Frequently Asked Questions
Who do I contact if I have a question or a problem with my order?
Email us at info@luisrobert.com or submit your message here. A representative will contact you as soon as possible.
How long does it take for orders to ship?
We generally process and ship orders within 2-3 business days after receiving the order unless the product(s) are backordered. Upon checkout, you will have the option to select your preferred shipping method.
Complimentary shipping is automatically calculated at checkout for U.S. order $50 or more.
Do you ship internationally?
We provide international shipping to most countries worldwide. Upon checkout, you will be able to enter international mailing address and select the shipping option most convenient for you.
Please note shipping rates do not include custom fees, duties and or tariffs. It is the customer’s responsibility to pay any imposed fees by the country/ destination.
Can I get a tracking number?
You will receive a tracking number with your shipping confirmation.
What is your Return/ Exchange Policy? (Only Applies to Domestic/ U.S.A. Orders)
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, submit an email to info@luisrobert.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note the customer is responsible for return shipping costs.
What should I do if my order arrives damaged and or other issues arise?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
What items(s) are considered non-returnable?
We do not accept returns on International orders and/ or items marked FINAL SALE.
How do I make an exchange?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
When can I expect my refund?
All refunds will be issued to the original form of payment except cash purchases, which will be refunded by company check. Please remember it can take some time (5-7 business days) for your bank or credit card company to process and post the refund.