Frequently Asked Questions
Explore answers to commonly asked questions about our services, processes and policies.
Orders
How to place an order
- Browse our site, discover our products and when you find what you would like to buy, then add them to your shopping bag by clicking on “add to bag”.
- You can create your own account, using your email address and password. Guest check out is also available.
- Fill in your delivery details.
- Complete your payment information
- Review your order and press Pay.
- You will receive an order confirmation via email.
- Please review this and should there be any errors, please get in contact with us at the soonest.
- Once your order is on its way, you will be notified by email and given a Fedex tracking code, which you can use on the Fedex website to track your order.
Can I place an order by telephone?
Yes. Our Client Advisors would be delighted to support your purchase in this way. Please contact us by telephone or live chat. Payment will be made via a payment link sent to you, for maximum security.
Will there be additional duties and taxes to pay?
Dependent on your shipping address, there may be taxes and duties payable.
These are calculated at checkout. Please contact us should you have any queries at check out
What payment methods do you offer?
We accept Visa, MasterCard, American Express, Shop Pay, Apple Pay, Google Pay. We also can offer a Veronica de Piante gift card.
Where are your products made?
Our products are made in Italy
How do I choose the right size?
We provide comprehensive sizing guides on each product, alongside the size worn and height of the model in the images.
Should you have any queries about sizing, please do not hesitate to contact us and we will be delighted to guide you to the right size for you.
What should I do if I need to change or cancel my order?
We can cancel or change an order within 2 hours of you placing the order. Please contact us to request this.
We will try our utmost to change the order if longer than 2 hours. Please contact us at the soonest and we can see whether we can alter the order in time.
What should I do if an item is out of stock?
We offer the option to be notified by email when the stock comes available. This will be viewable on the product page.
What delivery methods do you offer?
We offer multiple delivery options for orders, to align with your delivery preference.
Standard
- 1 - 5 Business Days
- Complimentary
Express
- 2 Days
- Complimentary on orders over $3,000
Expedited
- 2 Days (on orders placed before 2pm EST)
- $30
Overnight
- Next Day (on orders placed before 2pm EST)
- $50
International Shipping
For orders placed in the United Kingdom, Europe, and Canada, all duties and taxes are included in the checkout price.
Express
- 5 Days
- Complimentary on orders over $3,000
- $50 for orders under $3,000
All deliveries must be signed for by an adult
Can I collect my order from store?
Yes, please select 'pick up from store' at check out. We will contact you to confirm once the order is ready for collection.
If you are unable to collect the order yourself, please alert us who will be collecting on your behalf. We will need to see photo ID of this person on collection before releasing the order to them.
Shipping and delivery
What is your shipping policy?
All domestic and international orders are shipped via FedEx.
Estimated delivery windows are provided as a guideline, they are not guaranteed and may vary – rural addresses especially may experience longer delivery times.
Please note that orders placed on Fridays are not guaranteed for Saturday delivery, and those placed over the weekend will be shipped the following business day.
US Shipping
Standard
- 1 - 5 Business Days
- Complimentary
Express
- 2 Days
- $30
- Complimentary on orders over $3,000
Expedited
- 2 Days (on orders placed before 2pm EST)
Overnight
- Next Day (on orders placed before 2pm EST)
- $50
International Shipping
For orders placed in the United Kingdom, Europe, and Canada, all duties and taxes are included in the checkout price.
- 5-7 Days
- Complimentary on orders over $3,000
- $50 for orders under $3,000
For orders outside of these regions, please contact our customer service team at inquiries@veronicadepiante.com
Do you offer next day delivery?
Yes, we offer Next Day delivery on all US orders. Orders must be placed the day before by 2pm EST. There is a flat fee of $50 for this service.
Can I collect my order from store?
Yes, please select 'pick up from store' at check out. We will contact you to confirm once the order is ready for collection.
If you are unable to collect the order yourself, please alert us who will be collecting on your behalf. We will need to see photo ID of this person on collection before releasing the order to them.
I missed my delivery; how can I re-arrange?
Your order should arrive within the delivery window selected at checkout. If there are any delays, we’ll contact you as soon as possible.
You can track your shipment at any time using the tracking number provided in your shipping confirmation email via the FedEx website.
FedEx will attempt delivery twice. If the parcel cannot be delivered after the second attempt, it will be returned to us
Do you ship internationally?
Yes, we can ship internationally to Europe, the United Kingdom and Canada. For orders outside of these regions, please contact our customer service team at inquiries@veronicadepiante.com
What happens if my parcel is delayed?
If your parcel is delayed, we will notify you by email and will do our very best to ensure the order gets to you at the earliest.
Why did my order arrive in two shipments?
We try to ensure orders are sent out in one package. However, if an order includes more than one item, there may be times when one item is located at a different warehouse. To ensure fast and seamless delivery, we may sometimes need to send items directly to you from their respective locations.
Returns
What is your returns policy?
Standard Return Policy
You can return any full price item purchased on veronicadepiante.com or in-store within 14 days of the delivery date for refund to the original method of payment.
Items must be in new, unused, unworn, unwashed, unaltered, and undamaged condition. All returns within the US are free of charge. For International returns, please contact us to discuss as some taxes and duties may need to be paid.
Sale Returns Policy
Sale items will not be eligible for refund to the original method of payment but can only be returned for store credit or exchange of higher or equal value only. Sale items must be returned within 14 days of the delivery date in new, unused, unworn, unwashed, unaltered, and undamaged condition.
Private Sale Returns Policy
Please note, items purchased in the Private Sale are final sale and are not eligible for return. We can offer exchange for higher or equal value only.
Do you offer free returns?
All returns in the US are free of charge. For International returns, please contact us to discuss as some taxes and duties may need to be paid.
How do I return an order?
To initiate a return, please follow the steps below:
Contact Customer Service, please email our team at inquiries@veronicadepiante.com to request a return and receive your pre-paid shipping label.
Please include the following information in your email:
Your order number
The item(s) you wish to return
Reason for return (please select one):
[a] Item was not as expected
[b] Item was too small
[c] Item was too large
[d] Received the wrong item
[e] Received a damaged item
[f] Changed my mind
2. All returned items must be in their original condition, with tags and packaging intact. We are unable to accept returns or issue refunds for items that do not meet these requirements.
3. Please pack the item(s) securely in the original packaging.
4. Attach the pre-paid shipping label (provided via email) to your package and drop it off at your local shipping facility.
Once your return is received and inspected, you will receive a confirmation email. If your return meets all requirements, a refund will be issued to your original form of payment.
If the return does not meet our policy conditions, we will contact you and the item will be returned to you.
When should I expect to see my refund?
Once we’ve received and checked your return, we’ll issue your refund to the original payment method. Shipping costs are not refunded. Please allow up to 10 working days for the refund to appear in your account.
Can I cancel an order?
If you need to cancel your order, please do so within 2 hours of placing your order by emailing us on inquiries@veronicadepiante.com or calling us on +1 (646) 360 2554.
Once the order has been shipped, we are unable to cancel it. Instead, you would then need to wait for delivery of the order and arrange a return.
I have received my order, but there is an issue with the product - what should I do?
We are sorry that this has happened. Please contact our Client Services team and they will be able to help
Client Services
How do I contact you?
You can contact us by emailing us on inquiries@veronicadepiante.com or calling us on +1 (646) 360 2554. You can view our store opening hours here
What are your customer service hours?
We can be visited at 833 Madison Avenue
New York, 10021. Our opening hours are Monday to Saturday 10:30am - 6pm.. Sundays from 12pm - 5pm.
Can I book an appointment to visit you?
Yes, please book an appointment by contacting us. We welcome walk-in clients and our Client Advisors will be delighted to see you.
How can I change my marketing preferences?
If you are subscribed to our email newsletters and would like to unsubscribe, then you can click on the unsubscribe text at the bottom of one of our emails.
Otherwise, please feel free to contact us and we can manage this for you.
How do I reset my password?
Please log into your account and navigate to Profile. This is where you can change your log on details.
Visit Us
Discover the collection in our Madison Avenue boutique, where our team will prepare edits for your gift list and help you select your looks for the season.
Veronica de Piante New York Boutique,
833 Madison Avenue
New York, 10021
Email: store@veronicadepiante.com
Phone: +1 (646) 360 2554