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ITA ENG

Customer Service & FAQs

For any questions or concerns regarding your online purchases or our services, you can contact us by sending us an email via the contact form or read our FAQs.

SHIPPING AT HOME
How does “shipping at home” work?
You can order and pay online for different products from different brands and have them shipped for free at home. To be able to use this serve you must first register as a user on our marketplace.
Go to our website, www.lof.it to look at the online catalogue, and add your favorite items to the cart. Follow all the steps to the payment page, where you can complete the purchase by selecting the “at home” shipping method.
After completing the purchase you will receive an email with the order confirmation.
How many products can I add to my cart?
There is no limit to the number of products which can be added to your cart.
Is it possible to add an item to an already closed order?
You can change your order at any time until confirmation of payment. Once you have completed the payment and received the confirmation email, the order can no longer be changed. You can still continue your purchases and create a new order.
What are the shipping costs and times?
The shipment usually takes 3-4 working days, but in extraordinary cases a few more days may be necessary.
Good news: we offer the shipment!
What should I do if I’m not at home at the time of the delivery?
Using the tracking link in the DHL Shipping Confirmation email, you can customize the delivery date.
How do I know if my online order for which I requested home shipment has been processed? Where is my order?
Once your order has been shipped, you will receive a confirmation email from the DHL carrier containing the tracking number to follow the path of your purchases. By clicking on the link in the email, you will find the updated information on the status of the order.
In case of need you can always contact us at the following email address:
customercare@lof.it
Who can I contact for information about features or the price of a product?
If you need more information about a specific product, other than those already on the online catalog, you can directly contact the store to which it refers.
You will find the complete list of our brands and references to get in touch with them here:
https://www.mantovavillage.it/it/shop-and-brands
https://www.franciacortavillage.it/it/shop-and-brands
CLICK&COLLECT SERVICE
How does Click&collect work?
With Click&collect you can order and pay for more products from different brands online and collect them at corresponding stores. To be able to use the service, you must first register as a user to the marketplace.

Go to www.lof.it to view the catalog of available products and add your favorite items to your cart. Follow all the steps to the payment page where you can complete the purchase by selecting the withdrawal mode at the store.
After making the purchase you will receive an email with the order confirmation. Inside the email you will find a QR Code that you will then have to present at the corresponding stores. Its scan will allow you to identify your order and confirm the delivery of the products you have purchased.
How many products can I add to my cart?
There is no limit to the number of products which can be added to your cart.
Is it possible to add an item to an already closed order?
You can change your order at any time until confirmation of payment. Once you have completed the payment and received the confirmation email, the order can no longer be changed. You can still continue your purchases and create a new order.
How many days do I have to collect the purchased products?
You can pick up the products purchased with Click&Collect at the village’s stores preferably within 30 days from the order confirmation.
What should I do if a product of my order is defective or damaged?
When you pick up the product you can look at it/try it on at the store or comfortably at home. If there is something wrong, you can easily return the product and ask for its refund. The return follows the e-commerce policy.
Can I send someone else to pick up the products I bought?
Of course, provided they present the email with the order confirmation when they go to the stores to which the products pertain. The staff at each store will scan the QR Code contained in the email to identify the order and thus confirm the delivery of the products you purchased.
Who can I contact for information about features or the price of a product?
If you need more information about a specific product, other than those already on the online catalog, you can directly contact the corresponding store.
You will find the complete list of our brands and references to get in touch with them here:
https://www.mantovavillage.it/it/shop-and-brands
https://www.franciacortavillage.it/it/shop-and-brands
CLICK&RESERVE SERVICE
How does Click&reserve work?
With Click&reserve you can book a specific product that you will then go to look at or try on in-store. To be able to use the service you must first register as a user to the marketplace.
Go to www.lof.it to view the catalog of available products and select the article you prefer. Each item can be reserved on your product page.
After making the reservation you will receive an email with the confirmation of the operation. Inside the email you will find a QR Code that you will then have to present at the corresponding stores. Its scan will allow you to identify your booking and confirm the delivery of the product you have reserved.
How many products can I reserve?
There is no limit to the number of products which can be added to your cart.
How long does my reservation last?
The reservation can be made from Monday to Friday of each week and is valid until the second Sunday following the day you made it. In case you are not able to go to the store within this deadline, the reservation will be automatically cancelled.
What should I do if I have changed my mind and no longer want to reserve the booked product?
You can contact the store directly to request the cancellation of your reservation. Look for the contacts of the store to the following addresses:
https://www.mantovavillage.it/it/shop-and-brands
https://www.franciacortavillage.it/it/shop-and-brands
If after going to the store the reserved product is not to my liking, do I have some obligation towards the brand?
Booking with Click&Reserve does not give any obligation to the customer, so you can freely choose whether or not to buy the product, as you would during a normal shopping experience at the store.
Who can I contact for information about features or the price of a product?
If you need more information about a specific product, other than those already on the online catalog, you can contact directly the store to which it refers.
At these addresses you will find the complete list of our brands and references to get in touch with them:
https://www.mantovavillage.it/it/shop-and-brands
https://www.franciacortavillage.it/it/shop-and-brands

ORDERS AND PAYMENTS
What payment methods are available for online purchases on Lof.it?
The Stripe payment service that we rely on for online purchases on Lof.it accepts the following payment methods/circuits:
• Visa
• Mastercard
• Any Visa or Mastercard cobranded card (e.g. Postepay Evolution)
Who contact to get assistance on a payment?
If you have questions about a specific payment made online on Lof.it, you can open a support request/ticket by sending an email to customer@lof.it, we will try to answer you as soon as possible.

Is it possible to get an invoice?
You can request the issue of invoices relating to the products you purchased with Click&Collect directly when you go to the sales points to collect the order.
At these addresses you will find the complete list of our brands and references to get in touch with them:
https://www.mantovavillage.it/it/shop-and-brands
https://www.franciacortavillage.it/it/shop-and-brands

Is my Village Card valid for online purchases on Lof.it?
Unfortunately, at the moment the Village Card cannot be used for online purchases on Lof.it. You can still book a product with the Click&reserve service and enjoy the privileges of your Village Card when paying at the point of sale, if this is a member of our loyalty program. Check the list of stores where you will receive a discount on your purchase:
https://www.mantovavillage.it/it/shop-and-brands
https://www.franciacortavillage.it/it/shop-and-brands
Can I change my order?
You can change your order at any time until confirmation of payment. Once you have completed the payment and received the confirmation email the order can no longer be changed. You can still continue your purchases and create a new order.
RETURNS AND REFUNDS
How many days do I have to return a product I booked with Click&reserve and purchased at the point of sale?
A product booked online with Click&reserve and then purchased at the point of sale, is part of the traditional trade and follows the rules also regarding the return. Contact the brand to know if it adopts a particular return policy for products purchased at the sales point:
https://www.mantovavillage.it/it/shop-and-brands
https://www.franciacortavillage.it/it/shop-and-brands
How many days do I have to return a product I purchased online with Click&collect and collected at the point of sale?
You can make a free return of one or more products of the purchase made by going to the relevant points of sale in the Village within 14 days from the date on which you collected the order.
How can I return a product I purchased online with Click&collect and collected at the point of sale?
To return one or more products collected at the Village you must follow the following steps:
1. Make sure the products are in the same condition as you received them, with all the original tags attached and stored in their original packaging.
2. Go to the points of sale to which the products refer by bringing with you the order confirmation email and any tax receipts or invoices that you received together with the purchased products.
3. Inform the store staff of your willingness to make and evaluate the options that will be offered to you.

Can I receive a refund of a product purchased online with Click&collect and collected at the point of sale?
In the case of Click&collect, the return follows the rules of electronic commerce and is guaranteed by the point of sale the application of the rules provided by Legislative Decree no. 206/2005 (Consumer Code) in the matter of the right of withdrawal.
You will have to return the products directly to the relevant points of sale. In the event that you request a digital refund, the amount paid will be transferred to the same circuit that you used at the time of purchase.


How much does it cost to return a product I purchased online and received at home?
Good news: we offer the shipment!
How many days do I have to return a product I purchased online and received at home?
You can return one or more products of your purchase free of charge within 14 days of receiving your order at home.
How can I return a product I purchased online and received at home?
To return one or more products received at home you must follow the following steps:
1. Make sure the products are in the same condition as you received them, with all the original tags attached.
2. Contact the Infopoint of the Village by email to communicate your willingness to make one or more products of the purchase you have made, specifying the order number, the items returned and the respective points of sale to which they refer:
MANTOVA VILLAGE: info@mantovaoutlet.it
FRANCIACORTA VILLAGE: info@franciacortavillage.it
3. Store each product in its original packaging and insert it into the package that you will use for the return.
4. Fill in all parts of the return form that you received at home together with the purchased products and enter it in the package.
5. Close the package and apply the pre-compiled DHL return label on any other labels related to the original delivery.
6. Contact the carrier DHL to book the return collection.
What happens after I receive my return from the Village Infopoint?
Within 48 hours of receipt of the return by the Infopoint, the points of sale to which the products refer verify their integrity and give their authorization to refund.
The refund is made by Land of Fashion through the payment platform on the same circuit used by the customer during the purchase.
RESTRICTIONS ON COMMERCIAL ACTIVITIES AND RESTRICTIONS ON THE CIRCULATION OF CUSTOMERS
Does the service also work if there are restrictions on commercial activities?
During the emergency related to the spread of COVID-19, the stores of Mantova Village and Franciacorta Village could be closed.
We advise you to check the situation regarding the specific Village on our site in addition to the measures in force in the locality where it is located. We will inform you immediately of any changes related to the openings.
You can order the products of our catalog and receive the package directly at home: we offer the shipment!
Is it possible to place an order with Click&collect and collect it at the Village?
Due to restrictions due to the release of COVID-19, Mantova Village and Franciacorta Village outlets may be temporarily closed or you may not be able to pick up your order in person.
If you wish to proceed with the order, we can send it free of charge to your home address.
I made a purchase with Click&collect and subsequently restrictions on the opening of commercial activities and/or restrictions on the circulation of customers came into force. How can I withdraw my order?
If it is no longer possible to pick up your order at the Village you can decide to send it home. Good news: we offer the shipment! You will find all the information to provide us with the address to which we will send you the products in the order confirmation email you received.
Otherwise you can contact the Infopoint of the Village using the references below and indicate that you wish to receive your order directly at home:
MANTOVA VILLAGE: info@mantovaoutlet.it
FRANCIACORTA VILLAGE: info@franciacortavillage.it
You will be sent the Shipping Request Form, which you will have to fill out in all its parts and return by email.

Is it possible to make a reservation with Click&reserve and go to the Village?
Due to restrictions due to the release of the COVID-19, Mantova Village and Franciacorta Village stores may be temporarily closed. If so, the Click&reserve service will not be temporarily active.
You can still decide to buy one or more products online, using the free shipping to your home address.


I made a reservation with Click&reserve and subsequently restrictions on the opening of commercial activities and/or restrictions on the circulation of customers came into force. What happens to my booking?
Your reservation is valid until the second Sunday following the day you made it. In case you are not able to go to the store within this deadline, the reservation will be automatically cancelled. You can make a new reservation at the end of the restrictions, otherwise you can decide to buy one or more products online immediately, using free shipping to your home address.
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