Shipping & Returns

SHIPPING

Costs

€5,95 to Belgium, Germany, Luxembourg and the Netherlands

€9,95 to Austria, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Monaco, Spain and United Kingdom

€12,95 to Hungary, Ireland, Italy, Latvia, Lithuania, Poland, Portugal, Romania, Slovakia, Slovenia and Sweden

 

Orders over €200: free

Shipping times

For items in stock:

    • Preparation time: 3 working 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, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece (Attica and Central Macedonia), Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and United Kingdom.

Carrier

All our packages are shipped with UPS.

Tracking

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

RETURNS

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

Costs

The return shipping cost is €9,95.

Returns period

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

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 UPS collection point.
  5. Keep the receipt issued by UPS until we confirm by e-mail that the package has arrived.
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.