Shipping & Returns

SHIPPING

Costs

Orders under 100€ in Spain and Portugal: 4,95€

Orders under 150€ in France and Germany: 7,95€

Orders under 150€ in other European countries: 9,95€

 

Orders above these amounts: free of charge

Shipping times

For items in stock:

    • Preparation time: 3 business days
    • Delivery time: up to 5 business days after shipping

Orders are prepared and deliveries made only on business days.

Destinations

We ship to: Austria, Belgium, France, Germany, Italy, Luxembourg, the Netherlands, Portugal, Slovakia, Slovenia and Spain.

 

IF YOU DON'T SEE YOUR COUNTRY HERE, YOU CAN BUY THROUGH THE PLATFORM WOLF & BADGER. Prices may vary due to taxes, duties and shipping costs.

 

We ship to mainland Spain and the Balearic Islands (Mallorca, Menorca, Ibiza) but unfortunately we do not ship to Formentera, Cabrera, the Canary Islands, Andorra, Ceuta, Melilla or Gibraltar.

 

In Portugal, we do not ship to Madeira and the Azores Islands.

 

Orders are delivered to your home or, if you prefer, to a DHL collection point.

Carrier

All of our packages are shipped with DHL.

Tracking

Once your order is prepared, you will receive an email from DHL with a link to track your package. You will also have the option to select a delivery date, change the delivery address or send the package to a DHL collection point.

RETURNS

To request a refund you must complete this form. More information in the "Process" section below.

Costs

DHL collection point: 4,95€ in Spain and Portugal, 7,95€ in France and Germany and 9,95€ in other European countries.

 

Home pick-up (only possible for customers with an address in Spain and Portugal): 7,95€

Returns period

You have 14 calendar days from the date of delivery of your order to register the return and deposit the package with DHL.

Conditions
  1. The return of thongs is only permitted in the event that an item is incorrect or defective.
  2. Items must be returned unused, unwashed, undamaged and with all tags attached.
  3. Briefs must have the hygiene sticker intact and must meet our hygiene standards. We reserve the right to refuse returns of garments that do not meet acceptable hygiene standards.
  4. Please try our briefs on over your underwear and avoid wearing makeup, perfume or beauty products that may leave marks or odours on our garments.
  5. It is not possible to exchange items. If you want a different product, it is necessary to return the original item and place a new order.
  6. In the case of delivery of an incorrect or defective item, the return shipping costs will be borne by Luciela.
Process
  1. You can request a return by completing this form.
  2. Once you have successfully registered your return, we will send you a confirmation email with the return shipping label to print.
  3. Repack the item(s) securely and attach the return shipping label to the package.
  4. Drop off the package at a DHL collection point or, if you have chosen the home pick-up service, wait for the DHL courier to collect it from your home address. Please note that you cannot select the pick-up time, so make sure someone will be home.
  5. Keep the collection receipt issued by DHL until we confirm by email that we have received the package.
Refunds

After checking the condition of the item(s), if everything is in order we will process the refund within 3 working days of receipt of the package. We will send you an email confirmation and the refund will be processed with the same payment method used for the original order.

 

In the case of Stripe, it may take 5 to 10 business days for the refund to appear in your account. In the case of PayPal, the refund time may vary; more information here. If you have not received your refund within the corresponding timeframe, please contact us at hello@luciela.eu.

 

Shipping costs will be refunded together with the returned order amount. Thongs will not be refunded except in the event of delivery of an incorrect or defective item.

X