Customer Care
CUSTOMER CARE
AT YOUR SERVICE
Lily Venus, exceptional care is woven into every interaction. From your first inquiry to years after your purchase, we're here to ensure your experience reflects the quality of our creations.
HOW WE CAN HELP
Order Assistance
- Order status and tracking
- Modification requests
- Delivery updates
- Payment inquiries
- Gift services
Product Support
- Size recommendations
- Style consultations
- Fabric and care information
- Availability inquiries
- Pre-order guidance
After Purchase
- Care instructions
- Alteration services
- Quality concerns
- Returns and exchanges
- Authentication services
Personal Shopping
- Virtual consultations
- Bespoke appointments
- Collection previews
- Styling advice
- Wardrobe curation
CONTACT OPTIONS
Email services@lilyvenus.com
- Response within 24 hours
- Detailed assistance
- Order history access
WhatsApp +39 348 8423854
- Quick responses
- Photo sharing capability
- Real-time updates
Phone +39 348 8423854
- Monday-Friday: 9:00 AM - 6:00 PM CET
- Saturday: 10:00 AM - 4:00 PM CET
- English and Italian
Live Chat
- Available on website
- Immediate assistance
- Monday-Saturday business hours
RESPONSE TIMES
We value your time and commit to:
- Email: Within 24 hours
- WhatsApp: Within 4 hours
- Phone: Immediate during business hours
- Live Chat: Under 2 minutes wait
Urgent matters receive priority attention.
SERVICES WE OFFER
Virtual Consultations
- Personal styling sessions
- Size and fit guidance
- Collection walkthroughs
- Bespoke design discussions
Appointment Booking
- Vicenza maison visits
- Virtual appointments
- Trunk shows
- Private viewings
Gift Services
- Gift wrapping
- Personal messages
- Direct shipping
- Gift receipts
Authentication
- Certificate verification
- Serial number checks
- Secondary market authentication
- Documentation services
CARE INSTRUCTIONS
General Guidelines
- Professional cleaning recommended
- Store in provided garment bags
- Avoid direct sunlight
- Use padded hangers
- Keep in climate-controlled space
Specific Care Each piece arrives with detailed care instructions. For additional guidance:
- Email photos of care labels
- Receive personalized advice
- Professional cleaner recommendations
- Restoration services available
ALTERATIONS & REPAIRS
Alteration Services
- Minor adjustments
- Length modifications
- Fit refinements
- Maintains design integrity
Repair Services
- Button replacement
- Seam reinforcement
- Zipper repair
- Fabric restoration
Contact us for quotes and timelines.
SPECIAL REQUESTS
We accommodate:
- Rush delivery
- Extended payment terms
- Custom packaging
- International shipping quotes
- Bulk orders for stylists
LOYALTY BENEFITS
As a valued client, enjoy:
- Early access to collections
- Exclusive previews
- Personal shopping services
- Priority customer care
- Special event invitations
FEEDBACK & SUGGESTIONS
Your voice shapes our service:
- Post-purchase surveys
- Service feedback forms
- Product reviews
- Improvement suggestions
We read and respond to every message.
FREQUENTLY ASKED QUESTIONS
Order Changes Can be made within 24 hours of placing order via email or WhatsApp.
Shipping Times
- Italy: 1-2 business days
- International: 4-7 business days
- Pre-orders: 12 business days + shipping
Payment Options
- Major credit cards
- Bank transfers
- Payment plans (orders over €3,000)
Returns 14 days for ready-to-wear (unworn, tags attached). Bespoke/haute couture final sale.
BUSINESS INQUIRIES
Wholesale Currently not available - maintaining exclusivity
Press ps@lilyvenus.com
Collaborations Limited partnerships considered
Styling Services Professional stylists contact services@lilyvenus.com
PRIVACY & SECURITY
- All communications confidential
- Data protected per GDPR
- Secure payment processing
- No information sharing
ACCESSIBILITY
We strive to serve all clients:
- Multiple language support
- Alternative communication methods
- Website accessibility features
- Accommodation requests welcomed
HOLIDAY SCHEDULE
Closed on:
- Italian national holidays
- August 15-20 (Summer break)
- December 24-26, 31-January 1
Limited hours during fashion weeks.
OUR PROMISE
Every interaction should feel as refined as our garments. If we fall short of this standard, please let us know immediately. Your satisfaction drives our dedication.
Lily Venus Customer Care services@lilyvenus.com +39 348 8423854