shipping & returns

Packaging

All LUCZA purchases will be carefully gift-wrapped with tissue and gift boxes tied with ribbon. 

If your order is a gift, we will include a card with a hand-written gift message. Simply enter your gift message in the comments section of the order page when purchasing. Invoices for orders with gift messages will be sent to the billing address, whilst the order will be sent without invoice/price details to the consignee/shipping address.

Shipping

For shipments within the UK, we offer next busines day or designated day delivery which delivers to most UK post codes* on the next working day (* please note that some UK post codes such as Scottish Highlands and Channel Islands require extra time for the delivery to be made).

The following table is a guide to the delivery times based on location. Please note we can not be responsible for delays due to customs or weather.

DELIVERY CHARGES

Our delivery charges per order are:

UK Next Day or Designated Day M-F - £7.50

Channel Islands/Scottish Highlands/Isle of Man - £10.00

Europe £20

USA/Canada £20

Rest of World £30

Designated Delivery Day

Should you wish to have your purchases delivered on a particular day during the week, Monday - Friday, please write in the comments section which day is best for you. We will then send the goods out the evening before for next day delivery. Please note this is for UK deliveries only.

VAT

LUCZA prices include UK VAT for all EU-based customers. For deliveries to customers outside the EU, the system will automatically deduct the UK VAT from the order. 

Delivery

Once your credit card has been approved, your order will be dispatched from London by courier such as DHL, TNT, Citylink, or by Royal Mail Special Delivery.

Dispatch will be made to your stated delivery address and a signature will be required upon delivery to ensure safe arrival.

For orders placed before 12:00 Noon, Monday to Friday, we aim to dispatch on the same day. For orders placed after 12:00 Noon we will dispatch your order on the next working day.  A daytime telephone number is required in case we or our delivery agents need to contact you.

International Shipping: Duties and Taxes

For shipping destinations outside the EEC, please note that your order will be shipped exclusive of import duties and customs charges: your order will be shipped as DDU (Delivered Duty Unpaid). In certain countries you may also be requested to pay additional local sales taxes at the time your order is delivered to you. Such additional local charges, if they arise, are for the customer's responsibility.

In the event that you wish to return any item, please note that import duties and local sales taxes will not be refundable by us.

Exchanges/Returns/Refunds

We hope that you will be delighted with your LUCZA products. We understand however that on occasion you may want to exchange an item for a different size or colour or that you may wish to return an order.

You may return your goods to us and we will refund your purchase in full provided that the goods are received by us unused, in a perfect saleable condition, with all tags attached. We will not accept returns for non-faulty items which have been worn and/or where tags have been removed.

Christmas Returns Policy

To make gift-buying easier, our returns policy is extended during the festive season for all orders placed between Thursday 1 December 2011 and Thursday 22 December 2011. Returns and exchanges will be accepted until Sunday 8 January 2012.

Free UK Returns

Should you wish to return an item please complete the LUCZA Returns Form and DHL Airway Bill included with your order.  To complete your return please follow instructions on the LUCZA Returns Form, ensuring to refuse insurance and timed delivery. DHL will collect the items from you at your convenience Monday-Friday 9am-5pm. Should you wish to return goods by Royal Mail please obtain tracking number and insurance.

Remember, you must return the goods to us within 15 days of the date on which we dispatched your original order. Sale items must be returned within 7 days from the date of purchase

Book Free Collection from DHL

Book free UK collection with DHL, by calling +44 (0)844 248 0844 or visiting www.dhl.com. 
Fill in the returns form that you received in your order and fill in the DHL air waybill.  Please leave your package open until the driver has checked the contents.

Please note that any international duties and taxes are not refunded for shipments outside the European Community (EEC).

Provided the goods are returned in the same condition as we shipped them, we will arrange the refund against your credit/debit card. This refund will be done within 10 days of LUCZA receiving the returned items.

Returns From Outside The UK

Returns from outside the UK are the responsibility of the customer.

Exchanges

It's free to exchange items for a different size, based on stock availability. Shipping is free on the replacement item if delivered in the UK.

Gift Returns

If you have received an item as a gift, you may exchange it for another LUCZA item or LUCZA store credit.  The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties.

To arrange a gift return, please email enquiries@lucza.com or call 0207 792 5600 during business hours. 

Late Returns

An RMA number should be requested within seven days of receiving your order. You should then return your item(s) within 14 days of receiving this number.  Returns outside these timeframes may be accepted at the discretion of LUCZA and may only be refunded as a store credit.

Insurance

LUCZA insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by LUCZA and transfer of responsibility in the same way.

Important Information

• All items are quality controlled and checked for any faults before they are dispatched to customers.
• Should you receive an item that is not in perfect condition please contact us immediately.
• Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
• Items should be returned in their original packaging to ensure they are adequately protected in transit.
• Free collection does not apply to items returned from a different country to the original shipping destination or to orders cancelled under the DSRs.
• We prefer that items are returned to us via DHL to ensure that they are protected and insured during transit.  Our address for all returns is LUCZA, 113 Portobello Road, London, W11 2QB and we request that you contact us at enquiries@lucza.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via DHL.