Honest answers to the questions we hear most often before a first purchase — shipping, returns, sizing, authenticity, and how to reach us. If something here does not cover your situation, write to us directly and we will reply personally.
Orders ship from our studio in Florence within two business days. Domestic US orders arrive in three to five business days via UPS or USPS; international orders arrive in seven to fourteen business days via DHL Express. US shipping is free on orders over $150; otherwise $12 flat. International shipping is calculated at checkout based on destination. A tracking link is emailed the moment your order leaves the studio and updates in real time until delivery.
If a piece does not feel right, you have thirty days from delivery to return or exchange it. Items must be unworn, unwashed, and in their original packaging with all tags attached. To begin, reply to your order confirmation email with your order number and the piece you would like to return; we will send a return label within one business day. Exchanges are processed at no additional shipping cost; refunds are issued to the original payment method within five business days of the return arriving at our studio. Return shipping is covered by the customer.
Apparel on LuxeOS is cut true to Italian sizing — most pieces run one size smaller than US standard. Every product page lists the maker-stated measurements and the fit notes from our team. Accessories follow the dimensions in the product description; scarves are sized in centimeters, leather goods in millimeters. If a piece arrives and the fit is not what you expected, write to us — we will exchange it for the correct size at no additional shipping cost. Browse the catalog to see sizing notes on each product.
Every piece on LuxeOS is sourced directly from the maker whose name appears on the studio page — we do not carry pieces we cannot trace back to a person, a place, and a season. We do not work with mills we cannot name. Cashmere is traced to the herd, linen to the field, leather to the tannery, silk to the loom. Where a maker issues a certificate of origin or material notes, those documents ship with the piece. If a piece you receive does not match what we describe on its product page, write to us and we will make it right.
The fastest way to reach us is by replying to your order confirmation email — that thread is routed directly to the founder and the studio team, and we reply personally within one business day, often sooner. To help us help you, please include your order number, the piece in question, and a brief description of what you would like to know or resolve. For live shipment updates, use the tracking link sent at the time of shipment, or sign in with your order ID at the link included in your confirmation.