FAQ

Shipping

What are the delivery times?
We process your order within 1–3 business days (Monday to Friday). Delivery usually takes 5–12 business days after dispatch. The total delivery time, including processing and shipping, is 6–15 business days. You’ll receive a tracking number as soon as your package is on its way. Orders placed before 5:00 PM (Italian time) are processed the same business day.

How much does shipping cost?
Shipping is free to Italy, the United States, the United Kingdom, Australia, and France, with no minimum order amount.

Which carriers do you use?
We ship with Poste Italiane in Italy, USPS in the United States, Royal Mail in the United Kingdom, Australia Post in Australia, and Colissimo in France.

Do you ship internationally?
We currently ship only to addresses in Italy, the United States, the United Kingdom, Australia, and France

Returns and refunds

Can I return my order?
Yes. You have 30 days from the delivery date to request a return. Items must be unused and returned in their original packaging, complete with all components and accessories received.

Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item is defective or incorrect. In those cases, we cover the return shipping costs.

When will I receive my refund?
Once we receive and inspect your return (usually within 2–5 business days), we issue a refund to the original payment method.

Can I cancel my order?
Write to us as soon as possible at info@luciasofia.it. If the order has not yet shipped, we’ll cancel it and refund you.

Products

How do I choose the right size?
Our shoe sizes are listed in European sizing (EU). Each product page shows the sizes available for that style. If you’re unsure between two sizes, write to us before ordering and we’ll help you choose.

Where can I find materials and measurements?
Each product description lists the materials and, for bags, the dimensions as provided by the manufacturer. If any information is missing from the product page, write to us and we’ll check for you.

What if the size isn’t right?
You can request a return within 30 days of delivery, subject to the terms outlined in the Return Policy.

Do the colors match the photos?
The photos show the style as supplied to us; colors may look slightly different depending on your screen. Available colors are listed on each product page.

Payments and orders

Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Union Pay, Apple Pay, Google Pay, Shop Pay, and Klarna.

How can I track my order?
You’ll receive a tracking code by email as soon as your order ships. You can track your shipment on the Track Your Order page.

Customer service

How can I contact customer service?
Write to us at info@luciasofia.it or call +39 339 990 7418. We respond within 24 hours on business days. You can reach us Monday to Friday from 9:00 AM to 5:00 PM and Saturday and Sunday from 9:00 AM to 4:00 PM (Italian time).

Do you have a physical store?
No, Lucia Sofia is an online-only store.