Frequently Asked Questions
How do I choose the right size?
You can find our size and fit guide on the product page to help you find the correct size. If you need further support email firstname.lastname@example.org.
What's the difference between regular and slim fit shirts?
Slim fit shirts are darted at the back, bringing in the waist by 4-5 cm in diameter for a more fitted silhouette. If you prefer a more casual look, the Regular fit may be the right fit for you.
Is sizing consistent between styles?
Yes, once you have found the right size and fit, sizing will be similar between styles. Find here our size guide for more info.
What fabric are your products made of?
Cashmere: We only use 100% two ply pure cashmere from the exclusive Cariaggi Fine Yarns Collection. A guarantee for outstanding softness and durability. Read our guide on all you need to know about cashmere.
Brushed Cotton: Grandi & Rubinelli cotton is brushed on the face side, creating a soft, light and silky texture able to trap heat while remaining breathable, ideal for the cooler months.
Oxford Cotton: This medium weight 'doppio ritorto' cotton is treated with 'antistramante' to make it compact, durable, and more resistant to wrinkle.
Italian Cotton Pique: We select the finest quality to ensure resistance, softness and breathability.
Linen: We only use 100% pure linen from the best Italian mills, to ensure softness and durability. Read our guide about all you need to know about linen.
Leather: We use vegetable tanned full grain leather from Santa Croce, one of the finest in the world. It is durable, natural and it will age beautifully the more you use it.
Where are your products made?
For each design we partner with the finest craftsmen in Italy. They have unique skills developed over generations and genuinely love the products they create.
At Luca Faloni we only use the best artisans and family run laboratories in Italy, selecting them in the regions known for exceptional expertise in specific products. This allows us to access the best knowledge and craftsmanship available, relying on learnings and traditions passed through generations. These craftsmen are passionate about their skills and care about the quality of every single piece they create.
How can I wash Luca Faloni products?
For Cotton and Linen, we recommend a cool machine wash (no higher than 30°C).
All of our Cashmere products are hand wash or dry clean only. Wash in cold water with a neutral soap or baby shampoo. Rinse out without rubbing and lay it on a flat surface to dry at room temperature, avoiding sunlight. Iron at low temperature, using a pressing cloth. Do not bleach. If you prefer dry cleaning, please ask for delicate detergent.
You can also find care instructions for individual items on their product page.
Is cashmere pilling normal? How to remove it and take care of the garments?
Some pilling is normal with cashmere and to be expected due to the technical feature of the material (shorter fibres compared to wool), especially in the areas you have indicated and after a long season. The type of use can also have an impact and increase this effect: for instance if the jumpers are not given enough rest between uses, or are used a lot under a jacket, or in contact with nylon lining, etc.
With the correct care most of the piling will go away and only 'fluff' will remain on the jumper, which is what makes it very soft. To remove the pilling the item must be washed correctly, and then the balls can be removed by hand or with the help of a cashmere comb. Shaving machines are not the best option as they can damage the jumper or even make it worse in some cases. The creation of new pilling will also decrease a lot after a few washes.
How do I place an order?
Purchasing from LUCA FALONI is easy:
If you know what you are looking for, use the product category links in the SHOP drop down menu. You can also shop by browsing the JOURNAL section or LOOKBOOK.
Once you have found an item, select your size and use the 'ADD TO CART' button underneath. Review the items in your cart by selecting the Shopping Cart icon link at the top of the page. You can add more products or use the X on the right of the product to delete items from your cart. Click on ‘CHECK OUT NOW' to complete your purchase.
You can pay for your order using debit and credit cards, Apple Pay and Paypal.
Do I have to create an account to place an order?
An order can be placed without creating an account.
I am having trouble logging into my customer account. How do I reset my password?
Click on the login icon in the top right hand corner of your screen and then click on the ‘FORGOT YOUR PASSWORD’ link. Simply enter your email address and we’ll email you a link to reset your password.
I haven’t received my 10% welcome discount email. What should I do?
It takes a few minutes for your welcome email to be generated. If you do not receive it, please email email@example.com and we’ll provide you with a new discount code for your first purchase. The welcome code can be redeemed just once.
Can I buy your items in a store or on the high street?
As a direct-to-consumer brand, the only place where you can buy our products is our website. We skip intermediaries so we can give better value and service to our customers instead of paying high commissions to retailers. We offer a hassle free shopping experience, with free delivery, returns and size exchanges worldwide.
I am having trouble with the website, I can't place my order.
You can call our Customer Care team on +44 (0) 203 4684 710 and they will be happy to help you place an order by telephone or talk you through the purchase step by step.
Does Luca Faloni have seasonal sales?
As a brand, Luca Faloni does not have sales. We feel that the price point for our products is fair considering the materials quality and level of craftsmanship it takes to produce each item.
By registering to our newsletter, you’ll be notified of any promotion or offer.
What if an item I want is out of stock?
If the item you want to purchase is coming back in stock, you’ll have the option to pre-order it. Pre-order time is normally 2-3 weeks. Once the items are back in stock - we’ll ship them.
Can I change or cancel an order once it has been placed?
If you need to make any changes to your order, please let us know as soon as possible and we’ll do our best to accommodate your request. Please note, once your order has been despatched we are unable to make any changes or cancel your order.
What is a pre-order?
If a product goes out of stock and there are more in production - we offer the option to pre-order the product. It generally takes 2-3 weeks for products to get back in stock.
I am missing an item from my order. What do I do?
Please email firstname.lastname@example.org and we will look into this for you.
Do you offer a gift wrapping service?
Yes - after having placed an order send us an email at email@example.com stating your order number with any special instructions and we’ll take care of it.
Do you offer a gift message service?
Yes, simply email us at firstname.lastname@example.org your gift message stating your order number and we’ll add a personalised handwritten note with your message to your order.
I have not received my order confirmation email. Has my order gone through?
If you haven’t received your order confirmation email, your order may not have gone through successfully. Please email us at email@example.com and we will look into this for you.
Has my order been dispatched?
As soon as your order has been dispatched, you’ll receive a shipping confirmation email with a tracking link to track your order.
How do I apply promotional codes/gift vouchers?
When you reach the checkout page, enter your code into the ‘DISCOUNT’ box on the right hand side and click ‘APPLY’. The discounted amount will be automatically deducted from your order.
Do I have to pay duty and import charges?
All orders outside of the EU, are shipped on as DDU (Delivery Duty Unpaid). This means that you may be liable for duty charges from your local customs authority.
Whilst we are unable to control these charges - as they differ from country to country - we are however, happy to offer a partial refund when customers pay duties; email us at firstname.lastname@example.org with a proof of payment and we’ll evaluate a partial refund.
For future orders we can provide discount codes that take into account additional charges you may need to pay. Just let us know in advance and we can assist you.
Please note for the US, all orders up to the value of $800 USD will not incur additional customs charges or duties.
Please note for the Australia, all orders up to the value of $1000 AUD will not incur additional customs charges or duties.
Which payment method do you accept?
We accept: Visa, Visa Debit, Mastercard, Maestro, American Express, Apple Pay and PayPal.
Which currencies can I pay in?
All transactions are currently charged in British Pounds sterling (£)
Do you charge VAT on orders outside of the EU?
Our policy is to keep the same total selling price worldwide.
In the EU it includes VAT while in the rest of the world there is no VAT, but there is a higher pre-VAT unit price to cover for additional costs. In fact we incur into much higher costs with orders outside of the EU. This is due to higher shipping rates, additional admin expenses and more expensive returns/exchanges, which we subsidise.
Do you offer free returns and exchanges?
Yes, we offer free returns and exchanges worldwide. Returns and exchanges are processed as soon as we receive the products back.
What is your returns policy?
You can return your items for a full refund or exchange within 60 days. All returns need to be received in the original packaging and in an unused and resalable condition.
How do I return my order?
Email email@example.com stating your order number and which items you’d like to exchange or return. We’ll send you a free DHL returns label together with the instructions to arrange the collection.
I’ve received the wrong item, what do I need to do?
Whilst extremely rare, mistakes can happen from time to time. Please email us at firstname.lastname@example.org and we will resolve any mix ups for you straight away.
My item is faulty, how do I replace it?
Please email us at email@example.com, attaching a few pictures clearly showing the fault. Our product team will evaluate the case and potentially offer a replacement.
Do you offer free delivery?
Shipping is always free in the UK, US, Germany and Italy, and it is free worldwide on orders above £150.
What shipping options do you offer?
- Same day delivery in London
- Next working day delivery in the UK
- 1-2 working days for Europe
- 1-2 working days for US
- 2-3 working days for Rest of the World
*Orders placed before 3pm (Mon-Fri) will be dispatched the same day.
Where's my order/ can I track delivery progress?
You can track the progress of your order by clicking on the ‘TRACK YOUR PACKAGE’ link in your shipping confirmation email.
Do you have same day delivery in London?
Yes, we offer same day delivery in Central London for all orders placed before 2pm (Mon-Fri).
Do you offer express or next day delivery in the UK?
Yes, we offer express next day delivery via DHL for all orders placed before 3pm (Mon-Fri).
Do you deliver to PO box addresses?
For new customers, we request that your first order is delivered to a verifiable home or work address for security reasons. Once you have shopped with us a few times we are happy to be more flexible with unregistered delivery addresses.
Where is my order dispatched from?
All order are processed and dispatched from London, UK
My tracking number doesn’t work
If you are having problems tracking your order, please contact us at firstname.lastname@example.org.
Which countries do you ship to?
We do not restrict delivery to certain countries, unless they are not serviced by our carrier partner DHL. Please note that you may be liable for additional taxes and duties, depending on the final destination.