HELP & CONTACTPlease select the subject below and click for more information.
Customer Services & Opening Hours
How can I contact LUSSO Footwear?
LUSSO Footwear can be contacted through a number of different channels. Please see below for how to reach us:
Whatsapp: *Please note until further notice we are unable to respond to WhatsApp messages.*
Live Chat: In the bottom right-hand corner
All of our contact methods are connected to our central support system to make sure we respond to all contact in the correct and timely order. For this reason, we cannot and do not take calls from Instagram DMs, Directly using the WhatsApp phone number or within WhatsApp itself. The method of contact is entirely text-based to help us get back to you as quickly as possible.
During peak times please allow longer for our team to respond.
Please be advised we currently do not have a direct line for customer service enquiries.
What are your operating hours?
Our customer service team are operational from the following hours:
Monday: 10:00AM - 17:00
Tuesday: 10:00AM - 17:00
Wednesday: 10:00AM - 17:00
Thursday: 10:00AM - 17:00
Friday: 10:00AM - 17:00
Orders & Payments
Which payment options are available?
LUSSO Footwear accepts Visa, Mastercard, Maestro as well as PayPal and Klarna.
Are LUSSO Footwear trainers authentic?
All of the trainers supplied by LUSSO Footwear are 100% authentic, genuine products. We do not condone nor do we encourage the manufacture, advertisement or distribution of counterfeit or any other associated namesake goods. We have a combination of inventory in stock that has been purchased from authorised retailers as well as a network of partners and sellers who have also acquired products through genuine means.
We have been buying and selling exclusive and designer footwear for over 4 years and inspect each item thoroughly as it arrives in our warehouse. In the exceptionally rare case that a product has made its way through the network and is proved to be non-genuine, then a full refund will be processed.
How long will my order take to arrive?
Items that are physically in the warehouse are shipped same-day via UPS. Items that are sourced through our partner network can take up to 7 days to arrive at our facilities, be authenticated and then be shipped out to you. Please allow 10 working days for your order to reach you.
Import duty and charges:
LUSSO Footwear is not responsible for any import/duty/VAT charges that may arise upon arrival. If you are unsure about charges, please seek information from your Government's website. We understand that the UK leaving the EU will have unforeseen consequences on the duty of imported goods.
Do you accept returns?
You are welcome to return your goods within 14 days of receiving them. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund. To be eligible for a return, your item must be unused and in the same condition that you received it. This includes any retail tags, tissue paper, accessories such as spare laces etc. It must also be in the original packaging. If there is a rare occurrence in which the products you receive have been proved to be non-genuine, then we will offer a full refund also.
Items that can't be returned:
Several types of goods are exempt from being returned:
- Any item not in its original condition is damaged or missing parts for reasons not due to our error including the removal of tags (this includes the original box, tissue paper, spare laces etc).
- Products that have been purchased on a 'Pre-Order' Basis.
- Any item that is returned more than 14 days after delivery
How do I return an item?
If you wish to return your items please carefully repackage your order and include your packing slip so that we can identify your order when it arrives back to our warehouse.
Please send all returns to the following address:
237 Acklam Road
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. You should consider using a recorded delivery service. We don’t guarantee that we will receive your returned item. Please double-check on the previous question that your order is eligible for return.
What to do if I have received the wrong item/size
If you receive the wrong product or the wrong size to what is stated on the order then we will arrange for the items to be collected and exchanged free of charge. Due to the nature of the exclusivity of the items we sell we can not guarantee that the original product will still be available however we do try our best to get the correct items sent out the first time.
How do Yeezys fit?
Yeezy 350's are narrow in the toe box. Please take a half size up at least to your normal shoes size.
What products can I consign?
LUSSO Footwear is a leading specialist in exclusive and luxury footwear. All items consigned to our marketplace must be brand NEW with the original packaging and must be 100% authentic. Click here to sell/consign.
How is the price set?
Our team of specialists decide the price according to the market rate, prices vary depending on the condition, rarity, and size availability.
What is our consignment fee?
Our consignment fee is 20% of the final selling price meaning consignors will receive 80% of the final amount.
What if I want a certain price for my item(s)?
We decide the price for your item(s) by researching the market thoroughly in order to get the best price and quick turnaround. We make sure the price given is fair for our customers, as well as our consignors.
How do I send my item(s)
All items must be sent using an insured and tracked service to our warehouse and must be sent with the consignment form which will be provided once a price is agreed upon.
How long will it take for my items to sell?
We price competitively and offer a range of payment options. This puts us in a strong position to sell as quickly as possible for the agreed price. Items must remain with us for a minimum of 30 days.
How do I get my money once my item(s) have been sold?
You receive a wire/bank transfer once your items sell. International consignors also receive bank transfers. Please allow up to 3 working days for your payout to reach you. We can also provide PayPal and Vibe Pay Payouts.