Choose Country

FAQs

If you have any questions, please contact our customer service:

E-Mail: customerservice@luisacerano.com
Telephone: +49 7022 705137 
Mon-Thu, 9am to 5pm
Fri, 9am to 4pm

You can place an order from any EEC country and Switzerland. We ship to all countries within the EU. At the moment, we cannot deliver to countries outside the EU.

If you register an account, you can:

  • save multiple billing and shipping addresses to simplify the order process. 
  • save your favourite items in your wishlist for later.
  • save your payment methods to accelerate the order process. 
  • rack the status of your order online. 
  • view your past orders. 
  • easily request returns.

If you wish to delete your LUISA CERANO customer account, please contact our customer service by email: customerservice@luisacerano.de. We will delete your account immediately. You can always open another account later.

Shipping

We can only send orders to countries within the EU at the moment, but you can order from any EEC country and Switzerland.

The following shipping costs are added to all orders:

Belgium 6,90 €

Bulgaria 6,90 €

Denmark 49,90 kr

Estonia 6,90 €

Finland 6,90 €

France 6,90 €

Germany 5,90 €

Greece 6,90 €

Great Britain & Northern Ireland £ 5,90

Ireland 6,90 €

Italy 6,90 €

Croatia 6,90 €

Latvia 6,90 €

Lithuania 6,90 €

Luxembourg 6,90 €

Malta 6,90 €

Netherlands 6,90 €

Austria 6,90 €

Poland 29,90 zł

Portugal 6,90 €

Romania 6,90 €

Sweden 69,90 kr

Slovakia 6,90 €

Slowenia 6,90 €

Spain 6,90 €

Czech Republic 179,90 Kč

Hungary 6,90 €

Cyprus 6,90 €

We offer the following shipping methods: 

Germany: DHL GoGreen, UPS and DPD
Other European Countries: DHL GoGreen

Depending on the shipping service used, you will receive your order within 1–4 working days (Germany) or 2–5 working days* (other EU countries) after placing your order.

* Due the current situation we would like to point out that these are estimated delivery times. Depending on the destination, these standard delivery times may vary.

We process and dispatch orders during the following business hours: Monday to Friday, 7 pm to 4.30 pm CET (except on public holidays). In most cases, your order will be ready for dispatch one day after we have received your payment.

Your order confirmation contains a tracking number that allows you to view the status of your order online. If you have a registered account, you can also track your order status online on the My Account page. Please note that the tracking number only becomes available once the shipping company submits it. If the link does not work immediately, please try again later.

DHL can deliver your order to a Packstation in Germany or Austria. Large parcels that do not fit in your post box may have to be picked up from a Deutsche Post outlet, a Paketshop or a DHL Express Depot. We cannot send your order to a Packstation with UPS or DPD.

If you are not at home when the shipping company tries to deliver your order,

DHL

  • you will receive a DHL notification card,
  • your parcel will be stored at a post office, DHL Paketshop or a Packstation
  • DHL may try to redeliver your parcel on the next working day

UPS

  • you will receive a UPS notification card
  • UPS may try to redeliver your parcel two more times
  • your parcel will be stored at a UPS Access Point or UPS Customer Centre

DPD

  • you will receive a DPD notification card
  • DPD may try to redeliver your parcel two more times
  • your parcel will be stored at a DPD Pickup Shop

Payment

We accept the following payment methods:

  • Credit card (Visa, Mastercard, Carte Bleue)
  • Paypal
  • Invoice
  • Instant bank transfer

The LUISA CERANO online shop is equipped with a security software featuring SSL encryption technology. It protects your payment details during the data transfer. 

Please transfer the full sum to the account stated below, quoting your invoice number:

Account holder: LUISA CERANO GmbH

Bank: Kreissparkasse Esslingen-Nürtingen
IBAN: DE13 6115 0020 0102 7156 26
BIC: ESSLDE66XXX
Reference: your invoice no.

All prices quoted in the Luisa Cerano online shop are inclusive of VAT.

Credit Card

Your credit card will be charged when we dispatch your order.

Paypal

Your Paypal account will be charged as soon as you complete your order.

Invoice

You will receive an invoice by email when your order is dispatched. Please pay the outstanding amount within 14 days of receiving your order.

Instant bank transfer

The payment is made as soon as your order is completed.

The LUISA CERANO online shop is equipped with a security software featuring SSL encryption technology. It protects your payment details during the data transfer. This security function guarantees the security of your name, address and credit card number during the online data transfer. Due to SSL encryption, only the payment system can read your data.

Return

You can return your order for free within 14 days of receipt.

For detailed information about our returns policy, see our general terms and conditions.

We only accept returned items in their original condition.

We do not accept worn, stained, altered or damaged goods and will return them to t he customer.

Germany:

  1. Please make sure that the item is in its original condition.
  2. Place the item and the return slip in the original shipping box and seal this ready for shipping.
  3. Stick the accompanying return label onto the shipping box.
  4. Dispatch the package from a post office or a DHL service point or Packstation. Here you can find your nearest DHL service point.

Other European country:

  1. Please make sure that the item is in its original condition.
  2. Place the item and the return slip in the original shipping box and seal this ready for shipping.
  3. To generate a DHL return label, please register the return via the menu item Returns (LINK).
  4. Print out the return label and stick it to the shipping box.
  5. Dispatch the package from a post office or a DHL service point or Packstation. Here you can find your nearest DHL service point.

Your can return your order to us for free.

To exchange an item, please place another order online. You can return your order for free within 14 days of receipt.

Your post office or DHL Paketshop will give you a tracking number that allows you to view the status of your return shipment online.

If you have a registered account, you can also track your return status online on the My Account page.

We will send you a confirmation email as soon as we receive your returned order

We will send a confirmation email as soon as we have processed your return and credited your account. 

Credit Card

The amount will be returned to your credit card account.

Paypal

The amount will be refunded to your Paypal account.

Invoice

If you have already made the bank transfer, we will return the paid amount to your bank account after we process the return.

Instant bank transfer

The amount will be refunded to your bank account.

We will process your return as soon as we receive it and return your payment within 14 days of receipt.

Please note that it may take your bank or other financial institution additional time to process the refund.

You will receive an email confirmation as soon as your return has been credited.

Subscribe to our newsletter
and receive a
10% voucher