Shipping policy

Shipping & Delivery Policy

Effective Date: [Insert Date]

At Lusso Romano, each bespoke and made-to-order pair is prepared with care and attention to detail. Because our products may require individual craftsmanship and customisation, processing and delivery times can vary depending on the order.

By placing an order with Lusso Romano, you agree to the shipping and delivery terms outlined below.

1. Order Processing & Production

Orders are processed after successful payment and confirmation of the customer's selected specifications.

For bespoke and made-to-order footwear, the production period begins after all required order details, measurements, and customisation specifications have been confirmed.

Production time and shipping time are separate.

The estimated delivery timeframe communicated at the time of purchase may include both production and transit time where applicable.

Production timelines are estimates and may vary depending on:

Customisation requirements.
Material availability.
Order volume.
Quality-control requirements.
Production complexity.
Public holidays.
Unexpected production circumstances.

Lusso Romano will make reasonable efforts to complete orders within the estimated timeframe.

2. Estimated Delivery Times

Once an order has completed production, it will be prepared for dispatch through our designated shipping partner.

Delivery times depend on the destination, shipping service, courier network, and other circumstances beyond our direct control.

Any delivery date or timeframe provided by Lusso Romano is an estimated timeframe and not a guaranteed delivery date, unless expressly confirmed in writing as guaranteed.

Delays may occur due to circumstances including:

Courier delays.
Weather conditions.
Public holidays.
Natural events.
Transportation disruptions.
Customs procedures.
Incorrect or incomplete delivery information.
Failed delivery attempts.
Events beyond our reasonable control.

A delivery delay does not automatically entitle the customer to cancel a bespoke or made-to-order order.

3. Shipping Address

Customers are responsible for providing a complete and accurate delivery address at the time of ordering.

Please carefully verify:

Full name.
House/building number.
Street/locality.
City.
State.
Postal/ZIP code.
Contact telephone number.

Lusso Romano is not responsible for delivery failures caused by incorrect, incomplete, or outdated information supplied by the customer.

If an order has not yet been dispatched, customers may contact us at support@lussoromano.com to request an address correction.

Once an order has been dispatched, address changes may not be possible.

4. Failed Delivery Attempts

Customers are responsible for being available to receive their shipment or making appropriate arrangements with the courier.

If delivery fails because of:

Customer unavailability.
Incorrect address.
Incorrect contact information.
Refusal to accept the shipment.
Failure to respond to the courier.
Failure to complete required delivery formalities.

additional delivery charges may apply for re-shipment.

For bespoke products, refusal or non-acceptance of a shipment does not automatically constitute cancellation or a refund request.

5. Tracking Information

Where tracking is available, tracking information will be provided once the shipment has been dispatched.

Tracking updates are provided by the relevant shipping carrier and may take some time to appear after dispatch.

Lusso Romano is not responsible for temporary delays or inaccuracies in third-party tracking information.

6. Shipping Delays

Although we work with reliable shipping partners, Lusso Romano does not control third-party courier networks.

We are therefore not responsible for delays caused by circumstances outside our reasonable control.

If a shipment is significantly delayed, customers may contact:

support@lussoromano.com

Our team will assist with the available tracking and courier information.

7. Lost or Damaged Shipments

If a shipment appears to be lost or significantly delayed, Lusso Romano may initiate an investigation with the relevant shipping carrier.

Customers may be required to provide information or documentation reasonably necessary to assist with the investigation.

Where a shipment is confirmed as lost while in transit, Lusso Romano will determine the appropriate resolution in accordance with the applicable shipping arrangements and consumer protection laws.

8. Damage at Delivery

Customers should inspect the package immediately upon delivery.

If the package appears visibly damaged, customers are strongly advised to:

Photograph the package before opening it.
Record a video while opening the package where reasonably possible.
Retain the original packaging.
Contact Lusso Romano as soon as possible.

Any damage claim should be reported within 7 days of delivery.

Failure to provide reasonable evidence may make it more difficult to assess a transit-damage claim.

9. Customs, Duties & International Shipping

For international orders, additional customs duties, import taxes, clearance charges, or other government fees may apply depending on the destination country.

Unless expressly stated otherwise at checkout, such charges are the responsibility of the customer.

Customs procedures may also cause delays that are outside Lusso Romano's control.

Customers are responsible for ensuring that the ordered products can legally be imported into their destination country.

Lusso Romano is not responsible for delays, seizure, rejection, or additional costs arising from destination-country customs or import regulations, except where required by applicable law.

10. Shipping Charges

Shipping charges, where applicable, will be displayed during the checkout process or communicated to the customer before order confirmation.

Shipping charges may vary according to:

Destination.
Package size and weight.
Shipping method.
International or domestic delivery.
Additional services requested by the customer.

Shipping charges are generally separate from product pricing unless the order specifically states that shipping is included.

11. Bespoke & Made-to-Order Orders

Because bespoke products are produced specifically for individual customers, shipping cannot generally be expedited once production has commenced unless Lusso Romano expressly confirms that an expedited option is available.

Requests for urgent delivery should be made before placing the order.

Lusso Romano will make reasonable efforts to accommodate urgent requests but cannot guarantee accelerated production or delivery unless expressly confirmed in writing.

12. Order Changes Before Dispatch

Customers wishing to change their delivery information or other order details should contact Lusso Romano as soon as possible.

Once production or dispatch has commenced, changes may no longer be possible.

Any additional costs resulting from an approved change may be payable by the customer.

13. Delivery Confirmation

A shipment may be considered delivered according to the delivery confirmation or tracking record provided by the relevant courier.

If a customer claims that an order marked as delivered has not been received, Lusso Romano may request reasonable information and may initiate an investigation with the courier.

Customers should promptly notify us of any such issue.

14. No Unauthorised Cancellation Due to Delay

An estimated delivery timeframe is not a guaranteed delivery date unless expressly stated otherwise.

A delay caused by a courier, customs authority, weather, public event, or other circumstance beyond Lusso Romano's reasonable control does not automatically constitute grounds for cancellation of a bespoke order.

Where a delay becomes substantial, Lusso Romano will work with the customer to determine an appropriate solution in accordance with applicable law.