Frequently Asked Questions (FAQ)
Welcome to the Lucas Couture FAQ page. Here you'll find answers to some of the most common questions about our shipping, returns, payments, and more. If you have further inquiries, please don't hesitate to contact us.
1. What shipping methods do you use?
We use trusted delivery partners such as Royal Mail, Evri, and DHL to ship our products to you. All orders are handled carefully and shipped as quickly as possible.
2. How long will it take for my order to arrive?
The total estimated delivery time is 5-8 business days. This includes a 1-2 business day processing time, followed by 4-6 business days for shipping.
3. Can I change my shipping address after placing an order?
You can change your shipping address within 24 hours of ordering. Once the order has been shipped, the address cannot be changed.
4. How can I cancel my order?
You can cancel your order for free within 24 hours of placing it. After 24 hours, cancellations are no longer possible due to our fast processing times.
5. Do you offer free shipping?
Yes, we offer free shipping within the United Kingdom on all orders.
6. Can I exchange an item?
Yes, we accept exchanges. Please contact our customer service team at support@lucascouture.com for assistance.
7. What should I do if I receive a damaged or incorrect item?
If you receive a damaged or incorrect product, please contact us immediately for further instructions. We will work to resolve the issue to your satisfaction.
8. How do I return an item?
To return an item, email our customer service team at support@lucascouture.com with your order number and reason for return. We will provide you with the next steps.
9. Do I have to pay for return shipping?
You are responsible for return shipping costs unless the return is due to a damaged, incorrect, or faulty item on our part.
10. How do I get a refund?
To initiate a refund, contact us at support@lucascouture.com. Once we receive and inspect your returned item, we will notify you of the refund status. If approved, we will issue a refund to your original payment method.
11. How long does it take to process a refund?
Refunds are processed within 7 business days after we receive and inspect your returned item. The time it takes to reflect in your account depends on your card issuer's policy.
12. Can I return sale items?
Sale items are not eligible for a refund to the original payment method. Instead, you will receive store credit for the value of the returned sale item(s).
13. What should I do if I notice a problem with my package during delivery?
If your package is damaged during transit, please notify us within 7 working days of receipt. We may require photographic proof of the damaged goods to process your claim.
14. Do you accept international orders?
At this time, we only offer shipping within the United Kingdom.
15. What payment methods do you accept?
We accept Visa, MasterCard, AMEX, UnionPay, Shop Pay, and Google Pay. All prices are listed in GBP.
16. Is my payment information secure?
Yes, we use Secure Sockets Layer (SSL) technology to encrypt your payment and personal details during transactions. You can verify the security by checking for a closed lock icon in your browser.
17. Can I change or modify my order after it’s been placed?
Once an order is processed, we cannot modify it. If you need to make a change, please contact our customer service team immediately. If the order hasn't shipped, we may be able to assist you.
18. How can I contact customer service?
You can contact our customer service team via email at support@lucascouture.com or by phone at +44 755 776-8838. Our customer support hours are Monday to Friday, 8:00 AM to 6:00 PM.
19. What happens if I miss the delivery?
If our delivery partners (Royal Mail, Evri, or DHL) are unable to deliver to your address or at a convenient time, they will proactively contact you to resolve the issue and arrange another delivery attempt.
20. Do you offer any warranties on your products?
We do not offer warranties on our products, but we are committed to providing a satisfactory resolution if you receive a damaged or faulty item.
If you have any additional questions, please feel free to reach out to our customer service team. We are happy to assist you!