Frequently Asked Questions (FAQ)
Can I return my order?
Yes, you may return your order within 30 days of receiving it, provided that:
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The item is unused and in its original condition
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All original parts, accessories, and packaging are included
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The product shows no damage caused by improper or careless use
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Hygiene-sensitive products are returned clean and unused
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Defective items are reported immediately upon receipt
We reserve the right to refuse returns that do not meet these conditions.
Return shipping costs are the responsibility of the customer.
How do I return an item?
To initiate a return, please contact us by email before sending anything back.
Please include:
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Your order number
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Reason for return
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Full name
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Shipping address
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A photo of the product (required if damaged or defective)
Once approved, we will provide you with the correct return address.
Returns sent without prior approval may not be processed.
Do I have a right of withdrawal as an EU customer?
Yes. If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 30 days, without providing a reason.
The withdrawal period expires 30 days after you (or a third party designated by you) receive the goods.
The withdrawal is considered complete once we have received the returned items.
Can I cancel my order after placing it?
We use an automated order processing system, and orders are processed shortly after being placed.
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Orders cannot be cancelled once they are in transit
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If your order has already shipped, please wait for delivery and then initiate a return
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You may notify us of a cancellation request in advance by email
Where do you ship from and how long does delivery take?
Our products are shipped internationally, primarily from Asia.
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Orders are processed within 3–4 business days
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Standard delivery times typically range from 7–15 business days
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Remote or international locations may require additional transit time
Delivery times are estimates and may be affected by public holidays, peak periods, or unforeseen circumstances.
Do you ship internationally?
Yes, we ship worldwide.
Shipping fees and estimated delivery times are calculated and displayed at checkout.
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email with tracking details.
Please note:
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Tracking numbers may take up to 6 days to become active
What are the shipping costs?
Shipping costs are calculated at checkout based on:
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The size and weight of your order
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Your delivery destination
All applicable shipping fees are shown before completing your purchase.
When will I receive my refund?
Once we receive and inspect your return, we will notify you of the approval or rejection.
If approved:
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Refunds are processed within 30 days of receiving the returned goods
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Refunds are issued using the original payment method
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No additional refund fees are charged
Please note:
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Original shipping costs are non-refundable
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Extra costs for premium shipping options are not refunded
Who pays for return shipping?
Return shipping costs are paid by the customer.
We are not responsible for lost or damaged return shipments.
How can I contact you?
If you have any questions regarding orders, shipping, returns, or refunds, please contact us:
📧 info@lucasandmila.com
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