FREQUENTLY ASKED QUESTIONS
The most frequently asked questions on LMH boutique regarding products, general terms and conditions, online orders, shipments, returns and payments.
What is LMH Front Row?
It’s like a vip membership. Due to the uniqueness of our products, handcrafted individually in Italy using rare and precious fabrics, we can only produce a limited number of pieces which tend to go out of stock very quickly. Because we know it’s hard to wait for your perfect essential item, we reserve some of our garments for our front row guests. If you’re invited to our front row, you may find your essential piece ready to be yours right now.
How can i gain access to LMH front row?
How often do you restock items?
Due to the rarity of the fabrics we use to create our exclusive handcrafted items, only a limited number of pieces are made each season. So, if you have your eye on something, don’t wait. There’s a chance it won’t be back for some time. If the item you’re after is out of stock, you can pre-order it.
How do pre-orders work?
Our products are handmade individually by our craftspeople in Italy, so each item may need some time to become available. If the product you’re looking after is not available, you can pre order it and receive it within 28 days.
How can i get information on a product that’s no longer available?
Can i buy LMH essentials in retail shops?
Does LMH have any sales?
No. Due to the unique and limited nature of our products, handcrafted individually in Italy using rare and precious fabrics, LMH items are always in high demand and usually run out of stock quickly.
Do I need to be registered to buy on LMH boutique?
No, you don’t need to be registered to make purchases in the LMH boutique. However, customers who are registered enjoy special access and other surprise privileges from time to time. What’s more, it allows you to check and track your orders, review past purchases, save your address and card details so you can shop more easily next time.
I am unable to see the site contents correctly.
How do I subscribe to the newsletter?
You can subscribe to LMH trend updates by completing the short form at the bottom of every page of our website.
How do I unsubscribe from the newsletter?
Simply click on the ‘unsubscribe’ link found at the end of the trend updates you have received.
What information do you keep about me?
Do you share my information with third parties?
ORDER AND SHIPMENT
What countries do you ship to?
Our products are in demand worldwide, so we ship everywhere.
How much does shipping cost?
Nothing at all. Shipping and returns worldwide are all free of charge.
When will I receive my order?
You can expect delivery within 5 working days. Delivery times begin on the shipment date and vary depending on the available service in each country. You’ll receive an email with the tracking number when your order is shipped from our warehouse.
What about taxes applied to my order?
Taxes are included in the price throughout Europe. Orders outside of Europe may be subject to additional taxes according to the national legislation of the shipping destination country.
Do I have to pay import duties?
We ship from inside the European union, so customs and import duties depend on your country’s trading relationship with the eu. As customs can vary from country to country, we advise you check your own country’s import status if you’re unsure.
How can i track the status of my order?
To check its progress, just click the tracking button on the purchase confirmation email you received and you will be able to follow the status of the shipment.
Where can I find the size chart?
On our product page. Here, you’ll find a size guide to help you choose the best fit.
Can I add products to an existing order?
Unfortunately, it isn’t possible to add products to an existing order. Please place a separate order instead.
Is there a gift option?
LMH orders are always shipped in their exclusive branded gift packaging. During checkout, you can request our gift option which will include a personal message written on a card placed in the box. In this case the invoice won’t be placed in the box but just sent to you by email.
Are the products purchased online covered by a warranty?
If there are any issues with your LMH essential item, we will be happy to exchange it or help find you an alternative solution.
Is the online purchase of products via LMH'S website secure?
All online transactions are transmitted via stripe. Stripe has been audited by an independent pci qualified security assessor and is certified as a pci level 1 service provider. This is the most stringent level of certification available in the payments industry.
Is a signature required at delivery?
Upon delivery, the courier may require the your signature or that of a delegated person.
Is my shipment insured?
All products shipped by LMH are insured against theft and damage during transit from our warehouse to the delivery address. If your delivered parcel is delivered damaged in any way, we recommend that you accept the shipment as ‘goods unchecked’ before signing.
Where are products purchased from the online boutique shipped from?
Products purchased from our online boutique are shipped from Italy.
Can I return a product?
Can I exchange a product?
Due to the limited number of product we produce each season, we cannot guarantee to replace a product with a different size or color. You can always return your order within 30 days and place a new order. Returns and shipment will always be free of charge.
Can I return a product received as a gift?
I lost my pre-paid return label, how can I get a new one?
Can I return two different orders in the same box?
Unfortunately not. Each returned order needs to correspond to a specific return authorization request.
Can I return the item using a different courier to the one that delivered it?
Yes, you can use a different courier from the one indicated by the seller. In that case, the customer assumes responsibility for the shipping costs and any damage or loss of the products during the return shipment.
How can I track the status of my return?
Once the returned item has been delivered to our warehouse, you’ll receive an email from us asking you if the return has been accepted. If yes, you’ll receive a refund using the payment method you chose when purchasing from our website. For further information please check the returns section.
How long does it take to obtain a refund in the event of a return?
Once we receive your returned item in our warehouse, we’ll proceed to issue your refund within a few days. The time required for the refund will depend on the payment method used when ordering. Generally, takes less than 14 days from receipt of the returned item. Possible delays in the refund appearing in your account may depend on the payment method used.
Can i send the item to be returned from a different country than the one to which the order was shipped?
We can only accept returns from the country to which an order was originally shipped. For example, orders delivered to Italy must be returned from Italy. Otherwise, the return is unfortunately not free of charge (import and shipping fees will be charged at your own expense).
What are the accepted payment methods?
The payment methods for purchases in our online boutique are: credit cards (Visa, Mastercard, American Express) and Paypal. The billing address needs top match the address registered with the payment method you wish to use.
When will the payment be debited from my account?
The amount will be charged on the selected method of payment when you place the order. You’ll receive updates on the status of your order or pre-order by email.
Can i receive an invoice for my order?
A paper copy of your invoice will be included in the box together with your purchase, unless your purchase is a gift. If you need an electronic copy of the invoice, just contact our customer care team.
Why was my credit card or other means of payment rejected at the time of purchase?
If you receive a notification advising that the payment method has been declined, please check that:
the details of the card or payment information have been entered correctly, the security code is correct, the credit card has not expired. In the event that all of the above information is correct, please contact your bank or the payment service provider.
In which currencies can I pay?
All payments need to be made in euros.