FAQ
Here you can find the answers to frequently asked questions!
Delivery
How long will it take to get my order?
Delivery times vary depending on the delivery method.
For Expedited Delivery, the delivery time is between 8 and 15 days after the order has been processed.
For Free Delivery, the delivery time is between 35 and 45 days after the order has been processed.
The order processing time is between 4 and 5 days (regardless of the delivery method chosen at checkout).
Can I track my order?
Yes! After processing, you will receive a confirmation email with the tracking details. You can use them to check the status of your order.
Will there be shipping costs added to my order?
That depends on the delivery option you choose.
If you select the ‘Free Delivery’ option at checkout, you won’t be charged any delivery charges!
If you select the ‘Express Delivery’ option at checkout, you’ll be charged an additional delivery fee. The delivery charge will be calculated based on the order total. You can check the exact prices in our delivery policy.
Why is my order shipped in separate shipments?
When you place an order with multiple items, we sometimes ship your order in two or more separate shipments. We do this to avoid volume issues with the carrier.
Returns
Can I return my order?
Yes, if you want to return your order, please contact customer service to register your return.
How long can I return my order?
You can return your order within 14 days after receipt!
Do you charge return costs or restocking fees?
That depends on the situation.
If you want to return your order because of a problem such as damage or because you received the wrong item, we will cover the return costs. If you want to return your order because you have changed your mind, you will have to pay the return costs yourself.
We charge a 10% restocking fee.
When will I recieve my refund?
Your refund will be processed within 5 days after your return was processed!
B2B
Do you sell B2B?
Certainly! If you have a business inquiry, please send an email to info@luce-living.com. One of our managers will get in touch with you about your request.
Are you able to deliver large quantities?
Yes! For large orders, we start production at the factory. Please note that for orders larger than 200 pcs, the shipping time may be a few days longer than the delivery time stated in our shipping policy.
Do you provide discount for large B2B orders?
Yes! The discount we offer depends on the item and the quantity. Please contact us at info@luce-living.com for exact B2B prices.
Invoicing & Service
Can I receive an invoice for my order?
Yes! Please message our customer service team (info@luce-living.com), they will provide you with the invoice for your order!
Do you provide service such as installation or maintenance?
No, we do not offer services like installation or maintenance. We only assist with re-shipments, warranty and problems regarding delivery.
