Change-of-mind requests
For hygiene and product-integrity reasons, opened, used, sprayed, or altered fragrance cannot be returned for change of mind. Requests concerning an unopened and unused product in its original condition are reviewed individually in accordance with applicable consumer law. Contact LUCIN before sending any item.
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
Approved refunds are issued to the original payment method. Posting times are controlled by the payment provider and the customer's bank or card issuer.
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.