Welcome to Bottega Veneta's Customer Care.
Find out more about our policies and FAQs.
Our advisors will be happy to assist you with all other enquiries.
Book an appointment in store by contacting us via chat, phone or email.
To make purchases on Bottegaveneta.com it is necessary to register. By creating an account you will access exclusive areas and services dedicated to our customers.
Item search :
To easily browse our catalog, select a category from the navigation menu. If you wish to find something more specific, use our filters or the website search option.
Product information :
On each product page, you will find all available sizes and colors, a description and the composition of the item. Click on the product image to zoom in and see all of the details.
How to order :
- From the item page, select the desired color and size of the product
- Add the product to your Shopping Bag
- Once you have finished shopping, click on Shopping Bag
- Select a shipping method and a payment method
- Enter your shipping details and on the following page, your payment details
- Check that the information you entered is correct and click on "Proceed to checkout"
After a few minutes you will receive a confirmation email with the details of your order. From this moment on, we will take care of everything and as soon as the order is shipped we will notify you with another email.
Unfortunately orders cannot be cancelled once they have been confirmed. You are welcome to return your order once received as indicated in our Return Policy. For further help please contact our Customer Care.
A pre-order is the reservation of an item that is not yet available for sale, but will be soon. An estimated delivery date is indicated for each pre-order item on the product page.
For mixed order consisting of currently available and pre-order items: the products will be dispatched at two different times.
Order consisting of pre-order items with different delivery dates: the products will be shipped separately as soon as each item is ready to be shipped.
In any case, you will receive a confirmation email as soon as the package is shipped.
The purchase of pre-order items can be made with credit card only.
Once you complete your order, we will ask your bank to verify the supplied details; the validity of your credit card will be confirmed through a payment authorization for the total amount of your pre-order value for 7 days. When the order will be ready for shipment, a new authorization will be processed on your credit card to validate the payment. However, you will be charged only once the package is being shipped.
You can check the status of your order and track its delivery at any time in your personal account.
All our orders are delivered in a branded packaging. Each item is presented in its own case and placed into a plain package with paper fillers to keep it anonymous and protected during the shipping process.
By selecting the gift option at checkout, your order will be delivered in a Bottega Veneta box with our signature green knot closure and inserted into a plain package with paper fillers to keep it anonymous and protected during the shipping process. Please note that the gift receipt will not include any pricing information.
While completing your order, you will be requested to write a personalized message which will be printed on a card, inserted into an envelope, and included in your box.
Customer care is not available during the following holidays:
• New Year’s (January 1st)
• Easter Monday
• Labor Day (May 1st)
• All Saints' Day (November 1st)
• December 8th
• Christmas Day
We accept the following payment methods:
- Visa, Mastercard, American express
The total will be charged to your card when the order is shipped.
Bottegaveneta.com features a fast checkout option, allowing you to save your credit card details so that you don't have to re-enter them for future purchases.
Bottegaveneta.com guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorization request that is made when you place the order; the second confirms the actual charge.
Easily shop online without having to enter your credit card details on the website. Your account will be charged once the order is completed.
To register for a new paypal account, visit the website paypal.com
As soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds. The card is not charged at this time: the actual payment is completed when the order is shipped.
Our prices are inclusive of VAT. For each order, you will be able to download the invoice directly in the shipping confirmation email.
Please note: once the order has been confirmed, there is no way to modify the details you have entered and it is not possible to issue a new invoice.
If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider. Before doing so, please ensure that:
- the card details or payment information entered are correct. For instance, your 16 digit code is correct and that you have selected the right card type
- the 3 or 4 digit security number is correct
- your credit card has not expired
If you have saved your card details or payment information we also recommend you to:
- check that the selected card or method of payment is active and that it has not expired
- ensure that the billing address matches the credit card or payment method used for payment
- update your credit card details directly in “my account” or you can add a new credit card at the payment step
- modify your billing information at the payment details step
- supply a correct 3 or 4 digit security number for the selected card or payment method
If you would like further assistance, please contact our Customer Care.
We offer complimentary express shipping. Average delivery time : 1-3 business days
You will receive an email with your tracking number once your package has been shipped. For security reasons, your purchases will require a signature upon delivery. Please check the number of boxes delivered and make sure the package is not damaged in any way. Any damage to the packaging and/or the product or any discrepancy between the number of boxes delivered should be immediatedly notified by indicating in writing on the courier's delivery documents. Our courier delivers from Monday to Friday during business hours and will make three delivery attempts. After the third failed attempt, your order will be returned to the sender. Please note that once you have placed an order, it is no longer possible to modify your shipping address.
All orders are processed automatically and we are unable to expedite or delay shipping times.
Bottega Veneta offers you the possibility to pick up for free in a store the items you ordered online. During the checkout process select "Pick up in Store" and choose which store you would like to have your order delivered to. You will receive an email as soon as your order is ready to be picked up at the store.
In order to pick up your order, you will need to bring with you :
- A valid ID
- The email confirming that your order is ready for pick up (printed or on a mobile device)
If someone is collecting an order on your behalf, they must bring :
- A copy of your valid ID
- A valid ID of the person collecting
- The email confirming that your order is ready for pick up (printed or on a mobile device)
- a letter of authorisation.
If the item is not picked up within 15 days of delivery to the store, the order will be returned and we will issue a refund.
You can find all information related to your order and its delivery status in your Order History section within your personal account.
If your order has not been delivered within the estimated period, we suggest you:
- Check your order's delivery status in the Order History section of your personal account
- Check that the address indicated for the delivery is correct.
For further assistance, please contact our Customer Care and we will be happy to assist you.
We are unable to ship orders to General Delivery, P.O. Boxes. Orders made to any of these addresses will be cancelled.
The delivery address of your order must match the location site in which you place your order. Orders made from a different location site than the delivery address will be automatically cancelled. Please select the correct location site for your order from the link in the corner of every page.
Upon delivery, please make sure that the number of boxes delivered are as stated on the shipping confirmation email, and that the package is not damaged in any way. Any damage to the packaging and/or the product or any discrepancy between the number of boxes delivered should be immediately notified by indicating the condition of the parcel (damaged package, open box...) In writing on the courier’s delivery documents, under your signature.
You can return any item* purchased on Bottegaveneta.com within 14 days from the delivery or pick up date. Returns are complimentary and our orders come with a prepaid return label. Please note that all returns must be returned in the country of purchase.
To process a return, please follow the steps below:
1. Fill out the online return form by clicking on "returns" in your order history in my account. After submission of your request, we invite you to return your order within 14 days.
2. Make sure your item(s) are returned unworn, in their original condition and with all tags attached including gift packaging.
3. Place the item(s) in the original packaging and shipping box and attach the enclosed return shipping label over the initial delivery label.
4. Contact DHL to arrange a pick-up at your convenience or drop off your return at one of the carriers access points.
Once your package reaches the warehouse, please allow 5 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. Once your return has been accepted, you will be refunded and will receive an email confirming this.
For further information on the conditions for exercising your right to return, please visit our return policy.
You can return items* purchased at Bottegaveneta.com to a store within 14 days, just follow the steps listed below :
1. Make sure the items are in the original condition, all tags and packaging included
2. Put the items into the original box and bring them to one of our stores, along with a purchase proof and the return label.
You can only return items within the same country the parcel was delivered. Stores in different countries will not be able to accept your returns.
On behalf of our clients, free standing stores will facilitate the return process by shipping parcels back to our warehouse. Upon arrival and acceptance of the returned parcel and merchandise a refund will be administered. Kindly note that returns are not possible in department stores or outlets locations.
*Exceptions apply: underwear, swimwear, earrings.
Bottega Veneta accepts returns in the same country of purchase in exchange of a store credit.
The returned product is accepted under the following conditions:
1. Proof of purchase
2. Item in perfect conditions, with the original labels and tags and their packaging for shoes and jewels.
Full price products of all categories are accepted except fragrances, promotional sales, customized products.
Returns are not accepted in Bottega Veneta stores for products purchased in the following channels:
- Outlet stores
You can check your return status at any time in My Account.
For exchange inquiries, please contact our Customer Care.
If you have lost your pre-paid return label, please contact our Customer Care and we will be happy to assist you.
For security reasons, we cannot refund a credit card that is different from the one used for the purchase.
If you've forgotten your password, click on the "Forgot your password?" link on the Login page and follow the instructions to change it.
For further assistance, contact our Customer Care and we will be happy to assist you.
If you'd like to cancel your Account, please сontact our Customer Care.
If you do no longer wish to receive our Newsletter, you can unsubscribe at any time by clicking on the Unsubscribe link featured at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.