Frequently Asked Questions (FAQ)
What payment methods do you accept?
We accept several secure payment methods to offer you a simple and reliable shopping experience:
- Visa
- MasterCard
- Master
- American Express
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
All payments are processed through Shopify and protected by SSL encryption.
Do you offer free shipping?
Yes, shipping is free on all orders. There is no minimum purchase amount.
Do you ship internationally?
Yes, we ship worldwide. Delivery times may vary depending on the destination.
How long does it take to receive my order?
- Orders close: 11:00 PM (CET)
- Processing time: 1 to 2 business days
- Delivery time: 4 to 6 working days
- Estimated total time: 5 to 8 business days after order confirmation
How can I track my order?
Once your order ships, you will receive an email with your tracking number.
You can also track your order via our Track My Order page.
What is your return policy?
You have 30 days from receipt of your order to request a return.
Items must be unworn, unused, tagged, and in their original packaging, along with your receipt or proof of purchase.
To initiate a return, please contact us by email at info@luciavelluto.com . Returned items will not be accepted without prior request.
Where should I send my return?
Our returns are managed by our international logistics center:
Recipient: Nova
Address: No.1-39, Juyuan Road, Jianggan District, Hangzhou, PRC，310020
We are actively working to establish a European return address to simplify the process. In the meantime, we guarantee fast and transparent processing, with full support in Italian as well.
Do you provide a return label?
No, we do not provide return labels. Customers are responsible for arranging and paying for return shipping. Once your return is approved, you will receive detailed instructions on how and where to send your package.
Which items cannot be returned?
For hygiene or customization reasons, some products cannot be returned:
- Perishable products (e.g. food, flowers, plants)
- Customized or made-to-order products
- Personal care products (e.g. cosmetics)
- Hazardous materials, flammable liquids or gases
Please don't hesitate to contact us if you have any questions about a specific item.
Can I exchange an item or size?
We do not offer direct exchanges. The easiest way is to return the original item and place a new order in the desired size or style.
Can I cancel an order?
No, once an order is confirmed, it cannot be cancelled. We encourage you to carefully review your cart before proceeding to checkout.
What is my right of withdrawal in the European Union?
If you live in the European Union, you have the right to cancel your purchase within 14 days, without giving any reason.
The item must be returned in its original condition, unworn, unused, with tags and packaging. Proof of purchase is required.
When will I receive my refund?
Once your return is received and inspected, you'll receive an email confirming whether your refund has been approved or rejected. If approved, your refund will be processed within 10 business days to the original payment method.
Note: Bank processing times may vary by institution.
What should I do if my order is late?
If you have not received your order within 15 business days of shipment, please contact us by email at info@luciavelluto.com. We will initiate an investigation with the carrier.
Contact Information
Company name: Kanu E-commerce
Site Name: Lucia Velluto
Telephone number: +31 6 87311394
Email: Info@luciavelluto.com
Company address: Ringvaert 29, 5171MT, Kaatsheuvel, Netherlands
VAT number: NL004841953B37
Chamber of Commerce registration number: 90801075
Our customer service is available from Monday to Friday, from 9am to 5pm. 9:00am to 5:00pm (CET) We are committed to answering and resolving any questions or issues within 24 hours.