Frequently Asked Questions

Welcome to the Lusana Footwear FAQ page. We understand that choosing the perfect pair of shoes online comes with many questions. We have compiled this comprehensive list of our most commonly asked queries to help you shop with confidence and ease. Our goal is to ensure your experience at lusanafootwear.com is as smooth and enjoyable as possible. If you cannot find the answer you are looking for here, please do not hesitate to explore our website further.

1. Product & Sizing Questions

How do I find my correct size?
Finding the perfect fit is essential for comfort. We recommend using our detailed size guide, which is available on every product page. For the most accurate measurement, we suggest tracing your foot on a piece of paper, measuring the length from your longest toe to your heel, and comparing it to our size chart. Please note that sizing can vary slightly between different styles, so we always advise checking the specific size guide for each product. If you are between sizes, we generally recommend sizing up for a more comfortable fit, especially if you plan to wear thicker socks.

Are your shoes true to size?
Our shoes are designed to fit true to standard European and US sizing. However, because we use high-quality, natural materials like premium leather, you may notice a slight “break-in” period. The leather will gently mold to the shape of your foot over the first few wears, providing a custom-like fit. We recommend wearing your new Lusana Footwear for short periods initially to allow this natural adaptation to occur.

What materials are used to make Lusana Footwear?
We pride ourselves on using only the finest materials sourced from reputable suppliers. Our collections feature full-grain and top-grain leathers, sustainable microfibers, and durable rubber outsoles. We are committed to transparency and quality; each product page details the specific materials used in that style. We avoid harmful chemicals and prioritize materials that are both luxurious and durable, ensuring your shoes stand the test of time.

2. Ordering & Payment

How do I place an order?
Placing an order on lusanafootwear.com is simple and secure. Browse our collections, select your desired style and size, and click “Add to Cart.” Once you are ready, proceed to the checkout page where you will be guided through the secure payment process. You will receive an order confirmation immediately after your purchase is completed.

What payment methods do you accept?
We accept a variety of major payment methods to make your shopping experience convenient. This includes all major credit and debit cards, such as Visa, Mastercard, and American Express. We also offer secure digital payment options. All transactions on our site are encrypted and processed through secure gateways to protect your financial information.

Can I modify or cancel my order after it has been placed?
We process orders quickly to ensure prompt service. If you need to modify or cancel your order, please contact our support team as soon as possible. Once an order has entered the packing and dispatch phase, we may not be able to make changes. We recommend double-checking your cart and sizing before finalizing your purchase.

3. Shipping & Delivery

Do you ship internationally?
Yes, we are proud to offer international shipping to many countries around the world. We believe that exceptional footwear should be accessible to everyone, regardless of location.

How can I track my order?
Once your order has been dispatched, you will receive a notification containing a tracking number. You can use this number to monitor your parcel’s journey in real-time. We partner with reliable couriers to ensure your package arrives safely and on time. We recommend checking your spam folder if you do not see the tracking email in your main inbox.

Will I have to pay customs duties or import taxes?
Please be aware that international orders may be subject to customs duties and import taxes levied by the destination country. These charges are the responsibility of the recipient. As customs policies vary widely, we advise you to check with your local customs office for an estimate of potential fees before placing your order.

4. Returns & Exchanges

What is your return policy?
We want you to love your Lusana Footwear purchase. If for any reason you are not completely satisfied, we accept returns on items that are in their original, unworn condition, with all original packaging and tags attached.

How do I initiate a return?
To start a return, please visit our Returns Center via the link provided in your order confirmation or on our website. Follow the instructions to submit your request and obtain the necessary documentation. We aim to make the return process as straightforward and hassle-free as possible.

Can I exchange an item for a different size or color?
Yes, exchanges are welcome. The most efficient way to exchange an item is to initiate a return for your original purchase and place a new order for the desired item. This ensures that the new size or color you want is reserved for you and speeds up the overall process.

5. Product Care & Warranty

How should I care for my Lusana Footwear?
To keep your shoes looking their best, we recommend using a high-quality leather conditioner and protector suitable for the specific material. Store your shoes in a cool, dry place, away from direct sunlight. Using shoe trees can help maintain their shape and absorb moisture. For suede and nubuck, use a specialized brush to gently remove dirt and restore the nap. Always test any care product on a small, inconspicuous area first.

Does Lusana Footwear offer a warranty?
We stand behind the quality and craftsmanship of our products. Our shoes are made to last, and we offer a manufacturing warranty against defects in materials and workmanship for a specified period from the date of purchase. This warranty does not cover normal wear and tear, or damage caused by improper care or accidents.

6. Privacy & Security

Is my personal information secure?
Absolutely. Your privacy and security are paramount to us. lusanafootwear.com uses industry-standard encryption technology to protect your data. We do not share your personal information with third parties for marketing purposes. We are committed to maintaining the confidentiality and integrity of your information. For more details, please review our full Privacy Policy, available on our website.

We hope this FAQ section has answered your questions. Thank you for choosing Lusana Footwear. We are honored to be a part of your journey and look forward to providing you with exceptional service and style.