processed. Any refunds made in a different currency than the original purchase will be subject to fluctuations in exchange rates.
Can I make an Exchange?
As long as the returned item is received within the 14 days of purchase and you provide your name, order number and email address along with the style you would like in exchange for the original item, we can work with you process the exchange.
Where can I find my Order Number?
If you have an account with us, your order number can be found within your account page on our website under the Orders tab.
If you just made a purchase, your order number can be found in the confirmation email you received after placing your order. This is a 4 digit code. If you have not received this email correctly, our LV Customer Service Team will be happy to help you.
If you've already initiated the return process and the product is sold out, we'll reach out to you directly. Our team will work with you to find a suitable solution, whether it's selecting a different product, receiving store credit or exploring other options.
What should I do if a product is delivered Faulty or Damaged?
If you receive a damaged or defective item, please contact us immediately for assistance. Our team will assess your request and opt for the best solution.
For the quickest response and action, please send an email to our LV Customer Service Team, info@luchianovisconti.com, and include your name, Order Number, SKU, Product Name, with a description of what is defective or damaged on the item along with a clear photo of the defective or damaged item.
What should I do if I want to return my order outside of the Return Period?
We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received.
Please note that the return shipment must be sent back to us within these 14 days. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a store credit.
Please ask our LV Customer Service Team for the possibilities.
CONTACT
How can I contact the LV Customer Service Team?
If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available on email or chat 7 days a week to answer any and all the questions you may have.
To contact us by email, please us info@luchianovisconti.com or click here.
You can find our chat in the lower right corner, where the 'Speech Bubble' icon is located..
What is the response time of the LV Customer Service Team?
We always aim to answer every question within 48 hours.