SHIPPING & RETURNS

SHIPPING

You are viewing the shipping details.

Please refer to the returns policy for more information about returning garments.

DESTINATIONS

At present, we ship to the EUROPEAN UNION, the UNITED KINGDOM and the UNITED STATES.

The countries that we ship to are:

If you don’t see your country in the list, you can buy Luciela lingerie on CULT MIA, which offers worldwide delivery. Prices on the Cult Mia platform may vary due to taxes, duties and shipping costs.

AUSTRIA BELGIUM BULGARIA CROATIA CZECHIA DENMARK ESTONIA FINLAND FRANCE GERMANY HUNGARY IRELAND ITALY LATVIA LITHUANIA LUXEMBOURG MONACO NETHERLANDS POLAND PORTUGAL ROMANIA SLOVAKIA SLOVENIA SPAIN SWEDEN U.K. U.S.A.

Orders must be made to a property address and should include a telephone number. In the event that the recipient will not be at home on the day of delivery, the parcel can be delivered to a nearby carrier collection point to be picked up by the recipient later.

Please note that a minimum order value of $150 applies to all U.S. orders due to shipping and customs costs.

ALL TAXES, FEES AND CUSTOMS DUTIES ARE INCLUDED IN THE PRICE.

COSTS

Shipping is FREE for orders above €150, £150 or $300. For orders below this amount, please see the costs by country below:

€10

U.K.

£10

U.S.A.
Minimum order value $150

$25

TAXES & DUTIES

All taxes, fees and customs duties are included in our pricing. The amount you see at checkout is the final price.

CARRIER

We use FedEx for all of our delivery services. You will receive a confirmation email when your shipment is registered in their system, with the parcel tracking number and details on how to track your order.

SHIPPING TIMES

Luciela aims to dispatch your order within 48 business hours after the payment has been processed, excluding weekends, public holidays or periodic shop closures.

This applies to articles in stock. If, for any reason, an item becomes unavailable after you have completed an order, we will contact you via email to resolve the matter.

Estimated delivery times after an order has been shipped are as follow:

2-4 business days

U.K.

2-4 business days

U.S.A.

5-7 business days

These estimations are provided by FedEx and should be used as a guide only. Transit times can be subject to customs clearance and Luciela is not responsible for any delays caused by customs clearance processes or service disruptions that are out of Luciela’s control. We recommend that you use the tracking service provided to stay up to date with the progress of your delivery.

At the moment we do not offer an express delivery service.

TRACKING

Once your order has been dispatched you will receive an email with the carrier’s tracking number and details on how to track your package. You will receive email updates from the carrier regarding your delivery date, in some cases offering you the chance to modify the delivery date or location if you will not be at home.

CONTACT US

If you do not receive your tracking number within 48 business hours after completing your order.

RETURNS

You are viewing the return details.

Please refer to the shipping policy for more information about garment shipments.

RETURNS PERIOD

We hope that you love your Luciela lingerie, but we understand that not every match is perfect. If you wish to request a return, you can do so within 14 calendar days from the date of receipt of your order. If you have received a damaged or faulty item, please contact us prior to arranging your return.

We are not able to accept exchanges at this time. If you would like a different product, you can return the original item and place a new order.

Sale items may be returned, however please note that items from our Perfectly Imperfect collection are final sale and non-returnable.

REGISTER A RETURN

Please register your return by writing to us at [email protected].

In all cases, provide your order number, the article(s) that you wish to return, and the reason(s) for the return.

FOR E.U. & U.K. CUSTOMERS

Once the return request has been accepted, we will email you the return shipping label to print. Be sure to securely repack the items to be returned and attach the return shipping label to the outside of the package.

When the return is securely packaged, drop it off at your nearest FedEx collection point and make sure to ask for a proof of receipt. You will receive an email with the tracking number so that you can track the parcel’s progress.

If you wish to arrange a return with a carrier of your choice, please let us know when requesting your return. In this case, you will bear the direct cost of returning the product(s).

FOR U.S. CUSTOMERS

Returns from the United States must be arranged and shipped by the customer. Return labels are not provided for U.S. orders. Please make sure to register the return with us before making any shipping arrangements.

Return shipping costs, as well as any applicable duties or taxes, are the responsibility of the customer.

Once the return request has been accepted, securely package the item(s) to be returned and use a tracked service with a carrier of your choice.

For returns organised by the customer, send the package to the following address:

We recommend that you use a tracked service with a reputed carrier, that you retain the proof of receipt, and that you insure the package as it remains your responsibility until we receive it.

COSTS

We do not offer free returns as we want to encourage our customers to make thoughtful purchases and reduce carbon emissions generated by shipping.

The costs for a return are as follow:

€10

U.K.

£10

U.S.A.
Returns arranged and shipped by the customer

N/A

SHIPPING COSTS REFUND

If the items returned are accepted by Luciela according to the conditions below, any original shipping costs will be refunded with the cost of the items.

INCORRECT OR DEFECTIVE ITEMS

In the case of delivery of an incorrect or defective item, the return shipping costs will be borne by Luciela.

CONDITIONS

All returns must be requested within 14 calendar days of delivery.

Items must be returned unused, unwashed, undamaged and must not show signs of tampering.

Briefs and bodysuits must have the hygiene sticker intact and must meet our hygiene standards. We reserve the right to refuse returns of garments that do not meet acceptable hygiene standards.

Please try our briefs and bodysuits on over your underwear and avoid wearing makeup, perfume or beauty products that may leave marks or odours on our garments.

Items must be returned with all tags attached and inside the original packaging.

We do not permit exchanges.

REFUNDS

Provided all items are returned to us according to the conditions above, we will process the refund within 3 business days of receipt of the package and send confirmation by email.

The refund – minus the return costs – will be processed with the same payment method used to place the order.

STRIPE

In the case of Stripe, the refund may take 5-10 business days to appear in your account.

Shipping costs will be refunded together with the returned order amount.

OTHER PAYMENT METHODS

For orders made via PayPal, Apple Pay or Google Pay, the refund time may vary depending on the payment method used.

CONTACT US

If you have not received your refund within the corresponding timeframe.