You are viewing the shipping details.
Please refer to the returns policy for more information about returning garments.
At present, we only ship within EUROPE.
The countries that we ship to are:
If you reside outside of Europe or you don’t see your country in the list, you can buy Luciela lingerie through the platform WOLF & BADGER, which offers worldwide delivery. Prices on the Wolf & Badger platform may vary due to taxes, duties and shipping costs.
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 UK
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 UPS Access Point or DPD Parcel Shop to be picked up by the recipient later.
In ITALY and PORTUGAL we ship only to the peninsula.
In SPAIN we ship to the peninsula and the Balearic Islands of Mallorca, Menorca and Ibiza.
Shipping is FREE for orders above 200€. For orders below this amount, please see the costs by country below:
AUSTRIA | BULGARIA | CROATIA | CZECH REPUBLIC | DENMARK | ESTONIA | FINLAND | FRANCE | SPAIN | MONACO | UK
Deliveries to countries that are not part of the European Union may be subject to customs duties and carrier broker fees. These charges are imposed by local customs offices and the carrier respectively, and are not set or controlled by Luciela.
If your order does incur charges, you will be contacted by the carrier in advance of delivery with confirmation of the amount due and options to make the payment. If you refuse these charges, the parcel will be returned to Luciela.
We use UPS or DPD for all of our delivery services. You will receive a confirmation email when your shipment is registered in the relevant carrier’s system, with the parcel tracking number and details on how to track your order.
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.
AUSTRIA | BULGARIA | CROATIA | CZECH REPUBLIC | DENMARK | ESTONIA | FINLAND | FRANCE | SPAIN | MONACO | UK
These estimations are provided by our carriers 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 present we do not offer an express delivery service.
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 another email from the carrier the day before your expected delivery date, offering you the chance to modify the delivery date or location if you will not be at home.
For orders shipping with UPS, in order to make changes to your delivery you must create a UPSMyChoice account, which is free of charge.
This will enable you to select an alternative delivery date or have your package delivered to a nearby UPS Access Point for pick up.
If you do not receive your tracking number within 48 business hours after completing your order.
You are viewing the return details.
Please refer to the shipping policy for more information about garment shipments.
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 do not permit exchanges at this time. If you would like a different product, you will need to return the original item and place a new order.
Please register your return by writing to us at returns@lucielalingerie.com.
Provide your order number, the article(s) that you wish to return, and the reason(s) for the return.
Once you have requested your return, you will receive a confirmation email with the return shipping label to print, and a tracking number. Be sure to securely repack the items to be returned and attach the return shipping label to the outside of the package.
Customers in non-EU countries may also have to print and attach a Return Commercial Invoice, which you will receive in the same email as the return shipping label. The Return Commercial Invoice must be attached in a clear plastic pouch, which we will include in your order in case you wish to make a return.
Once the return is securely packaged, drop it off at your nearest UPS Access Point or DPD Parcel Shop and make sure to ask for a proof of receipt. You will be able to track the parcel’s progress using the tracking number sent to you with the return shipping label.
If you wish to arrange a return with a carrier of your choice, please let us know when requesting your return and send the package to the following address:
You bear the direct cost of returning the products.
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.
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:
AUSTRIA | BULGARIA | CROATIA | CZECH REPUBLIC | DENMARK | ESTONIA | FINLAND | FRANCE | SPAIN | MONACO | UK
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.
In the case of delivery of an incorrect or defective item, the return shipping costs will be borne by Luciela.
1
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.
3
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.
5
Items must be returned with all tags attached and inside the original packaging.
6
We do not permit exchanges.
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.
PAYPAL
For orders made via PayPal, the refund time may vary depending on the payment method used. See more information here.
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