Delivery & Returns
Order & Delivery
How to place an order
To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. We have several verification stages when customers place an order, this is done to provide our customers with the highest level of security. If your order is successful, you should receive an order confirmation via the e-mail address provided by you at the checkout page. If not, please contact us and we can assist you in this matter. You do not need to be signed into an account to place an order. You do however need a valid email-address and contact information in the checkout. You always have the option to register an account in the checkout process to facilitate future orders and get offers.
We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive tracking info, along with the info of an estimated delivery date, via email. You should receive your order 5-10 business days thereafter. Packages are not transported on weekends and local public holidays. Kindly note that the estimated delivery times (5-10 business days) are estimates and may vary due to external factors outside of Lucas & Lilli, and its courier’s, control. These factors may include but are not limited to, extreme weather conditions, technical failures, customs delays, etc. Additionally, please note that during periods of promotional campaigns, delivery times may be longer than usual. If you wish to have your order delivered to a pick-up point all you need to do is contact your local TNT/FedEx Office with your tracking-ID and request them to deliver your package to your nearest TNT/FedEx Office. Your package will be in a secure location where you can pick it up at your own convenience. As a customer you are also able to fill out a different delivery address than your invoice address in the checkout process choosing "Ship to different address". Note that the alternative delivery address must be in the same currency/country as your invoice address. If you pay through PayPal make sure to double check the address stated in your account. In terms of tracking you will in the delivery note for your order you receive a tracking-link via our partner TNT/FedEx. This link will provide you with information on the status of your order in terms of delivery. Shipping costs are dependent on freight option, weight of the parcel and destination country, actual shipping costs are clearly displayed in the checkout before you complete an order.
Return & Exchange Process
How do I exchange my order?
Customers wishing to exchange goods in an already placed or delivered order, we ask customers to return the goods wished to be exchanged and place an new order with the correct item(s). In the event of questions or assistance please contact our customer service.
How do I return my order?
Please drop us an email and let us know who you are, what you are sending back and the reason for returning it. Pack your garment in suitable package bag/box (we’d really like to try and keep waste to a minimum, so please consider the environment and re-use our packaging as much as possible). Mark your package Return Goods. Please ship the items in the post to us, We're not responsible for returns in transit so please use a recorded service to make sure they arrive safely. Returns/Exchanges should be sent to our return address: please email email@example.com for details. We will take care of everything when your goods arrive back and we'll let you know if there's anything we need to talk to you about. Please remember that all costs for returns is yours. Unfortunately we cannot track your returned order, but if you have any queries, we are happy to help you. For claims or errors, however, Lucas & Lilli of course takes all additional charges. If your order was paid with a credit card, the money will be transferred to the card used at the purchase. If you used PayPal, the money will be returned to your PayPal account. These transactions can take up to 3-8 bank days. When we've accepted your return and transferred the money, you will here from us.
Have you received my return?
We will always try to handle your return as fast as possible. We will send you and email once your return has been processed and if we need any additional information from you. You are always welcome to email us or give us a call to check on the status of your return.
How long time does it take to handle a return?
Normally, we process changes and returns within 30 days of receiving them.
When will I receive my refund?
Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return. The product(s) must be received within 30 days. It must be unused – in its original packaging with labels and protective stickers intact - and still in the same new condition as when the item(s) was received. If your return is approved, a full refund will be issued for your order. Once a refund is issued on our system, you can expect it to be visible in your account within 5-10 business days.
If I need to make a claim, what do I do?
As a customer you are responsible for unboxing your order and checking that the goods are faultless as soon as possible after delivery. If you have received products that are damaged or if the good has another defect, please contact our customer service department via firstname.lastname@example.org to get approval before returning the good(s) via waybill. Please always state your order number in the email. Please also attach a picture detailing the damage and/or defect. When returning the goods you as a customer are responsible for getting the goods back to us in desired condition. Turn the original packaging inside out and make sure to pack the items well. In the return form make sure to outline in writing the damage and/or defect as detailed as possible. Lucas & Lilli will compensate you costs incurred in returning the products if the goods are proven damaged and/or defect.