FAQ
Comment puis-je savoir si ma commande a été acceptée ?
Après avoir complété votre commande, vous recevrez un e-mail récapitulatif contenant votre numéro d’identifiant. En cas d’échec de ce dernier, vous recevrez un autre e-mail vous informant sur le fait que la commande n’a pas été confirmée et qu’elle ne sera donc pas expédiée.
Comment tracer la livraison de ma commande ?
Quand notre magasin aura remis votre colis au transporteur, vous recevrez un courriel de confirmation de l’expédition indiquant un numéro de suivi.
Combien d’articles puis-je acheter ?
Il n’est possible d’acheter que deux articles par couleur et par taille et au maximum dix articles par commande.
Dois-je créer un compte pour passer une commande ?
Non. Vous pouvez commander en utilisant l’option « Commande rapide » qui permet de passer de votre panier à la page de confirmation votre commande sans créer de compte.
Comment puis-je trouver les articles qui m’intéressent ?
Pour trouver les articles qui vous intéressent, vous pouvez cliquer sur la catégorie souhaitée, dans le menu principal. Vous pouvez activer les différents filtres pour restreindre votre sélection d’articles ou encore utiliser la barre de recherche située en haut à gauche et saisir les mots clés comme code article, couleur, type de produit et bien d’autres.
Où puis-je trouver toutes les informations concernant les articles ?
Pour afficher les informations d’un article, cliquez sur sa photo.Une fenêtre s’ouvrira pour afficher la fiche indiquant toutes ses caractéristiques :
ligne, saison, nom de l’article, prix, description, composition, taille, couleurs, consignes d’entretien et tailles disponibles.
Comment puis-je modifier ma commande ?
Toutes les commandes sont traitées automatiquement et vous ne pouvez donc à aucun moment modifier les articles achetés. Vous pouvez demander d’annuler votre commande si cette dernière n’a pas encore été expédiée en contactant notre Service clientèle.
Comment puis-je être informé(e) des nouvelles promotions et des soldes ?
En vous inscrivant à notre infolettre, vous serez informé(e) de toutes les activités promotionnelles et des nouveautés de l’univers Liu Jo.
Comment puis-je modifier mes coordonnées ?
Pour modifier vos coordonnées, il suffit d’accéder à la rubrique « compte ». Vous pourrez également y contrôler le statut de vos commandes et gérer votre liste de souhaits.
Êtes-vous en mesure de me dire si un article sera de nouveau disponible ?
Bien sûr. Sur la fiche de l’article, à l’endroit de la taille souhaitée et non disponible, une petite fenêtre s’ouvrira pour que vous puissiez y saisir votre adresse électronique. Dès que l’article sera de nouveau disponible, vous en serez averti(e) par courriel.
J’ai oublié mon mot de passe. Que puis-je faire ?
Cliquez dans la section «compte» en haut à droite et demandez un nouveau mot de passe en saisissant l’adresse électronique avec laquelle vous vous êtes inscrit(e). Vous recevrez un e-mail avec un lien pour configurer le nouveau nouvelle
Puis-je faire un cadeau ?
Quand vous aurez choisi le ou les article(s), vous pourrez sélectionner l'option « paquet cadeau » au moment de finaliser votre achat. En cas de retour, les frais occasionnés par le paquet cadeau ne seront pas remboursés.
Existe-t-il un guide des tailles ?
Oui, ce guide est consultable en cliquant ici.
Je n’ai pas reçu de notification concernant ma commande. Pourquoi ?
Vous avez probablement mal saisi votre adresse électronique durant le processus d’achat. Pour recevoir les notifications concernant votre commande, veuillez contacter le Service Clientèle qui se chargera de vous donner tous les renseignements dont vous avez besoin.
Comment puis-je créer ma liste d’articles favoris ?
Après avoir créé un compte, vous pourrez créer une liste de souhaits et y ajouter vos articles favoris pour finaliser plus rapidement vos futurs achats et/ou la partager avec vos amis.
J’ai vu un article mais il n’est plus disponible. Comment puis-je me le procurer ?
Les tailles et les couleurs qui manquent peuvent être réassorties en cours de saison, par conséquent, ils peuvent être de nouveau en vente. Si la taille souhaitée n’est pas disponible, sur la fiche de l’article, une petite fenêtre s’ouvrira pour que vous puissiez y saisir votre adresse électronique. Dès que l’article sera de nouveau disponible, vous en serez averti(e) par courriel.
J’ai reçu un code promo. Comment puis-je l’utiliser ?
Appliquez le code promo dans le panier d’achat, avant de finaliser la commande en tant qu’utilisateur invité ou client.
À quoi sert mon compte ?
En créant un compte, vous pourrez consulter un récapitulatif de toutes vos commandes, procéder à des retours et à des échanges, modifier vos données personnelles et gérer vos consentements en matière de traitement de vos données personnelles, ainsi que gérer vos adresses et votre liste de souhaits. Vous pourrez aussi vous inscrire au programme de fidélité et voir votre solde d'étoiles.
Quelles conditions dois-je respecter pour retourner les articles ?
Tous les articles disponibles sur www.liujo.com sont dotés d'une étiquette d'identification et d'un sceau de garantie, qui ne devront en aucun cas être retirés. Aucun retour ne sera accepté si l'article n'est plus dans les conditions où il était quand vous l'avez reçu. Les retours provenant de pays autres que ceux vers lesquels nous expédions ne seront pas acceptés. Les articles retournés faisant partie d'une même commande, devront être réexpédiés en un seul et même colis. Chaque demande de retour devra correspondre à un envoi.
Combien de temps faut-il pour recevoir mon changement de taille ?
Quand le magasin aura reçu et contrôlé le retour (dans les 10 jours ouvrables), nous l’enverrons à l’adresse indiquée pour la première commande, et vous serez averti(e) par un courriel de confirmation
Puis-je retourner un changement de taille ?
Bien entendu, après avoir rempli le formulaire en ligne, vous pouvez choisir de réserver le retour avec le service de messagerie à l'adresse de votre choix ou de vous rendre dans un point de collecte où remettre votre colis.
Est-il possible d’échanger un article ?
À l’heure actuelle, nous ne pouvons prendre en charge que les échanges de taille. L’échange contre un autre article ou un article d’une autre couleur est impossible pour l’instant.
J’ai reçu un article différent de celui que j’avais commandé. Que puis-je faire ?
Joignez 2 ou 3 photos sur lesquelles on voit le vêtement en entier et le code de l’article, et contactez immédiatement notre Service Clientèle.
J'ai reçu un article erroné/défectueux dans ma commande. Que puis-je faire ?
Préparez une petite description de l'article et joignez 3 ou 4 photos sur lesquelles on voit l'article en entier et le détail du défaut ou de la pièce envoyée par erreur, puis contactez immédiatement notre Service clientèle
Je souhaite retourner un cadeau. Qui recevra le remboursement de l’article retourné ?
Nous rembourserons la personne qui a effectué la commande si cette dernière a été réglée par carte bancaire, carte prépayée ou PayPal. Si votre commande a été payée contre remboursement, nous avons besoin de l'IBAN, du nom de la banque, du titulaire du compte et du numéro de la commande pour pouvoir procéder au remboursement. En cas de retour, les frais occasionnés par le paquet cadeau ne seront pas remboursés.
Si la carte bancaire avec laquelle j’ai effectué le paiement est périmée, où vais-je recevoir mon remboursement ?
Le remboursement sera effectué sur la carte bancaire dont vous avez saisi les données pour le paiement. Votre établissement de crédit se chargera de verser le montant qui vous est dû sur la bonne carte.Nous vous conseillons de contacter votre banque pour récupérer les informations nécessaires.
Le montant remboursé est incorrect. Que puis-je faire ?
Si le montant remboursé est incorrect, contactez immédiatement notre Service Clientèle.
Quand mon remboursement?
Le délai de remboursement dépendra du mode de paiement utilisé :
Carte de crédit :
Le délai nécessaire à la visualisation du remboursement sur votre compte dépend de la banque qui a délivré votre carte. Nous vous conseillons de contrôler les opérations de votre carte bancaire.
PayPal :
remboursement sera visible dans les 24 heures
Nous vous conseillons de contrôler les opérations de votre carte bancaire plutôt que votre relevé de compte.
Comment se présente le colis standard que je recevrai ?
Le colis standard est composé d'une boîte en carton portant des sceaux de sécurité, contenant l'article commandé, enveloppé dans un papier de soie personnalisé Liu Jo. Le colis contient également toutes les instructions pour un éventuel retour de la marchandise ainsi que le récapitulatif de votre commande. Si votre colis ne vous est pas livré intact, vous disposez du droit de ne pas le retirer ou de l'accepter avec réserve. Veuillez noter que votre commande peut être livrée en envois séparés.
J'ai perdu le suivi de ma commande. Que puis-je faire ?
Vous pouvez récupérer le suivi de votre commande en consultant l'e-mail de confirmation d'expédition qui vous a été envoyé ou en allant à la section « commandes » de votre compte. Si vous avez des difficultés, contactez immédiatement notre Service Clientèle.
À quoi ressemble le paquet cadeau que je vais recevoir ?
L'emballage est composé d'un carton contenant une boîte de couleur blanc nacré portant la griffe Liu Jo, ornée d'un élégant ruban en organza et réutilisable comme rangement. Dans cette boîte, les articles Liu Jo seront enveloppés dans un papier de soie portant la griffe Liu Jo. Il est possible d'ajouter aussi un message personnalisé.
D'où expédiez-vous ?
Notre magasin est situé à Rolo (Reggio d'Émilie), Italie..
Dans quels pays pouvez-vous expédier ?
Il est possible de consulter la liste des pays vers lesquels nous pouvons expédier nos articles dans la partie inférieure gauche de la page « Expéditions ».
Puis-je récupérer ma commande en magasin ou dans un point de retrait ?
Vous pouvez retirer votre commande en magasin ou dans un point de retrait dans les 10 jours suivant la réception du courriel en choisissant l'endroit que vous préférez parmi ceux qui vous sont proposés. Ce service est gratuit et garantit la praticité de vous rendre quand vous le souhaitez au point de vente de votre choix.
Est-ce que je recevrai ma commande à temps pour Noël ?
Choisissez vos derniers cadeaux et commandez-les avant le 18/12 : la livraison est garantie et vous pourrez recevoir vos colis à temps pour Noël.
La transaction est-elle sécurisée?
Sur www.liujo.com, les achats sont sécurisés grâce aux systèmes technologiques de pointe et au protocole de cryptage SSL (Secure Socket Layer). Le client peut compter sur les certificats VeriSign. Dans un souci de protection des achats par carte bancaire, il est toujours demandé à l'utilisateur de saisir le code CVV. Digital Boîte n'utilise que des connexions sécurisées, comme le prouve la présence de l'icône représentant un cadenas verrouillé dans la barre de navigation ainsi que le préfixe « https » dans la barre d'adresse.
Quand le montant de ma commande me sera-t-il débité?
Si votre carte obtient l'autorisation de paiement, le montant sera débité immédiatement.
Le cas échéant, vous recevrez un e-mail indiquant que votre paiement n'a pas été accepté. Dans ce cas, aucun montant ne sera prélevé.
Pourquoi mon paiement a-t-il été refusé?
Après réception de votre commande, nous procédons à un contrôle standard de pré-autorisation. Il peut arriver que le paiement soit refusé pour de nombreuses raisons comme un solde insuffisant sur votre carte bancaire ou la saisie de données erronées. Si le problème persiste, nous vous conseillons de contacter votre banque et/ou notre Service clients en donnant le maximum d'informations (y compris les éventuels messages d'erreur) pour obtenir de l'aide.
Les prix des articles sont-ils TTC?
Oui, tous nos articles sont TTC.
Puis-je effectuer un paiement contre remboursement ou utiliser Paypal avec RETRAIT EN MAGASIN?
Non, le seul mode de paiement accepté est la carte bancaire.
Che cos'è la Gift Card Liu Jo?
La Gift Card è un regalo elegante e sempre apprezzato: un buono digitale emesso al portatore, utilizzabile sia online sia nelle boutique Liu Jo che offrono il servizio. Può essere acquistata scegliendo un importo compreso tra 25€ e 1.999€, ed è inviata via e-mail all’indirizzo indicato al momento dell’acquisto, insieme al codice univoco necessario per utilizzarla. La Gift Card può essere utilizzata più volte fino all’esaurimento del saldo o alla data di scadenza indicata, senza costi di attivazione o commissioni. Non è ricaricabile, ma resta la scelta ideale per offrire massima libertà di scelta alle persone che ami.
Dove posso acquistare la Gift Card Liu Jo?
Puoi acquistare la Gift Card comodamente online oppure presso le boutique aderenti al servizio. Scopri qui (https://www.liujo.com/gift-card/gift-card-stores.html) l’elenco completo e sempre aggiornato dei negozi in cui la Gift Card è disponibile.
Posso acquistare la Gift Card insieme ad altri prodotti Liu Jo?
La Gift Card può essere acquistata solo separatamente dagli altri articoli presenti sul sito. Non è quindi possibile inserirla nello stesso ordine insieme a capi o accessori Liu Jo.
Puoi però acquistare più di una Gift Card all’interno dello stesso ordine, personalizzandone l’importo e i dettagli di ciascuna. Prima di completare l'acquisto, assicurati di aver rimosso dal carrello eventuali altri prodotti o, viceversa, di aver rimosso la Gift Card.
Come posso regalare una Gift Card Liu Jo a un’altra persona?
Regalare una Gift Card è semplice e sempre di grande effetto. Nella pagina prodotto dedicata, seleziona il modello che preferisci tra le sei grafiche disponibili (Donna, Uomo, Happy Birthday, Anniversary, Happy Holiday o With Love). Inserisci il nome e l’indirizzo e-mail del destinatario: se lo desideri potrai aggiungere anche un messaggio personalizzato per rendere il tuo regalo ancora più speciale. Potrai scegliere di inviare la Gift Card immediatamente, selezionando l’opzione Subito. Potrai anche programmare la consegna indicando data e ora preferite (entro tre mesi dalla data di acquisto).
Quali metodi di pagamento posso utilizzare per acquistare una Gift Card Liu Jo?
Puoi acquistare la Gift Card utilizzando tutti i principali metodi di pagamento disponibili sul sito, ad eccezione del "pagamento alla consegna". Ti ricordiamo che non è possibile acquistare una Gift Card utilizzando un’altra Gift Card.
Come viene consegnata la Gift Card Liu Jo al destinatario?
La Gift Card viene inviata direttamente via e-mail all’indirizzo del destinatario indicato durante l’acquisto. Il messaggio include il codice univoco della Gift Card, l’importo disponibile e, se inserito, il messaggio personalizzato del mittente. Una volta ricevuta, la Gift Card è subito utilizzabile, sia online che in boutique.
Per quanto tempo è valida una Gift Card Liu Jo?
La Gift Card, acquistata online o in boutique, ha validità di 12 mesi a partire dalla data di acquisto, anche nel caso in cui la consegna al destinatario avvenga in un secondo momento. Le Gift Card emesse come rimborso in seguito al reso di uno o più prodotti hanno invece una validità di 35 giorni dalla data di ricezione, che corrisponde all’approvazione del reso e alla conferma del rimborso.
Dove posso utilizzare la Gift Card Liu Jo?
La Gift Card può essere utilizzata sia online che nelle boutique aderenti al servizio. Puoi consultare in qualsiasi momento l’elenco aggiornato dei negozi (https://www.liujo.com/gift-card/gift-card-stores.html) che accettano la Gift Card. La Gift Card è valida su tutti i prodotti in vendita, sia online che in boutique, fino all’esaurimento del credito disponibile.
Come posso verificare il saldo, i movimenti e la scadenza di una Gift Card Liu Jo?
Puoi controllare in qualsiasi momento il saldo residuo, i movimenti effettuati e la data di scadenza della tua Gift Card direttamente online, inserendo il codice nell’apposita pagina dedicata (https://www.liujo.com/giftcard-check-balance). Il codice della Gift Card è composto da 12 cifre e inizia con la sigla VGC; lo troverai indicato nella mail di consegna ricevuta al momento dell’invio al destinatario.
L’acquisto di una Gift Card Liu Jo permette di accumulare Stelle del programma fedeltà?
L’acquisto di una Gift Card, online o in boutique, non dà diritto all’accumulo di Stelle Privé o Stelle Premio. Se invece la Gift Card viene utilizzata per un acquisto, la cliente o il cliente iscritto al programma fedeltà accumulerà regolarmente Stelle Privé e Stelle Premio, secondo le regole previste dal programma.
Posso effettuare il reso di una Gift Card Liu Jo?
Ti ricordiamo che le Gift Card non possono essere rese né rimborsate. Una volta completato l’acquisto, l’ordine della Gift Card è da considerarsi definitivo e non soggetto a reso o annullamento.
Come posso pagare un ordine con una Gift Card Liu Jo?
Durante la fase di check-out, nello step dedicato alla selezione del metodo di pagamento, seleziona l’opzione “Hai una Gift Card?” e inserisci il codice riportato nella tua e-mail di conferma. In questa occasione potrai visualizzare anche il saldo disponibile e la data di scadenza della tua Gift Card. Se il saldo copre l’intero importo dell’ordine il pagamento verrà completato utilizzando esclusivamente la Gift Card. Se invece il saldo è inferiore potrai saldare la differenza con un altro metodo di pagamento a tua scelta.
Posso utilizzare più Gift Card per lo stesso ordine?
Per ogni ordine è possibile utilizzare una sola Gift Card, anche in combinazione con altri metodi di pagamento disponibili sul sito. Se l’importo della Gift Card non copre l’intero valore dell’ordine, potrai integrare la differenza scegliendo un altro metodo di pagamento.
Se il saldo della Gift Card non copre l’importo totale dell’ordine, come posso pagare la differenza?
Se il saldo della tua Gift Card non è sufficiente a coprire l’intero importo dell’ordine, potrai completare l’acquisto utilizzando uno qualsiasi dei metodi di pagamento disponibili sul sito, ad eccezione di Apple Pay e del "pagamento alla consegna". La transazione verrà suddivisa automaticamente: l’importo residuo sarà addebitato sul metodo di pagamento selezionato, mentre la parte coperta dalla Gift Card verrà scalata dal suo saldo.
Come avviene il rimborso in caso di reso di un ordine pagato interamente con Gift Card?
Se effettui un reso, totale o parziale, di un ordine pagato interamente con una Gift Card, riceverai via e-mail una nuova Gift Card di pari valore all’importo rimborsato. La nuova Gift Card sarà subito utilizzabile, online e nelle boutique aderenti, e avrà una validità di 35 giorni dalla data di emissione.
Come avviene il rimborso in caso di reso di un ordine pagato parzialmente con Gift Card?
Se hai pagato un ordine utilizzando una Gift Card insieme a un altro metodo di pagamento, il rimborso verrà gestito in modo proporzionale a seconda degli importi e dei prodotti resi. La priorità del rimborso verrà data alla Gift Card, fino a coprire l’intero importo originariamente pagato con questo metodo; eventuali somme residue verranno poi rimborsate sul metodo di pagamento utilizzato per la parte restante dell’ordine (ad esempio carta di credito o PayPal). Potranno essere emesse una o più Gift Card di rimborso, anche in caso di resi multipli sullo stesso ordine, fino a quando l’importo pagato con Gift Card sarà completamente rimborsato. Le Gift Card emesse come rimborso hanno validità di 35 giorni dalla data di ricezione dell’e-mail di conferma.
Esempi pratici:
- Ordine da 300 €: 150 € pagati con Gift Card e 150 € con carta di credito.
- Reso di un articolo da 100 € → rimborso di 100 € tramite nuova Gift Card.
- Reso di un articolo da 200 € → rimborso di 150 € tramite nuova Gift Card + 50 € su carta di credito.
- Se il reso da 100 € è già avvenuto, il secondo rimborso sarà di 50 € tramite nuova Gift Card + 150 € su carta di credito.
Dove posso consultare il regolamento completo della Gift Card Liu Jo?
Per conoscere tutti i dettagli relativi a termini, condizioni d’uso e validità, puoi consultare il Regolamento della Gift Card (https://www.liujo.com/it/regolamento-%7C-gift-card/special-service__store-cards__gift-card__Regolamento.html)
How can I join the loyalty program?
You can join The New Glam Lounge loyalty program in our stores or online. If you prefer to sign up in-store, you can request it from the sales staff at one of the participating stores (click here to see the list). If you prefer to sign up online, you can do so via the registration form on our website or, if you already have an online account, by accessing your reserved area in the “Profile” section. Membership is free and, once completed, you can immediately start enjoying the benefits of the program.
What are the benefits of The New Glam Lounge loyalty program?
The New Glam Lounge loyalty program is structured into 5 levels. At the time of registration, if you have already made purchases in our stores or online on liujo.com between 01/03/2024 and 28/02/2025 as a registered user, you will be placed in the level you are entitled to based on the total amount spent during that period, converted into Privé Stars to determine the level (your starting Privé Stars balance will still be zero). If, on the other hand, you have not made purchases as a registered user during that period, you will be placed in the first level (Bronze Privé) and your Privé Stars balance will be zero.
By accumulating Privé Stars you can access higher levels and unlock new benefits, discover the level benefits here.
The thresholds to access the levels are:
- Silver Privé: 200 Privé Stars
- Gold Privé: 400 Privé Stars
- Platinum Privé: 1,500 Privé Stars
- Diamond Privé: 2,500 Privé Stars
How are stars collected?
You can accumulate Privé Stars and Reward Stars through your purchases in stores or on the Liu Jo website, or through other actions.
For any purchase or action carried out, you will accumulate the same number of Privé Stars and Reward Stars.
Purchases in stores and on liujo.com
€ 1 = 1 Privé/Reward Star
€ 1 = 2 Privé/Reward Stars for Gold Privé, Platinum Privé, Diamond Privé members
Purchases in outlet stores:
€ 1 = 0.25 Privé/Reward Stars
€ 1 = 0.50 Privé/Reward Stars for Gold Privé, Platinum Privé, Diamond Privé members
Only amounts spent on the purchase of merchandise will be converted into Privé Stars and Reward Stars; amounts spent on ancillary services, such as shipping costs, gift wrapping and cash on delivery, do not entitle you to stars; in the case of the purchase of discounted items, for the purpose of awarding stars, the final price paid by the customer will be considered.
Gold Privé, Platinum Privé and Diamond Privé members are entitled to the “Smart Conversion” benefit, which allows them to receive double the Privé Stars and Reward Stars, compared to the rules indicated, for all purchases made.
Other actions that entitle you to accumulate stars:
- Reply to surveys via email = +50 Privé/Reward Stars
- Liu Jo total look (purchase of at least 3 items in one transaction) = +30 Privé/Reward Stars
- Purchase in more than one boutique in the same season = +25 Privé/Reward Stars
- Booking an in-store appointment = +25 Privé/Reward Stars
- Invite a friend = +20 Privé/Reward Stars when the friend signs up using your personal code
- Purchase made by the friend registered with your code = +20 Privé/Reward Stars
What is the difference between Privé Stars and Reward Stars?
The number of Privé Stars accumulated in one program season determines the level you will have in the following season and the benefits available to you. At the end of the season, you will be assigned the new level and your Privé Stars will be reset to zero. During the following season you can continue to accumulate Privé Stars, and if your Privé Stars balance corresponds to a higher level than your current one, your level will be immediately upgraded to ensure you can enjoy more benefits right away.
Privé Stars only determine your benefits and cannot be spent.
Reward Stars accumulated, on the other hand, are not reset at the end of each season, do not determine your benefits in any way, and can be spent to purchase Shopping Vouchers (online and in-store), the Free Shipping Voucher (online only) and Tailoring Service Vouchers (in-store only).
Shopping Vouchers cannot be generated by Diamond Privé members, who already have the benefit of a continuous discount; the Reward Stars balance of such members is still retained in the event of a subsequent downgrade.
For Diamond Privé members it is not possible to use Reward Stars to request Tailoring Service Vouchers, because two Tailoring Service Vouchers are automatically provided free of charge in each program season.
At the expiration of the program, the Privé Stars and Reward Stars accumulated by all members will be reset and the benefits linked to the achievement of the various levels will end.
How can I invite a friend to join the program and accumulate additional stars?
After joining the program, access your reserved area and enter the “The New Glam Lounge” section. You will find a code, easily copyable, to share with a friend or family member who is not yet enrolled. During the program sign-up process, either via website registration or from the reserved area, it is possible to enter the invitation code.
If your friend joins the program by entering your invitation code, both you and your friend will receive a bonus of 20 Privé Stars and 20 Reward Stars each. If your friend, after joining the program, makes a purchase in a store or on the Liu Jo website, you will receive an additional bonus of 20 Privé Stars and 20 Reward Stars on their first order.
How can I book an in-store appointment and accumulate additional stars?
Book an appointment by phone at one of our stores participating in the loyalty program, and at the end of the appointment you will receive a bonus of 25 Privé Stars and 25 Reward Stars. Click here to see the list of participating stores.
If I purchase a Gift Card, do I earn loyalty program stars?
In the case of purchasing a Gift Card online or in-store, the purchaser of the Gift Card will not receive Privé Stars and Reward Stars. In the case of payment using a Gift Card, the Gift Card user, if enrolled in the loyalty program, will accumulate Privé Stars and Reward Stars according to the accumulation rules provided for purchases.
When do I receive the stars related to my purchases? What happens to the stars in case of a return or size exchange?
Privé Stars and Reward Stars related to online orders are credited 35 days after purchase, and are calculated net of returns and size exchanges made in relation to the order.
In the event of a size exchange for merchandise purchased online, you will receive the Privé Stars and Reward Stars related to the exchanged items 35 days after the generation of the new size exchange order.
Remember that you can return or exchange the size of purchased items within 30 days from the delivery date of the online order.
Privé Stars and Reward Stars related to in-store purchases are credited the day after purchase and are not modified in the event of a subsequent return or exchange of products.
In the event of a return of merchandise purchased in-store, a value voucher will be generated as a refund which, when used, will not entitle you to the accumulation of Privé Stars and Reward Stars.
What are Reward Stars and how can I use them?
Reward Stars are accumulated by purchasing Liu Jo products online or in stores participating in the Loyalty program, or through specific actions. Reward Stars do not contribute to defining the level, but can be used to obtain Shopping Vouchers, the Free Shipping Voucher or Tailoring Service Vouchers in-store (Perfect Fit service).
Reward Stars do not expire and remain valid for the entire duration of the loyalty program.
Gold Privé, Platinum Privé and Diamond Privé members are entitled to the “Smart Conversion” benefit, which allows them to receive double the Reward Stars, compared to the rules indicated, for all purchases made.
150 Reward Stars = Free Shipping Voucher
The Free Shipping Voucher allows you to eliminate the cost of the Standard shipping option for an online order with home delivery, or the cost of the delivery option to a pickup point (ECO CHOICE), in countries where this option is available. In countries where only the Express shipping option is available for home delivery, the Free Shipping Voucher allows you to eliminate the cost of the Express shipping option for an order.
The Free Shipping Voucher cannot be generated by Platinum Privé and Diamond Privé members, who already have the benefit of free shipping.
Shopping Vouchers
- 200 Reward Stars = € 10
- 400 Reward Stars = € 20
- 600 Reward Stars = € 30
- 800 Reward Stars = € 40
- 1,000 Reward Stars = € 50
Tailoring Service You can convert Reward Stars into in-store tailoring services by asking the sales staff:
500 Reward Stars = 1 Tailoring Service Voucher (Perfect Fit service)
For Diamond Privé members it is not possible to use Reward Stars to request Tailoring Service Vouchers, because two Tailoring Service Vouchers are automatically provided free of charge in each program season.
Where can I check my level and accumulated stars?
In the “The New Glam Lounge” section of your reserved area on the website you can check the balance of accumulated Privé Stars and Reward Stars, your level, available benefits and discount vouchers, the movements of Privé Stars and Reward Stars associated with your account, the number of Privé Stars missing to move up to the next level, the code of your program Membership card, and the code to invite a friend to join the program. You can request the same information from the sales staff in our stores.
How do I know how many stars I am missing to move up a level?
Check the Privé Stars missing to move up a level in the “The New Glam Lounge” section of your reserved area on the website, or request information from the sales staff in our stores. The transition from one level to the next can occur at any time based on the actual crediting of accumulated stars.
The thresholds to access the levels are:
- Silver Privé: 200 Privé Stars
- Gold Privé: 400 Privé Stars
- Platinum Privé: 1,500 Privé Stars
- Diamond Privé: 2,500 Privé Stars
How can I request Shopping Vouchers, the Free Shipping Voucher or the Tailoring Service?
You can convert Reward Stars into Shopping Vouchers of various amounts, or into the Free Shipping Voucher, in the “The New Glam Lounge” section of your reserved area on the website, by selecting the “Convert stars” button in the Reward Stars box. In the next step, select the voucher you want to generate from those available to you, and select the “Confirm” button.
You can also do this in-store by asking the sales staff.
150 Reward Stars = Free Shipping Voucher
The Free Shipping Voucher allows you to eliminate the cost of the Standard shipping option for an online order with home delivery, or the cost of the delivery option to a pickup point (ECO CHOICE), in countries where this option is available. In countries where only the Express shipping option is available for home delivery, the Free Shipping Voucher allows you to eliminate the cost of the Express shipping option.
The Free Shipping Voucher cannot be generated by Platinum Privé and Diamond Privé members, who already have the benefit of free shipping.
Shopping Vouchers
- 200 Reward Stars = € 10
- 400 Reward Stars = € 20
- 600 Reward Stars = € 30
- 800 Reward Stars = € 40
- 1,000 Reward Stars = € 50
Within a single day, you can convert your Reward Stars to generate a maximum of one Free Shipping Voucher and one Shopping Voucher of your choice.
Tailoring Service You can convert Reward Stars into in-store tailoring services by asking the sales staff:
500 Reward Stars = 1 Tailoring Service Voucher (Perfect Fit service)
For Diamond Privé members it is not possible to use Reward Stars to request Tailoring Service Vouchers, because two Tailoring Service Vouchers are automatically provided free of charge in each program season.
What are the rules and validity periods of the Welcome Coupon and the Birthday Coupon?
After joining the program, you will receive a welcome email containing a Welcome Coupon with a 10% discount, valid for 90 days from the date of registration.
The Birthday Coupon will be sent to you via email 7 days before your birthday date indicated during website registration, and will be valid for 30 days from the date of sending. The discount percentage associated with the Birthday Coupon varies depending on your level: 10% for Bronze Privé members, 15% for Silver Privé and Gold Privé members, 20% for Platinum Privé and Diamond Privé members.
The Welcome Coupon and the Birthday Coupon are applicable to all items, excluding those on promotion or belonging to the Outlet category, purchased in stores participating in the program and on the liujo.com website.
The Birthday Coupon is applicable to promotional items only if the discount percentage associated with the Birthday Coupon is greater than the promotional discount percentage already provided. In this case, the Birthday Coupon discount is applied to the original price of the products in place of the promotional discount already provided.
The Welcome Coupon, the Birthday Coupon, the Shopping Vouchers and the Free Shipping Voucher of the loyalty program cannot be combined with each other, and cannot be combined with other coupons not related to the program.
Coupons are associated with your account and cannot be used by other website users.
In the “The New Glam Lounge” section of your reserved area on the website you can check the coupons and discount vouchers available to you, and view their issue and expiration dates.
You can request the same information from our Customer Service or from the sales staff in our stores.
What are the rules and validity periods of Shopping Vouchers and the Free Shipping Voucher?
The Free Shipping Voucher and the Shopping Vouchers are valid only until the end of the day on which they are generated; if you do not use them by the expiration date, the Reward Stars you spent to generate them will be re-credited to your account.
Within a single day, you can convert your Reward Stars to generate a maximum of one Free Shipping Voucher and one Shopping Voucher of your choice.
You can use Shopping Vouchers on orders placed in stores participating in the program or on the liujo.com website.
To apply a Shopping Voucher, at least one item not on promotion and not belonging to the Outlet category must be present in the cart, and the total order amount (excluding shipping costs) must be greater than the amount of the Shopping Voucher.
You can use the Free Shipping Voucher only on orders placed on the liujo.com website.
To apply the Free Shipping Voucher, at least one item not on promotion and not belonging to the Outlet category must be present in the cart.
The Welcome Coupon, the Birthday Coupon, the Shopping Vouchers and the Free Shipping Voucher of the loyalty program cannot be combined with each other, and cannot be combined with other coupons not related to the program.
Coupons are associated with your account and cannot be used by other website users.
In the “The New Glam Lounge” section of your reserved area on the website you can check the coupons and discount vouchers available to you, and view their issue and expiration dates.
You can request the same information from our Customer Service or from the sales staff in our stores.
How can I obtain the free shipping benefit through the Loyalty program?
Free shipping for online orders is a benefit reserved for Platinum Privé and Diamond Privé members. Once you reach Platinum Privé or Diamond Privé, you can enjoy this benefit until the end provided for by the regulations.
For Platinum Privé members, on all orders placed on the liujo.com website, the Standard shipping option for home delivery is free, and the delivery option to a pickup point (ECO CHOICE) is also free, in countries where this option is available. In countries where only the Express shipping option is available for home delivery, the Express shipping option is free for Platinum Privé members.
For Diamond Privé members, on all orders placed on the liujo.com website, both Standard and Express shipping options for home delivery are free, and the delivery option to a pickup point (ECO CHOICE) is also free, in countries where this option is available.
In addition, Gold Privé, Platinum Privé and Diamond Privé members are entitled to the “Buy from Store: order in-store and receive at home” benefit, which allows you to order an item not available in-store and receive it at home free of charge.
Remember that the Standard shipping option is in any case free, even for non-members, when the minimum threshold of the total amount of your cart is exceeded (shipping cost excluded). The minimum threshold varies depending on the country of purchase and delivery.
How can I book the free Color Discovery, Styling & Aperitif and Denim Customization sessions?
Book an appointment by phone at one of our stores participating in the loyalty program, click here to see the list
How can I obtain the continuous discount benefit?
The continuous discount is a benefit reserved for Diamond Privé members. Once you reach Diamond Privé, you can enjoy this benefit until the end provided for by the regulations.
Diamond Privé members with at least 2,500 accumulated Privé Stars are entitled to a continuous discount of 10%, while Diamond Privé members with at least 6,000 accumulated Privé Stars are entitled to a continuous discount of 15%.
The continuous discount is applied to all items, excluding those belonging to the Outlet category, purchased in stores participating in the program and on the liujo.com website.
For promotional items, the continuous discount will be applied, in place of the promotional discount, only when the continuous discount is greater than the promotional discount already provided.
Remember that in order to access the continuous discount and view it on the website, in the categories and product pages, you must be logged into your account.
What happens if I return an order in which I used a Welcome Coupon, a Birthday Coupon or a Shopping Voucher?
You will receive a refund of the price actually paid for the returned products through the ordinary refund methods, net of the discount applied to such products by the Welcome Coupon, the Birthday Coupon or the Shopping Voucher. The Coupon or Voucher used will not be reactivated and cannot be reused.
How long do my benefits last, and how is my level updated during the program?
Your level and related benefits are recalculated periodically based on the Privé Stars accumulated during the program seasons. The reference seasons are:
- 03/04/2024 – 31/08/2024;
- 01/09/2024 – 28/02/2025;
- 01/03/2025 – 28/02/2026
Exceptionally, as an additional benefit for all loyalty program members, the level recalculation carried out on 01/03/25 considered the total amount spent between 01/03/2024 and 28/02/2025, converted into Privé Stars to determine the level.
What is the duration of the loyalty program?
The New Glam Lounge loyalty program began on 03/04/2024 and will end on 28/02/2026. Upon expiration of the program, the Privé Stars and Reward Stars accumulated by all members will be reset and the benefits linked to the achievement of the various levels will end.
Can I give or transfer my stars?
No, Privé Stars and Reward Stars cannot be transferred or gifted to another person enrolled in The New Glam Lounge loyalty program.
Where can I consult the Regulations of The New Glam Lounge loyalty program?
Consult the The New Glam Lounge Terms & Conditions here. You can find the information on the processing of personal data of program participants here.
What do I need to do to unsubscribe from the program?
You can unsubscribe from the loyalty program in the “The New Glam Lounge” section of your reserved area on the website, by selecting the “Leave the New Glam Lounge” link.
Alternatively, you can send the request to our Customer Service from this page, by opening the “Shop online” form, or by sending an email to servizioclienti@liujo.com, or you can go directly to one of the participating stores and request unsubscription from our sales staff.