Delivery times may occasionally be longer than expected due to factors outside our control, such as high demand, carrier delays, customs processing, or seasonal volume.

If your order has not arrived within the estimated timeframe shown in our Shipping Policy, please contact us with your order number.

We will review the status of your shipment and assist accordingly.

Rest assured that delayed orders are monitored and handled on a case-by-case basis.

Important Fulfilment Update (12 Feb - 23 Feb):

As part of our continued growth, we are currently transitioning to a larger warehouse facility to further elevate our logistics operations and long-term service standards.

During this temporary relocation period, select products may experience dispatch delays and will ship after 23rd February.

If you require any clarification, our team remains at your disposal at contact@luciente-online.com.

We sincerely apologise for any inconvenience this may cause and deeply appreciate your patience and understanding during this important milestone for our brand.

Once your order has been shipped, you will receive a confirmation email containing your tracking number.

You can track your order at any time using our tracking page:

[TRACK MY ORDER]

Please allow up to 48 hours for tracking information to update.

To request a return, please contact our support team with:

• your order number
• the item(s) you wish to return
• the reason for return

Once your request is approved, you will receive return instructions.

Please note that due to a higher-than-usual volume of orders, we are currently processing a larger number of return requests. While this may result in slightly extended processing times, all return requests are reviewed carefully and handled in line with our Returns & Refunds Policy.

Once a return is received and inspected, refunds are processed within the timeframe outlined in our refund policy.

Please note:

• Processing times may vary depending on your payment provider
• It may take several business days for the refunded amount to appear in your account after processing
  

If you believe your refund is taking longer than expected, contact us and we will review your case.

No eligible refund request is ignored or left unresolved.

If your order arrives damaged, please contact us within 48 hours of delivery and include:

• your order number
• clear photos of the damaged item and packaging

We will review the case and arrange a replacement or refund where applicable.

Temporary tracking gaps, transit delays, or paused updates can occur while a parcel is moving between logistics hubs or undergoing customs processing. This does not necessarily indicate that a package is lost.

A parcel is considered lost only after the carrier officially confirms it.

If your tracking shows no movement for an extended period beyond the estimated delivery window, please follow these steps:

1. Contact the carrier directly using your tracking number and request a status update or investigation.
2. Follow the carrier’s instructions for initiating a claim, which may include identity or address verification.

Before delivery, our support team can assist by:

• monitoring the shipment status
• providing relevant shipping documentation upon request

Please note that refunds or replacements are considered only after the carrier completes its investigation and confirms the claim outcome, as all loss determinations are made by the carrier and its insurance provider.

If a claim is denied by the carrier, Luciénte is not obligated to issue a refund or replacement.

For full details, please refer to our Shipping Policy.

Order cancellations are possible only before the order has entered processing or dispatch.

If you wish to cancel your order, please contact us immediately with your order number.

We will confirm whether cancellation is still possible.

Please note:

• Once an order has entered processing or shipping, cancellation is no longer possible
• In such cases, the order must be received and handled in accordance with our Returns & Refunds Policy

All cancellation requests are reviewed individually and handled in line with our published policies.

Please review your order carefully before completing checkout.

Once an order has been placed, it begins processing immediately through our fulfilment system. Changes to the shipping address, size, or product are not guaranteed and may not be possible once processing has started.

If you notice an error, contact us as soon as possible with your order number.

We will check whether the order can still be amended before dispatch.

Please note:

• Orders already in processing or shipped cannot be modified
• Luciénte is not responsible for delivery issues resulting from incorrect or incomplete information provided at checkout
• If an order is returned due to an address error, reshipment fees may apply or a refund may be issued excluding shipping costs

For full details, please refer to our Shipping Policy.

An order confirmation email is sent automatically immediately after your order is placed.

This email includes your order number, order summary, and the shipping address provided at checkout.

In some cases, confirmation emails may be filtered into your spam or junk folder. Please check these folders carefully.

If you have:

• checked your spam or junk folder
• verified that your email address was entered correctly
• allowed some time after placing the order

and still have not received the confirmation email, please contact our support team.

When reaching out, kindly include your full name and any available order details so we can verify your order status and resend the confirmation if necessary.

Luciénte is operated by a small, dedicated team working closely with professional fulfilment and logistics partners.

Every order placed on our website is processed and tracked through verified international carriers.

All customer inquiries, returns, and refunds are handled carefully and in accordance with our published policies.

During periods of high demand, responses may take slightly longer — this does not affect the handling of your order or request.

Your inquiry is recorded and will be reviewed. We appreciate your patience and trust.