Nice brands, eventhough they made the loyalty program almost useless..
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Review summary
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My recent experience with Luisaviaroma was mixed. Although the price was very tempting (50% off on selected items), the discounted selection was extremely limited. I happened to find a pair of HOK... See more
Company replied
Overall the shopping experience was fine, the website is clear and the product selection is good. However, £22 shipping fee is very expensive, especially considering that most luxury websites offer fr... See more
Company replied
I've order two bags on different occasions, one The Row tote and a Valextra bag. Both were delivered amazingly fast and with no duties, saved a few hundred on each purchase. Both of my experiences h... See more
Company details
Information provided by various external sources
Launched online in 1999, LuisaViaRoma.com is a 100% privately owned top online luxury fashion destination featuring a curated selection of established designers side by side with the best emerging talents. The website offers a wide selection of clothes, shoes and accessories for men, women and kids from the most prestigious fashion designers such as Balenciaga, Burberry, Gucci, Valentino, Fendi, Saint Laurent, Givenchy, Prada, Bottega Veneta, Loewe, Moncler, Off White, Heron Preston as well as a dedicated section of home, design, and beauty products.
Contact info
3.8
Great
13K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 97% of negative reviews
Typically replies within 1 week
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parfait !!!
1 July 2025
Unprompted review
LVR still refusing refund of Express shipping fee €10 extra
I paid €10 extra for 1/2 days express delivery. After a week the items still had not been shipped. LVR excuse was that this was a busy sale period. I was refused a refund for the charge which was free otherwise.
The explanation offered by LVR is just a lame excuse. NBTheir delivery details do not specify this when opting for express delivery. I was charged £10
for express delivery which they were unable to comply with and so a refund should be given. I am a high level client with them and being treated this way over the charge is pretty poor behaviour/ customer service. They didn’t send the item in over a week. Don’t offer the express option at that time
31 July 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Simon,
We apologize for the inconvenience caused by the delay in processing your order.
We would like to inform you that, as indicated on our website, orders are normally shipped within 1-2 business days after receipt, but during sales or promotional periods, the processing time may be longer.
Choosing express shipment, the effective transit time is indeed faster than the standard one, delivery takes place in 1-2 business, but the order processing time remains the same regardless of the shipping service.
Regretfully during sales period, we cannot guarantee our usual dispatch standards, but we are not able to refund the shipping fees as they cover the courier costs.
We apologize again for the dispatch delay, and we remain at your disposal for any further assistance.
Best regards
Customer Service Team
Its very professional
28 July 2025
Unprompted review
Fantastic shopping experience
Fantastic shopping experience. Highly recommend. Especially sales
23 July 2025
Unprompted review
Disgusting Customer Service
I had purchased a Demellier designer handbag as a special anniversary gift for my wife - an item she had long desired and which, understandably, was both difficult to source and expensive. I trusted Luisaviaroma and decided to source the bag all the way from Italy given your strong reputation as a premium designer stockist, therefore expecting you to handle this purchase with the care and professionalism expected from such a brand.
Unfortunately, my experience has been deeply disappointing and unacceptable.
Upon arrival, it was immediately clear that the item had been poorly and inadequately packaged. The handbag, made of leather and of high value, had been forced and squished into a cardboard box that was far too small for it and not even close to the correct size. As a result, the handles were bent and compressed, causing visible damage to the leather. The dust bag provided could not even be closed around the handbag, indicating it was not the correct size, and there was no protective packaging whatsoever - no bubble wrap, padding, or structural support. This would have left the bag completely vulnerable to any external elements such as moisture or pressure during transit.
To make matters worse, I paid £25 for Express delivery, under the assumption that such a premium service would ensure both speed and a higher standard of care. Yet the state in which this item arrived showed a clear disregard for the protection and condition of a luxury product.
Frankly, this is not the level of service I expected from a company of your standing. I purchased this item for a very meaningful occasion and now find myself incredibly disappointed and disheartened - not only by the condition of the product but by the lack of care taken in its packaging and delivery.
GiftCustomer service team has been extremely blunt and dismissive. Not even offered to refund the delivery fee at a MINIMUM.
16 July 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Customer,
Thank you for contacting us and for your time for this review.
We truly regret for your disappointment and for the inconvenience you have faced with your purchase.
Our customers’ satisfaction is strongly important to us and we work daily to improve our website and to offer a positive experience to all our customers.
We assure you that it is very important for us to send items in perfect condition.
We would like to check the product and this issue directly and we do not wish you to keep an item which does not meet your expectations, for this reason we kindly invite you to proceed with the return.
Please be reminded not to remove the Security Tag and the labels for the return.
In case you should have any difficulty with the return procedure, please do not hesitate to contact us and we will be glad to assist you.
We also sent you an e-mail today regarding this matter.
Again please take our sincere apologies for the trouble.
We remain at your disposal should you need other information or assistance.
Best regards,
Customer Service Team
Placed an order on 10 July and paid…
Placed an order on 10 July and paid huge ampunt of express shipping fees in order to be shipped delivered immediately.If you make me pay 26 eur for shipping express i need my order to be shipped immediately even during sale or peak period!!!Now it has been over 6 days since i placed my order and still waiting to be shipped !!!!
Very poor service Luisa Via Roma....
10 July 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Customer,
Thank you for contacting us and for your time for this review.
We truly regret for your disappointment.
Our customers’ satisfaction is strongly important to us and we would like to assure you that we work daily to improve our website and offer a positive experience to all our customers.
We would like to inform you that all orders for available items are usually processed within 1-2 business days after the order completion.
During sales or special promotions, processing may take longer.
We assure you that we are doing our best to process all orders as fast as possible.
Once the order has been processed, it is then shipped with Express or Standard courier, as selected during the purchase.
Please take our sincere apologies for the delay and for the trouble.
We remain at your disposal should you need other information or assistance.
Best regards,
Customer Service Team
Avoid shopping from luisaviaroma
I placed my order (T0012704992) on Monday, July 7th, 2025. It’s now Friday, July 11th, and they still haven’t shipped it. On top of that, their customer support is terrible—you literally have to chase them for days just to get a response. Most luxury brands like Bottega and Saint Laurent no longer work with them because of how unprofessional they are. Refunds also take forever to process.
11 July 2025
Reply from Luisaviaroma.com
Dear Customer,
Thank you for contacting us and for your time with this review.
Our customers’ satisfaction is strongly important to us and we would like to assure you that we work daily to improve our website and offer a positive experience to all our customers.
We truly regret for your disappointment and for the delay in your shipment.
We would like to inform you that all orders for available items are usually processed within 1-2 business days after the order completion.
During sales or special promotions, processing may take longer.
We assure you that we always do our best to ship the orders and to elaborate the returns as fast as possible.
Your order has been shipped on July 11th, we have sent you the tracking number separately.
Please take our sincere apologies for the delay and for any inconveniences caused.
We remain at your disposal should you need other information or assistance.
Best regards,
Customer Service Team
Good experience
9 July 2025
Unprompted review
Great shopping!
1 July 2025
Unprompted review
I’ve been using this clothing app for a…
I’ve been using this clothing app for a few weeks now and I’m genuinely impressed. The interface is super user-friendly, making it easy to browse through collections and find exactly what I’m looking for. The selection is amazing – trendy, diverse, and constantly updated with new styles.
What I love most is how detailed the product descriptions and sizing guides are. I’ve ordered several items, and everything has fit perfectly and matched the photos exactly. Shipping was fast, and the packaging was neat and eco-friendly.
Customer service is also top-notch – I had a small issue with one order, and they resolved it quickly and professionally. Overall, this app has made online shopping a joy. Highly recommend it to anyone who loves fashion and convenience!
28 June 2025
Unprompted review
Great service!
This was my first time purchasing from Luisaviaroma! I ordered a 16Arlington evening gown in hopes of wearing it to my cousins wedding. The dress was beautiful but I ended up going with a different option and needed to return. They are very prompt at returning emails. I was given a label right away with option for DHL worldwide express straight from my front door. Upon return, after inspecting the item for any wear, they responded quickly and efficiently that I would be refunded in full. Tamara at Luisaviaroma was very kind and prompt in her emails and I look forward to purchasing from them again!
-Christina
San Diego, Ca
30 June 2025
Unprompted review
Perfect!!!
5 June 2025
Unprompted review
Quick shipping and excellent customer…
Quick shipping and excellent customer service
27 June 2025
Unprompted review
I ordered a pair of shoes and received…
I ordered a pair of shoes and received a wrong item. I tried to return and select the correct item however it’s out of stock already. They will refund for the item but not the shipping. I paid 10 euros for the shipping fee for nothing. Also, they have a Very terrible customer service. Never again!
26 June 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Customer,
Thank you for contacting us and for your time for this review.
We truly regret for your disappointment.
Our customers’ satisfaction is strongly important to us and we would like to assure you that we work daily to improve our website and offer a positive experience to all our customers.
It is our priority to send items in perfect condition, for this reason all the items are carefully checked before shipment.
From the pictures you have sent we could not see the different color you mentioned in your e-mail.
The color of the item you purchased is feather gray, as indicated in the order confirmation.
We kindly invite you to proceed with the return.
We will then check the item with our Quality control department and we will provide you with further details.
We remain at your disposal should you need other information or assistance.
Best regards,
Customer Service Team
A useless store with £22 delivery
They removed free shipping, although I had an annual free shipping reward for which I redeemed my lvr points. So they took away my reward which actually looks like scam. Now the delivery is £22 and this is the only option and I think after this experience with them I definitely will buy anywhere else but luisaviaroma
19 June 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Customer,
Thank you for contacting us and for your time for this review.
We truly regret for your disappointment.
Our customers’ satisfaction is strongly important to us and we would like to assure you that we work daily to improve our website and offer a positive experience to all our customers.
As mentioned on our website, LUISA VIA ROMA S.p.A. reserves the right to modify the Terms and Conditions of LVR Privilege at any time.
We confirm that the Free Shipping reward is no longer available.
We understand your point and please rest assured that it will be discussed with the relevant department.
We remain at your disposal should you need other information or assistance.
Best regards,
Customer Service Team
Terrible Return Policy
Terrible Return Policy – Stay Away
I’m really disappointed with this store. They refused to take back an unworn item that was in perfect condition. No proper reason, just a flat-out no. That’s unacceptable for an online shop. If you value your money and expect basic customer service, avoid this place.
14 April 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Customer,
Thank you for contacting us and for your time for this review.
We truly regret for your disappointment.
As indicated in our return policy, soles of footwear must be in perfect condition and must not be marked in any way.
Since soles could be delicate, we suggest our customers to try the shoes on an apposite surface.
All the items sold on our website are checked before shipment and are provided with a unique electronic barcode which is necessary to recognize each piece. In this way, each specific item is traceable step by step and all movements are registered in our systems, starting from the warehouse up to the final customer.
Further the verification performed on the barcode of the specific product from your order, we confirm that the item was shipped in perfect condition as we receive it from the supplier and it was never returned by any other customer.
Since the soles of the item you returned were marked, the item could not be sold any longer and we could not accept your return regretfully.
For this reason the item was shipped back to your address.
We hope that you will understand our procedures which we need to comply with in order to offer the best service to all our customers.
We remain at your disposal should you need other information or assistance.
Best regards,
Customer Service Team
Excellent service and products
16 June 2025
Unprompted review
Strongly recommended if you shop online!
You buy once, then it becomes a habit. Great online store! Fast delivery and free returns.
9 June 2025
Unprompted review
Lack of communication and express shipping delay
Ordered a pair of trainers on the 11th June and paid £22 for express delivery. The shoes are yet to be dispatched so I don’t know what I’ve paid £22 for? Emailed customer services which state 24/7 help but yet to have a response. Any update would be appreciated.
14 June 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Matthew,
We truly regret your disappointment.
We would like to inform you that all orders for available items are usually processed within 1-2 business days after the order is completed. As indicated online, during sales or special promotions, processing may take longer.
We are pleased to confirm that your order has been shipped in the meanwhile.
We apologise for the delay, and we remain at your disposal for any further assistance.
Best regards
Customer Service Team
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