Frequently Asked Questions
ORDERING
Can I change or cancel my order?
Please email support@lucecle.com as soon as possible after placing your order. We will try to help, but we cannot guarantee changes or cancellation after an order has entered processing or fulfillment.
How do I know if my order was received?
After checkout, you should receive an order confirmation at the email address used for your purchase. If you do not see it, check your spam or promotions folder and confirm that the email address entered at checkout was correct.
What payment methods do you accept?
Available payment methods are displayed during checkout. Payment options may vary by location, device, currency, or order value.
Why was my order canceled?
An order may be canceled because of product availability, a payment issue, incorrect pricing or product information, shipping restrictions, or suspected fraudulent activity. If payment has already been processed for a canceled order, the affected amount will be refunded to the original payment method.
SHIPPING AND DELIVERY
How long does order processing take?
Many Lucecle pieces are prepared or finished in small batches. Please allow approximately 1–10 business days for order processing unless a different estimate is shown on the product page.
Processing time is separate from carrier transit time. Orders are not processed or shipped on weekends or public holidays.
Do you offer free shipping?
Eligible US orders over $49 receive free standard shipping unless a different promotion or restriction is shown at checkout. The qualifying subtotal is calculated after discounts and before any applicable taxes or duties.
Do you ship internationally?
Available shipping destinations and methods are shown during checkout. If a destination cannot be selected, we are not currently able to ship that order to the location.
International customers may be responsible for customs duties, import taxes, brokerage charges, or other destination-country fees unless checkout expressly states otherwise.
How can I track my order?
When tracking is available, you will receive a shipping confirmation email with the carrier and tracking information. Tracking may take some time to update after the carrier receives the package.
What should I do if my package is delayed?
First check the latest carrier tracking information and confirm that the shipping address is correct. If the tracking has not updated for an extended period or the shipment appears lost, contact support@lucecle.com with your order number.
What happens if an item is backordered or offered for pre-order?
Backordered and pre-order items may have a longer processing period. Any available estimate will be shown on the product page or communicated by email.
If we cannot ship within the time stated when you ordered, we will provide any delay notice, cancellation option, or refund required by applicable law.
RETURNS AND REFUNDS
What is your return window?
We accept eligible returns of unworn items in their original condition and packaging within 15 days of delivery.
Before sending a return, email support@lucecle.com to request return authorization and instructions. Returns sent without authorization or outside the return window may not be accepted.
Who pays for return shipping?
Unless the item is confirmed to be incorrect, damaged on arrival, or otherwise covered by applicable law, the customer is responsible for return shipping costs.
Original shipping and handling charges are generally non-refundable.
Can sale or customized items be returned?
Personalized or customized items are final sale and cannot be returned.
Sale items are not eligible for return unless required by applicable law or the item arrived incorrect or damaged. Please review the product page and Refund & Return Policy before purchasing.
Do you offer exchanges?
We do not currently process direct exchanges.
If an item is eligible for return and you would like a different product, return the original item according to our Refund & Return Policy and place a new order.
When will I receive my refund?
After an authorized return is received and inspected, approved refunds are issued to the original payment method.
Please allow up to 10 business days for us to process an approved refund. Your bank or payment provider may require additional time before the credit appears.
What should I do if my order arrives damaged or incorrect?
Email support@lucecle.com as soon as possible with your order number and clear photographs of the product, packaging, and shipping label.
Do not discard the item or packaging until our team has reviewed the information and provided instructions.
PRODUCTS AND MATERIALS
Why does my jewelry look slightly different from the photographs?
Natural stones, pearls, shells, amber, wood, resin, and handmade components can vary in color, pattern, size, shape, texture, inclusions, and arrangement.
These variations are part of the natural and handmade character of the piece and are not necessarily defects.
Is every Lucecle piece handmade?
Many Lucecle pieces are assembled, arranged, finished, or detailed by hand in small batches. The level of handwork and materials used can vary by design. Please refer to the individual product description for details.
How do I find the right size?
Check the measurements and sizing information on the product page before ordering. Bracelet and necklace measurements are approximate unless otherwise stated.
If you need help understanding a measurement or fit, contact support@lucecle.com before placing your order and include the product name.
How should I care for my jewelry?
Put jewelry on after applying perfume, lotion, sunscreen, makeup, and hair products.
Remove jewelry before showering, swimming, sleeping, exercising, using household chemicals, or entering pools, hot springs, saunas, or seawater.
Wipe each piece gently after wear and store it dry and separately to reduce scratches, tangling, moisture exposure, and finish changes.
Read the complete Jewelry Care Guide:
https://www.lucecle.com/pages/jewelry-care
CONTACT
How can I contact Lucecle?
Email: support@lucecle.com
Contact page:
https://www.lucecle.com/pages/contact-us
Please include your order number when asking about an existing order. We usually respond within 1–2 business days, Monday through Friday.
