FAQ
We are always available to answer any of your questions
However, we have listed the most frequently asked questions
DOMANDE GENERALI
Do I need to register on the site to place an order?
To order, registration is not mandatory, you can proceed with the purchase by adding your products to the cart and entering at the checkout the data necessary for the delivery of the order.
What are the benefits of registration?
You do not need to register to place an order. But it's completely free, and you can:
Place an order with a few clicks (without filling in your details every time)
– Check the status of order and history whenever you want
– Keep items in your CART so you don’t have to select again next time
How to place an order on the website?
It's so simple! After you have decided what to buy, select your heel/heel size and height and click on “BUY” to add the products to your cart.
On the “CART” page you will find the order summary with the list of items you have selected and the total. At this point, if you’ve changed your mind or there’s something you want to add, you can still do it. Click “X” to delete an item from your cart.
To proceed and complete the order click on “CLOSE ORDER”. On the checkout page you can enter your personal data and choose the payment method you prefer to finalize the order. Then complete and finalize the order by clicking on “ORDER”
Was my order successful? Why did I not receive confirmation?
After each order you will receive an “Order Confirmation” email in your email box. Also check your spam box. In fact, some mail servers mistakenly send them the Order Confirmation. Always take note of your order number!
If you do not receive any “Order Confirmation” email, or for any questions you can contact WhatsApp Customer Service
Can I cancel or modify the order?
It may be possible to cancel an order within 2-4 hours， please contact us immediately. Requests received within this timeframe will be processed free of charge. Please email us at luoyaweimaoyi@gmail.com to request a cancellation.
Once the order begins processing in our system, we may be unable to amend it. Please take extra care when placing an order, as we do not accept any changes on orders that have already been processed. By placing an order, you expressly agree to follow and abide by these terms.
PRODUCT INFORMATION
A specific style is not available on the website. Is it available in-store?
To find out if there are any styles available in the store, please contact us directly
What size should I choose?
You can find the size chart on the page and select the appropriate size
How do I care for my Maison Ernest shoes?
You’ll find all our care instructions on theProduct carepage.
SPEDIZIONE E RESI
What is the delivery time?
Warning: the product is created after your order, according to your request. For this reason, it takes 7-15 working days for the product to be produced and 12-28 days for delivery by the Courier.
How can I track my order?
You may track your order by logging onto your customer account or by using the tracking number sent to you by email.
I haven’t received my order yet. What should I do?
If you haven’t received your order, you may track its status through your customer account or using the tracking number sent to you by email.
If you haven’t found an answer to your question, please contactCustomer Service, indicating your order reference number.
Regarding returns?
• Because all luoyawei pieces are handmade-to-order, we are unable to accept returns, exchanges, or refunds.
• Each item is specially crafted just for you, and once production begins, it cannot be canceled or modified.
• We kindly ask you to choose carefully and reach out if you have any questions before placing your order.
• Our team is always happy to assist you with sizing, color selection, or product recommendations to ensure you’ll love your purchase.