Frequently Asked Questions (FAQ)
What payment methods do you accept?
We accept several secure payment methods to provide you with a simple and reliable shopping experience:
- Visa
- MasterCard
- Maestro
- 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, delivery is free for all orders. There is no minimum purchase amount required.
Do you ship internationally?
Yes, we ship worldwide. Delivery times may vary depending on the destination.
How long will it take to receive my order?
- Order closing time: 23:00 (GMT)
- Processing time: 1 to 2 working days
- Delivery time: 5 to 8 working days
- Estimated total time: 6 to 10 working days after order confirmation
How can I track my order?
Once your order has been shipped, you will receive an email with the 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, with tags 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 Items returned without prior request will not be accepted.
Where should I send my return?
Our returns are handled by our international logistics centre:
Recipient: Molly
Address: No. 439 Huancheng North Road, Jiangbei District, Ningbo, Zhejiang, 315000
We are actively working to establish a European return address to simplify the process. In the meantime, we guarantee fast and transparent handling, with full support in Italian.
Do you provide a return label?
No, we do not provide return labels. Customers are responsible for organising and paying for the return shipment. Once the return has been approved, you will receive detailed instructions on how and where to send the package.
Which items cannot be returned?
For hygiene or personalisation reasons, some products cannot be returned:
- Perishable products (e.g. food, flowers, plants)
- Personalised or made-to-order products
- Personal care products (e.g. cosmetics)
- Hazardous materials, flammable liquids or gases
Please do not 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 with the desired size or model.
Can I cancel an order?
No, once confirmed, an order cannot be cancelled. We encourage you to carefully check your shopping cart before proceeding to checkout.
What is my right of withdrawal in the European Union?
If you reside in the European Union, you have the right to withdraw from your purchase within 14 days, without providing any reason.
The item must be returned in its original condition, unworn, unused, with tags and in its packaging. Proof of purchase is required.
When will I receive my refund?
Once we have received and inspected your return, you will receive an email confirming whether your refund has been approved or declined. If approved, your refund will be processed within 10 working days to your original payment method.
Please note: bank processing times may vary depending on the institution.
What should I do if my order is late?
If you have not received your order within 15 working days of dispatch, please contact us by email at info@luciavelluto.com. We will initiate an investigation with the courier.
Contact Information
Company name: Kanu E-commerce
Site name: Lucia Velluto
Phone 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 Monday to Friday, from 09:00 to 17:00 (GMT) We commit to responding to and resolving any questions or issues within 24 hours.
