Helpdesk & FAQs
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:
Instagram: @lussofootwear
Whatsapp: *Please note until further notice we are unable to respond to WhatsApp messages.*
Email: support@lussofootwear.com
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
Saturday: CLOSED
Sunday: CLOSED
Click and Collect opening 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
Saturday: Appointment only
Sunday: Appointment only
Orders & Payments
Which payment options are available?
LUSSO Footwear accepts Visa, Mastercard, Maestro as well as PayPal and Klarna.
Authenticity
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.
Delivery
How long will my order take to arrive?
Items that are physically in the warehouse are shipped same-day via DPD as stated by the yellow stock message and lightning bolt. Items that are not in stock and 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 and even longer during peak times of the year such as Black Friday and Christmas.
Will I Pay VAT/Duties?
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.
Returns
Do you accept returns?
We do accept returns.
view our full refund policy here.
How do I return an item?
If you wish to return your items please carefully repackage your order and include your original invoice so that we can identify your order when it arrives back at our warehouse.
Please send all returns to the following address:
LUSSO Footwear
Unit 2 Mandale Park
Cannon Street
Middlesbrough
TS1 5AJ
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.