The LUCIELA S.R.L. team informs the USER that access to and use of this website constitutes acceptance of the status of USER, and therefore the general terms of use outlined in this legal notice will apply. The online purchase terms and conditions will only apply to the USER when they make a purchase through our platform and receive the purchase confirmation along with the associated conditions.
These General Terms and Conditions aim to regulate the provision of information through the LUCIELALINGERIE.COM (“LUCIELA”) online store, as well as the commercial transactions conducted between USERS on https://lucielalingerie.com. These terms apply solely and exclusively to end CONSUMERS. Entities or individuals, whether corporate or private, acting as distributors or resellers of products are not considered end CONSUMERS, regardless of their use of the products as end users.
LUCIELA S.R.L. is the owner, operator and administrator of the website https://lucielalingerie.com.
Sales conducted through this website under the LUCIELA brand are carried out by LUCIELA S.R.L., a Belgian company with VAT registration number BE0769341741, based at Rue du Panama 31, 6250 Aiseau-Presles, Belgium.
You can contact us via email at contact@lucielalingerie.com.
As previously mentioned, the content of this legal notice and the terms of use constitute a legally binding contract, establishing obligations between the parties (LUCIELA S.R.L. and the USER).
This website and its e-commerce platform may contain links to other websites or reference cooperative sites, whose content is the sole responsibility of their respective owners. LUCIELA assumes no responsibility for any issues or rights violations arising from third-party websites, and USERS are advised to consult the legal notices of those sites.
LUCIELA does not endorse, promote, identify with, guarantee, represent, sponsor, or support any linked or third-party-owned website mentioned on the platform. LUCIELA does not have prior knowledge of the content and services offered by linked third-party websites and is therefore not directly or indirectly liable for any damages resulting from their content and/or services or for any other harm not directly attributable to LUCIELA.
We kindly request that USERS notify us at contact@lucielalingerie.com if they believe a linked website contains unlawful or inappropriate content. We are committed to removing such links or content as quickly as possible.
By accessing and using the website, USERS automatically acquire the following rights:
The right to clear, concise and up-to-date information about the services offered and their commercial terms.
The right to know the costs associated with a service before contracting it.
The right to withhold personal data that is not necessary for the specific transaction.
The right to protection of personal data.
The right to be informed about the purposes and subsequent uses of any collected personal data, presented in a manner that is understandable to the general public.
The right to exercise rights regarding personal data, including access, rectification, deletion, objection, portability, and the right to be forgotten. These rights can be exercised through both electronic and physical means, and the USER has the right to receive a response. For further details on these rights and their exercise, please consult our Privacy Policy.
The right to receive commercial or promotional information only after freely giving consent.
The right to be informed about the use and purpose of cookies or other data storage devices, if applicable. For more details, refer to our Cookie Policy.
As a USER you agree to use the website’s content, services and products responsibly, adhering to legal regulations, moral standards, public order and these Terms of Use while respecting other users of the platform.
The website, including its pages and all information or elements contained therein (hereinafter referred to as the CONTENT), is protected by intellectual and industrial property rights owned or licensed by LUCIELA. Third-party content has been expressly authorised for inclusion on this platform.
USERS are prohibited from reproducing, wholly or partially; reinterpreting; using; exploiting; distributing; modifying; publishing; selling; or commercially utilising the website’s CONTENT without prior express authorization from LUCIELA.
Any unauthorised use will be considered a serious infringement of intellectual or industrial property rights and may result in claims for damages.
At LUCIELA we make every effort to ensure the information provided is accurate, adequate and up to date. However, typographical errors beyond LUCIELA’s control may occasionally occur. If an error is detected, we will correct it as soon as possible. Should the USER identify any error, they are encouraged to notify us at contact@lucielalingerie.com.
In the case of a typographical error in a displayed price that influences a USER’s purchase decision, we will inform the USER of the error, allowing them to cancel the purchase at no cost. Similarly, provisional information about certain products may sometimes be displayed on the website. If the information provided does not accurately reflect the product’s characteristics, the USER will have the right to cancel their purchase at no cost.
LUCIELA actively collaborates with USERS, authorities and security forces to remove or block any content that may contravene national or international law, third-party rights, or moral and public order.
If the USER believes any content is illegitimate, we kindly request immediate notification via email at contact@lucielalingerie.com.
The products available on https://lucielalingerie.com have varying characteristics. For this reason, we recommend thoroughly reading our legal notices and the technical specifications of each product before making a purchase.
Purchases can be made as a guest on our website, requiring only the essential information necessary to process your order.
Subject to compliance with LUCIELA’s general requirements, you may purchase products available on the website https://lucielalingerie.com by following the designated process. This contract governs the online purchase of products offered through our platform.
LUCIELA operates a stocked product service. The availability of each product is indicated in the product catalogue on our website, and can be consulted by clicking on the chosen product and size. A product will either be:
In stock: available for purchase and order processing.
Out of stock: in this case the product is not available because it is out of stock.
Items that are out of stock cannot be added to the “Shopping Cart”. In the event that a product is out of stock, the USER may request to be notified when the product becomes available again by clicking on “Notify me” or sending an email to contact@lucielalingerie.com.
Each product in our catalogue includes detailed information about its basic and additional features. It is the USER’s sole responsibility to verify that these features meet their expectations prior to purchase.
Please note that technical factors or other uncontrollable circumstances may cause variations in actual colours, textures or sizes compared to those displayed on your screen.
All orders are subject to product availability. In the event of supply difficulties or stock depletion post-purchase, any payment made by the USER will be refunded.
The applicable prices for each product are published on our website. Before finalising a purchase, the full product price, including VAT, other applicable taxes, and any associated fees, will be displayed.
LUCIELA reserves the right to make any necessary updates or changes to products and services, in accordance with market conditions. However, these changes will not affect purchases already made. The price paid at the time of purchase will remain binding for the USER.
Payments are processed automatically through the STRIPE or PAYPAL platforms. We recommend reviewing the terms, conditions and privacy policies of STRIPE and PAYPAL on their respective websites.
By accepting this legal agreement, the USER acknowledges that LUCIELA uses STRIPE and PAYPAL services and agrees to their terms, conditions and privacy policies.
The USER expressly acknowledges that LUCIELA is not liable for any issues or claims arising from the use of STRIPE or PAYPAL services. The USER agrees to accept their terms and conditions as a prerequisite for using these payment methods.
By completing the purchase process you agree to pay the fees associated with the selected products on our website. Before completing the transaction, all applicable fees, including taxes, shipping costs, and any additional charges, will be displayed.
All orders placed through the website constitute binding payment obligations.
After completing your purchase, you will receive an email confirmation within 24 hours at the email address provided. This email serves as acknowledgment that you have been informed of the general conditions of purchase, as detailed on our website. If, after reviewing these contractual terms, you are dissatisfied, you may exercise your right of withdrawal as outlined in section 3.6 EXCHANGES AND RETURNS POLICY of these Terms and Conditions.
You also confirm awareness of the specific characteristics of the selected product as described on our website.
LUCIELA retains electronic documents of all formalised purchases for legal purposes. These records can be accessed upon request by emailing contact@lucielalingerie.com or via your personal account, if registered on the website.
After your purchase, LUCIELA will process and ship your order within 48 hours for products in stock. This timeframe refers to business hours only and excludes weekends, public holidays or periodic shop closures. If, for any reason, an item becomes unavailable after you have completed an order, we will contact you via email to resolve the matter.
LUCIELA ships its products within Europe and to the UK. The countries that we ship to are: 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 mainland destinations only, with the exception of the Spanish Balearic Islands of Mallorca, Menorca and Ibiza.
Shipping and/or handling charges are not included in the product price and will be displayed before you finalise your purchase. Shipping costs will vary depending on the total amount of the order and the country of destination. All shipping costs can be found in the Shipping & Returns section of this website.
Once the order is prepared and shipped, estimated delivery will occur within four business days. Our shipments are delivered by UPS or DPD. LUCIELA reserves the right to modify courier companies or shipping methods without any repercussions to the USER, either financially or in terms of shipping times. LUCIELA will be responsible for any extra costs involved in changing delivery methods if the modification occurs after the USER has made a purchase.
Shipping times mentioned in these Terms and Conditions are approximate and may vary based on the products purchased, delivery address, customs clearance processes, service disruptions or other factors beyond LUCIELA’s control. Nonetheless, orders will be delivered no later than 30 calendar days from the date of order confirmation, in compliance with applicable regulations.
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 have the option to select a delivery date, modify the delivery address, or opt for delivery to a collection point. We recommend reviewing the carrier’s terms and conditions before making any changes to your shipment.
We offer two packaging options: standard and gift wrapping. All standard packaging orders are wrapped in tissue paper and shipped in a standard 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 standard cardboard box. Receipts are not included in any packages.
If you wish to cancel or modify your order, please email us at contact@lucielalingerie.com. If the order has not yet been prepared, we will process the cancellation or modification and issue a full refund in the case of cancellation.
If the order has already been prepared or shipped, changes or cancellations will not be possible. In this case, you may exercise your right of withdrawal, as described in section 3.6 EXCHANGES AND RETURNS POLICY of these Terms and Conditions.
LUCIELA upholds all rights granted to CONSUMERS and USERS under current legislation.
For defective products, LUCIELA will repair, replace or refund the product free of charge for the consumer.
In the case of transport damage, when the order is delivered to you:
Review the order
Note any damage or breakage to the package on the packing slip
If it is damaged, do not accept the order and contact us to solve the problem
If you have accepted the goods and, when you open the package you see that they are in poor condition, take one or more photographs of the condition of the box and the goods and contact us as soon as possible. We will make a claim to the carrier and send you a new order free of charge.
LUCIELA reserves the right to refuse to bring goods into conformity if it is impossible or entails disproportionate costs, considering factors such as the product’s value without the defect and the severity of the non-conformity.
Similarly, LUCIELA may decline to bring the goods into conformity if the products do not meet the objective and subjective requirements outlined in the contract and on the website https://lucielalingerie.com.
The warranty explicitly excludes:
Indirect damages or losses of any kind.
Normal wear and tear or natural aging of the product.
Damage caused by contact with chemicals or unsuitable cleaning products.
To validate the warranty and process a return, exchange or repair, customers must provide proof of purchase, the product reference, a description of the defect, details of the affected part, and images showing the issue. Failure to provide this information may result in the warranty being invalid or a charge for transportation and repairs if the issue is not covered.
If a replacement is necessary, the exchange will be for the same item or, if unavailable, a product with similar characteristics. Customers will only be charged for the initial shipment, with LUCIELA covering the return and replacement shipping costs.
When repair or replacement is required, all associated costs, including shipping, transport, labour and materials, will be borne by LUCIELA.
LUCIELA is responsible for product defects that manifest within three years of delivery. Consumers must notify LUCIELA of the defect within two months of its discovery.
To exercise this right, please email contact@lucielalingerie.com.
You may terminate your purchase contract within 14 calendar days from the receipt of goods, without providing justification. To meet the returns deadline, communicate your decision before the 14-day period expires, as specified in 3.6.3 WITHDRAWAL PROCEDURE.
Please note that product exchanges are not permitted. If you wish to purchase a different item, you must return the original product and place a new order.
Returned goods must be shipped promptly, within 14 calendar days of receipt. Non-compliant or improperly packaged goods may be refused.
The right of return is not applicable in the following cases:
Upon verifying the condition of the returned product, LUCIELA will process a refund via the original payment method if the conditions of return are met. The USER will bear the direct costs of returning the product.
You may exercise your right of return by emailing us at returns@lucielalingerie.com.
Once you have successfully registered 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 you have safely repacked the products, you must drop off the package at one of the designated carrier’s collection points. We recommend that you retain proof of receipt from the carrier. 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 indicate this when registering your return and send the package to the following address:
Luciela S.R.L.
Rue Lambot 112
6250 Aiseau-Presles
Belgium
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.
In the event of a return, LUCIELA will process a refund within three business days, and no later than 14 calendar days, via the original payment method. The time it will take for the refund to appear in your account may vary depending on the payment provider. In the case of Stripe, the refund may take 5-10 business days to appear in your account. For orders made via PayPal, the refund time may vary depending on the payment method used. We recommend consulting the terms and conditions of the relevant payment provider on its respective website.
LUCIELA will refund the full purchase price, including shipping costs (if the least expensive delivery method was chosen). The return shipping costs will be borne by the USER and will vary depending on the country of destination. In the case of delivery of an incorrect or defective item, the return shipping costs will be borne by Luciela.
All return shipping costs can be found in the Shipping & Returns section of this website.
LUCIELA reserves the right to withhold refunds until the returned items are received and their condition verified.
Each order is linked to an IP address. LUCIELA reserves the right to take legal action against those placing false orders or misusing the right of withdrawal. In such cases, LUCIELA will collaborate with law enforcement to address fraudulent activities.
The USER who wishes to access exclusive services offered on the website for registered USERS must create a personal account using the designated form. To do so, the USER must follow the provided instructions and supply the required information.
During the account creation process, the USER must choose a username and password that will allow access to the account. The USER is solely responsible for selecting a password with an appropriate security level. It is recommended that the USER avoids obvious combinations that can be easily guessed by third parties. The USER is responsible for safeguarding and keeping their password confidential and must not share it with any third party. If the USER suspects that their password has been accessed by a third party, they must immediately change it.
The USER guarantees that all information provided to LUCIELA during account creation is truthful and corresponds to their actual details. Any subsequent changes or modifications must be communicated to LUCIELA.
By creating a USER account, the USER expressly and unreservedly accepts these Terms of Use.
The USER commits to using this website in compliance with applicable laws and in accordance with these Terms of Use. If the USER detects any irregularity related to the use of their data, they must immediately notify the owner of this website at contact@lucielalingerie.com to ensure prompt cancellation of the account.
For any questions regarding account registration or deactivation, the USER can contact LUCIELA via email at contact@lucielalingerie.com.
If you wish to delete your account, log in using your email and password, scroll to the bottom of the menu and select the option “Delete Account”. Deletion of your account will result in the removal of all your data, including purchase history and any accumulated benefits or rewards.
By accepting these Terms and Conditions and using this website, you agree to communicate with us through electronic means, including receiving receipts, tickets or invoices related to your transactions with LUCIELA.
The issuance of an electronic invoice is conditional upon the CONSUMER’s consent, which can be revoked at any time. To do so, send an email to contact@lucielalingerie.com, explicitly indicating your wish to withdraw such consent.
Receiving documentation and communications electronically does not affect your statutory rights.
To unsubscribe from commercial communications, the USER can click on the “Unsubscribe” option included in those communications or send an email to contact@lucielalingerie.com with the subject line: “Unsubscribe from commercial communications.”
For questions, suggestions, inquiries or complaints regarding the LUCIELA online store, you may contact us by email at contact@lucielalingerie.com. We will respond promptly and, in any case, within the legally established time frame. Additionally, official complaint forms are available for CONSUMERS and USERS upon request via email at contact@lucielalingerie.com.
The USER also has the option to use the European Union’s Online Dispute Resolution system, accessible through the following link: Online Dispute Resolution System.
If you need to update or correct any information you have provided, email contact@lucielalingerie.com specifying the error and the correction required. LUCIELA commits to making such corrections promptly.
In compliance with European regulations on personal data protection, LUCIELA ensures full adherence to the obligations set forth under the European General Data Protection Regulation (EU) 2016/679, hereinafter GDPR.
For detailed information about how your data is handled, it is important to read and understand our Privacy Policy and Cookie Policy, both accessible on this website. The LUCIELA team advises against using the website or its services if you disagree with these policies.
LUCIELA collects personal data through contact forms and the integrated platform on this website. Your personal data will only be used to provide requested services. If any other use is intended, express consent will be requested in advance.
Although acceptance of the Privacy Policy is required, which explains in detail the processing and use of your data, every USER has the right to exercise their rights of access, rectification, limitation, portability, cancellation, or opposition by writing to contact@lucielalingerie.com.
Our Cookie Policy explains that LUCIELA’s website uses cookies to ensure the website functions properly.
LUCIELA is headquartered in Belgium and operates under Belgian and European contracting laws.
In the event of a dispute, the competent court or tribunal will be that of the USER’s or CONSUMER’s domicile.
If the USER accesses this website from a location outside of Belgium, they are responsible for complying with all applicable local and international laws.
To provide the best experiences, we use technologies such as cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting, or withdrawing consent, may adversely affect certain features and functions.