Frequently Asked Questions

ORDERS

Can I modify or cancel my order?

If you change your mind or have made a mistake when ordering a product, please let us know as soon as possible by sending an email to 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 of the order (with shipping costs) in case of cancellation. In the event that the order has already been shipped, or we are unable to cancel the DHL pickup, no change or cancellation will be possible. In this case, you have the option to return the order after receiving it. See our Shipping & Returns page for more information.

How can I track my order?

Once your order is prepared you will receive an email from DHL with a link to track your package. 

What happens if there is a problem with my order?

If you believe that there is a problem with your order, such as an incorrect, defective or incomplete item, please contact us at hello@luciela.eu and we will resolve it as soon as possible.

Where can I see the details of my order?

You will receive an email confirmation of your order shortly after purchase.

Will I receive my order gift wrapped?

All our orders come wrapped in tissue paper and ribbon. We do not include the receipt in the box so it is possible to send your order directly to a recipient as a gift, but please note that the box will be a standard cardboard box with the shipping label attached. At this time, we do not offer other gift wrapping options.

PAYMENTS

Which payment methods are accepted?

We only accept orders online, by credit/debit card or PayPal. We accept Maestro, Visa, Mastercard and American Express. Currently it is not possible to pay in installments.

Is my payment secure?

Yes, we use the well-known online payment processor Stripe. Stripe is a PCI Level 1-certified service provider, which is the most stringent level of certification available in the payment industry. If you have any questions, please do not hesitate to contact us at hello@luciela.eu.

SHIPPING

See the page on shipping for more information

How much does shipping cost?

For orders under 100€ in Spain and Portugal shipping costs are 4,95€.

For orders under 150€ in France and Germany shipping costs are 7,95€.

For orders under 150€ in other European countries the shipping costs are 9,95€.

 

For orders above these amounts, shipping is free of charge.

Where do you ship to?

We ship to the following countries:

 

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.

 

There are some destinations in Spain and Portugal to which we do not ship at this time. See the Shipping & Returns page for more information.

Which carrier does Luciela use?

All of our packages are shipped with DHL.

How long will it take for my order to arrive?

For items in stock we aim to ship all orders within 3 working days. After it has been shipped, you should receive your order within 5 working days. We do not currently offer an express delivery service.

What should I do if I have not received my order?

If you have not received your order on time, you can check the status of your delivery by clicking on the tracking link provided by DHL via email. If you think there is a problem, please contact us at hello@luciela.eu.

Can I choose the day and time of delivery?

Yes, you will receive an email from DHL with the option to select a delivery date, change the delivery address or send the package to a DHL collection point.

RETURNS AND REFUNDS

See the section on returns for more information

Can I return Luciela products?

All products - with the exception of thongs - may be returned within 14 calendar days of receipt. Products must be unworn, unwashed, undamaged and with all tags attached. All briefs must have the hygiene sticker intact and must meet our hygiene standards. To process a return, please visit our Shipping & Returns page.

Can I exchange items?

No, 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.

How do I request a return?

You must request a return by completing this form. Once we have registered the return we will send you the return shipping label by email, which you must attach to the package. You can choose to leave the package at the nearest DHL service point or, for an additional charge, DHL can collect it from your home address if you live in Spain or Portugal. We advise all customers to keep the proof of receipt issued by DHL.

 

More information on the Shipping & Returns page.

Are returns free of charge?

No, the return of a package costs 4,95€ in Spain and Portugal, 7,95€ in France and Germany and 9,95€ in other European countries, which will be deducted from the cost of the items to be refunded.

 

The home pick-up option is only available in Spain and Portugal and costs an additional €3, i.e. €7,95 in total.

When will I receive my refund?

Provided the items are returned unworn, unwashed, undamaged and with all tags attached, we will process the refund within 3 working days of receipt and send you confirmation by email. The refund - minus the return costs - will be processed with the same payment method used to place the order. In the case of Stripe, the refund may take 5-10 business days 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. Please note that thongs are not refundable.

Will the shipping costs be refunded?

Yes, shipping costs will be refunded to you together with the returned order amount.

SIZING AND GARMENT CARE

How do I know which size is right for me?

You can consult our Size Guide, which includes measurements and references for each of the sizes we offer. We design all our products to have a normal fit (i.e. neither large nor small), however in case this is not the case, be sure to always read the product description where we will indicate if any garment has a different fit. If you still have doubts, write to us and we will do our best to help you.

What if I don't see my size?

It is possible that an item is out of stock in your size. If this is the case, it may take a few weeks for it to become available again. If you do not see your size listed, unfortunately we do not offer it at this time.

How should I care for my Luciela products?

You can consult our Garment Care page or the washing and care recommendations on each product page.

SUSTAINABILITY

See the Sustainability page for more information

Are Luciela products fully biodegradable?

No. Fabrics commonly used to make lingerie (e.g. lace and tulle) contain traditional synthetic fibres such as nylon and elastane. New synthetic fibres are being developed that have a much shorter and much less harmful degradation process, and although we already use some of them in our articles they are often combined with normal synthetic fibres during the fabric manufacturing process. However, over time, we believe that more and more fabrics will be developed that are made entirely from biodegradable fibres and we will seek to use them in our products. If you have any advice or questions about sustainable innovations in the textile sector, please do not hesitate to write to us at hello@luciela.eu.

What is the composition and origin of Luciela articles?

Every component of our products contains recycled and/or biodegradable fibres and we are working to increase this proportion. You can see the composition of each item on its individual product page. You can also read information about all the materials used in Luciela products - and packaging - in the Materials section.

CUSTOMER SERVICE

How can I contact customer service?

You can write to us via this form  or at hello@luciela.eu. As we are a small company, at this time we only offer email support.

When can I expect a response?

We strive to respond to all email inquiries within 2 business days.