Refund policy
To ensure the fastest possible service and help you receive the correct item as quickly as possible, we have optimized our procedures. If you wish to exchange a product, for example due to an incorrect size, please follow the instructions below.
1. HOW TO PROCEED WITH AN EXCHANGE OR RETURN
If you wish to exchange an item for a different size or make a return, the procedure is very simple:
SEND AN EMAIL: Write to us immediately at info@lavifriulane.com, including your order number and the new size you would like to receive.
PROCEED ONLINE: Log in to your account on the website and start the request in the “RETURN” section.
IMPORTANT: In the NOTES field of the online request, clearly write the size you would like to receive and the reason for the exchange.
Once we have received your request, both by email and through the portal, our team will provide you by email with all the specific instructions on how to proceed with the shipment and the management of the new delivery.
RETURN GUIDE — STEP BY STEP
Follow these steps to submit your online request:
Log in to your Account: Log in on our website.
Select the Order: In your personal area, find the relevant order and select the “RETURN” option.
Indicate the Reason and the New Size: Explain the reason for the return and, as indicated above, specify in the notes whether you would like a size exchange.
Wait for Approval: You will receive an acceptance email with the instructions. Items returned without prior request will not be accepted.
⚠️ Check Customization: Please note that customized products, such as initials, embroidery or made-to-measure variants, CANNOT be exchanged or returned. Before placing a customized order, we invite you to carefully consult our Size Chart. If you have any doubts about the fit, please contact us in advance: we are here to help you choose the correct size.
Ship the parcel: Once your request has been approved, you may ship it to:
Via Modena, 2
73046 Matino (LE)
Italy
Tel: 345 2337504
You have 14 days from the date you receive the product to ship the return.
COSTS AND RESPONSIBILITIES
Shipping costs: Return shipping costs are the responsibility of the customer.
Team errors: In the event that we have sent an incorrect or defective product, the costs will be entirely covered by us.
CONDITIONS FOR WITHDRAWAL
To be eligible for a refund or exchange, the item must be:
- NEVER worn and free from signs of use.
- Placed in its original and complete packaging.
- Free from customizations, including embroidery or any other personalization requested at the time of purchase.
Specific notes for our LaVì: Our footwear is delicate and handcrafted. Please take care when opening the button. Returns are possible ONLY if the size is incorrect or in the case of manufacturing defects found upon delivery. We do not accept returns for products damaged due to careless handling.
DEFECTIVE OR DAMAGED PRODUCTS
Each LaVì is a unique handmade piece: slight irregularities are signs of craftsmanship and not defects. However, if you receive a damaged product:
- Check your order immediately.
- Contact us IMMEDIATELY at info@lavifriulane.com, sending photos of the issue.
REFUNDS
After inspecting the returned item, we will confirm the outcome by email.
If approved: We will process the refund to the same payment method used for the purchase. Processing times depend on your bank or payment provider.
Do you still have questions? We are at your disposal: write to us at info@lavifriulane.com.