faqs

To help you with your queries, we’ve compiled and answered a list of frequently asked questions below.

Select one of the following topics or browse through all questions by scrolling down.

ACCOUNT

Do I have to create an account to make an order?

You do not have to create an account to make an order, you are able to check out as a guest.

What are the advantages of creating an account?

Having an account enables you to easily review your order history, process returns and save your favourite articles, preferred delivery addresses and payment options.

What do I do if I can’t access my account?

It sounds obvious, but make sure that you are inputting the correct email address and password. If you have forgotten your password, you can reset it by clicking on the ‘Forgot your password?’ link on the login page, which will generate an email sent to the email address registered with your account (make sure to check your Spam folder). If you have done this and are still not able to log in, contact us and we will help you.

How do I delete my account?

If you wish to delete your account, first you must log in using your email and password. Scroll down to the bottom of the menu and you will see a button to DELETE ACCOUNT.

ORDERS

Can I amend or cancel my order?

If you change your mind or have made a mistake when ordering a product, please contact us as soon as possible. If the order has not yet been prepared, we will modify or cancel it as requested and refund the full amount of the order (with shipping costs) in case of cancellation. In the event that the order has already been prepared for dispatch, no change or cancellation will be possible. In this case, you have the option to return the order after receiving it. Read our Returns policy for more information.

How can I track my order?

Once your order has been dispatched you will receive an email with a tracking number from the carrier and details on how to track your package. If you don’t receive your tracking number within 48 business hours of making your order, please contact us.

What if there is a problem with my order?

If you believe that there is something wrong with your order such as a missing, incorrect or defective item, please write to us and we will work to resolve the issue as quickly as possible.

Where can I find my receipt?

You will receive an email confirmation of your order shortly after payment, and can also find your receipt in the ORDERS section of your account if you have one.

Do you offer gift wrapping options?

We offer two packaging options: standard and gift wrapping. All standard packaging orders are wrapped in tissue paper and shipped in a normal cardboard box with the shipping label attached. Gift-wrapped orders come in tissue paper and ribbon inside a gift box, which is shipped inside a normal cardboard box. Receipts are not included in any packages, so it is possible to send all orders directly to a recipient as a gift.

PAYMENTS

Which payment methods can I use?

We only accept orders online, by credit/debit card or PayPal. We accept Maestro, Visa, Mastercard and American Express. Currently it is not possible to pay in instalments.

Is my payment secure?

Yes, we use the well-known online payment processor, Stripe. Stripe is a PCI Level 1-certified service provider, which is the most stringent level of certification available in the payments industry.

SHIPPING

How much does shipping cost?

Shipping is FREE for orders above 200€. For orders below this amount, shipping costs are:

Belgium | Germany | Luxembourg | Netherlands
6€

Deliveries to countries that are not part of the European Union may be subject to customs duties and carrier broker fees. More information here.

Where do you ship to?

We ship to the following European countries:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK.

We ship to the mainland only, with the exception of the Balearic islands of Mallorca, Menorca and Ibiza.

If you don’t see your country here, you can buy through the platform WOLF & BADGER, which offers worldwide delivery. Prices may vary due to taxes, duties and shipping costs.

Which carrier do you use?

All orders are shipped with UPS or DPD.

How long will it take for my order to arrive?

For items in stock we aim to dispatch all orders within 2 working days. After an order has been shipped, estimated delivery times are:

What should I do if I have not received my order?

If you have not received your order within the expected timeframe, you can check the status of your delivery by clicking on the tracking link provided in the shipping confirmation email. If you think that there is an issue with the delivery, let us know as soon as possible.

Can I choose the day and time of delivery?

You will receive an email from the carrier the day before your scheduled delivery, allowing you to adjust the delivery date or have the package delivered to a pickup point if you won’t be home.

For packages shipped with UPS, in order to make changes to your delivery you must open a UPSMyChoice account, which is free of charge. UPS does not currently offer the option to select a time slot for deliveries.

See our Shipping section for more detailed information.

RETURNS & REFUNDS

Can I return Luciela products?

All products may be returned within 14 calendar days of receipt. Products must be unworn, unwashed, undamaged and with all tags attached. All briefs must have the hygiene sticker intact and must meet our hygiene standards. See full conditions here. To process a return please write to us at returns@lucielalingerie.com.

Can I exchange items?

No, it is not possible to exchange items at this time. If you would like a different product, you will need to return the original item and place a new order.

How do I request a return?

You can register a return request by writing to us at returns@lucielalingerie.com. You must indicate your order number, the article(s) you wish to return and the reason(s) for the return. After successfully registering your return you will receive a printable return shipping label by email, which you must attach to the package. Once the product is securely packaged and the label attached, simply drop it off at your nearest UPS Access Point or DPD Parcel Shop. If you have received a damaged or faulty item, please contact us prior to arranging your return.

Are returns free of charge?

We do not offer free returns. Costs to return an order are:

When will I receive my refund?

As long as items are returned to us in line with the conditions of our returns policy, we will process the refund within 3 business days of receipt. The refund—minus the return costs—will be processed with the same payment method used to place the order. The time to receive your refund after it has been processed may vary according to the payment provider.

If you have not received your refund within the corresponding timeframe, let us know.

Will the shipping cost be refunded?

Yes, shipping costs will be refunded together with the returned order amount.

See our Returns section for more detailed information.

SIZING & GARMENT CARE

How do I know which size is right for me?

You can consult our size guide, which includes measurements and references for each of the sizes we offer. Be sure to always read the product description for each garment, where we will indicate if a garment has a larger or smaller fit than normal. If you still have doubts, don’t hesitate to write to us and we will be happy to help you.

What if I don’t see my size?

It is possible that an item is out of stock in your size. If this is the case, it may take a few weeks for it to become available again—you can request to be notified via email when it comes back in stock by clicking the ‘Notify me’ link on the product page. If you do not see your size listed, unfortunately we do not offer it at this time.

How should I care for my Luciela lingerie?

You can consult our Garment Care page, as well as the washing and care recommendations on each product page. Learn more about the materials we use here.

RESPONSIBILITY

What materials are used in Luciela lingerie?

All Luciela garments are crafted from high-quality, responsibly-sourced materials, produced in Europe and certified according to OEKO-TEX Standard 100 regulations. We make a huge effort to ensure that every single one of our materials contains recycled or biodegradable fibres, and that 100% of our packaging is biodegradable. Transparency is extremely important to us, so we provide a full breakdown of the origin and composition of all materials used in our garments on each product page in our shop.

Where is Luciela lingerie made?

All of our garments are ethically handmade in Lisbon at a female-led boutique lingerie atelier.

How can I find out more?

Discover more about our sustainable policies here, and don’t hesitate to reach out to us if you have questions or would like to learn more.

Visit our Responsibility page to learn more about our sustainable and ethical policies.

CUSTOMER SERVICE

How can I contact customer service?

You can write to us via this contact form or at contact@lucielalingerie.com. As we are a small brand, at this time we only offer email support.

When can I expect a response?

We strive to respond to all email inquiries within 2 business days (Monday-Friday).