Delivery and returns

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. No tampering is allowed. We will only accept returns of goods we have supplied you.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

Late or missing refunds
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 info@lucelas.co.uk

Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@lucelas.co.uk and send your item to: Lucela’s LTD, 1 Castle Gardens Crescent, Poulton le Fylde, FY6 7NJ

Gifts & shipping to different address

If the item has been marked as send to a different address when purchased and shipped directly to you instead in error, notify Lucela’s LTD immediately. We will then arrange for the parcel to be returned and shipped to the correct address. We will accept no other liability. If you advise the item is for a gift, and want us to send a note, we will try in every instance to send one on our letter headed paper. However, this will be at the discretion of Lucela’s LTD, and accept no further liability or responsibility.

Shipping returns / Courier return

To return your product, you should mail your product to: Lucela’s LTD, 1 Castle Gardens Crescent, Poulton Le Fylde, Lancashire, FY6 7NJ

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Courier return policy

All orders are shipped via a 48-hour tracked, age-verified delivery service.

You’ll receive your tracking number by email, SMS, or both, depending on the contact details you provided at checkout.

If you’re not available when delivery is attempted, the courier should leave a missed delivery notice and make at least one further attempt to deliver your parcel.

If delivery is still unsuccessful, your parcel will be returned to Lucela’s LTD.

To have your parcel re-sent, a £5.99 postage fee will apply. Alternatively, you’re welcome to collect your order from our address listed above

Need help?

Contact us at info@lucelas.co.uk for questions related to refunds and returns.