If for any reason you are unhappy with your purchase and wish to return it, we are happy to offer a full refund. Please note, we do not offer exchanges.
The items you are returning will be refunded, within 15 working days upon receipt, on the condition that they are received by us in perfect, unworn and saleable condition, all original labels and tags are attached, and it shows no signs of having been worn or washed. Please note: ALL hair accessories, tights and socks are FINAL SALE due to hygiene reasons.
You must send it back within 15 days from when your parcel arrived to your delivery address using the enclosed returns form. Please inform us that you will be sending items to be returned by sending us an email to: email@example.com, and send your returned items to:
LUCA & LUCA
Parkhall Business Centre
40 Martell Road
Please note, LUCA & LUCA is not liable for postage costs. Please ensure your parcel is returned with sufficient postal costs, if not, we will subtract the cost of postage, as well as any additional postage charges, from the final amount returned to you.
Please also note, should your parcel be returned to us, owing to unpaid excise/customs fees, we will subtract the cost of the returns shipping fee from the total amount owned to you as a refund.
SPECIAL OCCASION PRODUCTS
Please note that due to the delicate and handmade nature of the items within our special occasion collection, all items are not refundable or exchangeable.
If you believe the item you purchased is faulty, we will be happy to offer a full refund, on the condition that the item is unworn, with original tags attached, and returned to the address above within 15 days of purchase. Please note, you - the customer - will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
HOW TO RETURN YOUR ITEM TO US
Complete the enclosed Returns Form that came with your product(s). Package the item carefully, with each item in its original perfect condition and with all labels attached, making sure Returns Form and delivery note are included in the parcel. Send your parcel back to our returns address listed above.
For returns in Europe or outside EU countries, remember to label your parcel with the description "BRITISH RETURN GOODS" to avoid paying import duties. Our depot services won't take parcels charged by customs Duty or import VAT, consequently, those items will be sent back to you.
If you receive an item as a gift, you can of course return in, providing it meets the requirement above. You will have 15 days for exchange, just provide us with the order number and you will be able to exchange it for a different item of the same value, or more providing you pay the difference.
We recommend you return items via a recorded delivery service, as LUCA & LUCA cannot accept responsibility for any lost or damaged items. Your statutory rights are not affected by our returns policy.
From 1 January 2021, all customers returning good from outside the United Kingdom must state "BRITISH RETURN GOODS" on shipping labels, and complete any applicable customs returns forms.
AWAITING A REFUND?
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.