FAQ

XXS: Chest 31.5"-32.3" (80-82 cm), Waist 23.6"-24.4" (60-62 cm), Hip 33.5"-34.3" (85-87 cm)

XS: Chest 33.5"-34.3" (85-87 cm), Waist 25.6"-26.4" (65-67 cm), Hip 35.4"-36.2" (90-92 cm)

S: Chest 35.4"-36.2" (90-92 cm), Waist 27.6"-28.3" (70-72 cm), Hip 37.4"-38.2" (95-97 cm)

M: Chest 37.4"-38.2" (95-97 cm), Waist 29.5"-30.0" (75-77 cm), Hip 39.4"-40.2" (100-102 cm)

L: Chest 40.6"-42.9" (103-109 cm), Waist 32.7"-35" (83-89 cm), Hip 42.5"-44.9" (108-114 cm)

XL: Chest 44.5"-46.7" (113-119 cm), Waist 36.6"-39" (93-99 cm), Hip 46.1"-48.8" (118-124 cm)

XXL: Chest 46"-47.6" (117-121 cm), Waist 42.9"-44.5" (109-113 cm), Hip 48"-49.6" (122-126 cm)

Every product on our site has its own product page, showing a range of images, and sometimes videos. There is also information about colours, sizes, and other materials in which the item is offered. You can find a product page in several ways:(a) Search. Enter the product name or number in the search box You’ll see everything from the site related to your product.(b) Browsing. As you look through the product categories of our EShop section, you will discover product pages for all our items.

On the product page (see above), choose the colour and size you need. Then add the item to your shopping bag.If your preferred combination of colour and size is unavailable, you will be offered a Merchandise Request Form. You can use this brief form to let our Customer Service team know what you need. They will then contact you directly with more details.Once you have everything you want in your shopping bag, proceed to the checkout. There are a few simple steps to purchasing:log in, if already registered, or create a new account. Otherwise, continue with your purchase as a guest.Checkout. Insert personal data and delivery address, accept the Terms of Sale, select gift and shipping options, and verify your order details.Payment. Select the payment method and submit your order.Once payment has been authorized, we will send you an email confirming that we have received the order and are processing it.As soon as your order is on its way, we will email you again with details of your order, an electronic invoice if required, and a link to track your delivery.

Items in our shop usually are in stock. Even if an item is in stock, however, please be aware that another customer could buy an item you want before you complete the order - even if the item is in your shopping bag.If your preferred combination of colour and size is unavailable, you will be offered a Merchandise Request Form. You can use this brief form to let our Customer Service team know what you need. They will then contact you directly with more details. You will be notified when the product is back in stock.

We unconditionally guarantee that every item we sell is 100% authentic. We cannot comment on, or guarantee, the authenticity of any products bought from other websites.

We offer a sizing chart on each product page to show various international conversions.

No. You can place an order as a guest. But, registering with our site allows you to: Track your orders and look back at previous purchases

Request returns or exchanges

Save addresses for easier ordering

Manage your account details and order history, and see the status of your ordersCreate and manage a wish list.

We use your IP address to determine your location and currency.

Don’t worry. Just follow the ‘Forgot your Password’ instructions under ‘Login’.

Payment by credit card

For orders shipped in the United States, Europe and the Middle East, we accept Visa, MasterCard and American Express. Your card will only be charged when your order is shipped as described in the applicable Terms of Sale.
For orders shipped in Japan, we accept Visa, MasterCard, American Express, JCB and Diners.

Payment by wire transfer

For orders shipped in Europe (Russia included), we accept bank wire transfer payments for orders to be delivered in Europe, although possible restrictions may apply due to local laws and regulations. We only accept payments from bank accounts whose holder corresponds to the person placing the order on the website and who will then receive the e-invoice. Payment must be made in the currency as indicated in the order. We will not ship the goods until we receive confirmation from our bank that the payment has been successfully credited to our account.

Payment by cash on delivery

For orders shipped in Mainland China and United Arab Emirates, we accept cash on delivery.

For orders shipped in Mainland China
Please note that you must be based in Mainland China to ship orders within China.

For orders shipped in the United Arab Emirates
Loro Piana accepts payment by COD through our courier partner, Time Express. To be eligible for this service, merchandise must be shipped to an address within the COD service area provided by Time Express. The Time Express courier accepts cash payment for all orders with a total value of up to 50,000 AED.
Orders paid with a credit/debit card on the Point of Sales ("POS") machine brought by Time Express on delivery will experience a surcharge of 3.5% of the paid amount.

Payment with Alipay

For orders shipped in Mainland China, the European Union and the United States.

Payment with WeChat Pay

For orders shipped in Mainland China

Payment with PayPal

For orders shipped in Europe and the United States.

Payment with Ewallet: Apple Pay & Google Pay

For orders shipped in Europe, the Middle East, the United States and Japan.

Your online security is important to us. The page on which you enter your card details is directly operated by Adyen, Cybersource (for orders shipped in Japan), or Checkout.com (for orders shipped in UAE), which are PCI-compliant companies using industry-accepted security technology. All orders on our site are processed through our payment provider’s PCI-compliant company using industry-accepted security technology. For additional security, we have also introduced 3D secure services. These protect your card by asking for a password every time you purchase with us. (To use this service, please first register with the bank that issued your card).We store your address details securely, to save you having to enter them every time.

Of course, you can call us anytime to place your orders. But for the time being, we only offer our services in English. The customer service team is available any time between 09:00 and 22:00.

No. We are sorry, but we cannot combine orders, or add items to an order once it has been submitted.

We will email you to confirm we have received your order, and are processing it. Once your order has been shipped, we will send you another email with tracking details and an electronic invoice as described in the applicable Terms of Sale.

For orders shipped in Europe (Russia included), the United States, Japan and the United Arab Emirates, your card will only be charged once your order has been shipped as described in the applicable Terms of Sale. If any of the items you ordered are not available, you will not be charged for them. In the rare situation that none of your ordered items are available, or if there is a problem authorizing your card, our Customer Service team will contact you by email.

Yes, your user account has an address book which allows you to automatically save and edit addresses for easy reference in the future.

Please follow the instructions below for your country. If there are more spaces that you need for your postal code, please add a zero or zeroes before the code, to fill the extra spaces.
Austria Enter four digits, for example 1234.
Belgium Enter four digits, for example 1234.
Bulgaria Enter four digits, for example 1234.
Czech Republic Enter five digits, for example 12345.
Denmark Enter four digits, for example 1234.
Estonia Enter five digits, for example 12345.
Finland Enter five digits, for example 12345.
France Enter five digits, for example 12345.
Germany Enter five digits, for example 12345.
Greece Enter five digits, for example 12345
Hungary Enter four digits, for example 1234
Italy Enter five digits, for example 12345.
Latvia Enter four digits, for example 1234
Lithuania Enter five digits, for example 12345.
Luxembourg Enter four digits, for example 1234.
Monte Carlo Enter five digits, for example 12345.
Poland Enter five digits, for example 12345.
Portugal Enter four or seven digits, for example 1234 or 1234567.
Rep. of Ireland Leave the postal code blank and just enter your country.
Romania Enter six digits, for example 123456.
Russia Enter six digits, for example 123456.
Slovakia Enter five digits, for example 12345.
Slovenia Enter four digits, for example 1234.
Spain Enter five digits, for example 12345.
Sweden Enter five digits, for example 12345.
The Netherlands Partial and complete postal codes both work, for example 1234 or 1234AB.
United Kingdom Enter your postcode with the space, for example AB12 3CD.
United States Enter five digits, for example 12345.
China Enter six digits, for example 100081.
Japan Enter seven digits, for example 123-4567.
South Korea Enter five digits, for example 12345.
Ukraine Enter five digits, for example 12345.

Delivery & Shippi

Yes, for orders shipped to Manhattan, we offer same-day delivery as an option that can be selected directly on our website. Orders placed by noon EST on weekdays will be delivered by 6.00 PM EST on the same day. Orders placed on weekends or after noon EST on weekdays will be delivered on the next business day.

We only ship your order once all the payment and delivery details have been approved. All delivery charges will appear directly on your checkout page after you have selected your shipping address.
Within the E.U. we ship using DHL Express and your order should arrive within three to five business days.
Within China, we ship using SF Express and your order should arrive within five business days.
Within the U.S. we ship using FedEx and we offer three shipping options:
Regular: Order should arrive within 7 business days.
Expedited: The order should arrive within 3 business days.
Same-Day Delivery: We provide same-day delivery in Manhattan and, in some cases, to the Tri-State area as described above.
Within Japan: We ship using Yamato and your order should arrive within three to five business days.
Within South Korea: We ship using Ilyang and your order should arrive in three business days.
Within UAE: We ship using DB Schenker, DHL, and Aramex and your order should arrive within one to three business days. The same delivery service for orders to Dubai and Abu Dhabi was placed before 11:00 AM on the same day. Next-day delivery service for orders to all other UAE addresses, and for orders placed between 11:00 AM and 5:00 PM on the previous day. Friday delivery for all orders placed before 3:00 PM on the previous day.
Every delivery must be signed for, as we need proof of delivery. We cannot authorize a delivery without a signature, so please make sure you are available to sign for the delivery. You can track the progress of your order using the ‘Order History’ tab in your account.
Any delivery date or time specified by us is an estimate only, and we will not be liable for any loss or damage suffered by you resulting from any delivery delays.

Our Eshop offers direct delivery services to the countries listed below. If you would like to inquire about delivery to another country/region please contact our Customer Service by email at customerservice@linkall.com/
North America:
United States
Asia:
Mainland China
Japan
South Korea
Middle East:
United Arab Emirates
Qatar
Saudi Arabia
Kuwait
Bahrain
Europe:
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czechia
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
Poland
Portugal
Monaco
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
Netherlands
Ukraine
United Kingdom
Please note that unfortunately we are not able to deliver to European Countries with special tax exemptions, Post Office Boxes or U.S. territories including the U.S. Virgin Islands, Puerto Rico, and Guam.
For orders shipped in Europe, please email our Customer Service team at customerservice.eu@linkall.com
For orders shipped in the United States, please email our Customer Service team at customerservice.us@linkall.com
For orders shipped in China, please email our Customer Service team at customerservice.cn@linkall.com
For orders shipped in Japan, please email our Customer Service team at customerservice.jp@linkall.com
For orders shipped in United Arab Emirates, please email our Customer Service team at customerservice.ae@linkall.com
For orders shipped in South Korea, please email our Customer Service team at customerservice.kr@linkall.com

Unfortunately not. If you need items sent to different addresses, please place a separate order for each address. For corporate orders, please contact our Customer Service team.

Unfortunately not, so please make sure you provide a suitable delivery address.

Each item in your order will be delivered in one of our signature Venus-coloured gift boxes.

All items are insured against theft and accidental damage while in transit. Once your items have been delivered and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend you either refuse the delivery or make a note when signing for it that you are accepting a damaged box.

Yes. Every delivery must be signed for, as we need proof of delivery. We cannot authorize a delivery without a signature, so please make sure you are available to sign for the delivery.

Once your order has been shipped, we will send you an email confirming the shipping details, with a tracking number. You can always view and track the status of your shipment by logging to your account and clicking the relevant order.
For orders delivered to Japan, you can track the progress of your order by entering the tracking number provided in your Order Confirmation directly into our carrier’s website.
For the Same Day Delivery, to check the status of your delivery, please contact our Customer Service Team directly by email at customerservice.us@linkall.com

Orders Shipped to the European Union and Mainland China
All orders shipped in the European Union and China are already inclusive of VAT by default.
Orders Shipped to Ukraine
There may be customs charges to pay directly at the courier at the time of delivery.
Orders Shipped to the United States
For orders shipped to the United States, any taxes and duties are calculated according to the value of your order, your billing address and your shipping destination as applicable by law. Please refer to the applicable Terms of Sale for information regarding taxes.
Restrictions in delivering some products to California, U.S.
Under the California penal code, we cannot ship orders for products that contain python or other prohibited materials to the State of California.
Orders Shipped to Japan
For orders shipped to Japan, any taxes and duties are calculated according to the value of your order and your shipping destination. Any such taxes and duties will be itemized on the order check-out page, the Order Confirmation, and the e-mailed invoice.

If you have any questions or concerns, please feel free to contact our Customer Service and we will respond as quickly as possible:
For orders shipped in Europe, please email our Customer Service team at customerservice.eu@linkall.comFor orders shipped in the United States, please email our Customer Service team at customerservice.us@linkall.comFor orders shipped in China, please email our Customer Service team at customerservice.cn@linkall.comFor orders shipped in Japan, please email our Customer Service team at customerservice.jp@linkall.com
For orders shipped in the United Arab Emirates, please contact our Customer Service team
For orders shipped in South Korea, please email our Customer Service team at customerservice.kr@linkall.com

The following policy applies only to Goods purchased on our Website. We cannot accept returns/exchanges of Goods purchased on other websites, in physical stores, or Goods from countries where we do not ship merchandise directly.For orders delivered to Russia, we will not accept returns for changing the colour or size of the items. If you would like a different item, you should return your purchase and place a new order.

The original purchaser can arrange a free exchange or return of any item bought through our website, in three simple steps which are described in the applicable Terms of Sale and summarized as follows:

1. Login to your account at www.vanuscloud.myshopify.com. Choose the detail page for your order and mark the items you need to return/exchange. You will receive a Return Authorization Number.

2. Place all items for return or exchange in their original boxes and packaging, along with the Return Authorization Number (see above). Each item must be in original, new and unused condition, with all its original tags and labels still attached.3. Attach the adhesive “Eshop/eCommerce Urgent” sticker to the outside of the box.For orders shipped in Europe: stick the provided return label onto the box. In case you want to specify a different pickup address, you can do it while entering the return request (step 1. In the instructions above) and print a new return label. Then call DHL to arrange a suitable time for them to collect your box:For orders shipped in the United States: attach the pre-addressed FedEx label to the outside of the box. Go to www.fedex.com or call 1-800-GOFEDEX (1-800-463-3339) to arrange a suitable time for FedEx to collect your box.For orders shipped in China: Call SF Express to collect your box.For orders shipped in Japan: complete the pre-addressed Yamato airway bill and attach it to the outside of the box. For orders shipped in South Korea: call Ilyang to collect your box. We will then provide you the return label to apply to the box.Please note that we will inspect all returned merchandise to make sure it complies with our Terms of Sale, and then promptly exchange the goods or issue a refund to the original credit card or the bank account used for the original purchase (for more details please see the Conditions of Return or Exchange below). All return shipments are provided free of charge.The return process for gifts is described below.In case of payment by wire transfer received from a country outside the European Union, you will be contacted by our Customer Service to obtain all necessary information. Please note that the bank account provided for the reimbursement must be the same bank account used for the original purchase.The procedure for entering a return for items shipped to Russia is available in the dedicated section.

As an additional opportunity, you are welcome to return or exchange any item bought through our Eshop in one of several Venus Stores, within 30 days post-purchase. Please keep in mind that Products shipped to the United States can only be returned or exchanged at our stores in the United States. Products shipped to Japan can only be exchanged at our stores in Japan and cannot be returned. Products shipped in Mainland China and EMEA (Europe, Russia, United Arab Emirates and Qatar) cannot be returned in any physical store. The process for returning or exchanging in our stores is described in the applicable Terms and Conditions.For orders delivered to Russia, returns and changes at Venus stores will not be available, but it will be offered a free pick-up service.

Items received as gifts can be returned or exchanged as described in the applicable Terms of Sale. For questions regarding our process, please contact our Customer Service team:

For gifts received in Europe, please email our Customer Service teamat customerservice.eu@linkall.comFor gifts received in the United States, please email our Customer Service team at customerservice.us@linkall.comFor gifts received in Mainland China, please email our Customer Service team at customerservice.cn@linkall.comFor gifts received in Japan, please email our Customer Service team at customerservice.jp@linkall.comFor gifts received in South Korea, please email our Customer Service team at customerservice.kr@linkall.comThe return process for items bought by the original purchaser is described above.

You may return or exchange (for colour or size) any item you have purchased through the Vanuscloud website within thirty (30) days after the products are received.The above policy applies only to products purchased on our website (vanuscloud.myshopify.com). We cannot accept returns or exchanges for products purchased on other websites, in our physical stores, or Goods from countries where we do not ship merchandise directly. You can read our complete return and exchange policy in our Terms and Conditions.Please note that the right of withdrawal does not apply to products belonging to any of the following categories:• Customised products;• Perfumes and candles, which are not perfectly sealed;• Swimwear, underwear, lingerie, sleeping masks, face masks, etc., which have been tried on with direct contact against the skin and do not have the hygiene label

The following policy applies only to Products purchased in our Directly Operated Stores*.You may return any product purchased by you or received as a gift, in any Venus store of your choice (Store Locator) in the country of purchase, within 30 days post purchase.Returning your purchased Products in our store is free and can be done in 2 easy steps:

1. Bring your products, in perfect condition, new, unaltered, unused, and with all of the tags and labels attached, in their original packaging along with the Receipt that you received with the original purchase, to a Venus Store.
2. A store representative will check the products to make sure that they are in perfect condition, new, unaltered, unused, and with all of the tags and labels attached. If the products comply with the standards stated in our Terms and Conditions, then the requested return will be accepted. The Store representative will explain the different options for you to choose in return of your products.

In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms and Conditions, or where we have any reason to believe that the Products are fraudulent, we will not be able to accept the returnFor items purchased in Department Stores or Shop-in-shops please refer to the Terms & Conditions displayed on the original receipt.

You can save any item on the site in your Wishlist or lookbook, making it easy to find later. Simply click the star icon in the categories or product pages. You can see your Wishlist at any time by clicking the Account icon.You can use the Wishlist even if you are not registered and logged in on the site. In this case, if you close the browser, you will lose your selected items. We suggest logging in or creating an account.

We will maintain your personal information by the applicable Privacy Policy posted on the Site and will maintain reasonable procedures to protect the security of your personal information from unauthorized access, use or disclosure. For further details, please read our full Privacy Policy available in the Legal section of our site.