Welcome to luccas.shop! We want to make your shopping experience simple, convenient, and transparent. Below, you will find answers to common questions about our Fashion & Apparel products, ordering process, payments, shipping, returns, and refunds.
1. About Our Store
What is luccas.shop?
luccas.shop is an online store offering Fashion & Apparel products to customers throughout France. We aim to provide a convenient shopping experience with clear product information, free shipping, and helpful customer support.
Where do you deliver?
We currently offer delivery throughout France.
How can I contact customer support?
You can contact us by email at Info@luccas.shop or through our website's live chat, which is available 24/7.
What are your customer service hours?
Our customer support business hours are Monday through Friday, 9:00 AM to 5:00 PM Central European Summer Time (CEST).
2. Products and Orders
How do I place an order?
Browse our products, select the items you want, choose any available options such as size or colour, and add them to your cart. Proceed to checkout, enter your delivery details, and complete your payment through our available Stripe checkout.
Can I change my order after placing it?
If you need to change an order, contact us as soon as possible with your order number and the requested change. We will check whether the order can be updated before dispatch. Changes cannot be guaranteed once an order has been shipped.
How will I know if my order has been confirmed?
After successfully submitting your order, you will generally receive an order confirmation by email. Please check your spam or junk folder if you cannot find it.
What should I do if I enter the wrong shipping address?
Contact us immediately at Info@luccas.shop. We will do our best to correct the address before dispatch, but changes cannot be guaranteed once the order has been shipped.
3. Payments
Which payment methods do you accept?
We accept payments exclusively through Stripe. The specific payment options available to you will be displayed during checkout.
Is payment processed securely?
Payments are processed through Stripe's payment infrastructure. Your payment may require additional verification by Stripe or your bank.
What should I do if my payment fails?
Check that your payment information is correct and follow any instructions displayed during checkout. If the payment continues to fail, contact your bank or payment provider. You may also contact our customer support team for assistance with your order.
When will my payment be charged?
Payment authorisation and collection depend on the payment method and transaction processing arrangements. Follow the payment status displayed during checkout and any confirmation provided by Stripe or your payment provider.
4. Shipping and Delivery
Do you offer free shipping?
Yes. We offer free shipping throughout France on eligible orders.
How long does delivery take?
Our standard delivery estimates are:
-
Order handling: 1–2 business days.
-
Transit after dispatch: 3–4 business days.
-
Estimated total delivery: 4–6 business days.
These estimates are calculated in business days and may vary due to public holidays, transport disruptions, or other circumstances outside our reasonable control.
What is your daily order cut-off time?
Our daily order cut-off time is 2:00 PM CEST. Orders placed after this time may begin processing on the next business day.
Can I track my order?
Where tracking is available, we will provide the relevant tracking information after dispatch. You can use these details to check your shipment's progress.
What should I do if my order has not arrived?
If your order has not arrived within the estimated delivery period, contact us at Info@luccas.shop with your order number and any tracking information. We will review the shipment status and help you determine the next steps.
Do delivery estimates include weekends and public holidays?
No. Our stated handling and transit times are expressed in business days. Weekends and public holidays may affect the calendar date on which your order arrives.
5. Returns and Exchanges
What is your return window?
We offer a 30-day return window from the date you receive your order, subject to our Return Policy and applicable law.
Are returns free?
Yes. We offer free returns for eligible return requests. Please contact our support team before sending an item back to receive the appropriate return instructions.
How do I return a product?
Email Info@luccas.shop or contact us through live chat. Provide your order number and the details of the product you wish to return. Our team will explain the return procedure and confirm the appropriate return address.
Can I exchange an item?
You can contact our support team to ask about an exchange for another size, colour, or product. Exchanges depend on product availability and the circumstances of your request.
What if my product arrives damaged, defective, or incorrect?
Contact us with your order number, a description of the problem, and photographs where available. We will review the issue and explain the available solution in accordance with our policies and applicable consumer protection laws.
Do I have statutory return rights?
Customers in France and the European Union generally have a statutory 14-day right of withdrawal for eligible online purchases, subject to specific legal exceptions. This right is separate from our voluntary 30-day return window. Please consult our Return Policy for further information.
6. Refunds
How long do refunds take?
Our standard refund processing time is 4–6 business days after the refund has been approved and is ready for processing. Your bank or payment provider may need additional time to make the funds available.
How will I receive my refund?
Refunds are generally issued through the original payment method, subject to the capabilities of Stripe and the relevant payment provider.
What should I do if my refund has not arrived?
First, check your payment account and any refund confirmation you received. If the expected processing and posting period has passed, contact Info@luccas.shop with your order number so we can review the status.
Can I receive a refund for an undelivered order?
If your order has not arrived, contact our customer support team so we can investigate. Where a refund or another remedy is required under applicable law, we will handle your request accordingly.
7. Privacy and Website Information
How do you handle my personal information?
We use personal information as needed to process orders, arrange delivery, handle payments, provide customer support, and meet our legal obligations. Please read our Privacy Policy for details about data collection, use, retention, and your privacy rights.
Where can I read your store policies?
You can consult the relevant pages on our website for details about payments, privacy, shipping, returns, refunds, and Terms of Service.
How can I contact you if my question is not answered here?
Please email Info@luccas.shop or use our website's live chat, available 24/7. Including your order number, where relevant, will help us assist you more efficiently.
Business Information
Business Name: luccas.shop
Legal Business Name: RIBERA
Contact Number: +142770222
Business Address: 29 Rue du Roi de Sicile, 75004 Paris, France
Support Email: Info@luccas.shop
Live Chat Support: 24/7
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
Time Zone: Central European Summer Time (CEST)