Shipping policy

Last updated: 11.02.2026

At Luciénte, we are committed to providing a reliable, transparent and premium delivery experience. This Shipping Policy explains the terms and conditions covering order processing, handling, dispatch and delivery through luciente-online.com.

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

Shipping Process

Orders normally require 1–2 working days to be processed and transferred to the carrier's sorting facility. During major holidays or periods of high demand, processing can take up to 5 days.

Processing time is separate from shipping time. Once an order enters the shipping process, changes—including address changes—cannot be made. Orders are shipped only to the address entered during checkout.

Orders are shipped on business days only; Saturdays, Sundays and holidays are excluded. A shipping confirmation email is sent once the order has been dispatched.

Orders containing multiple products may arrive separately because items can be fulfilled from different manufacturing locations.

Tracking

All orders include tracking. A tracking number is sent by email once the order has been dispatched to the carrier.

Tracking information can sometimes take several days to appear or update. If more than 5 business days have passed without tracking information, customers can contact contact@luciente-online.com.

Deliveries

Luciénte works with international carriers through its 3PL fulfillment centre and delivers to 80+ countries worldwide.

If your address is available during checkout, shipping is available to that particular country or region.

Estimated delivery after dispatch:

Location	Estimated Shipping Time
United Kingdom	5–9 Business days
United States & Canada	7–11 Business days
Europe	7–11 Business days
Australia, New Zealand	9–13 Business days
Saudi Arabia, UAE, Kuwait, Qatar	8–12 Business days
Japan, South Korea, Hong Kong	8–12 Business days
Mexico, Brazil, Colombia, Chile	9–13 Business days
Other regions	12–20 Business days

These are estimates only and are not guaranteed. Delays caused by carriers, customs procedures, holidays, severe weather, labour disputes, protests and other circumstances outside Luciénte's control may affect delivery times.

Christmas delivery cannot be guaranteed because holiday-season carrier capacity and other external factors can cause delays.

Current shipping restriction: Shipping to the United Arab Emirates, Qatar, Kuwait, Iran and Bahrain is currently suspended. Orders to these destinations may remain on hold until service resumes.

VAT & Customs Duties

All deliveries are handled using DDP (Delivered Duty Paid). Luciénte covers customs clearance fees, import duties and VAT.

If an unexpected import charge is received, customers should contact contact@luciente-online.com so the matter can be handled.

For additional questions regarding VAT or customs duties, customers should also contact their local customs authority.

Lost, Stolen & Damaged Packages

Lost Packages

Tracking gaps, routing scans and transit delays do not necessarily mean that a package has been lost.

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

Customers should:

Contact the carrier using the tracking number.
Request a shipment status or investigation.
Follow the carrier's process for submitting an insurance claim.

The carrier may request identification, address verification or other documentation.

Luciénte can assist with shipment information before delivery. Refunds or replacements are considered only after the carrier approves and compensates the insurance claim.

Incorrect or incomplete shipping addresses can make the shipment ineligible for insurance. If the carrier rejects the claim, Luciénte is not required to provide a refund or replacement.

Stolen Packages Marked as Delivered

Once a carrier marks a parcel as Delivered, it is considered successfully delivered to the supplied address and responsibility transfers to the recipient.

If the parcel cannot be located, customers should:

Check with neighbours, reception, concierge or building security.
Confirm the shipping address used at checkout.
Allow 24–48 hours for delayed delivery updates.
Contact the carrier and open a stolen-package claim.

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

Luciénte does not replace or refund packages marked as delivered unless the carrier approves the relevant insurance claim.

Damaged Packages

If a parcel arrives damaged, customers should contact the carrier immediately and initiate a damage claim.

The following may be required:

Photos of the outside packaging
Photos of the damaged products
Tracking number and delivery information

Luciénte can provide supporting documentation and guidance, but the carrier decides whether a damage claim is approved.

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

Insurance Disclaimer

Luciénte's insured shipping refers to insurance coverage provided by the carrier rather than insurance directly provided by Luciénte.

Insurance is subject to the carrier's rules, investigation process and claim approval or rejection.

Luciénte cannot guarantee an insurance outcome or override a carrier's decision.

Customer Agreement

By purchasing from Luciénte, customers acknowledge that:

Lost, stolen and damaged parcel claims must be initiated with the carrier.
Luciénte can assist with information but does not control the carrier's insurance claim process.
Refunds or replacements are considered after the carrier confirms the claim outcome.
Delivered parcels become the recipient's responsibility.
Luciénte is not responsible for incorrect addresses, unclaimed parcels, customs delays or carrier-related issues outside its control.

Wrong Address Disclaimer

Customers are responsible for ensuring that their shipping address is correct before placing an order.

Because orders begin processing immediately, address changes cannot be guaranteed after an order has been placed. Once an order has entered the shipping process, Luciénte cannot retrieve it to change the address.

Customers should provide a safe and secure delivery address. Luciénte is not responsible for missing or stolen packages after successful delivery to the correct address.

Customers are responsible for providing complete and accurate shipping information.

Luciénte is not responsible for:

Delays resulting from incorrect or incomplete addresses
Packages returned because delivery attempts failed
Lost shipments caused by inaccurate address information

If a package is returned to the fulfillment centre because of customer error, reshipping charges may apply. Alternatively, a refund may be provided excluding the original shipping cost.

No refund will be issued where an order is lost because an incorrect address was provided by the customer.