FAQs

FAQs

Everything you need to know — answered simply.

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💳 What payment methods do you accept?+

Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Klarna (Pay in 3). All payments are in GBP (£) or EUR (€) depending on your location.

🔒 Is Lusentia secure?+

Yes — our site uses SSL encryption and PCI‑compliant payment partners. We never store your full card details.

✏️ Can I cancel my order?+

Email us within 1 hour of placing your order. After that, it may already be in processing. If too late, you can return the item.

💶 Do you charge in Euros?+

Yes — Eurozone customers see prices in EUR. Free shipping over €80. Standard shipping €4.50.

🚚 UK delivery times?+

Standard 2–4 days, Express 1–2 days, Next day (order before 12pm). Add 1–3 days for processing.

🌍 International shipping?+

Yes — worldwide. Standard 7–14 days, Express 3–7 days. Customs fees are buyer's responsibility.

📦 Tracking?+

You'll receive a tracking link by email once shipped. Allow 24h for updates.

💷 Free shipping threshold?+

UK: £70 | EU/€: €80. Standard shipping otherwise: £3.50 / €4.50.

🛃 Customs fees?+

International orders (including EU) may incur import duties. These are your responsibility — please check with your local customs office.

🔄 Return window?+

30 days from delivery. Items must be unworn with tags attached.

⏱️ Refund timing?+

3–5 days inspection, then 5–7 days for refund to appear.

🏷️ Sale items?+

Regular sale items are returnable. "Final Sale" items cannot be returned.

🔧 Faulty item?+

Contact us within 48h with photos. Free return label and replacement or refund.

📏 Sizing?+

UK sizes 6–20. Detailed size guides on every product page. Size up if between sizes.

🧵 Fabrics?+

Cotton, linen, Tencel, organic cotton, recycled blends. Listed on each product page.

👗 Colour accuracy?+

We photograph in natural light, but screens vary. Email us if you're unsure.

Still have questions?

📧 wyyz3767@outlook.com | 📞 01524 409360

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