Shipping Policy
Shipping Policy
1. Processing Time
Orders are processed within 1–3 business days (Monday–Friday, excluding UK public holidays). Orders placed after 1pm GMT are processed the next business day. You will receive a confirmation email once your order has been dispatched.
2. UK Delivery Options
| Service | Delivery Time | Cost |
|---|---|---|
| Standard (Royal Mail) | 2–4 business days | £3.50 / €4.50 |
| FREE Standard | 2–4 business days | FREE on orders over £70 / €80 |
| Express (Tracked 24) | 1–2 business days | £5.50 / €6.90 |
| Next Day Delivery | next business day (order before 12pm) | £7.50 / €9.20 |
3. Euro Pricing & Free Shipping Threshold
For customers in the Eurozone, free standard shipping applies on orders over €80. Standard shipping fee: €4.50. Express shipping from €6.90.
4. International Shipping
We ship worldwide. Standard international: 7–14 business days from €9.90. Express international: 3–7 business days from €19.90. Rates are calculated at checkout.
5. Order Tracking
Every order includes full tracking. You will receive a tracking link by email as soon as your parcel leaves our studio. Please allow 24 hours for tracking information to update.
6. Customs, Duties & Taxes (EU & International)
International orders (including EU countries) may be subject to import duties, taxes, and customs clearance fees. These charges are the sole responsibility of the customer. Lusentia is not responsible for delays caused by customs. We recommend checking with your local customs office before ordering.
7. Lost or Missing Parcels
If your order has not arrived within the maximum timeframe (15 business days for UK, 25 business days for international), please contact us at wyyz3767@outlook.com. We will initiate a carrier investigation. If the parcel is confirmed lost, we will offer a replacement or full refund.
8. Damaged in Transit
If your order arrives damaged, please contact us within 48 hours of delivery with photos of the damaged packaging and product. We will arrange a replacement or refund immediately.
9. Incorrect Address
Please double-check your shipping address before completing your purchase. Lusentia is not responsible for orders delivered to incorrectly provided addresses. If a parcel is returned to us due to an address error, you will be responsible for the reshipping cost (€4.50 for standard shipping).
10. Split Shipments
If you order multiple items, they may be shipped separately to ensure the fastest delivery possible. You will receive separate tracking information for each package. There is no additional cost for split shipments.
11. Signature on Delivery
For security purposes, orders over €150 may require a signature upon delivery. If you are not available to sign, the carrier will leave a notice with instructions for collection or redelivery.
12. Free Shipping – Important Notes
- Free shipping applies to standard delivery only (Express and Next Day services are charged at the full rate).
- The free shipping threshold is calculated after discounts and before taxes.
- If you return an item and your order value falls below the free shipping threshold, the original standard shipping cost (€4.50) will be deducted from your refund.
13. Business Days & Holiday Periods
Our carriers do not operate on Sundays or UK bank holidays. During peak seasons (Black Friday, Christmas, Summer Sales), processing and delivery times may extend by 2–3 business days. We recommend ordering early during these periods.
14. Shipping Restrictions
We currently do not ship to Russia, Belarus, North Korea, Iran, Syria, or Crimea. Lusentia does not ship to P.O. Boxes for international orders.
15. Delivery Attempts & Redelivery
If you miss a delivery, the carrier will leave a card with instructions. You have 7–14 days (depending on carrier) to arrange redelivery or collection. Unclaimed parcels returned to us will incur a reshipping fee.
16. Pre-Order Shipping
For pre-order items, estimated shipping dates are listed on the product page. These are estimates, not guarantees. We will notify you if delays occur.
17. Shipping to Remote Areas
Deliveries to remote or rural areas (including Scottish Highlands, islands, and certain international regions) may take 2–5 additional business days. You will be notified at checkout if this applies.
18. Carbon-Aware Shipping
We offset carbon emissions for all international shipments through our partnership with climate-conscious carriers.
19. Shipping Insurance
Standard shipping includes basic insurance. For high-value orders (over €300), we automatically add enhanced shipping insurance at no extra cost.
20. Contact for Shipping Questions
📧 wyyz3767@outlook.com | 📞 01524 409360 | 📍 14 MELTON WAY, SHREWSBURY, SY3 6DW, UK