Return Instructions

  1. To request a return please email us at support@lucindan.com. Once completed, Lucindan will send a confirmation email, with the Return Authorization Number (RAN), the shipping label and instructions for the return shipment. ( Please provide a note inside your mail stating your order number, the name of the returned item(s) and the reason for the return so that we can process your refund. )
  2. The return shipment, you will be responsible for paying for your own shipping costs for returning your item(s).
  3. Returned items must be kept in original condition and must be shipped within 7 days of the order’s delivery date.

Types of Returns

  1. Size/Color Exchange
    Items can be exchanged only when a different size or a different color of the same Item Code is available. The new item will be eligible for return through the same return procedure.
  2. Refund
    Refunds will be processed as soon as returned items have been checked and accepted by Lucindan.
    For orders paid by Credit Card, the refunded amount will be available to Clients in roughly 10 days and within their next billing statement.
    Processing time may vary depending on the Credit Card Company.
    Orders paid by Paypal or Stripe will be refunded to the original account.
    Refunds will be issued in the same currency as the original purchase. Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed.
    If applicable, shipping fees of the order are non-refundable.
    Please note that shipments exported from the United States by private individuals, the U.S. Customs and Border Protection (CBP) may require a Tax ID (EIN) or Electronic Export Information (EEI). For more information please see:
    https://help.cbp.gov/s/article/Article-292?language=en_US  
    https://www.irs.gov/businesses/small-businesses-self-employed/employer-id-numbers-eins

LOST / STOLEN

Lucindan does not guarantee domestic and/or international shipments nor handle returns or exchanges. Certain countries are considered “high risk” for issues such as lost or stolen and/or lost-in-transit shipments. Shipping Lucindan products domestically & internationally are at the sole risk of the Seller. Lucindan is not liable for shipments that do not deliver successfully.

International: Certain countries do not provide international tracking once the shipment has left the country that our store located. If Seller experiences a lost or delayed shipment, Seller should ask the 3rd Party Customer to reach out to their local post office to inquire about which carrier UPS connects to in their country. Lucindan is not responsible for providing a list of the aforementioned countries nor contacting the third-party carrier on the Seller’s or 3rd Party Customer’s behalf.

Return Terms & Conditions

  • The Security Tag must still be intact and attached to returned items. Items must not have been worn, washed or altered in any way, and must not show any signs of use. Soles of footwear must be in perfect condition and must not be marked in any way.
  • Items must be returned with all original labels and tags still attached, packaging and other accessories (dust bags, hangers, garment covers etc.) received with the order.
  • Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
  • Swimwear (bikini bottoms, swim shorts or briefs) and intimate apparel (briefs, boxers) must be tried on over underwear. Items that have any sign of use or wear will not be accepted and will be returned to the Client.
  • Items from the HOME area must be returned in perfect condition, without any damage, scratches or dents. If an item from the Home area is delivered damaged, please contact us to receive instructions for the return.
    Items must be returned in their original packaging with all original accessories, components and instructions. Furthermore, they must be packaged in the same suitable manner in which they were received.
    If purchasing a large quantity of the same item, such as tiles or wallpaper, we suggest contacting our Customer Service department directly, and they will send a sample to aid in deciding the correct quantity that needs to be purchased.
  • Returns must be shipped in the Lucindan box, sealed using the self-adhesive strip on the top. If our box is unusable or missing, another box suitable for shipping the item(s) may be used.
  • In the case of defective or incorrect merchandise, we invite Clients to immediately contact support@lucindan.com. Comreserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees.
  • Pickups for all authorized returns with Lucindan’s courier account numbers must originate from the same country of the original shipment.
  • In the case that the return shipment requires pickup or the payment of any added fees, comreserves the right to refuse returns sent with a different courier than specified in the confirmation email.
  • Comreserves the right to refuse returns that are unauthorized and/or not sent in accordance with the Return Policy detailed on the website. In the case of unauthorized or non-standard returns, the merchandise will be returned to the shipping address specified in the original order. If an unauthorized return is accepted, Lucindan will deduct a 10% administrative/re-stocking fee from the refund.
  • Exceptions from the right of withdrawal for contracts concluded on the website comare excluded in accordance with Article 59 of the Italian Consumer Code as regards the following:

a) The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
b) The supply of goods which are liable to deteriorate or expire rapidly.

As an example but not limited to, the following list of items are excluded:

– Expressly indicated items from the underwear/lingerie section.

For every item where the exclusion of withdrawal is applied, Lucindan provides indication to the consumer directly on the item page. At its sole discretion, Lucindan has the right to accept the withdrawal request even for goods that are excluded from the right, if it deems the reasons appropriate and justified.

For any issue not explicitly mentioned, the European normative for long-distance commerce prevails.

REFUND POLICY

All of our artworks, made and supervised by a professional design team, are tailored to the tastes of our customers

Customers can contact their carrier (i.e., USPS/ UPS, DHL, FedEx etc.) for exact details on the delivery, including GPS location.

We want you to be satisfied with services provided from us. If your product is defective or not described, don’t worry. Just send us an email at support@lucindan.com and we will make it right by offering you a replacement or refund.

Any unsuccessful deliveries due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.

Any dissatisfactions related to apparel sizing and/or colours will not be eligible for refund or replacement. Please make sure to have a look at our sizing charts on product pages or your order confirmation email within the first 24 hours after completing your purchase.

FULLY REFUND

Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem.

We will give a full refund of your receipt (Transaction Fee + Shipping Fee) or send you a replacement if your order meets the problems below.

Your order will be submitted to either replacement or refund if:

  • Your order does not arrive at your shipping address within 45 business days of order placement. However, please note that any claims on late delivery filed after 60 business days from the initial date of order placement will be rejected.

With our policy, within 7 days of you receiving the item, you can request a refund or a replacement in the following cases:

  1. Printed products are not clear, blurred.
  2. The printing position is not centered as described on the website.
  3. Wrong product delivered in the order, or part of the order is wrong.
  4. Damaged by transportation: torn, stretched.
  5. The product has the wrong size or color as described.
  6. Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us.

Your order has an issue of inadequate quality. Please note that any claims related to quality issues or garment defects must be filed within 07 business days from the date of receipt with full of clear evidence as below:

  1. Photo(s) of quality issues and any damaged parts of the actual product received;
  2. Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order);
  3. Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order);
  4. Photo(s) of the original shipping label of the product received.

You can send these pieces of evidence through email support: support@lucindan.com. The Customer Care Department will receive and process your case. Our customer service will then help provide a replacement or refund if deemed appropriate.

After a careful check on your order, if we confirm via email that you are eligible for a full refund, your refund will be processed by our internal team within 07 business days of refund confirmation. In the next 24 hours (from the time of receiving the email/SMS requesting to Cancel the customer’s order), our Customer Care Department will confirm the details with the order on your email and we will issue a full refund for this order within 48 hours after that, and follow the return policy of the payment gateways that Lucindan is integrating. Please remember it can take some time for your bank or credit card company to process and post the refund.

 

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