Refund policy
Effective Date: May 25, 2026
Lucca Menswear LTD, customer satisfaction is important to us. We aim to provide high-quality products alongside a reliable and transparent shopping experience. This Returns & Refund Policy explains the conditions, procedures, and timelines for returns, refunds, exchanges, and cancellations when shopping with Lucca Menswear LTD. By placing an order through our website, you agree to the terms outlined below.
Return Window
Customers may request a return within:
- 14 days after receiving their order
To remain eligible, items must be returned within a reasonable timeframe after return approval has been provided by our support team.
Returns requested outside this period may not be accepted unless required under applicable United Kingdom consumer protection laws.
Return Eligibility Conditions
To qualify for a return, all items must meet the following conditions:
- Item must be unused, unworn, and in resellable condition
- Original tags, labels, and packaging must remain attached
- Item must not be washed, altered, damaged, or excessively worn
- Products must be returned with all included accessories and packaging where applicable
- The item must be returned in the same condition it was received
Returned items that do not meet these conditions may be rejected or may qualify only for a partial refund.
Lucca Menswear LTD reserves the right to inspect all returned items before approving a refund, replacement, or exchange.
Non-Returnable Items
For hygiene, safety, and operational reasons, certain items cannot be returned unless faulty or incorrect.
These may include:
- Underwear and intimate garments
- Opened socks or accessories
- Personalised or custom-made items
- Gift cards
- Clearance or final sale products
- Items damaged through misuse or improper care
Products identified as non-returnable on the product page will not be eligible for return unless legally required.
How to Request a Return
Before returning any item, customers must first contact our support team for return authorisation.
Contact Information
Email: support@luccamenswear.com
Please include:
- Full name
- Order number
- Reason for return
- Photos of the item is damaged, faulty, or incorrect
Once approved, detailed return instructions will be provided.
Returns sent without prior authorisation may not be accepted or processed.
Return Shipping Responsibility
Unless the item is faulty, damaged, or incorrect, customers are responsible for return shipping costs.
We strongly recommend using a tracked and insured delivery service, as Lucca Menswear LTD cannot guarantee responsibility for parcels lost during return transit.
Original shipping charges are generally non-refundable unless the return is caused by our error.
Damaged, Faulty, or Incorrect Items
If your order arrives:
- Damaged
- Defective
- Incorrect
Please contact us within 48 hours of delivery.
Customers may be asked to provide:
- Photos of the item
- Packaging images
- Delivery details
- Order confirmation
After investigation, we may offer:
- A replacement item
- Full refund
- Partial refund
- Store credit
- Exchange
Where appropriate, return shipping costs for approved faulty or incorrect items may be covered by Lucca Menswear LTD.
Inspection & Approval Process
Once returned items arrive at our facility, they will be inspected to ensure they meet return eligibility conditions.
If approved:
- Refunds will be processed to the original payment method
- Exchanges or replacements may be arranged where applicable
If items do not meet policy conditions, we reserve the right to:
- Reject the return
- Return the item to the customer
- Apply a partial refund where appropriate
- Refund Processing Time
Approved refunds are generally processed within:
- 5–10 Business Days
Refunds are issued to the original payment method used during checkout.
Depending on your bank or payment provider, additional processing time may apply before funds appear in your account.
Processing times may vary depending on:
- Bank processing procedures
- Credit or debit card providers
- PayPal processing times
- Klarna processing procedures
- Late or Missing Refunds
If you have not received your refund after the estimated timeframe, we recommend:
- Checking your bank account again
- Contacting your payment provider
- Contacting your card issuer
If you still need assistance, please contact:
support@luccamenswear.com
Exchanges
We may offer exchanges for:
- Incorrect sizes
- Faulty items
- Damaged products
- Incorrect items received
- All exchanges are subject to product availability.
If a replacement item is unavailable, an alternative solution such as a refund or store credit may be offered.
Order Cancellations
Orders may be cancelled before dispatch.
If you wish to cancel an order, please contact us immediately:
support@luccamenswear.com
Once an order has been dispatched, cancellation may no longer be possible, and the standard return process will apply instead.
Refused or Unclaimed Deliveries
If a customer refuses delivery or fails to collect the parcel, and it is returned to us, we reserve the right to deduct:
- Original shipping costs
- Return courier fees
- Handling charges
from any eligible refund amount.
Restocking & Handling
Lucca Menswear LTD does not normally charge standard restocking fees for approved returns.
However, deductions may apply where returned items are:
- Used
- Damaged
- Missing packaging
- Returned incomplete
- Returned in unsellable condition
This helps maintain fairness and quality standards for all customers.
Consumer Rights
Nothing within this policy limits or excludes any rights customers may have under applicable United Kingdom consumer protection laws.
Business Information
Company Name: Lucca Menswear LTD
Company Number: 16522481
Registered Address: Unit 2, 191 Bancroft Road, London, England E1 4ET, United Kingdom
Phone Number: +44 203 894 9243
Email: support@luccamenswear.com
Business Hours
Monday – Friday: 9:00 AM – 5:00 PM (GMT)
Saturday – Sunday: Closed
Customer support inquiries are generally answered within 24 business hours.
hours.