Shipping Policy

 

LUCIELA.EU ships its products to Germany, Austria, Belgium, Slovakia, Slovenia, Spain, France, Italy, Luxembourg, the Netherlands and Portugal. We ship to mainland Spain and the Balearic Islands of Mallorca, Menorca and Ibiza, but we do not ship to the Canary Islands, Formentera, Cabrera, Ceuta, Melilla, Gibraltar or Andorra. In Portugal, we do not ship to Madeira or the Azores Islands. If you wish to place an order from one of these locations you may do so, but the shipping address must be located in one of the destinations we ship to.  

 

LUCIELA.EU reserves the right to use different courier companies or to modify the shipping method, without any repercussions to the USER either financially or in terms of shipping times agreed. In any case, LUCIELA.EU will be responsible for the extra costs involved in changing delivery mode if it occurs after the USER has made the purchase.

 

 

PRODUCT AVAILABILITY

On our website we indicate the availability of each product. You can consult this information by clicking on the chosen product. You will find different availabilities and options that we explain below:

  • In stock: available for purchase and order processing. 
  • Out of stock: in this case the product is not available because it is out of stock.

ORDER PROCESSING

 

Once the purchase is made, LUCIELA.EU will process and ship the order within 3 working days for products in stock.

 

At LUCIELA.EU orders are only processed and shipped on business days, so it is important to take into account non-working days and Spanish public holidays to know when you will receive your order. On Fridays, processing hours will be reduced to orders placed before 15:00.

 

ORDER SHIPPING

 

SHIPPING TIMES

 

Once the purchase is made, LUCIELA.EU will process and ship the order within 3 working days for products in stock.

 

Once the order is prepared and sent by LUCIELA.EU, it will be delivered within 5 working days.

 

As soon as the order is with DHL, you will receive an email from DHL with a link to track the shipment. Via this e-mail you will be able to select a delivery date from those proposed by the agency, and in certain cases modify the delivery address or replace the home delivery option with delivery to a DHL collection point. If any modification involves an additional cost, you will be informed of this by the transport agency. We recommend that you read DHL's terms and conditions before making any changes to your shipment.

 

Again, please note that no shipments will be made on non-business days or Spanish public holidays.

 

The times indicated in these terms and conditions are approximate and may vary slightly depending on the products purchased and the shipping address selected, as well as for reasons beyond LUCIELA.EU's control. In any case, in compliance with applicable regulations, the order will be delivered no later than 30 calendar days from the date of the Order Confirmation.

 

 SHIPPING METHOD

 

Our shipments will be delivered by DHL. DHL works on business days from 09:00 to 19:00. You will receive an email from DHL with a shipment tracking number so you can track your shipment at any time.

 

During the checkout process you will be able to choose between delivery to a DHL collection point or home delivery to the address entered at the moment of checkout.

 

SHIPPING COSTS

 

Shipping and/or handling charges are not included in the price and will be shown to you before finalising your purchase. The costs will vary depending on the amount of the order and the country of destination. Specifically, all shipping costs can be found in the "Shipping & Returns" section.

Exchanges, Returns and Incidents Policy

From the LUCIELA.EU team we want to inform you that all our CUSTOMERS have a guarantee of return of their products under the terms and conditions developed below.

1.1. CHANGE OF OPINION OR ERROR IN THE ORDER BY THE CUSTOMER

 

If you change your mind or have made a mistake when ordering a product, you can inform us at the e-mail address hello@luciela.eu. If the order has not yet been shipped, we will modify or cancel it as requested, and we will refund you the full amount in case of cancellation. In the event that the order has already been shipped, or LUCIELA.EU cannot cancel the pickup by DHL, no change or cancellation will be possible. In this case, you can return the order free of charge within 14 calendar days of receipt of the order. In such a case, the CUSTOMER shall exclusively bear the direct cost of returning the products. For more information, please consult our "General Conditions"section 3.6 EXCHANGES AND RETURNS POLICY. 

 

No refund will be made for returned products that arrive in poor condition or with deteriorated packaging. We will not accept the return of products, and therefore will not reimburse the amount, in the following cases:

    • In the supply of goods made according to the CUSTOMER's specifications or clearly personalised.
    • Given the nature of the products offered by LUCIELA.EU on its website, for reasons of health protection and hygiene, returns of products without their wrapping, packaging, hygiene stickers or when they show signs of having been tampered with are not allowed. The products must have the hygiene stickers and the rest of the labels intact. Under no circumstances will returns of thongs be accepted, as due to their characteristics we cannot ensure the necessary health or hygiene protection in accordance with the applicable regulations.
    • If the product has been used or shows signs of wear and tear due to unnecessary, unjustifiable and/or unacceptable handling. You shall only be liable for the diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the products.
    • If the product has been handled in an improper manner that causes damage to the product.
    • If the purchased product is returned without any of the accessories with which it was delivered.

It is of great importance that the hygiene stickers remain intact, as well as all other labels on the product. The product must be returned in the same condition in which it was delivered, including any accessories included in the packaging or products.

 

Once the correct condition of the returned product has been verified, LUCIELA.EU will proceed to refund the amount within 3 working days, and in any case within a maximum of 14 calendar days, using the same means of payment used by you for the initial transaction. The time it takes for the refund to appear in your account may vary depending on the payment provider, STRIPE or PAYPAL.

 

The CUSTOMER shall bear the direct costs of returning the products. Therefore, the amount to be refunded is the price originally stated in the order, minus the return costs.

 

It is not possible to exchange items. If you would like a different product, you will need to return the original item and place a new order.

 

The foregoing is without prejudice to the legal guarantees recognized in section 2 DEFECTIVE PRODUCTS AND LEGAL WARRANTIES of this legal text.

 

In case you want to return your purchase, you can use the withdrawal form that we make available to you in our "Terms and Conditions"available on the website https://luciela.eu. Specifically in section 3.6.3 WITHDRAWAL PROCEDURE.

 

1.2 DEFECT OR ERROR IN THE ORDER ATTRIBUTABLE TO LUCIELA.EU

 

In case of defect or error caused by LUCIELA.EU, we assume the handling of the return, as well as the costs of the same.

 

Possible colour variations that may occur in the materials or those colour variations depending on the characteristics and configuration of the screen from which the purchase is made are not considered defects.

 

The reimbursement of an order will be made within 3 working days, and in any case within a maximum of 14 calendar days from receipt of the return and verification of the condition of the product(s). The refund will be made via the same payment method used in the purchase. The time it takes for the refund to appear in your account may vary depending on the payment provider, STRIPE or PAYPAL.

 

     2. DEFECTIVE PRODUCTS AND LEGAL WARRANTIES

 

All rights guaranteed to consumers and CUSTOMERS by the laws in force are guaranteed.

 

In case of a defective product or lack of conformity, LUCIELA.EU shall proceed, as appropriate, to repair or replace the product or refund the amount, steps that will be free of charge for the consumer and CUSTOMER.

 

LUCIELA.EU will respond to a lack of conformity that becomes apparent within three years of delivery of the products. The CUSTOMER must inform LUCIELA.EU of the lack of conformity within two months of becoming aware of it.

 

To exercise this right you should do so via e-mail: hello@luciela.eu. 

 

LUCIELA.EU has the right to refuse to bring goods into conformity when it proves impossible or involves disproportionate costs, taking into account all the circumstances, in particular the value that the goods would have had if there had been no lack of conformity, as well as the relevance of the lack of conformity.

 

Likewise, LUCIELA.EU has the right to refuse to bring goods into conformity when the products meet the objective and subjective requirements that apply to it on the basis of the contract and the information displayed on the website https://luciela.eu.

 

Expressly excluded from the warranty are:

    • Indirect damages and losses of any kind.
    • The non-premature wear or natural aging of the product.
    • Use and contact with chemical products or treatment with cleaning products not suitable for the product material.

For the validity of the warranty and the return, exchange or repair of a product, it is essential to provide the purchase data, product reference, defect and the affected part, as well as images showing the damage or defect. Otherwise, we reserve the right not to enforce the warranty or generate a charge for transportation and repair of the product, when the problem is not due to a defect covered by this warranty.

 

In case of replacement, the exchange will always be made for the same item or, if not possible, one of similar characteristics. You will only be billed for the first shipment, with LUCIELA.EU taking charge of the postage for the return and new shipment.

 

When the repair or replacement of a product is necessary, the relevant costs will be free of charge for the CUSTOMER (shipping, transport, labour or materials, etc.).

 

The reimbursement of an order will be made within 3 working days, and in any case within a maximum of 14 calendar days from receipt of the return and verification of the good condition of the same. The refund will be made via the same payment method used in the purchase. The time it takes for the refund to appear in your account may vary depending on the payment provider, STRIPE or PAYPAL.

 

TRANSPORT DAMAGE

 

When the order is delivered to you:

    • Review the order
    • Note any damage or breakage to the package on the packing slip.
    • If it is damaged, do not accept the order and contact us to solve the problem.

If you have accepted the goods and, when you open the package you see that they are is in bad condition, take one or more photographs of the condition of the box and the goods and contact us as soon as possible. We will make a claim to the agency and we will send you a new order immediately and, of course, free of charge.

 

 HOW TO REQUEST A RETURN?

 

Regardless of the reason for the return, the steps to follow are as follow:

 

1. Please indicate your wish to return an item via the "Shipping & Returns" section of the website https://luciela.eu. You can request information on the process by writing to hello@luciela.eu.

 

2. Once we have registered the return we will email you the return shipping label, which you will need to attach to the package. You may choose to drop off the package at the nearest DHL collection point or, in certain countries for an additional charge, DHL can pick it up at your home address. We advise all CUSTOMERS to retain the proof of receipt issued by DHL.

 

Specifically, the return costs can be found in the "Shipping & Returns" section.

 

You must communicate your decision to withdraw from the contract and return the products to us via DHL without undue delay, and at the latest within 14 calendar days from the date of receipt of the order. If you choose a different shipping method, you must pay for the cost of such shipment. The deadline shall be deemed to have been met if you return the goods to DHL before the deadline has expired.

 

The item to be returned, in any case, must be properly packaged for its return, and it is the CUSTOMER who must ensure that it is in optimal condition.

 

LUCIELA.EU may not accept a return when the conditions are not met.