FAQ

Shopping FAQ

How can I get a confirmation of my order?
After you have completed the order you will receive a confirmation e-mail containing your Order Number.

How many articles can I purchase?
You can purchase only two articles per colour and size, and a maximum number of ten articles per order.

Do I have to create an account to place an order?
No, you can place orders by using the Checkout option, which allows you to place an order without registration.

How can I search for articles that I’m interested in?
You can search for products from the main menu, by clicking on the category of interest.You can also use the search box in the top right to search for specific products using keywords such as: name of article, code and colour.

Where can I find product information?
To view information on a product, click on its image. A screen will open showing details on the product, including all information on: line, season, name of article, price, description, composition, measurements, colours, washing instructions and sizes available.

How can I receive updates on forthcoming promotions and sales?
By signing up for our newsletter you will be updated on all the promotional activity and news from Liu Jo.

How can I change my contact details?
You can change your contact details by accessing the “account” section

Are you able to tell me if a garment will become available again in stock?
Of course. In the product profile, a field will appear on the unavailable size you are interested in, where you can enter your e-mail address. As soon as the garment is once more available we will inform you by e-mail.

I have forgotten my password. What can I do?
Click account at the top right and request a new password by entering the email address you registered with .

Can I buy a gift?
To make a gift , once you have chosen the item / items , you can select the gift box during the checkout process

Do you have a size guide?
Of course. You can find all the information you need by clicking here.

I did not receive notifications related to my order , how come ?
You may have mistyped the email address during the checkout process . To receive notifications of the order in this case you must contact Customer Service who will give you all the information you need .

How can I create my wishlist?
By registering your account, you can create a wishlist and include your favourite products in order to make future purchases quicker. You can also share your wishlist with friends.

What can I do through my account?
By creating an account, you will be able to see a summary of all your orders and returns, modify your personal information, and manage your addresses and wishlist.

Returns and Refunds FAQ

Which conditions do I have to meet in order to return the products?
Returns shipped from countries other from those to which we ship will not be accepted. Products returned from the same order must be sent as a single shipment. It is not possible to ship returns of two or more orders inside the same box

Do I have to pay something to return products?
No. Liu Jo pays the return costs

How long will it take for me to receive my change of size?
Ten days at the most from the time our warehouse receives your return are necessary for you to receive your change of size.

Can I return a change of size?
Of course. You have to contact the forwarding agent to pick up the return and then inform the Customer Service.

Can I exchange the product?
We are currently only able to manage size changes, but cannot change the article or its colour.

I have received the wrong garment in my order. What can I do?
Attach 2-3 photos showing the entire garment and the article code, then immediately contact our Customer Service.

I have received a faulty product. What can I do?
Prepare a small product description and attach 3-4 photos showing the entire article and a detailed view of the defect, then immediately contact our Customer Service.

How can I request a change of size?
You will in any case have to make a return request.We will set aside the new article for you. After the warehouse has received and checked the return (up to 5 business days are necessary), we will ship it to the address indicated for the first order and will notify you with a confirmation e-mail

I want to return a gift. Who will be refunded?
If the order has been paid for using PayPal or credit card, the refund will affect the original transaction and will therefore be credited to the account of the person who made the payment. For security reasons we are not authorised to credit refunds to a different account. If the order has been paid by cash on delivery we need the the data of those who placed the order to refund.

Where will I receive my refund ?
The refund will be made on the bank, postal or Postepay Evolution current account.We recommend that you check the transactions of your card, and not the credit card statement.If you paid by cash on delivery Send an e-mail to our Customer Service with the following information: IBAN, bank, branch and current account holder. The time needed for the refund depends on whether or not the data sent are correct You can check the refund on your account online or by contacting your bank.

The amount refunded is wrong. What should I do?
If the amount refunded is incorrect, immediately contact our Customer Service.

If the card with which I made ​​the payment has expired where I get a refund ?
The refund will be made ​​on the card you used for payment, will your bank to reverse the amount of the correct one. You should contact your bank to retrieve the necessary information.

Shipment FAQ

Where do you ship from?
Our warehouse is located in Somaglia (LO), Italy.

What countries do you ship to?
To see all the countrues in which we ship you need to change the country destination from the pop-up menu in the bottom right hand corner “Change Country”.

What is the standard package like?
The standard package comprises a cardboard box containing the purchased garment, wrapped in personalised Liu Jo tissue paper. The package will also contain instructions for returning goods and an order summary.

Can I enter a billing address different from the shipping address?
You can enter a billing address different from the shipping address only if the destination country remains the same. You can change only the shipping address, and not that of billing, after our systems process the order.

I lost the tracking of my order. What do I do?
You can recover the tracking of the shipment from the shipment confirmation e-mail you were sent or by going to the Order section.

What is the gift package like?
The package comprises a cardboard box containing a pearl white box personalised with the Liu Jo logo and decorated with an organza ribbon that the recipient can use for putting purchases away. The garments inside will be wrapped in personalised Liu Jo tissue paper.If you wish, you can include a personal message. This will be printed on a Liu Jo gift card.

Can I collect my order in-store?
You can collect your order in-store, choosing your most convenient store. This service does not incur additional costs while guaranteeing convenient collection from the store of your choice. Find out more.

Payments FAQ

Is the transaction safe?
Every purchase on www.liujo.com is extremely secure because advanced technological and encoding systems (SSL) are used. The customer can also rely on the use of VeriSign certificates. In order to protect your credit card purchases, you will always be asked to enter your CVV code. Digital Boîte uses secure connections only, as shown by the padlock symbol appearing in the browser and the prefix “https” in the address bar. Moreover, for greater security, all orders made using a credit card must be approved by www.liujo.com.

 When will the order amount be charged to my card?
If the card is authorised, payment will be charged immediately.
If, on the other hand, it is not authorised, the payment will not be charged and we will notify you that your bank or lending institution did not authorise the transaction. In this case no amount will be charged.

 Why has my payment not been accepted?
After receiving the order we perform a standard pre-authorisation check. Payment may not be accepted for a number of reasons, such as insufficient funds on your card or due to entering incorrect data, such as the expiry date or card number.If the problem persists, we recommend that you contact your bank and/or our Customer Service, providing as much information as possible (including any error messages) so you can be helped.

Do the prices of the articles shown include VAT?
Yes. All of our articles are inclusive of VAT.

Can I use cash on delivery or Paypal for the IN-STORE COLLECTION service?
No, payment by credit card is the only method accepted