FAQ

Getting in touch with us

How do I reach luchianovisconti.com customer service?

You can contact us at sheba@luchianovisconti.com by email, or (516) 877-2559 by phone, during our standard business hours Monday through Friday between 9:00 a.m. – 5:00 p.m. EST. 

Please include your telephone number or email, so that we may contact you if necessary. Please also include your order confirmation number if you have one.

How do I use the chat function on your website?

You can use the chat function to chat with a bot to check your order status 24 hours a day, 7 days a week.

You can also type a questions or message that will be sent to an employee.

Please note that the chat function on our website is not monitored 24/7 and that there may be a delay in response, particularly on the weekends. That being said, we will always try to get back to you in a timely manner. If it is an urgent matter, please send an email to meghan@luchianovisconti.com.

Placing an Order/Shipping/Returns

How are shipping costs calculated? 

We primarily use UPS to ship our items. We get charged by the weight and box dimensions, so we charge you by the same measures as well. Shipping weight includes the weight of your items and 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 materials if our fee does not cover unexpected weight that requires a bigger box, more padding etc. 

Shipping may be higher the further away you are located from our New York warehouse. Shipping for international orders will be particularly higher due customs fees.

Shipping prices can fluctuate regularly due to the price of gas and labor and various economic challenges (COVID-19, gas shortages, labor shortages). 

Luchiano Visconti wants your product to get there safely and in a timely manner while being able to maintain our business in an ethical manner. We are not Amazon and don't have our own shipping company. 

If you have concerns about the cost of shipping your items, please contact meghan@luchianovisconti.com

How do I know that my online order has been processed/shipped?

After your order has been placed, you will receive an auto-generated Order Confirmation email from luchianovisconti.com outlining the details of your order.  Following shipment, you will also receive an auto-generated Shipping Confirmation email, with your tracking information.

What should I do if I didn’t receive part/all of my luchianovisconti.com order?

Please check your email (including your junk folder) for any notification from us regarding a possible issue relating to your online order (ie:  out of stock merchandise, merchandise substitutions, payment method security flags, etc.). 

If you haven’t heard from us, then please contact us by email at sheba@luchianovisconti.com and include your telephone number with your inquiry, so that we may reach you during our standard business hours (Monday through Friday between 9:00 a.m. – 5:00 p.m. EST).

What payment methods do you accept? 

Luchianovisconti.com accepts payments by all major credit and debit cards (Visa, MasterCard, American Express, Discover & JCB), as well as PayPal.

Do you ship internationally? 

Yes. We currently ship to the following countries and are working on adding more. As of Nov 2020, we ship to: United States, Canada, Puerto Rico, Bahamas, Barbados, Belize, Bermuda, Brunei Darussalam, Canada, Cayman Island, Dominican Republic, Jamaica, Lebanon, Mexico, Nigeria, Panama, Paraguay, Saint Kitts and Nevis, and Thailand. 

Why was my order cancelled? 

If your order was cancelled, you will have also received an email explaining why. Either your payment was marked as fraudulent by Shopify, and we agreed with it, or the items you chose were out of stock. If your order was cancelled, you will receive a refund to the card that you paid with that will be credited to your account within 48-72 hours. Luchiano Visconti reserves the right to cancel orders for any reason at any time.

Website Help

How do I view my wishlist?

On the bottom right of your screen, you should see a red box with a heart icon. Click the red box to view your wishlist. 

How do I view my rewards?

On the bottom right of your screen, you should see a red box with a shopping bag and a heart. Click the red box to view your rewards. In order to receive and use your rewards, you must have an account or sign-up for an account. You may be prompted to log-in or create an account. 

How do I get rewards points?

You can get rewards points several different ways. Place an order, share us on Facebook or celebrate a birthday are a few of those ways. View the rewards panel for more.

How can I leave a review on a product? 

Find the item listing, and under the product description there is a spot for customer reviews. Click 'write a review' and fill out your name and email, then write your review.

Clothes

What sizes do you carry?

We typically have sizes Small – XXL, as well as extended sizes from 2XL-6XL. We also offer Big and Tall sizing in sizes LT-6XLT, and XLB-6XLB. We have a limited selection of boy's sizing. Unfortunately, not every style is offered in every size, but most styles have a wide range available. 

I want to try on Luchiano Visconti before I make a purchase. How do I do that? 

Send us an email to sheba@luchianovisconti.com and we will direct you to one of our retailers. 

I'm looking for a particular shirt, but I can't find it on your site, even though I saw it at another retailer in the past. Where is it?

If you can't find it on our website, we probably don't have it. We put what we have in stock on the website. Sometimes we sell our entire inventory to a retailer. However, sometimes we do have older items in stock but in limited sizes. You can send an email to meghan@luchianovisconti.com if you would like to double check that we truly don't have it in stock.

I have a problem with a Luchiano Visconti shirt I bought from another retailer. Can I return it with you?

No. We do not accept returns if you bought it from another retailer. You must have an order number with us in order to return with us. In addition, we do not offer customer service for other retailers. Please contact the store where you bought your shirt. We do offer replacement buttons upon request, but you are required to purchase and pay for shipping. 

What's the difference between an XXL and a 2XL? 

You may want to take a look at our size chart to determine which is right for you. A 2XL is part of our big and tall sizing.  A 2XL has much more room in the chest vs an XL which is essentially one step up from an XL. If you are debating between the two, choose the one that most closely matches your chest size. If you are in the middle, choose depending on if you like a tighter or looser fit.

Where are the Max Colton clothes?

Please visit our sister site, www.maxcolton.com to shop for Max Colton clothes.