Frequently Asked Questions

Orders and Processing

What's your daily order cut-off?

Orders placed before 5:00 PM ET, Monday to Friday, start processing the same day. Orders placed after 5:00 PM ET on a Friday, over the weekend, or on a U.S. federal holiday start processing on the next business day.

How long does processing take?

Most orders are picked, checked, and dispatched within 1–3 business days.

Can I change or cancel my order?

Address changes can be requested at support@lucins.com before your order moves to "Processing". Cancellations are possible within 12 hours of ordering; after that, your order may already be in transit and would need to be returned instead.

Shipping and Delivery

Where do you ship?

We deliver to addresses within the United States only.

How much is shipping?

Standard shipping is free on every order to U.S. addresses, with no handling fees added at checkout.

When will my order arrive?

Transit usually takes 7–14 business days after dispatch, for a total estimated delivery time of 8–17 business days from purchase. Brief delays can occur during peak seasons and around holidays.

Which carriers do you use?

We ship with established carriers including USPS and FedEx. The carrier depends on your address and current availability.

Where does my order ship from?

Lucins is operated by a UK-registered company, and our products are fulfilled and shipped by international logistics partners and warehouses. Our registered address in Hounslow is for business correspondence only; orders are not shipped from it.

Will I pay sales tax or import fees?

Applicable sales tax is calculated at checkout based on your delivery address. Any import duties or customs fees are covered by us, so you won't pay anything extra on delivery.

Tracking

How do I track my order?

We'll email your tracking number within 48 hours of dispatch. You can also check progress at any time on our Order Tracking page.

My tracking says "Delivered", but my parcel isn't here. What should I do?

Email support@lucins.com within 3 business days and we'll open an investigation with the carrier straight away.

Returns and Refunds

What's your return policy?

You can request a return within 30 days of delivery. Items must be unused, uninstalled, and in their original condition and packaging, including all parts and hardware.

How do I start a return?

Email support@lucins.com within 30 days of delivery with your order number and the reason for your return. Once approved, we'll send you return instructions. Returns sent without prior approval may not be accepted.

Who pays for return shipping?

If your item is defective, damaged, or incorrect, we cover return shipping. For change-of-mind returns, return shipping is paid by you and is not refundable.

How long do refunds take?

After your return is received and inspected, approved refunds are processed within 7 business days to your original payment method. Your bank may take a few extra days to show the refund.

Do you charge a restocking fee?

No. We never charge restocking fees. Eligible returns are refunded in full for the price of the item.

Can I exchange an item?

Yes. Return the original item as usual, then place a new order for the one you'd like once your return is complete.

Which items can't be returned?

Items that have been used, installed, assembled, or altered; items without their original packaging, parts, or hardware; personalized or made-to-order items; opened consumables such as candles or home fragrance; and final sale or clearance items. These exclusions don't apply if an item is defective or not as described.

What if my order arrives damaged or incorrect?

Email support@lucins.com within 48 hours of delivery with clear photos of the item and packaging, and we'll resolve it as quickly as possible.

Are my consumer rights protected?

Yes. Our policies don't limit any rights you have under applicable U.S. federal and state consumer protection laws. If an item is defective, damaged, or not as described, you're entitled to a replacement or full refund at no cost to you.

Payments

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, and Discover, as well as Shop Pay, Apple Pay, and Google Pay. All prices are in U.S. Dollars (USD).

Privacy and Data

How do you use my personal information?

We use it to process and deliver orders, provide customer support, improve our website, prevent fraud, and meet legal obligations. We do not sell your personal information for money.

Is my payment information secure?

Yes. Payments are processed through secure, encrypted systems, and we never store your full card details.

What privacy rights do I have?

Depending on your state, you may be able to access, correct, or delete your personal information and opt out of targeted advertising or the sale or sharing of your data. Email support@lucins.com or use the "Your Privacy Choices" link in our footer to make a request.

Contact

How can I reach customer support?

Email support@lucins.com or use our Contact page. We're available Monday to Friday, 9:00 AM – 5:30 PM ET, and Saturday and Sunday, 10:00 AM – 3:00 PM ET, and we aim to reply within 24 hours.