Question 1

How can I track my order?

Accepted Answer

To track your order, click the tracking link in the email or track the package hereentering the order number without the '#' symbol and without the initial letters.

Question 2

When is the payment charged on Credit Card and PayPal?

Accepted Answer

At the time of order confirmation, the amount is pre-authorized on the selected payment method. Once the order is actually prepared and ready to be shipped, the amount will be finalized and charged to the payment method used to place the order.

Question 3

Can I cancel an order?

Accepted Answer

You can cancel your order on your own only within 15 minutes of confirmation by clicking on “Cancel order” in the Order History section, if the order was placed by a registered user, or by clicking on the profile icon and then “Check your order” if it was placed as a guest.
After 15 minutes, it will no longer be possible to cancel the order, but you can always submit a withdrawal request once you have received the package.

Question 4

I received the tracking link, but it's not active yet. What does it mean?

Accepted Answer

If you see the message “tracking not active,” it simply means your order has been handed over to the courier, but tracking hasn't been activated yet. Try again after a few hours or the next day.

Question 5

Can I register with a business account?

Accepted Answer

There are no separate business or personal accounts. If you need to receive an invoice (only for Italy order), you can enter your billing information either during registration in the billing section or at checkout.
Make sure to provide all the required details to ensure the invoice is issued correctly.
If you need to change your billing informations, please contact Customer Service here.

Question 6

Where can I find the dimensions of the items?

Accepted Answer

You can find the dimensions of the items in each product sheet, in the Specifications section.

Question 7

What materials are the products made of?

Accepted Answer

Each product sheet indicates, in the Description section, the material the item is made of.

Question 8

Can I see user reviews or ratings for this product?

Accepted Answer

On each product page, you’ll find ratings and reviews left by our Dreamers, which you can check before choosing your next purchase!

Question 9

Other questions

Accepted Answer

Do you have any other questions or need help? Open a request by filling out the Form.

Question 10

When should I place my order to receive it by Valentine's Day?

Accepted Answer

Place your order no later than February 2nd to ensure delivery in time for Valentine's Day.

Question 11

How can I check the status of my order?

Accepted Answer

You can check the status of your order here by entering the order number (without the '#' symbol and without the initial letters) and the email address used to place it.
If you have an account, you can check it directly from your profile.

Question 12

Can I cancel an order?

Accepted Answer

You can cancel your order on your own only within 15 minutes of confirmation by clicking on “Cancel order” in the Order History section, if the order was placed by a registered user, or by clicking on the profile icon and then “Check your order” if it was placed as a guest.
After 15 minutes, it will no longer be possible to cancel the order, but you can always submit a withdrawal request once you have received the package.

Question 13

I made a mistake while completing my order, can I add, change, or remove products?

Accepted Answer

It is not possible to modify orders that have already been confirmed and are being processed. If you have just placed an order and need to change any details, you can cancel the order within 15 minutes and then place a new order.

Question 14

How are partial orders managed?

Accepted Answer

In case we do not have all the items available after order confirmation, we will make a partial delivery including only the items available at the time the order is prepared in the warehouse.
The payment, pre-authorized via the chosen method, will be automatically finalized for the amount corresponding to the items that will be shipped.

Question 15

Where do I receive the receipt or invoice for my order?
Is the invoice, receipt, or a detailed list with product prices included in the package?

Accepted Answer

If you placed an order on Legami.com, you will receive the receipt at the email address used when placing the order as soon as it’s ready to be shipped. No receipts or invoices are included in the package, only an order summary without prices.
It’s safe even if it's a gift!

Question 16

Is it safe to shop on Legami.com?

Accepted Answer

Consumer data for purchases on Legami.com is protected by our Privacy Policy, which you can review here.

Question 17

How do I know if my payment was successful?

Accepted Answer

Once the payment is completed, you will receive a confirmation email containing your order number and a summary of your purchase details.
Remember that you can check the status of your order at any time in the Orders and Returns section of your personal profile.

Question 18

When is the payment charged on Credit Card and PayPal?

Accepted Answer

At the time of order confirmation, the amount is pre-authorized on the selected payment method.
Once the order is actually prepared and ready to be shipped, the amount will be finalized and charged to the payment method used to place the order.

Question 19

My credit card was not accepted. Why?

Accepted Answer

Try checking if you have entered all your card details correctly and verify that your card is enabled for online purchases.
If you continue to experience problems, please contact our Customer Service by filling out the Form.

Question 20

I need to change my credit card details, how can I do that?

Accepted Answer

In the Personal Information section of your Account Area, you can independently edit your payment methods, including your saved credit card details.

Question 21

Can I use the Legami Gift Card for an online purchase?

Accepted Answer

Yes, you can use the Legami Gift Cards on Legami.com by selecting the "Gift Card" option at checkout and entering the Gift Card code.
If the balance on the Gift Card is insufficient, you can use other payment methods offered to pay the remaining amount.

Question 22

I have a discount code, how can I use it?

Accepted Answer

Enter the code in the "Do you have a promotional code?" field at checkout, making sure there are no spaces before or after the code.
Remember to follow the conditions stated when you received the discount code.
The coupon cannot be combined with other coupons and is not applicable to sale items.
If you have any other questions or need further support, please open a request by filling out the Form.

Question 23

How can I track my order?

Accepted Answer

To track your order, click the tracking link in the email or track the package hereentering the order number without the '#' symbol and without the initial letters.

Question 24

I received the tracking link, but it's not active yet. What does it mean?

Accepted Answer

If you see the message “tracking not active,” it simply means your order has been handed over to the courier, but tracking hasn't been activated yet.
Try again after a few hours or the next day.

Question 25

Can I change the delivery address?

Accepted Answer

For logistical reasons, it's not possible to modify the shipping address once the order is confirmed.
Before placing your order, ensure the address is correct.
You can cancel the order within 15 minutes of finalizing it and place a new one with the correct address.

Question 26

Where do you ship to?

Accepted Answer

Legami ships to Italy and several countries in Europe; you can find the full list here.

Question 27

Can I ship to an address different from the billing address?

Accepted Answer

Yes, you can enter a different shipping address during checkout.

Question 28

I live in Switzerland. Will I have to pay customs duties if I order from Legami.com?

Accepted Answer

No, since January 2024, customs duties are not applicable to our type of items.

Question 29

I can't track my order. What should I do?

Accepted Answer

If you need assistance with your order, please open a request by filling out the Form.

Question 30

Are the indicated delivery times guaranteed?

Accepted Answer

In some areas of the country, deliveries may be delayed depending on the destination or other factors such as strikes or issues beyond Legami's control.
For more information, check the delivery times here.
If you need further assistance, please fill out the Form.

Question 31

My order is marked as delivered, but I haven’t received it.

Accepted Answer

Have you checked that it wasn’t left by the neighbors or in the garden/entrance if available?
If you have already checked and need support, please fill out the Form, indicating the order number you are referring to, to receive assistance.

Question 32

My order was returned to sender, what should I do?

Accepted Answer

Please fill out the Form, indicating the order number you are referring to, to receive assistance.

Question 33

I didn’t receive everything I ordered, what can I do?

Accepted Answer

Was the package damaged upon delivery?
Did the external sticker show the Legami branding or was it different?
If small items are missing, please check the packing paper, as they sometimes get stuck or hidden in the folds.
Select the order from your order list and follow the steps to report what was not received if your order was placed starting from 09/09/2025.
If your order was placed before that date, please fill out the Form for assistance.

Question 34

I received the wrong item, what can I do?

Accepted Answer

Did you check if the name on the shipping label matches yours?
Select the relevant order from your order list and follow the steps to report the incorrect item if your order was placed starting from 09/09/2025.
If your order was placed before that date, please fill out the Form to receive support.

Question 35

I received a defective product, what can I do?

Accepted Answer

If the product you received is defective in any way, select the corresponding order from your order list and follow the steps to report the issue.
Make sure to describe the defect, include the batch number found on the packaging (alphanumeric code), and attach photos and/or videos clearly showing the defect, if your order was placed starting from 09/09/2025.
If your order is older, please fill out the Form for support.

Question 36

I received one or more damaged products, what should I do?

Accepted Answer

If one or more items in your package were damaged during shipping, select the order from your order list and follow the steps to report the damaged products if your order was placed starting from 09/09/2025.
If your order was placed before that date, please fill out the Form for assistance.
Don’t forget to take and attach photos and/or videos of the damaged products or packaging.

Question 37

I made a purchase at a Legami Boutique, how can I return it?

Accepted Answer

You can return the product to any Legami Boutique in Italy within 30 days from the date of purchase, by presenting the receipt at the checkout. You will be offered either an immediate exchange or a store credit (valid for 12 months).
Find the nearest store using our Boutique Locator.
The item must be intact and sealed in its original packaging.
It is not possible to return a product online if it was purchased in a physical store.

Question 38

I purchased from a retailer. Can I make a return?

Accepted Answer

You can contact the retailer directly to inquire about the return of one or more products.
It is not possible to return items online if they were purchased from a third-party retailer.

Question 39

I have made a return, what happens next?

Accepted Answer

Once we have received and assessed the condition of the returned item(s), you will receive a refund for the purchase price using the same payment method as the original transaction, excluding any return shipping costs.

Question 40

After registering on the site, I still haven't received the email to activate my account. What should I do?

Accepted Answer

If you’ve already checked that the email hasn’t gone to your Spam or other folders, please contact our Customer Service by filling out this Form.

Question 41

My account appears as unconfirmed. What can I do?

Accepted Answer

Please follow the confirmation request sent by email; also check your spam folder.

Question 42

I can’t log in to the site.

Accepted Answer

If you forgot your password, you can request a new one from the login page by clicking “Forgot password?”.
You will receive an email shortly with instructions to reset your password.
If you have just created an account, you might still need to complete one step!
Check your inbox for the email containing the link to activate your account, and also check your spam folder if you don’t see it.
For further assistance, please contact Customer Service by filling out the Form.

Question 43

I need to update my account information, how can I proceed?

Accepted Answer

In the Personal Data section of your account, you can update your name, phone number, password, and payment methods.
The email address used to register cannot be changed.
If you want to change it, you will need to delete your account and register again.
If you need to change the country of your account or your billing informations, please contact Customer Service Form.

Question 44

I need to change the shipping or billing address on my account. How can I do that?

Accepted Answer

In the Address Book section of your account, you can update both addresses yourself.

Question 45

I don't remember the password to access my account.

Accepted Answer

If you forgot your password, you can request a new one from the login page by clicking “Forgot password?”.
You will receive an email shortly to reset your password.

Question 46

Can I register with a business account?

Accepted Answer

There are no separate business or personal accounts.
If you need to change your billing informations, please contact Customer Service Form.

Question 47

How can I change my data processing consents?

Accepted Answer

In the Consent Management section of your Personal Area, you can update your preferences at any time.

Question 48

I want to delete my account. How can I do that?

Accepted Answer

In your Personal Data section of your Personal Area, you’ll find the “Delete Account” button, which allows you to proceed with the deletion independently.

Question 49

How can I subscribe to the Newsletter?

Accepted Answer

To subscribe to our Newsletter, scroll down the homepage of Legami.com to the “Newsletter” section and enter your email in the designated field.

Question 50

How can I unsubscribe from the Newsletter?

Accepted Answer

If you want to unsubscribe from the Newsletter, you can do it independently: open the email, scroll down, and click the dedicated unsubscribe link.

Question 51

How often is the Newsletter sent?

Accepted Answer

You will receive two Newsletters per week, on Tuesdays and Thursdays, where you can discover all the latest news from the Legami universe: new products, designs, promotions, and much more!

Question 52

I can’t use the discount code for reduced/free shipping on the website, what can I do?

Accepted Answer

Enter the code you received in the designated field during checkout, making sure there are no spaces before or after the code.

Remember that shipping costs are already waived if you reach the minimum threshold for free shipping, so in this case the coupon cannot be applied to the order.
Also, keep in mind that the coupon cannot be combined with other coupons and is not valid on promotional products.

If you have any other questions or need further assistance, please submit a request by filling out the Form.

Question 53

I have a discount code: can I use it at a Legami Boutique or retailer?

Accepted Answer

No, you can only use Legami discount codes on the online store.

Question 54

What does the Omnibus Directive say about promotions?

Accepted Answer

The Omnibus Directive (Directive (EU) 2019/2161), implemented in Italy through Legislative Decree 26/2023, requires that the public be inFormed of the "Prior Price" in the event of promotions or discounts on a product, i.e. the lowest price applied to an individual product in a specific sales channel (e.g. on a website or in a shop) during the 30 days prior to the start of the promotional offer.

Question 55

When did the new regulations on promotions as set out in the Omnibus Directive take effect?

Accepted Answer

The new regulations on promotions and announcements of price reductions took effect on 2 July 2023.

Question 56

What does 'prior price' mean for the purposes of the Omnibus Directive?

Accepted Answer

The "prior price" is the lowest price applied to an individual product in a specific sales channel (e.g. on a website or in a shop) during the 30 days prior to the start of the promotion and serves as the starting point for calculating the discount.
This means that the discount percentage offered to consumers as part of a promotion must be applied, not to the most recent sale price of the product, but to the lowest price at which that product has been sold in that sales channel (e.g. website or shop) during the 30 days prior to the start of the promotion.

Question 57

What amounts are available for the Gift Card?

Accepted Answer

At the time of purchase, the Gift Card can be loaded with an amount of your choice, with a minimum of €20 and a maximum of €300.
A maximum of 3 Digital Gift Cards can be used simultaneously for a single purchase.

Question 58

Voglio regalare una Gift Card acquistandola sul sito, in che modo viene inviata?

Accepted Answer

In fase d'acquisto della Gift Card potrai selezionare se inviare via la Gift Card direttamente al destinatario via e-mail o stamparla a casa.
Nel primo caso ti basterà indicare l'indirizzo e-mail della persona a cui vuoi regalare la Gift Card.
Nel caso volessi stamparla a casa potrai farlo selezionando l'opzione "Stampa a casa".

Question 59

On which channels can I use the Gift Card I purchased/was gifted?

Accepted Answer

It can be used to purchase all items available on Legami.com and in Legami Boutiques of the country of purchase, including books, and can be combined with any ongoing promotions up to the total value of the card used.
The Gift Card cannot be used for purchases at third-party retailers or to buy other Gift Cards.

Question 60

Where can I check the balance and expiration date of my Gift Card?

Accepted Answer

You can check the remaining credit and the expiration date by asking the staff of any Legami Boutique (except for those mentioned above).

Question 61

Can the Gift Card be reloaded?

Accepted Answer

The Legami Gift Card cannot be reloaded, resold, or converted into cash.

Question 62

Can the Legami Gift Card be refunded?

Accepted Answer

The Legami Gift Card cannot be refunded for its monetary value, neither in cash nor credited back to a credit card.
If the Card has any unused balance upon expiration, this value cannot be refunded.
In case of loss, theft, or damage (e.g., illegibility of the barcode or numeric code), the card cannot be blocked, refunded, or replaced.

Question 63

Can I use the Legami Gift Card to pay for an online purchase?

Accepted Answer

Yes, you can use Legami Gift Cards on Legami.com by selecting "Gift Card" as a payment option at checkout and entering the Gift Card code.
You can use a maximum of 3 Gift Cards per order.
If the balance on the Gift Card is not sufficient, you can use other available payment methods to cover the remaining amount.

Question 64

Can I select my favorite Boutique on Legami.com?

Accepted Answer

Use the Boutique Locator to find the Boutique closest to you, and if you want to mark a Boutique as your favorite, simply click the star icon.

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The most frequently searched questions

How can I track my order?

When is the payment charged on Credit Card and PayPal?

Can I cancel an order?