FAQs | Lucelise

Do you ship internationally?

Yes, we ship Lucelise orders worldwide. No matter where you are, elegance will find its way to you.
Can I return or exchange my item?

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

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

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.
How long will my order take to arrive?

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.
Can I cancel my order after placing it?

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.
Where is my order?

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

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.
How will I know when my order has been shipped?

Once your order has been dispatched, you will receive an email notification including your tracking number.
Can I change my delivery address?

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

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

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.
Can my order be sent as a gift?

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.