Germany:

If you have any questions, please contact our Customer Service:

E-Mail: customerservice@luisacerano.com
Phone: +49 7022 705137
Mon. - Thurs. from 09:00 to 17:00
Fri. from 09:00 to 16:00

International:

For questions, please use our Help Center.

In exceptional cases, please contact our Customer Service:
E-Mail: customerservice@luisacerano.com
Phone: +49 7022 705137
Mon. - Thurs. from 09:00 to 17:00 (CET)
Fri. from 09:00 to 16:00 (CET)

Orders can be placed from all countries worldwide. Delivery is currently not possible to the following countries:

Afghanistan
Australia
Belarus
Bonaire (Sint Eustatius and Saba)
Democratic Republic of Congo
Mali
Micronesia
Myanmar
Netherlands Antilles
Niger
Russia
Somalia
Sudan
South Africa
Turkey
Ukraine

By creating a customer account, you can:

• Save multiple delivery and billing addresses for more convenient ordering.
• Save your favorite items in the wish list for a later date.
• Save your means of payment for a faster ordering process.
• Track the status of your order online at any time.
• Access your previous orders.
• Simply place a return order.

If you have forgotten your password, you can select "Forgot password" when logging into your customer account. After entering your e-mail address, you will receive an e-mail with a link to renew your password.

If you wish to delete your LUISA CERANO customer account, please contact our Customer Service at customerservice@luisacerano.de. Your customer account will then be deleted immediately. You will then be able to open a customer account again at any time.

Delivery is currently not possible to the following countries, but orders can be placed from all countries worldwide:

Afghanistan
Australia
Belarus
Bonaire (Sint Eustatius and Saba)
Democratic Republic of the Congo
Mali
Micronesia
Myanmar
Netherlands Antilles
Niger
Russia
Somalia
Sudan
South Africa
Turkey
Ukraine

We offer the following shipping options:

• Germany: DHL GoGreen, UPS and DPD
• International: DHL

Delivery to a DHL Packstation is currently only possible within Germany and only for deliveries with DHL.

Deliveries within Europe:
approx. 1-4 working days*

Deliveries outside Europe:
approx. 3-5 working days*.

*Delivery times are estimated and may vary depending on destination or order volume.

Orders until 10.11.2025:

In your shipping confirmation, you will find a tracking number that you can use to view the shipping status of your order online. If you have a registered account, you can check the status of your order online via your customer account. We would like to point out that the tracking number only becomes active once it has been registered with the shipping partner. If the link does not work immediately, please try again at a later date.

Orders from 11.11.2025:

Deliveries to Germany:
You will find a tracking number in your shipping confirmation, which you can use to view the shipping status online. Alternatively, you can also check the status via your customer account. Please note that the tracking number is only active once it has been recorded by the shipping partner.

International deliveries:
To track international deliveries (outside Germany), please use our order tracking portal.

The available payment methods may vary depending on the country of delivery.
During the order process, all payment options available for your country of delivery are automatically displayed.

All prices in the Luisa Cerano online store include VAT.

The Luisa Cerano online store has security server software with SSL encryption technology that protects your payment details during transmission. This strict security feature ensures that your name, address and credit card number are transmitted securely over the Internet. Thanks to SSL encryption, your data can only be read by the payment system.

1) For returns of orders from 11.11.2025:

• Germany:
  Generate a DHL return label at here if none is enclosed with your parcel.

• International:
  Please use our returns portal to return orders outside of Germany.

2) For returns of orders placed before 10.11.2025
Generate a DHL return label here if your parcel does not contain one:

• Belgium
• Bulgaria
• Bulgaria Denmark
• Denmark Germany
• Estonia
• Finland
• Finland France
• France Greece
• Ireland
• Italy
• Croatia
• Latvia
• Lithuania
• Luxembourg
• Malta
• Netherlands
• Austria
• Poland
• Portugal
• Romania
• Sweden
• Slovakia
• Slovenia
• Spain
• Czech Republic
• Hungary
• Cyprus

A return is possible within 30 days of receipt of the goods. Detailed information on the right of withdrawal can be found in our general terms and conditions.

Returned items will only be accepted in their original condition and with the original label attached. Worn, soiled, altered or damaged goods will not be accepted and will be returned to the customer.

In the event of above-average returns, the Klarna invoice purchase option may be temporarily deactivated. As soon as returns behavior normalizes, the invoice purchase option will be reactivated.

For returns of orders until 10.11.2025:

You can return your orders to us as follows:

Germany:

1. Make sure that the goods are in their original condition.
2. Place the goods and the return form in the original shipping box and seal it ready for dispatch.
3. Stick the enclosed return label on the shipping box.
4. Hand in the parcel at a post office, a DHL parcel store or, if necessary, a Packstation. You can find your nearest DHL branch here.

Other European countries:

1. Make sure that the goods are in their original condition.
2. Place the goods and the return form in the original shipping box and seal it ready for dispatch.
3. To generate the DHL return label, register the return via the Returns menu item.
4. Print out the return label and stick it on the shipping box.
5. Hand in the parcel at a post office, a DHL parcel store or, if necessary, a Packstation. You can find your nearest DHL branch here.

For returns of orders from 11.11.2025:

You can return your orders to us as follows:

Germany:

1. Make sure that the goods are in their original condition.
2. Place the goods and the return form in the original shipping box and seal it ready for dispatch.
3. Stick the enclosed return label on the shipping box.
4. Hand in the parcel at a post office, a DHL parcel store or, if necessary, a Packstation. You can find your nearest DHL branch here.

International:

1. Make sure that the goods are in their original condition.
2. Create and print the returns form and return label via our returns portal*.
3. Place the goods and the return form in the original shipping box and seal it ready for shipping.
4. Stick the return label on the shipping box.
5. Hand in the parcel at a post office, a DHL parcel store or, if necessary, a Packstation.
   

* Please note that only one return per order can be registered via the returns portal.
If you would like to return several items from one order in separate shipments, please contact our Customer Service.

Returns of orders placed before 10.11.2025 can be returned to us free of charge.

For returns of orders from 11.11.2025, the return costs vary depending on the country of delivery:

All EU countries, Switzerland & Liechtenstein:
Free return

United Kingdom:
10 GBP

All other countries:
15€ (converted into the respective local currency)

Please note that the shipping costs and return costs will not be refunded for a full return.

If you wish to exchange an item, please place a new order online. A return is possible within 30 days of receipt of the goods.

You will receive a tracking number from the post office or DHL parcel store, which you can use to check the shipping status of your order online.

If you have a registered account, you can check the return status online via your customer account.

You will receive an e-mail confirmation as soon as we have received your return.

Upon receipt of your return, we will process and check it immediately in order to refund your money within 14 days of receipt of the return at the latest.

Please note the additional processing time required by banks and credit institutions. You will receive an e-mail confirmation from us as soon as your return has been credited.