My experience with the eshop was pretty lousy. I was interested in a cashmere sportscoat, I emailed them a few times regarding size but no reply. I still ordered my regular size and surprise the coat was not 100% cashmere as announced but only 30%!
I contacted them again about this and no reply! I finally contacted Lucca via his Facebook page and the reply was more or less "thanks for the headsup its an error on our website and we'll make the change" not the reply I was asking for!
I finally got a mail from Marcella Rubinacci offering a refund. I decided to keep the jacket just because it was so nice but was hopping for some kind of gesture like their book once I hinted about it :-) but did't get even an appology!
Anyway if you don't hear back from them send me a PM and I'll give you Marcella Rubinacci's mail.
Quick follow up. Rubinacci eShop quickly responded to my e-mail query and shipped out the missing tie posthaste. It is now in my possession. Pretty good customer service.