Nice brands, eventhough they made the loyalty program almost useless..
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Review summary
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Reviews shaping this summary
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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Really good
January 11, 2026
Unprompted review
Favorite online store ever
Favorite online store ever! Good selections, fast delivery
January 9, 2026
Unprompted review
Delayed dispatch and slow shipping (not express)……
WILL NOT BE ORDERING FROM THEM AGAIN!
Exorbitant £22 ‘express delivery’ charge to the UK which isn’t an express service in my opinion, but also factoring in delayed dispatch (order placed 24/12), it’s taken 2 weeks to receive an order which in this day and age, is a JOKE (vs Home & Bargain who delivered a parcel in half the time for £3.95 and this order was placed the same day)!
This company used to provide a great service (and fast) but that’s clearly no more! Never again!
January 5, 2026
Unprompted review
Reply from Luisaviaroma.com
Dear J Gilli,
We sincerely regret your disappointment and apologise for any inconvenience caused.
We would like to inform you that orders for available items are generally processed within 1–2 business days once the order is completed. As indicated on our website, processing times may be longer during sales periods or special promotions. Please also note that, due to the Christmas holidays, orders placed on the evening of December 24th could only be processed starting from December 29th.
We are pleased to confirm that in the meanwhile your order has been shipped and successfully delivered with express service.
We apologise once again for the delay and remain at your disposal should you require any further assistance.
Best regards,
Customer Service Team
⭐⭐⭐⭐⭐
⭐⭐⭐⭐⭐
Excellent experience with Luisaviaroma. Fast delivery, great selection of luxury brands, competitive prices, and a smooth, problem-free refund process. Everything arrived perfectly and as described. Highly recommended.
January 1, 2026
Unprompted review
I’ve made a quite expensive order on…
I’ve made a quite expensive order on 20th of December. On 23rd of December I got an e-mail saying that there will be a slight delay in shipment without any details. I’ve asked about the shipment date, but received an evasive answer. Today, 29th of December, my order still hasn’t been shipped. I ordered a ski suit which I really need on my vacation. I’m pretty sure now that I will not receive it on time. This is my first experience with Luisa via Roma. Very disappointed
December 29, 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Кэтэлина,
We truly regret your disappointment.
Under normal circumstances, orders for available items are processed within 1–2 business days after order completion. As indicated on our website, during sales periods or special promotions, processing times may be longer than usual.
Unfortunately, your order was placed just before the holiday period, and the Christmas festivities significantly impacted our warehouse and shipping operations, resulting in longer processing times than usual.
Please rest assured that our team is doing everything possible to process and ship your order as quickly as possible.
We sincerely apologize for your first experience not reflecting the level of service we strive to provide and thank you for your patience and understanding during this busy period.
Should you require any further information or assistance, we remain at your complete disposal.
Best regards,
Customer Service Team
Never EVER order from this company…
Never EVER order from this company unless you are sure you will not return your item. I think it's basically impossible. They are so unhelpful and keep asking me to take photos of barcodes (which it did not come with) and designer tags. It's weird and I'm losing faith I will get my money back. Also I have dealt with numerous customer service agents and repeating my story....nightmare
December 19, 2025
Unprompted review
Reply from Luisaviaroma.com
Dear C Hart,
We regret any inconvenience you have faced.
We would like to confirm that LUISAVIAROMA.COM accepts all returns compliant with terms and conditions of the returns policy. Items must be unworn and undamaged, and all the original tags and labels must be attached to the items.
We remain at your disposal for any further clarification.
Best regards
Customer Service Team
Mixed Experience - Slow Shipping & Misleading Sales
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 HOKA shoes and decided to place an order.
Unfortunately, shipping was significantly delayed. The item was shipped five days after my order, without any prior notification. Only after I contacted customer support did I suddenly receive confirmation that the order had been shipped. While I understand that high order volume can cause delays, the lack of communication was disappointing.
Additionally, the sales promotions feel misleading, with large advertised discounts but very few items actually included. Overall, I’m not sure I would shop here again.
December 10, 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Georgia,
We sincerely regret your disappointment and apologize for any inconvenience caused.
Please note that orders for items in stock are generally processed within 1–2 business days after the order is completed. As specified on our website, during sales periods or special promotions, processing times may be slightly longer due to the high volume of requests.
We would also like to clarify that LUISAVIAROMA.COM may offer different promotions throughout the season. These promotions are valid for a limited time and may vary by country, designer, and item.
We truly apologize for the delay in the shipment of your order and appreciate your patience.
Should you require any further assistance or clarification, we remain at your complete disposal.
Kind regards,
Customer Service Team
Customer Service inexistent
Placed an order on Wednesday, six days later it has not been shipped yet. I keep receiving copy & paste answers from „customer service“ (not sure I am even talking to a human) and the telephone contact said their „hands are tied“ and they can’t help me. It’s impossible to cancel the order (despite it not being shipped) or change the address to the location I am moving too. Luisaviaroma keeps referring that the order ships within 1-2 business days, yet four business days later nothing has been dispatched and yet they asked 16€ for this type of „service“. Honestly, I will never buy with them again, despite being a loyal customer for almost 10 years.
December 22, 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.
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. In fact due to the high order volume the processing time currently might require longer than usual.
We assure you that we are doing our best to process all orders as fast as possible.
Your order has been shipped today. We have sent you the tracking number separately.
Please take our sincere apologies for the delay and for the trouble.
We thank you for your understanding and we remain at your disposal should you need other information or assistance.
Best regards,
Customer Service Team
Best shop app
December 16, 2025
Unprompted review
Great experience
October 11, 2025
Unprompted review
great selection and super easy to use…
great selection and super easy to use app!
November 29, 2025
Unprompted review
MaxMara selection has drastically…
MaxMara selection has drastically decreased this year..I wonder why, and will there be more assortment from MaxMara in future
November 25, 2025
Unprompted review
The only thing that is not pleasant is…
The only thing that is not pleasant is high postage fee. Otherwise 🔝
November 16, 2025
Unprompted review
Disappointed to say the least
Disappointed to say the least, purchased a beautiful moschino baby changing nappy bag. The bag was not even used for 6 months and started to fall apart. The zipper became weak and totally comes off. When I reached out to the company to express my dissatisfaction I was repeatedly told to clip it back in. I sent proof that the zipper where it connected was broken and how the bag was not up to standards for its purpose. After a long exchange of emails I was told to send it back to be checked. Like my proof wasn’t enough. I will advice not to spend 217 pound on the moschino baby change bag it’s not worth the money at all.
October 23, 2025
Unprompted review
Reply from Luisaviaroma.com
Dear Stacey,
We are sorry to hear about your disappointment, and we appreciate the opportunity to provide further clarification.
Please note that the return process for used items differs from the standard procedure. As previously confirmed via email, since we are not the manufacturer of the products sold on our website, any claims regarding potential production issues must be evaluated by the supplier.
In this case, the supplier needs to inspect the item directly to determine whether the issue is related to a manufacturing defect and to advise on possible next steps.
We therefore kindly invite you to return the item following the instructions provided, so that we can proceed with your claim and offer you the appropriate assistance.
We appreciate your cooperation, and we remain at your disposal for any further information.
Best regards,
Customer Service Team
Always happy with the fast delivery…
Always happy with the fast delivery time, best prices compared to similar online stores and lovely packaging.
November 4, 2025
Unprompted review
Love it!
Love it!! But Wish they would run promos.to purchase free shipping again
November 1, 2025
Unprompted review
Preferred platform for e-shopping
Easy to shop, great choice of brands and products, special discounts, wonderful customer service.
November 1, 2025
Unprompted review
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