Shipping Policy

Last updated: 11.02.2026

At Luciénte, we are committed to providing a reliable, transparent, and premium delivery experience. This Shipping Policy outlines all terms and conditions related to the processing, handling, dispatch, and delivery of orders placed through luciente-online.com.

By completing a purchase on our website, you agree to the terms stated below.

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. The most accurate shipping status for each item is always displayed directly on its respective product page.

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.

Shipping Process

We require 1-2 working days on average to fulfill your order and transport it to our carrier's sort facility. Some items may take longer especially around major holidays (up to 5 days), or if your order includes popular items experiencing stock availability issues. 

We always strive to dispatch orders as quickly as possible. Processing time is separate from the shipping time.

Once your order has begun processing through our shipping department we are unable to make any changes (including address changes). We will only ship to the address provided at check-out. 

We only ship during business days and do not ship on Saturdays, Sundays or holidays. Once your order has shipped, you will receive a Shipping Confirmation email.

For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners’ locations. 

Tracking

All orders are processed with tracking numbers. You will receive an email with the tracking number when you order is dispatched to the carrier's sort facility. 

For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us at contact@luciente-online.com.

Deliveries

Luciénte partners with reputable international carriers through our 3PL fulfillment centre to offer reliable worldwide delivery.

Luciénte ships to 80+ countries worldwide. If your address is accepted at checkout, it means thatdelivery to your specific country and region is available.

Below are estimated delivery windows once the order has been dispatched:

Specific delivery dates are not provided nor guaranteed. 

Lost/Stolen/Damaged Packages:

Lost Packages

A package may experience transit delays, routing scans, or temporary tracking gaps. This is normal and does not indicate loss.

A parcel is treated as “lost” only after the carrier officially confirms it.

If you believe your parcel is lost, please:

1. Contact the carrier using your tracking number

2. Request a status update or investigation

3. Follow their instructions for filing an insurance claim

The carrier may ask for identification, address confirmation, or additional documentation.

Luciénte’s Support:

• Before the parcel is delivered, we will help monitor the shipment and assist you with information needed for your claim.

• Refunds or replacements are considered only after the carrier approves and compensates the claim, as all loss determinations are made by the carrier.

Liability Notes:

• Incorrect or incomplete shipping addresses provided by the customer void insurance eligibility.

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

Stolen Packages (Marked as “Delivered”)

Once a parcel is scanned as Delivered, it is considered successfully handed over to the address provided. At this point, responsibility transfers to the recipient.

If you cannot locate your parcel after it is marked “Delivered”:

1. Check with neighbours, reception desks, concierge staff, or building security

2. Verify the shipping address provided at checkout

3. Allow 24–48 hours for potential delayed delivery updates

4. Open a stolen-package claim directly with the carrier

Some carriers may require a local theft report for insurance validation.

Luciénte cannot replace or refund orders marked as delivered unless the carrier’s insurance claim is approved.

Stolen-parcel claims depend entirely on the carrier’s investigation and decision.

Damaged Packages

If your parcel arrives damaged, please contact the carrier immediately to initiate a damage claim.

To support your claim, you will typically need:

• Photos of the outer packaging

• Photos of the damaged item(s)

• Your tracking number and delivery details

Luciénte’s Support:

We will provide documentation upon request and guide you through the process, but the carrier is responsible for approving or rejecting damage claims.

Refunds & Replacements:

Refunds or replacements are issued only after the carrier approves the insurance claim.

If the carrier denies the claim, Luciénte is not required to compensate for the damage.

Insurance Disclaimer

Luciénte’s “insured shipping” refers to the coverage provided by the carrier’s insurance, not by Luciénte.

This insurance is subject to:

• The carrier’s rules

• Their investigation timelines

• Their approval or rejection of claims

Luciénte does not guarantee compensation outcomes and cannot override carrier decisions.

Customer Agreement

By shopping with Luciénte, you acknowledge that:

• All claims for lost, stolen, or damaged parcels must be opened directly with the carrier.

• Luciénte assists with information but does not file, manage, or control insurance claims.

• Refunds or replacements are considered only when the carrier confirms the claim outcome.

• Parcels marked as “Delivered” fall under the recipient’s responsibility.

• Luciénte is not liable for incorrect addresses, unclaimed parcels, customs delays, or carrier-related issues outside our control.

Wrong Address Disclaimer

It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change. 

It is the customers responsibility to nominate a safe and secure shipping address. Luciénte is not responsible for for missing or stolen packages once an order has been delivered to the correct shipping address. Luciénte is not liable for any damage to parcels once successfully delivered to the correct shipping address.

It is the customer’s responsibility to provide accurate and complete shipping information.

Luciénte is not liable for:

•Delays caused by incorrect or incomplete addresses

•Packages returned due to failed delivery attempts

•Lost shipments resulting from inaccurate address submission

If a package is returned to our fulfilment centre due to customer error:

•Reshipment fees will apply

•Alternatively, a refund may be issued (excluding the original shipping fee)

If the order is lost due to an incorrect address provided by the customer, no refund will be issued.

Split Shipments

To ensure the fastest possible delivery:

• Orders containing multiple items may be shipped separately
• This will not result in extra shipping charges
• You will receive separate tracking numbers if applicable

Shipping Restrictions

We do not ship to:

•PO Boxes

•Countries restricted by international trade sanctions

If an order is placed to a restricted location, it will be cancelled and refunded.

Contact Information

For shipping-related inquiries, please contact our customer support team:

📧 soufiane_g16@hotmail.com

Our team operates Monday–Friday, 9:00–17:00 (UK time).

We reply within 24-48 hours.