Faq

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WHY SHOULD I SUBSCRIBE TO LANAVOLKOV.COM NEWSLETTER?

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.

SIZES AND FIT

HOW DO I KNOW MY SIZE?

Lana Volkov shoes are measured with standard Italian sizing. To help you find the right size, take a look at our Size Guide bellow.

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

HOW DO I MAKE A PURCHASE ON LANAVOLKOV.COM?

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.

HOW CAN I COMPLETE AN ORDER?

To complete an order, you will have to carefully follow all the steps of the purchase procedure once the products in the size and colour you want have been selected and added to the shopping bag. 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.

HOW CAN I MAKE A PRE-ORDER?

A product available for pre-order is displayed on the relevant page of the Site with the button bearing the word "Pre-Order". A pre-order is the reservation of a product not yet available but soon to be released. Your pre-order will be confirmed 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. 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. Please note, items marked as "Pre Order" will be shipped according to the pre-order dates indicated at the time of purchase

HOW CAN I KNOW IF AN ITEM IS AVAILABLE?

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.

IF A PRODUCT IS NO LONGER AVAILABLE, CAN I STILL ORDER IT?

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.

WHY ARE SHIPPING RESTRICTIONS APPLIED TO SOME ITEMS?

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.

WHICH CURRENCY CAN I BUY IN?

All transactions are processed by your preferred country and currency, we do not apply any extra charges past the requested amount made at the time of purchase; any such fees that appear on your bank statement are withdrawn by your bank.

WHAT PAYMENT METHODS ARE ACCEPTED ON LANAVOLKOV.COM?

Lana Volkov accepts the following forms of payment for online purchases through shopify: 

•   ​American Express

•   Apple Pay

•   Google Pay

•   MasterCard

•   Visa Card

•   PayPal​

•   Shop Pay

•   Union Pay

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.

DO I NEED TO PLACE A NEW ORDER IF MY ORDER HAS BEEN DECLINED?

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.

WHEN DOES LANAVOLKOV.COM CHARGE MY CREDIT CARD?

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.

IS TAX INCLUDED IN THE FINAL PRICE? HOW DO I CLAIM MY TAX BACK?

All prices include TAX. At this time, we are unable to provide a tax-back service for any of our online customers

WILL THERE BE ADDITIONAL DUTIES AND TAXES PAYABLE ON MY PURCHASE?

The Prices of Products are expressed by your selection of country and currency, inclusive of taxes and excluding customs duties. for orders outside of the EU 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.

CAN I MAKE A GIFT PACKAGE FOR PRODUCTS PURCHASED THROUGH WWW.LANAVOLKOV.COM?

Yes, we offer a free gift wrap with each order and you may add a personal message to the order. This personal message will be printed on a dedicated note card. You are solely responsible for the content of the message. We ask that you indicate that your order is a gift and provide wording for your desired message in the order notes section at the end of the order form.

DELIVERY

WHERE ARE YOUR PRODUCTS SHIPPED FROM?

All our products are shipped from our head office in Italy.

HOW MUCH WILL I BE CHARGED FOR SHIPPING?

We offer complimentary express shipping to over 70 locations. Please note that shipping services may vary according to your shipping destination.

WHAT ARE THE ORDER PROCESSING TIMES?

Orders will be processed within 48 hours from the date of their receipt (excluding weekends and Italian public holidays).

HOW LONG DOES IT TAKE FOR ORDER PROCESSING AND DELIVERY?

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.

HOW CAN I TRACK MY ORDER?

Once your order has been dispatched, you will receive an email containing your tracking number to track your package.

CAN I CHANGE THE SHIPPING ADDRESS AFTER MY ORDER HAS BEEN SHIPPED?

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.

DO YOU DELIVER TO PO BOXES?

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

I NEED TO RETURN MY SHOES. WHAT SHOULD I DO?

Please be mindful that we can only organise returns on all products *excluding Pre-Order and Custom- Made shoes*, 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.

CAN I RETURN A PRE-ORDER ITEM?

Each pre-order is sent to directly to our factory to be made just for you and cannot be returned or exchanged.

CAN I RETURN A PERSONALISED ITEM?

Products which are made to your specifications or clearly personalised cannot be returned or exchanged.

WHEN WILL I RECEIVE MY REFUND?

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.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

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.

I RECEIVED A FAULTY PRODUCT. WHAT DO I DO?

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.

CAN I MAKE AN EXCHANGE FOR A DIFFERENT STYLE?

Unfortunately, we cannot accept exchange requests for a different style. Please go to our shipping and returns policy page and follow the instructions to return your order. You will then need to place a new order for the desired item.

I HAVEN'T RECEIVED MY ORDER YET, WHAT CAN I DO?

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 returns policy section.