Before payment
You may leave the checkout at any time before payment is completed. An order is not treated as paid until the payment provider confirms the transaction.
After payment and before dispatch
Contact LUCIN as soon as possible with the order or transaction reference. If fulfilment has not started and cancellation is operationally possible, LUCIN will confirm the cancellation and arrange a refund to the original payment method.
After dispatch
An order cannot normally be cancelled after it has been handed to the carrier. Delivery problems, damage, or an incorrect item are handled under the Returns & Delivery Issues Policy.
Refund timing
Approved refunds are submitted to the original payment method. Posting time is controlled by the payment provider and the customer's bank.
Request support
Use the secure contact form and include the LUCIN order reference or payment provider transaction reference. Do not send card details.