FAQ

ACCOUNT

TO CREATE AN ACCOUNT, SIMPLY CLICK HERE

SETTING UP AN ACCOUNT IS NOT MANDATORY, BUT BY DOING SO, YOU WILL BE ABLE TO ENJOY THE FOLLOWING BENEFITS:

  • REVIEW YOUR PREVIOUS ORDERS
  • CHANGE YOUR PASSWORD
  • ACCESS YOUR WISHLIST
  • SAVE YOUR DELIVERY ADDRESSES TO MAKE THE PURCHASING PROCESS FASTER;
  • MANAGE AND MODIFY YOUR ACCOUNT DETAILS

YOU MUST BE REGISTERED WITH AN ACCOUNT TO CREATE A WISHLIST. YOU CAN ADD A PRODUCT TO YOUR WISHLIST

WHEN YOU ARE ON THE PRODUCT PAGE, CLICK ON THE HEART SHAPED ICON AND THE PRODUCT WILL AUTOMATICALLY BE ADDED TO YOUR WISHLIST, WHICH YOU CAN CONSULT AT ANY TIME IN THE WISHLIST SECTION OF YOUR ACCOUNT.

IN THE WISHLIST YOU CAN SAVE YOUR FAVOURITE PRODUCTS, TO BE ABLE TO BUY THEM MORE EASILY AT A LATER TIME, WITHOUT HAVING TO SEARCH FOR THEM AGAIN. THE PRODUCTS ADDED TO THE WISHLIST ARE NOT RESERVED, SO WE SUGGEST YOU CHECK OFTEN AND FINALISE YOUR ORDER AS SOON AS POSSIBLE, TO AVOID RUNNING OUT OF AVAILABILITY.

SUBSCRIBE

OUR NEWSLETTER KEEPS YOU IN TOUCH WITH THE WORLD OF LANA VOLKOV AND YOU WILL BE AMONGST THE FIRST TO RECEIVE THE LATEST ONLINE NEWS, PREVIEWS ON OUR NEW COLLECTIONS AND GET EXCLUSIVE INSIDER INFORMATION ON PRODUCT LAUNCHES AND EVENTS. YOU MAY UNSUBSCRIBE AT ANY MOMENT THROUGH THE UNSUBSCRIBE LINK FOUND AT THE BOTTOM OF EVERY NEWSLETTER.

SIZE AND FIT

LANA VOLKOV SHOES ARE MEASURED WITH STANDARD ITALIAN SIZING. TO HELP YOU FIND THE RIGHT SIZE, TAKE A LOOK AT OUR SIZE GUIDE ON THE PRODUCT DESCRIPTION PAGE OR CLICK THE SIZE GUIDE BELOW.

THE SIZE GUIDE PROVIDES INFORMATION ON GLOBAL SIZING AND THEIR CONVERSIONS. IF YOU HAVE ANY QUESTIONS OR CONCERNS, PLEASE CONTACT US VIA EMAIL THROUGH OUR CONTACT US SECTION.

PURCHASING ONLINE

WE ARE COMMITTED TO PROVIDING YOU WITH THE BEST POSSIBLE SERVICE EVERY TIME YOU SHOP WITH LANA VOLKOV. TO PURCHASE A PRODUCT, YOU WILL HAVE TO SELECT IT FROM THE SHOP, CHOOSE THE COLOUR AND SIZE YOU WANT, AND ADD IT TO YOUR SHOPPING BAG. YOU CAN CONTINUE TO BROWSE THE SITE TO PURCHASE OTHER PRODUCTS OR PROCEED DIRECTLY WITH THE PAYMENT.  BEFORE YOU START SHOPPING, WE RECOMMEND THAT YOU READ OUR TERMS AND CONDITIONS.

TO COMPLETE AN ORDER, YOU WILL HAVE TO CAREFULLY FOLLOW ALL THE STEPS OF THE PURCHASE PROCEDURE ONCE THE PRODUCTS IN THE SIZE AND COLOR YOU WANT HAVE BEEN SELECTED AND ADDED TO THE SHOPPING BAG. IT IS NOT MANDATORY TO REGISTER AN ACCOUNT TO PLACE AN ORDER, BUT AN ACCOUNT ALLOWS YOU TO HAVE MANY ADVANTAGES. YOU WILL THEN HAVE TO CHOOSE THE PAYMENT METHOD YOU PREFER AND PROCEED. ONCE THE PURCHASE PROCESS IS COMPLETE, YOU WILL RECEIVE A CONFIRMATION EMAIL WITH THE SUMMARY OF YOUR ORDER.

A PRODUCT AVAILABLE FOR PRE-ORDER IS DISPLAYED ON THE RELEVANT PAGE OF THE SITE WITH THE BUTTON BEARING THE WORD “BACK-ORDER”. A PRE-ORDER IS THE RESERVATION OF A PRODUCT NOT YET AVAILABLE BUT SOON TO BE RELEASED ON THE SITE. YOU CAN PLACE YOUR PRE-ORDER ONCE THE PAYMENT PROCESS IS COMPLETED. YOU WILL RECEIVE AN ORDER CONFIRMATION BY EMAIL AND A SECOND EMAIL ONCE THE PRODUCT DROPS AND IS READY FOR SHIPMENT. PLEASE NOTE THAT CANCELLATIONS ARE PERMITTED WITHIN 10 DAYS FROM THE CONFIRMATION MESSAGE OF YOUR PRE-ORDER. FOR EACH PRE-ORDER PRODUCT, THE ESTIMATED SHIPPING DATE WILL BE INDICATED IN THE RELATIVE PRODUCT SHEET. A MIXED ORDER THAT INCLUDES AVAILABLE PRODUCTS AND PRE-ORDER ITEMS WILL RESULT IN SHIPMENTS AT DIFFERENT TIMES.

ALL ITEMS ARE IN STOCK UNLESS “SOLD OUT” IS DISPLAYED. WE REMIND YOU THAT EVEN IF AN ITEM IS IN YOUR SHOPPING BAG ANOTHER CUSTOMER CAN BUY IT UNTIL YOU HAVEN’T COMPLETED YOUR ORDER.

UNFORTUNATELY, IT IS POSSIBLE TO ORDER ONLY THE PRODUCTS AVAILABLE, I.E. ALL THOSE VISIBLE ON WWW.LANAVOLKOV.COM. HOWEVER, SOME PRODUCTS ARE FREQUENTLY RESTOCKED, SO WE INVITE YOU TO VISIT OUR SITE OFTEN. IF THE PRODUCT YOU WANT TO BUY IS OUT OF STOCK, ADD IT TO YOUR WISH LIST SO YOU MAY SAVE AND VIEW IT AT ANY TIME. YOU WILL BE NOTIFIED ONCE IT IS BACK IN STOCK.

DUE TO INTERNATIONAL TRADING AGREEMENTS AND REGULATIONS, WE ARE OBLIGED TO ADHERE TO PARTICULAR SHIPPING RESTRICTIONS. AS A RESULT, WE ARE UNABLE TO DISPATCH ITEMS MADE OF EXOTIC SKINS OUTSIDE OF THE EU. IF YOU PURCHASE A PRODUCT THAT WE ARE NOT PERMITTED TO SHIP TO YOUR COUNTRY, WE WILL CANCEL YOUR ORDER AND YOU WILL BE REFUNDED.

ALL TRANSACTIONS ARE PROCESSED IN EUROS (EU).

IF YOUR CARDS DEFAULT CURRENCY IS NOT IN EUROS, THE FINAL PRICE WILL BE CALCULATED BASED ON THE EXCHANGE RATE APPLICABLE ON THE DATE THAT THE CREDIT CARD COMPANY PROCESSED THE TRANSACTION.

LANA VOLKOV ACCEPTS THE FOLLOWING FORMS OF PAYMENT FOR ONLINE PURCHASES

  • VISA
  • MASTERCARD
  • AMERICAN EXPRESS
  • PAYPAL 

AT THIS TIME, WE ONLY ACCEPT ONE (1) FORM OF PAYMENT PER ORDER.

PLEASE NOTE THAT YOUR BILLING ADDRESS MUST MATCH THE ADDRESS ON YOUR CREDIT/DEBIT CARD STATEMENT.

PAYPAL IS ANOTHER ABSOLUTELY SECURE ONLINE PAYMENT METHOD THAT WILL ALLOW YOU TO PAY FOR YOUR ORDER BY LOGGING DIRECTLY INTO YOUR PAYPAL ACCOUNT. THE DATA RELATING TO YOUR ACCOUNT, AND POSSIBLY YOUR CREDIT CARD, WILL BE MANAGED DIRECTLY BY PAYPAL, WHICH WILL SIMPLY PROVIDE US WITH A COMMUNICATION VIA EMAIL AFTER THE PAYMENT HAS BEEN MADE.

IF YOU HAVE RECEIVED AN EMAIL FROM US INFORMING YOU THAT YOUR ORDER HAS BEEN CANCELLED OR HAS NOT BEEN ACCEPTED, PLEASE MAKE A NEW ORDER ONLINE, OTHERWISE PLEASE CONTACT US VIA EMAIL THROUGH OUR CONTACT US PAGE.

AFTER WE HAVE VERIFIED YOUR PAYMENT DETAILS, RECEIVED AUTHORIZATION, THE PURCHASE WILL BE CHARGED TO YOUR CREDIT CARD. YOU WILL THEN RECEIVE THE CONFIRMATION OF YOUR COMPLETED TRANSACTION VIA EMAIL. IF THE PRODUCT YOU HAVE PURCHASED IS NOT AVAILABLE, A TOTAL REFUND WILL BE ISSUED. THE CHARGE WILL BE IN THE SAME CURRENCY AS THE PRICE LISTED ON THE WEBSITE.THE PAYMENT WILL SHOW ON YOUR ACCOUNT STATEMENT UNDER L.L.G.V. S.R.L.S. UNIPERSONALE.

ALL PRICES INCLUDE TAX. AT THIS TIME, WE ARE UNABLE TO PROVIDE A TAX-BACK SERVICE FOR ANY OF OUR ONLINE CUSTOMERS.

THE PRICES OF PRODUCTS ARE EXPRESSED IN EUROS, INCLUSIVE OF TAXES AND EXCLUDING CUSTOMS DUTIES. FOR ORDERS OUTSIDE OF THE EUROPE YOU MAY HAVE TO PAY IMPORT DUTIES UPON RECEIPT OF YOUR ORDER OR AT A LATER DATE DEPENDING ON YOUR CUSTOMS AUTHORITY. UNFORTUNATELY, WE CANNOT ESTIMATE HOW MUCH DUTIES YOU WILL PAY BUT YOUR LOCAL CUSTOMS SHOULD BE ABLE TO ESTIMATE THE PRICE. LANA VOLKOV CANNOT BE HELD RESPONSIBLE FOR ANY ACTION AND/OR COSTS AND/OR TAXES AND/OR DELAYS DUE TO CUSTOMS OVER WHICH IT HAS NO CONTROL.

DELIVERY

ALL OUR PRODUCTS ARE SHIPPED FROM OUR HEAD OFFICE IN ITALY.

WE OFFER COMPLIMENTARY EXPRESS SHIPPING TO OVER 70 LOCATIONS. PLEASE NOTE THAT SHIPPING SERVICES MAY VARY ACCORDING TO YOUR SHIPPING DESTINATION.

ORDERS WILL BE PROCESSED WITHIN 48 HOURS FROM THE DATE OF THEIR RECEIPT (EXCLUDING WEEKENDS AND ITALIAN PUBLIC HOLIDAYS).

COVID 19 UPDATE: DUE TO THE CORONAVIRUS, SOME COUNTRIES OR REGIONS MAY IMPOSE IMPORT RESTRICTIONS MEANING WE HAVE TO TEMPORARILY HALT SHIPMENTS TO THESE PLACES.

DELIVERY TIMES VARY BETWEEN COUNTRIES HOWEVER YOUR PURCHASE WILL NORMALLY BE RECEIVED WITHIN 4 TO 7 BUSINESS DAYS. WE KINDLY NOTE THAT DELIVERY TO RURAL AREAS MAY TAKE SLIGHTLY LONGER. 

ONCE YOUR ORDER HAS BEEN DISPATCHED, YOU WILL RECEIVE AN EMAIL CONTAINING YOUR TRACKING NUMBER TO TRACK YOUR PACKAGE.

IT IS NOT POSSIBLE TO CHANGE AN ORDER ADDRESS AFTER THE ORDER WAS SHIPPED. PLEASE PROVIDE AN ADDRESS WHERE YOU ARE AVAILABLE AT THE MOMENT OF DELIVERY. IF YOU HAVE MADE AN ERROR ON YOUR SHIPPING ADDRESS, PLEASE CONTACT INFO@LANAVOLKOV.COM.

WE DO NOT SHIP TO PO BOXES. PLEASE BE ADVISED IF YOU ENTER A PO BOX IN YOUR SHIPPING ADDRESS YOUR ORDER WILL BE CANCELLED.

RETURNS AND REIMBURSEMENTS

PLEASE BE MINDFUL THAT WE CAN ONLY ORGANISE RETURNS IF YOU EXERCISE THE RIGHT OF WITHDRAWAL WITHIN SEVEN (7) CALENDAR DAYS AND THE PRODUCT IS RETURNED WITHIN 14 DAYS OF THE ORIGINAL DELIVERY. ONCE THE 14 DAY PERIOD HAS ELAPSED, IT WILL NOT BE POSSIBLE TO ORGANISE A RETURN FOR THE ORDER. KINDLY NOTE THAT WE ONLY ACCEPT RETURNS IF THE GOODS ARE IN ORIGINAL CONDITION. FOR FURTHER INFORMATION PLEASE SEE THE SHIPPING AND RETURNS POLICY.

PRODUCTS WHICH ARE MADE TO YOUR SPECIFICATIONS OR CLEARLY PERSONALISED CAN NOT BE RETURNED.

ALL RETURNS ARE SUBJECT TO ASSESSMENT ACCORDING TO OUR SHIPPING AND RETURNS POLICY. ONCE YOUR RETURN IS ACCEPTED BY OUR TEAM YOU WILL RECEIVE A CONFIRMATION EMAIL. REFUNDS FOR THE ITEM VALUE ARE MADE TO THE ORIGINAL METHOD OF PAYMENT WITHIN 14 DAYS OF RECEIPT OF YOUR RETURN. DEPENDING ON YOUR BANK’S BILLING CYCLE, IT MAY TAKE UP TO 10 BUSINESS DAYS FOR THE TRANSACTION TO APPEAR IN YOUR ACCOUNT. YOU CAN ALWAYS CONTACT YOUR BANK TO CHECK THE STATUS OF YOUR REFUND.

ONCE YOUR RETURN IS ACCEPTED BY OUR TEAM YOU WILL RECEIVE A REFUND OF THE ITEM VALUE TO YOUR ORIGINAL METHOD OF PAYMENT. PLEASE NOTE THAT THE RETURN IS AT THE CUSTOMER’S EXPENSE, AND AFTER EVALUATING THE CORRECT STATUS OF THE RETURNED ITEM, THE REFUND WILL BE ISSUED BY RETAINING THE COSTS OF THE INITIAL SHIPMENT AND ANY DUTIES.

IF YOU BELIEVE YOU HAVE RECEIVED A FAULTY PRODUCT, PLEASE CONTACT US DIRECTLY WITH YOUR ORDER NUMBER AND PHOTOGRAPHS OF THE PRODUCT. FOLLOWING OUR ASSESSMENT, WE WILL ADVISE ON HOW TO PROCEED. PLEASE DO NOT SEND ANYTHING BACK TO US PRIOR TO OUR CONFIRMATION.

UNFORTUNATELY, WE CANNOT ACCEPT EXCHANGE REQUESTS FOR A DIFFERENT STYLE. PLEASE GO TO OUR SHIPPING AND RETURNS PAGE AND FOLLOW THE INSTRUCTIONS TO RETURN YOUR ORDER. YOU WILL THEN NEED TO PLACE A NEW ORDER FOR THE DESIRED ITEM.

IF THE ORDER HAS NOT BEEN DELIVERED ON TIME, FOLLOW THESE STEPS:

  • CHECK THE STATUS OF THE ORDER ON THE COURIER’S WEBSITE, WITH THE SHIPPING NUMBER THAT YOU FIND IN THE SHIPPING CONFIRMATION E-MAIL
  • CHECK THAT THE ADDRESS INDICATED FOR THE SHIPMENT IS CORRECT
  • IF YOU HAVE FOUND A NON-DELIVERY NOTICE LEFT BY THE COURIER, YOU CAN CONTACT THEM BY PHONE TO ARRANGE ANOTHER DELIVERY ATTEMPT.
  • IF YOU HAVE ANY FURTHER QUESTIONS, PLEASE READ THE SHIPPING AND DELIVERY POLICY.