Question 1

Do you ship internationally?

Accepted Answer

Yes, we ship Lucelise orders worldwide. No matter where you are, elegance will find its way to you.

Question 2

How will I know when my order has been shipped?

Accepted Answer

Once your order has been dispatched, you will receive an email notification including your tracking number.

Question 3

Can I return or exchange my item?

Accepted Answer

Yes, as long as you’re within the allowed return/exchange period. Please check our Return & Exchange Policy page for full details.
Note: Personalised items are non-returnable and non-exchangeable.

Question 4

Can I cancel my order after placing it?

Accepted Answer

If you contact us within 1 hour of placing your order, cancellation may be possible. If the order has already shipped, you can proceed with a return.
Please note personalised items cannot be cancelled.

Question 5

Can I change my delivery address?

Accepted Answer

Yes – if you notify us within the first hour after placing your order, we can update your delivery address.

Question 6

Where is my order?

Accepted Answer

You’ll receive an order confirmation email once your order is placed and a separate email with tracking information when your order ships.
Didn’t receive an email? Be sure to check your spam or promotions folder. If it’s still missing, get in touch with us and we’ll resend it.

Question 7

Why is my delivery delayed?

Accepted Answer

All orders are shipped via Royal Mail. During high-demand seasons or due to customs checks, delays may occur. Weather conditions and international procedures are unfortunately beyond our control.

Question 8

Why do I have to pay customs duty? (For international customers)

Accepted Answer

International orders are shipped DDU (Duties and Taxes Unpaid). Any customs fees must be covered by the recipient. These charges are not included in the product price. For accurate estimates, please consult your local customs office.

Question 9

I didn’t pay customs / I entered the wrong address, and my package was returned. What now?

Accepted Answer

Providing the correct address and covering customs fees is the customer’s responsibility.
If your parcel is returned to us, your refund will be issued minus the shipping cost. Refunds are processed once the returned package is received.

Question 10

Can my order be sent as a gift?

Accepted Answer

Absolutely! All Lucelise pieces are beautifully packed in our signature boxes. You can leave a note at checkout, and we’ll include a personalised gift message.

Question 11

How long will my order take to arrive?

Accepted Answer

Domestic orders are usually shipped within 2–4 business days. International deliveries may take 8–21 business days, depending on your country’s customs process.

Question 12

I received a free promotional item. What happens if I return my order?

Accepted Answer

If your order came with a free promotional item, it must also be returned. Otherwise, the value of the free item will be deducted from your refund.

Question 13

What should I do if there’s an issue with my jewellery?

Accepted Answer

All Lucelise pieces are carefully inspected before shipping. However, if you notice a problem, please contact us within 24 hours of receiving your item. Our team will be happy to assist you.

LUCELISE

Get In Touch

Customer Service