Returns & Refunds

Cancel

It is always possible to cancel free of charge within 24 hours of purchase. If you send us an email to cancel the order more than 24 hours after placing the order, this is unfortunately often no longer possible. Your order has most likely already been processed and we can therefore no longer stop it. In that case you can return the order after receipt.

Exchange or return

Not satisfied with your purchase? You can return your order up to 30 days after receipt and we will ensure that the purchase price of your order is credited to your account within 14 days of receiving the return! Do you want to exchange a product because the size does not fit or do you want another variant of a product? This is also possible! Please contact us using the form at the bottom of this page for an exchange or return.

*Products that are not suitable for return for reasons of health protection or hygiene (e.g. cosmetics) and for which the seal has been broken after delivery are excluded from the statutory right of withdrawal.

Where will I receive the refunded amount?

We will refund the amount in the same way as you paid. Does this not work? We will then contact you.

Return costs

In principle, you are always responsible for the costs of returning a product. Have you received the wrong product/variant? Then you do not have to return this product, we will send you a new product.

Defective

You do not have to return products that are received defective. We can no longer offer these again. In this case, you will simply receive a new one or the purchase price will be refunded. We only ask for confirmation of the defective product in the form of 1 or more photos of the product.

Complete the form at the bottom of this page to request a new product or a refund.

Wrong product received

If you have ordered a certain variant of a product, but have been sent a different one, or have been sent the wrong product, you can also request a new shipment of the correct product or variant using the form on this page. Provide a photo as proof of the incorrectly received product or variant and indicate which product or variant you would like to receive instead.

How does the return work?

Step 1: Request a return using the form or contact details below

Step 2: Register your return in our online system

Step 3: After registration you will receive an email with our return address and return form

Step 4: Send your order back

Go to a postal point nearby and send the items. Always make sure you provide the package with a Track & Trace code. As a sender, you are legally responsible for this and in theory we can refuse the return if no Track & Trace code has been added.

Step 5: Get the purchase amount deposited into your bank account

As soon as we have received the package, we will ensure that the purchase amount is refunded to your account within 30 days! The refund will be made via the same method you used to pay. In the case of a bank transfer you will receive the amount back to your bank account, in the case of Klarna the invoice will be withdrawn and in the case of a credit card the credit will be refunded to your credit card.

Return Terms

Make sure that:

  • The articles completely are

  • The items are in their original packaging undamaged are

  • You a Track & Trace have the code for your return

  • It return form is added

  • Your order number is on the returns form

  • You name stated on the return form

Does your return not meet the above points? Then unfortunately we cannot process your return and we cannot refund the purchase price.

Where can I find the returns form?

You can request this via the contact details below or the contact form. We respond inside no later than 24 hours on your request.

    Handling

    As soon as the return has been processed by us and the refund has been made, you will be automatically notified. We will of course try to do this as quickly as possible. Have you not heard from us after 30 days? Please contact our customer service.

    NB: If you return a product and it arrives damaged or incomplete, we unfortunately cannot accept it and the purchase amount will also be refunded. do not refund. So make sure that you package the products properly when returning, with names for fragile products.

    FAQ

    Where can I find the returns form?

    You can request it below by sending us an email via the contact form. You will receive the returns form from us as soon as you have registered your return shipment.

    Where can I find the Track & Trace code?

    You will receive a Track & Trace code from the post office or postal service from where you send the return to us. So make sure that you send the return shipment with a Track & Trace number from the postal service you use to ship the item. You can email us this Track & Trace code, which you received from the postal service, after you have registered your return.

    Where can I find the return address?

    You will receive the return address from us as soon as you have registered your return.

    REMARK: The return address on your package is not the same as our return address. Do not simply return the products to this address without prior notice. Returns to an address other than our returns address will unfortunately not be refunded as we cannot process them here.

    Where can I find my order number?

    You can find your order number in the order confirmation email that you received after placing an order in our webshop. In addition, your order number can also be found in all shipping notification emails you have received from us. The order number consists of 4/5 digits.

    If you cannot find your order number. Send us an email and ask for your order number!

    Application form

    Email us at the email address below or via the form below
    info@lucanora.ca
     

    *We normally respond within 1 working day