Return & Refund Policy

By placing an order with Lucia Living you agree to the following terms. These policies are designed to ensure transparency in our refund and returns practices and processes. Please note that these policies apply to UK customers only.

14-Day Return Policy

Return validity period: within 14 days from the date you actually sign for the goods (subject to the logistics receipt record)

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please include the original order confirmation or packing slip when returning an item.

Return Process

• Contact Us: Before returning any items, please contact our return team at support@lucialiving.co.uk to initiate the return process.
• Return Authorization: Once your return request is approved, you will receive a Return Authorization (RA) number and instructions on how to return the product.
• Package the Item: Pack the item securely in its original packaging, including any accessories you have provided.
• Include RA Number: Clearly write the provided RA number on the outside of the package.

Restocking Fee

We do not charge a restocking fee on returns.

Return Shipping Fee

Customers are responsible for the costs of return shipping unless the return is due to a defect or error on our part. We recommend using a trackable shipping method for returns.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 4 business days.

Refused Shipments

Once your order has been shipped, we are unable to stop the delivery. If you choose to refuse the package, a fee of 30%–50% of the order amount will be charged to cover storage, handling, and shipping costs. This fee will be deducted from your refund.

Damaged or Defective items

If you find that the package is damaged during transit, please take photos after receiving it and send them to our customer service as proof. Our support team will respond within 24-48 hours on business days. Please remember to check your inbox and spam folder for our reply. 

If you encounter any issues during the shopping process, please feel free to contact us at support@lucialiving.co.uk

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Contact Information

Support: Monday - Friday: 9:00 AM - 6:00 PM (GMT+08:00)