Refund policy

Returns, Replacements & Refund Policy

At Lusso Romano, every pair of bespoke leather shoes is individually crafted after an order is confirmed. Unlike standard, ready-made footwear, bespoke and made-to-order products involve dedicated materials, craftsmanship, labour, and production specifically allocated to the individual order.

For this reason, returns, replacements, and refunds are subject to the terms below.

This policy applies to purchases made through Lusso Romano's website, customer support channels, or other authorised sales channels.

1. 7-Day Reporting Period

Customers must inspect their order promptly upon delivery.

Any claim relating to a suspected manufacturing defect, transit damage, incorrect product, or discrepancy from the confirmed order specifications must be reported to Lusso Romano within 7 calendar days of delivery.

Requests received after this period may not be eligible for return, replacement, or refund, except where otherwise required by applicable law.

The 7-day period is a reporting period and does not mean that every product may be returned simply because the customer has changed their mind.

2. Bespoke & Made-to-Order Products

Lusso Romano products may be made specifically according to the customer's selected:

Size
Measurements
Leather
Colour
Design
Sole
Style
Finish
Engraving
Personalisation
Accessories
Other custom specifications

Once production has commenced, cancellation due to change of mind, preference, or personal circumstances is generally not permitted.

Where a product has been made specifically according to the customer's confirmed specifications, Lusso Romano is not obligated to accept a return merely because the customer subsequently prefers a different design, colour, size, leather, or style.

3. Returns Are Not Accepted for Change of Mind

A return will generally not be accepted for reasons such as:

Change of mind.
Change in personal preference.
Ordering the wrong size.
Selecting the wrong colour or leather.
Deciding that a different design would be preferable.
No longer wanting the product.
The product looking different from what the customer personally expected.
Personal circumstances changing after the order was placed.
Purchasing the product as a gift and subsequently not requiring it.

Customers are therefore encouraged to review all order details carefully before confirming their purchase.

4. Size, Fit & Comfort

Bespoke leather footwear is designed according to the measurements and specifications provided or confirmed by the customer.

A shoe may initially feel firm or require a reasonable break-in period as genuine leather gradually adapts to the foot.

The following do not automatically constitute a manufacturing defect:

Initial stiffness.
Normal break-in discomfort.
Minor fit differences.
Natural leather stretching.
Normal creasing during use.
Personal preference regarding fit.
A preference for a looser or tighter fit.
Differences arising from the customer's foot shape or individual anatomy.

If the customer provides incorrect measurements, selects an incorrect size, or confirms incorrect sizing information, Lusso Romano may offer an alteration, remake, or other solution at the customer's expense, where technically possible.

5. Measurement & Customer Information

Where Lusso Romano requests measurements, photographs, sizing information, or other details before production, the customer is responsible for providing information that is accurate and complete.

Lusso Romano will not be responsible for inaccuracies resulting from:

Incorrect measurements supplied by the customer.
Incorrect size selection.
Incomplete information.
Incorrect instructions.
Failure to follow our measurement guidance.
Changes requested by the customer after confirmation.

Where our team assists with sizing, the customer remains responsible for confirming the final order specifications before production.

6. Customisation & Personalisation

Customised and personalised products are produced according to the customer's confirmed specifications.

Because such products may not be suitable for resale to another customer, they are generally not eligible for return or refund due to preference or change of mind.

This includes personalised:

Engravings.
Initials.
Monograms.
Special colours.
Custom designs.
Custom soles.
Special finishes.
Other personalised elements.

If Lusso Romano makes a confirmed customization incorrectly, the issue will be reviewed and an appropriate remedy may be offered.

7. Genuine Leather & Handmade Characteristics

Lusso Romano uses genuine leather and traditional craftsmanship.

Leather is a natural material and may naturally contain variations in:

Grain.
Texture.
Colour.
Tone.
Pores.
Minor scars or markings.
Creasing.
Surface character.

These variations are natural characteristics of genuine leather and are not, by themselves, considered defects.

Similarly, minor variations resulting from handmade production are not necessarily manufacturing defects.

Customers purchasing genuine leather footwear acknowledge that the finished product may not have the perfectly uniform appearance of synthetic or mass-produced materials.

8. Eligible Manufacturing Defects

A replacement or other remedy may be considered where Lusso Romano verifies a genuine manufacturing or workmanship defect.

Examples may include:

Significant structural failure attributable to manufacturing.
Major stitching failure attributable to workmanship.
Incorrect construction.
A materially incorrect product supplied by Lusso Romano.
A confirmed manufacturing error that materially affects the product's intended use.

The determination of whether an issue constitutes a manufacturing defect rests with Lusso Romano following reasonable inspection and assessment, subject to applicable consumer protection laws.

9. Damage During Transit

Customers should inspect the package immediately upon delivery.

If the package appears visibly damaged, customers should photograph or record the package before opening it, where reasonably possible.

Any suspected transit damage must be reported within the 7-day reporting period with appropriate photographic or video evidence.

Claims may be subject to verification with the shipping provider.

10. Product Condition for Approved Returns

Where Lusso Romano approves a return, the product must generally be returned:

Unworn outdoors.
In its original condition.
In the original packaging.
With included accessories.
Without alterations.
Without third-party repairs.
Without stretching or modification.
Free from dirt, stains, scratches, water damage, or other customer-caused damage.

Customers should not wear the shoes outdoors until they are completely satisfied with the product and have inspected it for any apparent issue.

Once footwear has been worn outdoors, Lusso Romano may be unable to accept it as a standard return.

11. Return & Replacement Assessment

Submitting a return request does not automatically constitute approval.

After receiving a request, Lusso Romano may request photographs, videos, measurements, order information, or other reasonable evidence.

If a physical inspection is required, the product must be returned using the instructions provided by Lusso Romano.

Once received, the product may be inspected for:

Manufacturing defects.
Wear and usage.
Damage.
Alterations.
Incorrect sizing information.
Customer-caused issues.
Compliance with the original order.

If the reported issue cannot be verified or the product does not satisfy the applicable return conditions, the request may be declined.

12. Replacement, Repair or Remake

Where a verified issue is attributable to Lusso Romano, the company may, depending on the circumstances, provide one of the following remedies:

Repair.
Alteration.
Remake.
Replacement.
Refund, where applicable.

Lusso Romano will determine the most appropriate remedy based on the nature and severity of the issue, subject to applicable law.

A replacement is not automatically guaranteed simply because a customer reports an issue.

13. Refunds

Refunds are not automatically available for every return request.

Where a refund is legally required or otherwise approved by Lusso Romano, it will generally be processed after the applicable product has been received and inspected.

Where repair, alteration, remake, or replacement reasonably resolves a verified issue, Lusso Romano may provide that remedy instead, where permitted by applicable law.

Any deductions permitted under applicable law or agreed terms may apply.

14. Unauthorised Returns

Customers must not send products back without receiving return instructions from Lusso Romano.

Unauthorised returns may be refused, returned to the customer at their expense, or held pending further instructions.

The cost and risk associated with an unauthorised shipment may remain the customer's responsibility.

15. Items Damaged After Delivery

Lusso Romano is not responsible for damage resulting from:

Improper use.
Neglect.
Accidental damage.
Water or liquid exposure.
Improper storage.
Excessive wear.
Incorrect cleaning products.
Incorrect polishing products.
Third-party repairs.
Alterations or modifications.
Failure to follow applicable care instructions.

Such damage does not ordinarily qualify as a manufacturing defect.

16. Customer Responsibility

Customers are expected to:

Review their order details before confirming production.
Provide accurate measurements and information.
Check the product promptly after delivery.
Follow Lusso Romano's care instructions.
Avoid outdoor use until the product has been inspected.
Contact customer support promptly if an issue is discovered.

Failure to follow these requirements may affect eligibility for a return, replacement, or other remedy.

17. How to Submit a Request

All return, replacement, or product-issue requests must be submitted to:

Lusso Romano Customer Support
Email: support@lussoromano.com

The request should include:

Full name.
Order number.
Date of delivery.
Reason for the request.
Clear photographs of the product.
Video evidence, where relevant.
Photographs of packaging and shipping labels, where relevant.

Our support team will review the information and provide further instructions.

18. Important Notice

Please do not send a product back before receiving written confirmation from Lusso Romano.

Lusso Romano reserves the right to inspect products and verify reported issues before approving a return, replacement, repair, remake, or refund.

Nothing in this policy is intended to exclude, restrict, or override any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

By placing an order for a bespoke or made-to-order product, the customer acknowledges that the product is prepared specifically according to the confirmed order specifications and agrees to the terms of this policy.