Orders and Returns

Last updated: 25.11.2025

At Luciénno, we take pride in offering a curated selection of premium products and a seamless shopping experience. If you are not fully satisfied with your purchase, you may request a return under the conditions outlined below.

1. Eligibility for Returns

To be eligible for a return, the item must meet all of the following criteria:

  • Unworn, unused, and in perfect original condition;
  • All original tags, labels, seals, authenticity cards, and packaging must be intact;
  • No signs of wear, odors, stains, damage, or alterations;
  • Return request submitted within 14 days from the delivery date;
  • The item is not listed as non-returnable (e.g., underwear, swimwear, accessories marked as final sale)

Returns that do not meet the above conditions may be rejected.

2. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact us via email and provide:
  • Order number
  • Reason for return
  • 3–5 clear photos showing the item’s condition

2. Our team will review your request within 24–48 hours and confirm whether your item qualifies for return.

3. Return Shipping Fee (Return Label)

Return shipping is handled via prepaid Return Labels.

Return label costs:

  • €35 — for returns from EU countries
  • €65 — for returns from non-EU countries

These fees are:

  • Fixed
  • Non-refundable
  • Paid by the customer, unless the return is due to a wrong or damaged item

If your return is approved, you will be required to purchase the label directly on our website:

Product: “Return Shipping Label”
You will receive the exact link upon approval.

Once the label is purchased, we will email it to you together with the return instructions.

4. Multiple-Item Returns

Certain items may require separate return shipments due to logistics and handling requirements.
If this applies to your order, our team will notify you during the return approval process and will provide clear guidance along with the required return labels.

5. Wrong or Damaged Item

If you received:

  • the wrong item, or
  • a damaged/defective item

Please contact us within 48 hours of delivery with photos.
In these cases, the return label is free of charge, and you will not be charged any return fee.

6. Refunds

Once your return is delivered back to our logistics center, the item undergoes a quality inspection.

  • Approved returns:
    The refund will be issued to your original payment method within 3–10 business days.

  • Rejected returns:
    If the returned item fails the inspection (used, damaged, missing tags, etc.), the return will be declined.
    The item can be shipped back to you upon request, and shipping fees may apply.

Shipping fees and return label costs are non-refundable.

7. Exchange Policy

We do not currently offer direct exchanges.
If you would like a different size or model, please place a new order.

8. Customer Support

For assistance with returns, please contact our team at:

  • contact@lucienno.com

We are here to help ensure a smooth and premium experience.