Care & Shipping
Everything buyers ask before ordering. If your question is not here, write to care@lietamilano.com — a person answers, usually within a day.
Ordering
Why is there no “Add to bag” button?
We are currently taking waitlist registrations rather than orders. Each piece is made in a small Drop, and we open the Drop to the waitlist first so we make the right number of the right bags rather than guessing. Join the list on any product page and you will be emailed when that piece opens — waitlist members get a 48-hour window before anyone else. There is no charge to join and no obligation.
How large is a Drop?
Typically 20–30 pieces per colourway. We would rather sell out than hold stock we had to discount.
Can I see a bag before I buy?
We have no boutiques — that is a large part of why the price is what it is. What we do instead is return anything free within 30 days, so you can decide with the bag in your hands.
Shipping
What does shipping cost?
Nothing, to every country we ship to. Every order travels by DHL Express, fully tracked and insured for its full value until it reaches you.
How long does delivery take?
Orders placed Monday to Friday before 12:00 CET are dispatched the same business day; later orders, weekends and public holidays go the next business day. Transit is typically 2–4 business days to the EU, the UK and Switzerland and 4–10 business days elsewhere. You get a tracking link as soon as the carrier collects the parcel.
Will I pay customs or duties?
No. Duties and import taxes are included, wherever we ship. Inside the European Union, VAT is already in the price. Everywhere else we ship duties-paid and settle any import charges with DHL ourselves, so there is nothing to pay on delivery and no customs bill afterwards.
Does someone need to sign for it?
A signature is required on high-value parcels. If nobody will be home, use a workplace or a parcel-shop address at checkout.
My parcel is late.
Email care@lietamilano.com with your order number and we will chase the carrier directly. If a parcel is genuinely lost, we replace it free of charge.
Returns and exchanges
How long do I have?
30 days from delivery, wherever you are. In the European Union you additionally have the statutory 14-day right of withdrawal — our 30 days is the longer, more generous window and it is what we honour.
Do returns cost anything?
No. We email a prepaid, tracked return label and the parcel is insured by us in transit. Both outbound and return shipping are on us.
How do I return something?
Email returns@lietamilano.com with your order number. We reply within 24 hours with the label. Drop the parcel at any carrier point or book a free collection.
What condition does it need to be in?
Unused and as it arrived — no signs of wear — in its original box with the dust bag, authenticity card, care leaflet and tags attached. Personalised or made-to-order pieces cannot be returned unless faulty.
When do I get my money back?
We inspect returns within 2–3 business days and refund to your original payment method within 14 days of receiving the item. Banks usually take a further 5–10 business days to show it.
The full terms are in our returns policy and shipping policy.
The bags
What leather do you use?
Full-grain vegetable-tanned Italian calf — principally Walpier Buttero from Tuscany — dyed all the way through the hide, so a scratch reveals more of the same colour rather than a pale core. We explain how it behaves in our guide to Buttero.
Where are they made?
Cut and stitched by hand in Italy, in the Tuscan leather district around Florence that supplies a great deal of the European luxury industry. The brass hardware is hand-plated in Arezzo.
Will the leather change?
Yes, and that is the point. Vegetable-tanned leather darkens, softens and takes on a sheen with use. It will also mark in the first months. If you want a bag that looks identical in five years, buy a coated leather — from us or anyone else, veg-tan will not do that.
How do I care for it?
Less than you have been told. Wipe with a soft dry cloth. Condition about every six months with a neutral cream — no more often. Keep it in the dust bag, avoid prolonged rain and direct sun, and do not overfill a structured bag. Water marks on vegetable-tanned leather are real, so do not carry it as an umbrella. Everything else is in our full care guide.
Why are you so much cheaper than the big houses?
Because there are no boutiques, no ambassadors and no fashion-week budget inside the price. We use the same tanneries and the same district, and sell direct. That is the whole company.
Still need us?
General questions: care@lietamilano.com. Returns: returns@lietamilano.com. We answer every email ourselves.
The joy, not the markup.