Our commitments
Customer Service Charter
Treating every online customer with the same care as someone who walks into the boutique. Public, measurable commitments.
Response within 48 hours
We respond to every inquiry (email, WhatsApp, chat) within 48 business hours, including during peak periods and sales. L’our support is in Italian and provided by the boutique team — people who know the products because they select, handle, and ship them every day.
Within 14 days of the return arriving
Once your return reaches our stockroom and passes the quality check, the refund is issued within 14 days using the same payment method used for your order. You’ll receive an email confirmation at every step: return received, check completed, refund issued.
1-3 business days in Italy, from our stockroom
Orders ship from the boutique’s in-house stockroom; the exception is NUDE glassware, which ships directly from the manufacturer. In Italy, tracked courier delivery usually takes 1-3 business days with standard shipping and 1-2 with express shipping. Each item is checked and hand-packed before shipping. Shipping times details.
Live stock, synchronized with the boutique
Our online catalog reflects actual stock availability. We work to eliminate order cancellations: if an item is unavailable, we’ll proactively contact you within 24 hours with an alternative or an immediate refund.
100% guaranteed
We are authorized retailers of all the brands in our catalog. Every garment, accessory and fragrance comes directly from the fashion houses or official distributors, with original labels, warranties and certifications.
Carefully prepared, just like at the boutique counter
Every order is packaged with quality protective materials. On request, we prepare gift wrapping with boutique-level care: the parcel arriving at your home should delight you just like one handed to you in person.
Personal service, just like in-store
Sizes, fit, styling, gift ideas: our team responds via WhatsApp and chat with personalized advice, not automated replies. For major purchases, you can request a dedicated consultation before placing your order.
L’reliability, documented
More than 4,600 verified reviews from customers, a family in fashion since 1917 and, since 2021, featured in the national rankings of multi-brand fashion online stores by Corriere della Sera with Statista and the German Institute for Quality and Finance with la Repubblica. If anything does not go as promised in this Charter, write to us at info@vittoriocitro.com: we reply personally.
Our word is our first contract.
A family in fashion since 1917.