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ACCOUNT
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
No, registration is not required.
You can complete your purchase as a guest by entering only the necessary shipping and payment details. However, we recommend signing up for the Newsletter [here] to receive exclusive previews, news, and promotions from Le Silla.
HOW CAN I CREATE AN ACCOUNT?
To create an account, simply enter your email address in the “ACCOUNT” section of the main menu.
You will receive a temporary 6-digit verification code by email each time you log in, allowing you to access your account securely.
No password is required.
The code is valid for a single use and expires after 30 minutes.
With an account you can:
I FORGOT MY PASSWORD, WHAT SHOULD I DO?
Passwords are not required.
Enter your email address in the “ACCOUNT” section of the main menu and you will receive a temporary 6-digit login code via email, valid for a single use and expiring after 30 minutes.
A new code is generated each time you log in.
ORDERS
HOW DO I PLACE AN ORDER ON LESILLA.COM?
From the cart you can:
The price applied is the one displayed on the website at the time of purchase.
HOW CAN I CONFIRM MY ORDER WAS SUCCESSFUL?
Your order is confirmed only after receiving the confirmation email. This email is sent once payment has been authorized.
For bank transfer payments:
If you do not receive the email:
CAN I MODIFY OR CANCEL AN ORDER?
Orders can be modified or canceled only if they have not yet been shipped.
Contact Customer Care immediately at: customercareshoponline@lesilla.com
Once the shipping confirmation email has been sent, the order can no longer be modified or canceled.
CAN I ADD A GIFT MESSAGE?
Yes. You can add a Gift Message in the cart, which will be included inside the package. All orders are shipped in dedicated Le Silla packaging.
CAN I CUSTOMIZE A PRODUCT?
Certain shoes can be customized with: crystal initials a precious heart a date Personalization is only available for: leather soles models with heels.
Not available for: flat models, rubber soles, bags
Personalized products are non-returnable.
CAN I PURCHASE A GIFT CARD?
Gift cards are only available at the Le Silla Boutique in Milan.
It is not possible to purchase or use gift cards online.
PAYMENTS WHAT PAYMENT METHODS ARE ACCEPTED?
We accept:
Cash on delivery is not available.
For bank transfers: details are provided by email and also at checkout shipping occurs after the payment is credited
WHAT SHOULD I DO IF MY PAYMENT IS DECLINED?
If payment fails:
The order is valid only after the confirmation email is received.
If you do not receive the email:
DELIVERY SHIPPING TIMES AND COSTS
ITALY
TNT Express – free 1-2 working days
Southern Italy & Islands: 3-4 days
FRANCE / GERMANY
UPS – free – 2-3 days Express – 1-2 days
EU COUNTRIES
FedEx – Economy free – 4-5 days
Express paid – 1-2 days
USA / CANADA / MIDDLE EAST
DHL Express – free – 1-3 days
NON-EU COUNTRIES
DHL Express – paid – 2-3 days
We do not ship to Russia or Belarus.
Deliveries are not made on weekends or holidays.
Delivery times start from shipment, not order date.
You will receive a tracking number via email.
Signature required upon delivery.
Shipping costs are non-refundable in case of return.
ARE THERE DUTIES OR TAXES?
Duties included for shipments to:
For other countries: any duties are at the customer’s expense.
Duties and taxes are non-refundable in case of return.
HOW CAN I TRACK MY ORDER?
You will receive a tracking number by email.
ORDERS WITH MULTIPLE ITEMS
Items may be shipped separately.
You will receive tracking for each shipment.
RETURNS WHAT IS THE RETURN POLICY?
You can request a return within 14 days of receiving your items.
Complete the form in the “RETURNS & EXCHANGES” section [here].
You will receive:
Ship within 7 days.
Items must be:
Options:
Customized products are non-returnable.
Shipping costs are non-refundable.
DO I NEED AN ACCOUNT TO RETURN?
No. Just fill in the form [here] with:
IS RETURN FREE?
Returns are free for:
In other countries or during promotions, costs may be deducted from the refund.
CAN I RETURN SALE ITEMS?
Yes. Exchanges or refunds are possible.
Personalized products excluded.
CAN I RETURN IN BOUTIQUE?
Yes, at: Le Silla, Via Sant’Andrea 3, Milan
Authorization must be requested first at: customercareshoponline@lesilla.com
Once the confirmation email is received, you have 7 days to deliver the products to the Boutique.
After confirmation of receipt by the Boutique Staff, Customer Care will proceed with the refund or exchange as agreed.
REFUND TIME
Within 14 days of receiving the return.
Refund to the same payment method used for purchase:
PRODUCTS AVAILABILITY
Available sizes are shown on the product page.
Activate “Notify Me” if out of stock.
Stock is updated in real time.
TAILORING SERVICES
Available:
We do not modify: structure, heel, color, or materials.
SIZE NOT AVAILABLE
Activate “Notify Me” on the product page.
For new collections: made-to-order in March and September.
Contact Customer Care during these months to check order feasibility.
Not available for sale items.
REPAIRS CAN I REPAIR A PRODUCT?
Le Silla offers a free repair service within 2 years of online purchase.
Services include replacing heels, heel tips, zippers, accessories, and crystals to restore the shoe, depending on material availability and technical feasibility.
Contact Customer Care to request the service, governed by these Terms & Conditions:
TECHNICAL ASSESSMENT: Feasibility is confirmed by our artisans after inspecting the product. For repairs not covered by warranty or requiring special supplier costs, a quote will be sent for approval.
TIMELINE: If feasible, repair time ranges from 2 to 6 weeks.
SHIPPING REQUIREMENTS: Products must be sent clean and in suitable condition for handling.
SHIPPING COSTS: Shipping and return costs are the responsibility of the customer. Please use a tracked courier, as items are shipped at the sender’s risk.
PRODUCT LIFESPAN NOTE: Longevity depends on use. Damage from normal wear or misuse beyond reasonable use is not eligible for free replacement, refund, or repair.
