La Sportiva customer service — practical, expert guide

La Sportiva, founded in 1928 in the Italian Dolomites, is a specialist brand for climbing, trail running and mountain footwear. Customer service for a technical brand like La Sportiva must balance warranty obligations, technical repair capability (resoling, rand repairs, ski-boot adjustments) and fast, documented responses for consumers and retailers. This guide explains how La Sportiva customer service typically works, how to prepare a claim, expected timelines and realistic costs so you can resolve issues without guesswork.

Contact channels and how to reach the right team

The single authoritative source for contacts, warranty rules and the official service portal is the company website: https://www.lasportiva.com. From the home page use the “Contact” or “Assistance/Service” links to open the regional customer service pages — these pages list the appropriate email form and the regional phone numbers for Europe and North America. Using the regional portal ensures you receive policy and shipping instructions tailored to your country (VAT, customs and returns vary by region).

Common contact channels you will need to use: online ticket form (preferred for traceability), direct customer service email (attach photos), phone line for urgent matters, and social-media support for status checks. When you contact La Sportiva, always include order number/receipt, SKU or model name (for example: “Miura VS – size EU 42”), and three high-resolution photos (top, sole, close-up of defect). If you need an immediate, documented response for a retailer claim, request a ticket number and an expected SLA (service-level agreement) in writing.

Quick list: essential contact elements to provide

• Order number and date of purchase (invoice or receipt PDF).
• Model name and SKU (printed on the box or inside the shoe), size and color.
• High-resolution photos from three angles + close-up of defect, plus short video for dynamic issues (noise, rubbing).
• Shipping address, phone, and preferred contact hours (CET for Europe, local time for North America).

Warranty, returns and regional legal guarantees

La Sportiva operates within regional consumer-law frameworks. In the European Union you are protected by the statutory 24-month legal warranty for defects that existed at delivery; proof of purchase (receipt or invoice) is required. In other markets such as the United States, many manufacturers and retailers operate under a 12-month limited warranty for manufacturing defects — the precise duration and coverage depends on the regional website and the channel you purchased through (official e-shop vs third-party retailer).

Warranty coverage typically includes manufacturing defects (seams, glued sole separation due to workmanship, faulty components). It excludes normal wear-and-tear (worn rubber, abrasion on soles after normal use), damage from misuse (chemical exposure, motorized transport), or unauthorized repairs. If a defect is confirmed, standard remedies are repair first, then replacement or refund if repair is impossible. Always open a ticket within 30 days of discovering the defect — many service teams will request this timeline to expedite warranty evaluation.

Repairs, resoling and maintenance: realistic timelines and prices

La Sportiva shoes are often resolable; resoling is a common, sustainable repair that many La Sportiva owners choose. Typical resoling costs for climbing and approach shoes range from approximately €35–€120 in Europe depending on sole compound (Vibram XS Edge or FriXion) and whether the rand must be rebuilt. Turnaround for resoling is commonly 2–6 weeks from receipt at the repair center, but can extend during peak seasons (spring climbing season or autumn boot servicing).

For ski boots, liners and performance footwear requiring shell work, expect higher labor and parts costs: €60–€200 depending on heat-fitting, shell trimming, or custom footbed installation. If a repair requires replacement parts not in stock, La Sportiva will provide an ETA and a cost estimate before proceeding. Always request an itemized estimate in writing and a return-tracking number once the shipment is sent back to you.

Practical shipping and customs advice

When shipping items for repair from outside the EU to an EU service center, declare the package as “Returned goods for repair — not for resale” and include a copy of the original invoice to avoid import duties. Typical shipping costs inside the EU: €10–€25 tracked; international shipping: €25–€80 depending on courier and insurance. Insure valuable items for at least the retail value to protect against loss in transit.

How to open a service case and speed up resolution

Follow this process to ensure the fastest possible outcome: first, check the regional service/assistance page on the La Sportiva website and open a ticket using the online form. Attach the order/invoice and photos. Expect an initial acknowledgement within 48–72 hours and an estimated next step (repair estimate, replacement authorization, or return instructions). If the item was purchased from a third-party retailer, contact the retailer first — many returns and warranty claims must be initiated through the original seller.

Maintain clear documentation: keep email threads, ticket numbers, shipping receipts and the courier tracking codes. If a claim goes beyond a reasonable timeframe (for example, no updates after 4 weeks for a repair during peak months), escalate politely by asking for a supervisor or regional manager and reference the ticket number and dates. Most reputable brands resolve escalations within 7–14 business days once escalated.

Checklist: what to include in the initial service request

• Order number + purchase date + retailer name (if not directly from La Sportiva).
• Photos and short description: when and how the problem occurred, mileage/use hours for trail shoes.
• Preferred remedy (refund, replacement, estimate to repair) and willingness to pay for non-warranty repairs.
• Shipping preference (courier account, pre-paid label request) and whether you need a formal estimate prior to repair.

By preparing clear documentation, using the official regional portal, and understanding typical cost and timeline expectations (resoling €35–€120, repair lead time 2–6 weeks, EU warranty 24 months), you’ll maximize your chance of a fast, fair outcome with La Sportiva customer service. For the latest, region-specific contact details and forms, always consult the official website at https://www.lasportiva.com before sending any goods.

Do on shoes have a guarantee?

Limited Warranty
For defects resulting from production or material errors, On shall provide the customer with a replacement product free of charge.

Where does La Sportiva ship from?

All of our retail orders are shipped from our warehouse in Boulder, Colorado using FedEx Ground, USPS Priority Mail, or FedEx Ground International depending on where you are located and the shipping method of your choice.

Can La Sportiva be resoled?

We have a list of authorized cobblers on our return and warranty page that you can contact for a resole or repair.

What company owns La Sportiva?

the Delladio family
Founded in 1928 by Narciso Delladio, a shoemaker from Tesero (Trento, Italy) and still 100% owned by the Delladio family, it is based in Ziano di Fiemme at the foot of the Dolomites and has been operating in the outdoor footwear industry for almost 100 years and recently extended its expertise into the apparel segment …

Do La Sportiva shoes have a warranty?

FOOTWEAR (NON-SKI) WARRANTY POLICY
Only original La Sportiva materials and workmanship are covered under Warranty. This warranty does not cover wear and tear, improper fit, improper use, or improper care. There is no implied life span of a shoe, due to the variables that can affect footwear.

Is La Sportiva made in China?

Where are La Sportiva shoes manufactured? La Sportiva brand products sold in North America are manufactured in six factories. Our factories in Italy manufacture about 60% of our products. Factories in China and Vietnam manufacture 28% and 12% respectively, but this number is always changing.