Refund Policy
We offer a 30-day return policy, which means you have 30 days from receipt of your item to request a return.
To be eligible for a return, the item must be in the same condition as you received it: unworn or unused, with tags attached, and in its original packaging. A receipt or proof of purchase is also required.
To initiate a return procedure, contact us by email at info@luciavelluto.com
Note: Returns must be shipped to the following address: No.1-39, Juyuan Road, Jianggan District, Hangzhou, PRC，310020
If your return is accepted, we will provide you with the necessary instructions regarding the shipping address and method. Please note that customers are responsible for the organization and cost of return shipping. Any items returned without prior approval will not be accepted.
For any questions regarding returns, you can always contact us at info@luciavelluto.com
Damaged or incorrect items
We encourage you to carefully check your order upon delivery and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can assess the problem and find a solution.
Exceptions / Non-returnable items
Some types of items cannot be returned, such as:
- Perishable products (such as food, flowers, or plants)
- Customized products (such as made-to-order or personalized items)
- Personal care items (such as beauty products)
- Hazardous materials, flammable liquids or gases
Contact us if you have any questions about a specific item.
Changes
The fastest way to get the item you want is to return the one you received. Once the return is approved, you can place a new, separate order.
European Union Right of Withdrawal – 14 days
Regardless of the above, if the goods are shipped within the European Union, you have the right to cancel or return the order within 14 days, for any reason and without justification.
As above, the item must be in the same condition as you received it: unworn or unused, with tags attached, and in its original packaging. A receipt or proof of purchase is also required.
Refunds
We'll notify you once your return is received and inspected, and let you know whether or not your refund has been approved. If approved, your refund will automatically be processed to your original payment method within 10 business days.
Please note that it may take a few days for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at info@luciavelluto.com
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.