Change-of-mind requests
You may request a return of an unopened, unused bottle in its original condition and original packaging within 14 days of receiving it. Contact LUCIN before shipping the item to obtain return instructions. Opened, used, sprayed, or altered fragrance cannot be returned for a change of mind.
Return shipping is paid by the party responsible: LUCIN covers return shipping when the return is caused by a LUCIN error. If an undamaged, correctly supplied product is returned because the buyer changes their mind, the buyer pays return shipping. Return arrangements are confirmed before the bottle is sent. This does not limit statutory consumer rights.
Damaged or incorrect item
Inspect the parcel promptly after delivery. If the product arrives damaged or the wrong item is received, contact LUCIN as soon as possible with the order or payment transaction reference and clear photographs of the outer parcel, shipping label, packaging, and product. Once verified, LUCIN will arrange an appropriate replacement or refund.
Exchange requests
Exchanges are available only after approval. The product must remain unopened, unused, and in its original condition. Any approved return instructions and shipping responsibility will be confirmed before the item is sent.
Shipment delayed or lost
If tracking has not updated or the estimated delivery window has passed, contact LUCIN with the order reference. LUCIN will open an investigation with the carrier. A replacement or refund is arranged when the carrier confirms the shipment is lost or when required by applicable law.
Approved refunds
LUCIN initiates approved refunds to the original payment method within 7 calendar days of receiving the returned item, following inspection of that item. The payment provider and the customer's bank may require additional time for the amount to appear. This does not extend any shorter deadline required by law.
How to request support
Use the secure contact form. Include the order or payment transaction reference, delivery address country, a short description, and photographs where relevant. Do not send card numbers or account passwords.
Nothing in this policy limits rights that cannot be excluded under applicable consumer law.