How do I know my size?
To best gauge your appropriate size, please refer to the sizing chart for the particular item you’re interested in. This can be found directly on the respective product page.
What payment methods do you accept?
We accept all major credit cards (Visa, Amex, Mastercard, Discover) and PayPal.
Can I use a PO box for my delivery address?
No, we do not ship to PO boxes.
Can multiple orders be combined?
Due to high volume of orders we cannot combine orders. Please be sure to place all desired items in the cart before checking out.
I placed a successful order; why have I not received a confirmation email?
If you placed a successful order, you should receive a confirmation email with an order number. If you have not received an email after one hour, please contact us to confirm the status of the order.
I just placed an order; can I cancel it?
Unfortunately, we are unable to cancel any order once they are placed.
Can I edit or modify my order after it has been placed?
Unfortunately, after an order is placed we are unable to make any edits.
Which courier providers do you use?
All orders in the U.S. are shipped via UPS. International orders are shipped via UPS (duties & taxes collected at time of order) or USPS (duties & taxes not collected at time of order).
Do you ship internationally?
Yes, LUSSO CLOUD ships internationally.
How long will it take for my order to arrive?
Standard domestic shipments generally take 4-5 business days to arrive. International shipments typically take 5-7 business days to arrive. Please note, time may vary due to weather, customs, or any unforeseen variables.
Due to the COVID-19 Pandemic your shipment might take longer than usual to arrive. Thanks for your patience, we’re working hard to keep you comfy!
I am placing an international order. Does the shipping cost include customs, duties, and/or taxes?
Customs, duties and taxes are not included in the item price or shipping cost. We ship all international orders delivery duties unpaid (ddu), which means any fees are charged once the parcel reaches its destination and must be paid by the recipient. Unfortunately these fees are beyond our control, and we are unable to cover them for our customers. You may choose to have duties and taxes collected at the time of order depending on your shipping method.
I've used the incorrect shipping address; how do I change it?
Unfortunately, after an order is placed we are unable to make any edits to shipping addresses.
Returns & Exchanges
How do I exchange or return an item?
We are happy to exchange any product within 30 days of purchase. To exchange or return an item, please follow the instructions located on our Terms & Conditions page. Items purchased during seasonal sales cannot be returned or exchanged.
Will I have to pay for return shipping?
We provide free return shipping for all domestic orders. International customers are responsible for return shipping.
When will I receive my store credit?
Once returned items are received, store credit is issued within 3-5 business days.
Can I return or exchange an item I purchased at another retailer?
We cannot accept items purchased at other retailers, as these items are subject to the retailers’ own return and exchange policies. We recommend reaching out to your retailer directly to discuss returning or exchanging your item.
I have received a defective product. What should I do?
Please contact firstname.lastname@example.org as soon as possible so we can help resolve the issue.
Will sold out items be restocked?
Due to lengthy production timelines, stock replenishments on key styles and sizes will take place quarterly.
Please reach out to email@example.com and look for inventory-related posts on our social feeds.
Where else can I find your product?
At this time all LUSSO CLOUD products are sold exclusively on our website and at select retailers.
How do I care for the items that I purchased?
Brush off excess dirt with a towel or soft brush. Throw your shoes in the washing machine on wool/delicates cycle (cold water). We recommend using a linen bag. Use a gentle detergent and avoid bleach at all costs.
Do NOT machine wash shoes with a SUEDE upper or SHEARLING liner. Spot clean suede shoes with a suede brush, and spray with a leather/suede protector.
Do NOT tumble dry – air dry your freshly washed shoes but we advise to not leave in direct sunlight for an extended period. Now get back to enjoying comfort nirvana!