Refund policy
This policy applies to orders placed at luceferoce.com and delivered within Great Britain. Nothing in this policy affects your statutory rights.
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order for any reason within 14 days of the day you receive it. You do not need to give a reason.
To cancel, email us at contactus@luceferoce.com with your order number. Once you have told us you wish to cancel, you have a further 14 days to send the goods back to us.
This right applies to sale items in exactly the same way as full-price items.
Condition of returned items
Items must be returned unworn and unused, with all original tags attached and in their original packaging. We may reduce your refund to reflect any loss in value caused by handling beyond what would be reasonable in a shop.
Items we cannot accept back
For hygiene reasons, we cannot accept returns of the following once the sealed packaging has been opened:
- Shapewear and corsetry
- Briefs, thongs and other underwear
- Swimwear where the hygiene strip has been removed
This does not affect your rights if an item is faulty or not as described.
Faulty or incorrect items
Under the Consumer Rights Act 2015, you have 30 days from receipt to reject a faulty item for a full refund. Email contactus@luceferoce.com with your order number and a photograph of the fault, and we will arrange a refund, replacement or repair. We cover return postage on faulty, damaged or incorrectly supplied items.
Return postage
If you are returning an item because you have changed your mind, you pay the cost of return postage. We recommend using a tracked service, as we cannot refund items that do not reach us. If an item is faulty, damaged or not what you ordered, we pay the return postage.
Refunds
Once we have received and inspected your return, we will refund you to your original payment method within 14 days. Where you have cancelled your entire order under your right to cancel, we will also refund the standard outbound delivery charge you paid. If you chose a faster or more expensive delivery option, we refund the standard rate.
Your bank or card provider may take a few additional days to show the refund on your statement.
Delivery problems
If your order has not arrived within the expected timeframe, please check the tracking details in your dispatch email, then contact us at contactus@luceferoce.com. Your order is our responsibility until it is delivered to you, and we will take up any delivery problem with the courier on your behalf.
Incorrect delivery addresses
Please check your delivery address carefully at checkout. If a parcel is returned to us because the address given was incorrect or incomplete, we will refund the cost of the goods. A further delivery charge will apply if you would like the order sent again.
How to start a return
Email contactus@luceferoce.com with your order number and the item you wish to return. We will confirm the return address and the next steps. Please contact us before sending anything back.
Contact
Luce Feroce Ltd
66 Paul Street, London, EC2A 4NA, United Kingdom
Email: contactus@luceferoce.com
Registered in England and Wales. Company No. 17385205.