Frequently asked questions
To place your Bottega Veneta online order, please follow the steps below:
- On the selected product page, select the desired colour/size and add the item to your shopping bag
- Click on the shopping bag icon on the top right of the website
- Once on the shopping bag, select the desired quantity and proceed to checkout
- Enter your shipping and payment details
- Check that the information you entered is correct and click on "Place order"
You will be able to place your order with your Bottega Veneta account or as a guest. Please note that only by placing your order with an existing account, you will be able to use your saved shipping and payment information, or benefit from the Certificate of Craft on a selection of items.
A few minutes after placing your order, you will receive a confirmation email with all the order details. You will also be notified with another email as soon as your order has shipped.
If you need assistance with placing your order, feel free to contact our Customer Care. We will be glad to assist you or place your order on your behalf.
You can also place your online order through some selected Bottega Veneta boutiques: simply choose the item you want to purchase, provide your details, and our staff will take care of your request.
Orders with available stock are processed quickly to ensure that they arrive to you as soon as possible. For this reason, orders cannot be cancelled or modified once they have been confirmed.
You are welcome to return or exchange your order once received as indicated in our Return & Exchange 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 soon be. An estimated delivery date is indicated for each pre-order item on the product page.
If your order consists of a mix of currently available and pre-order items, the products will be dispatched separately at two different times. If your order consists of pre-order items with different delivery dates, the products will be shipped separately as soon as each item is ready to be shipped.
We handcraft our products with extreme care, this can result in longer production times that can postpone the initial estimated shipping date of your pre-order.
The purchase of pre-order items can only be made via credit card. Once you have completed your order, we will ask your bank to verify the details supplied. The validity of your credit card will be confirmed through a payment authorisation for the total amount of your pre-order value for 7 days. When your order is ready to be shipped, a new authorisation will be processed on your credit card to validate the payment. You will only be charged once your order has shipped. Please note that in case the new authorization doesn't go through, you will be requested to insert your payment details again.
You can always check the status of your order by logging in to the Bottega Veneta account used to place the order, and checking your order history.
If you do not have a registered account, you can check your order status here by simply entering the order number and the email used to place the order.
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 signature green Bottega Veneta packaging, elegantly tied with a black ribbon. 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.
Our Customer Care is not available on the following public holidays:
• January 1st, New Year’s Day
• April 21th, Easter Monday
• May 1st, International Worker’s Day
• June 2nd, Republic Day (Italy)
• August 15th, Assumption Day
• November 1st, All Saints’ Day
• December 8th, Immaculate Conception
• December 25th, Christmas Day
• December 26th, St Stephen’s Day
We accept the following payment methods:
CREDIT CARDS:
Visa, Mastercard, American express, Maestro
The total amount will be charged to your card once your order has 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 per order. It is however possible that the amount may appear twice on your bank statement. The first entry corresponds to the payment authorisation request that is made when you place the order, the second confirms the actual charge.
PAYPAL:
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 PayPal website.
APPLE PAY:
Apple Pay is available for all users browsing the website from an Apple device. You can pay using Apple Pay directly on the cart page, or while completing the payment at checkout.
KLARNA:
Klarna offers 3 flexible payment options with no additional cost when you pay on time, upon your preference :
1) Pay now: Pay the entire amount instantly, either via online banking or direct debit.
2) Pay in 30 days: Payment will be processed once the order has been delivered.
3) Pay in installments: Payment will be processed in 3 installments.
Please note that Klarna is not offered as a payment option for pre-orders.
Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.
All our prices are inclusive of VAT. You can download the invoice for each order directly from your shipping confirmation email.
Please note that once your 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 such as the the 16 digit card number and card type are correct.
- 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 that you:
- Check that the selected card or method of payment is active and has not expired
- Ensure that the billing address entered matches that of the credit card or payment method used for payment
- Update your credit card details directly in your Bottegaveneta.com account or add a new credit card at checkout
- Modify your billing information at checkout if necessary
- 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 with an average delivery time of 1-3 working days.
You will receive an email with your tracking number once your package has shipped. Please check the number of boxes delivered and make sure 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 indicated in writing on the courier's delivery documents. Our couriers 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 us. 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.
Unfortunately, it is not possible to choose a specific delivery date and time.
You can find all information related to your order including its delivery status in the Order History section of 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.
Unfortunately, we are unable to ship orders to General Delivery or P.O. Boxes. Orders made to any of these addresses will be cancelled.
The delivery address of your order must match the country in which you place your order. Orders made from a different country than the delivery address will be automatically cancelled.
If you would like to ship your order to a different country, please make sure to select the correct country via the link located at the bottom 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* within 30 days from the delivery or pick-up date by following the steps below. Returns are complimentary and must be made in the country of purchase.
1. Fill out the online return form by clicking on "Return" on the order details section of your account and print the return shipping label that will be sent to you via email. In this way, only necessary shipping labels will be printed in order to reduce waste and useless consumption of resources. Once your request has been made, we invite you to return your order within 30 days.
2. Make sure your item(s) are returned with all tags attached and in their original condition including gift packaging.
3. Place the item(s) in the original shipping box and attach the return shipping label over the initial delivery label.
4. Contact DHL-Express to arrange a pick-up at your convenience or drop off your return at one of the carrier’s access points.
Once your package reaches our warehouse, please allow 5 to 7 working 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 a confirmation email.
For further information on the conditions for returns, please visit the Return Policy page on our website.
You can return items* purchased at Bottegaveneta.com to a store within 30 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.
If you opt to return your order in store, do not start your return online. Simply bring in your package and have your order number ready. Please visit the store locator on bottegaveneta.com to find the nearest store.
On behalf of our clients, our boutiques will facilitate a return by shipping parcels back to our warehouse. Upon arrival and acceptance of the returned parcel and merchandise, a refund will be administered. Kindly note, returns are not possible in department stores or outlet locations.
*Exceptions apply: underwear, swimwear, earrings, personalised products.
You can return an item purchased in-store within 14 days of the date of purchase. Bottega Veneta accepts returns in the country of purchase in exchange for store credit under the following conditions:
1. You have proof of purchase
2. Your item(s) are returned unworn, in their original condition and with all tags attached including gift packaging. Full price products of all categories are accepted with the exception of fragrances, promotional sales, and customised products.
Unfortunately, items purchased in outlet stores cannot be returned in Bottega Veneta boutiques.
You can check your return status at any time in My Account.
You can exchange selected items* purchased on BottegaVeneta.com within 30 days of the delivery or pick up date. Exchanges are complimentary. Please note that exchanges can only be done for the same item/price, but in a different size and/or color. Your new item will be shipped to the same delivery address selected for the initial order. It is possible to make a maximum of two exchanges for the same item.
To process an exchange, please follow the instructions below:
1. Fill out the online exchange form by clicking on "Exchange" in the Order History section of your account and print the return shipping label that will be sent to you via email. In this way only necessary shipping labels will be printed in order to reduce waste and useless consumption of resources. Once your request has been made, we invite you to return your order within 30 days.
2. Make sure your item(s) are returned unworn, in their original condition and with all tags attached, including any gift packaging.
3. Place the item(s) in the original packaging and shipping box, and attach the return shipping label over the initial delivery label.
4. Contact your carrier to arrange a pick-up at your convenience or drop off your return at one of our carriers' access points.
5. Your new item will be shipped once we receive your package.
Once we receive the package, we will examine it to verify its condition. Please allow 5 to 7 working days (depending on peak times) for your return to be processed. Once your return has been accepted, you will be refunded and will receive a confirmation email. When the new item is shipped, a new transaction will be made on the original payment method.
*Exceptions apply: underwear, swimwear, earrings, personalised products.
If you haven't received an email with a return label after placing your order, please contact our Customer Care and we will be happy to assist you.
Please note that you will not receive a return label for non-returnable items such as underwear, swimwear, earrings, personalized products.
For security reasons, we are unable to refund a different credit card than 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.
Most products on bottegaveneta.com can be reserved in store depending on availability. You can reserve an item by clicking on the "Discover in store" button available on the product page and filling out the form, or by contacting our Customer Care.
The reservation is not guaranteed and a Client Advisor will confirm the availbility shortly after the request is completed.
Bottega Veneta offers you the possibility to make an appointment in a store of your choice. From the Store Locator on our website, choose which store you would like to visit and fill in the appointment request. You will be contacted back from a Client Advisor to confirm the time and date of your visit.
This service is only available in selected stores.
We offer a range of repair services for products purchased on bottegaveneta.com and in Bottega Veneta stores. All products are repaired by our expert artisans in order to ensure enduring quality.
If you wish to have your product repaired, please visit a Bottega Veneta store or contact our Customer Care for further information. Not all repairs are possible, however we will do our best to fulfill your request.
Please note that certain repair services could require an extra charge.
The Certificate of Craft is a complimentary care service offering the possibility of benefiting from reparation services. This service is only offered on a selection of bags. You will only be able to benefit from this service by placing your order with your registered Bottega Veneta account. Discover more here.
Fragrance orders may experience a brief delay in processing and delivery.
You can find the list of ingredients for our perfume on the product box as well as on the dedicated product page on our website.
With every fragrance purchase, you will receive a complimentary 2.5ml sample.
Our perfumes are carefully formulated and tested to minimize the risk of skin irritation. In case of irritation or allergy due to one of our product, please contact our Customer Care Services
Our perfumes have never been tested on animals.
We recommend that you conserve your fragrances in a temperature-controlled environment, away from direct sunlight, heat and humidity.
If you have any questions about your perfume purchased online, whether about the fragrance, delivery or return, our Customer Care team is at your disposal to offer you full assistance.