Refund policy

Effective Date: 12 October 2026

At luccas.shop, we aim to provide a transparent and reliable shopping experience for our Fashion & Apparel customers. This Refund Policy explains when refunds may be issued, how refunds are processed, and what you can expect when requesting a refund.

We process refunds in accordance with this policy and applicable French and European Union consumer protection laws.

1. Refund Eligibility

You may be eligible for a refund in the following circumstances:

You return an eligible product within our 30-day return window.
Your product arrives damaged, defective, or does not conform to your order.
Your order is cancelled and a refund is due.
You exercise an applicable statutory right of withdrawal.
A refund is otherwise required under applicable consumer protection laws.

All refund requests are reviewed according to the circumstances of the order and the legal rights applicable to your purchase.

2. Refund Processing Time

Our standard refund processing time is 4–6 business days after your refund request has been approved and is ready for processing.

Once a refund has been initiated, the time required for the funds to appear in your account may depend on Stripe, your bank, or your payment provider.

Where statutory refund deadlines apply, we will comply with those deadlines. Our standard processing estimate does not replace or extend any mandatory legal timeframe.

3. Refund Method

Payments on luccas.shop are processed exclusively through Stripe.

Approved refunds will generally be issued to the original payment method used for the purchase, where supported by the payment processor.

Depending on your bank or payment provider, the refunded amount may take additional time to appear in your account after processing.

4. How to Request a Refund

To request a refund, please follow these steps:

Contact our customer support team at Info@luccas.shop or through our website's live chat.
Provide your order number and the details of the product concerned.
Explain the reason for your refund request.
If the product is damaged, defective, or incorrect, include photographs where reasonably possible.
Follow any instructions provided by our support team regarding returns or further information.

We will review your request and communicate the applicable next steps.

5. Refunds for Returned Products

We offer a 30-day return window and free returns for eligible products, subject to our Return Policy.

Where a returned product is eligible for a refund, we will process the refund in accordance with the applicable return conditions and legal requirements.

If you exercise a statutory right of withdrawal, applicable French and EU rules determine the refund deadline and whether reimbursement may be withheld until the goods or evidence of their return have been received.

Our free-shipping policy means customers generally do not pay a standard shipping charge for eligible deliveries within France.

6. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, contact us as soon as reasonably possible.

Please provide your order number, a description of the issue, and photographs where available.

Depending on the circumstances and applicable law, you may be entitled to a refund, replacement, repair, price reduction, or another appropriate remedy.

Your statutory consumer rights, including applicable legal guarantees for non-conforming goods, remain unaffected by this policy.

7. Order Cancellations

If you wish to cancel an order, please contact us promptly with your order number.

If the order has not yet been dispatched, we will review whether cancellation can be completed. If a payment has been collected and a refund is due, it will be processed through the original payment method where possible.

If the order has already been dispatched, you may need to follow our Return Policy or exercise any applicable statutory withdrawal rights.

8. Refunds for Lost or Undelivered Orders

If your order has not arrived within the estimated delivery period, contact our support team so we can review its status.

Our standard delivery estimates for France are:

Order handling time: 1–2 business days.
Transit time: 3–4 business days.
Estimated total delivery time: 4–6 business days.

We will review available tracking and delivery information and determine the appropriate next steps in accordance with applicable law.

Where a refund or other remedy is legally due for an undelivered order, we will handle your request accordingly.

9. Non-Eligible Refund Requests

A refund may not be available under our voluntary refund arrangements where a request falls outside the applicable return conditions and no other refund entitlement applies.

However, no provision of this policy excludes or limits mandatory consumer rights, including rights relating to defective or non-conforming products and any applicable statutory right of withdrawal.

We assess refund requests individually and in accordance with applicable law.

10. Duplicate or Unauthorised Charges

If you believe you have been charged more than once or notice a transaction you do not recognise, please contact us with your order number and relevant transaction details.

Do not send your full payment card number or security code by email or live chat.

We will review the available information and work with the relevant payment provider when necessary. If you suspect unauthorised card activity, contact your bank or card issuer promptly.