I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to change or cancel your order, please contact us immediately. We generally process orders within 2-4 hours, and once our warehouse has processed your order, we will be unable to make any changes.
WHERE IS MY ORDER CONFIRMATION?
You should receive an email confirmation once your order is received to the email address you entered on your order. As soon as your order ships, you will receive an email with your tracking number. If for some reason, you do not receive an email, please check your spam folder and add email@example.com to your safe sender list. If you still have not received an email and would like to check the status of your order please contact us.
WHY WAS MY ORDER CANCELED?
Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order.
WHEN WILL MY ORDER SHIP?
Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.
HOW WILL MY ORDER SHIP?
Do you ship internationally?
We are happy to offer international shipping via USPS. Countries we currently ship to:
· Costa Rica
· Czech Republic
· Dominican Republic
· Hong Kong
· Isle of Man
· New Zealand
· Saudi Arabia
· South Africa
· South Korea
· United Kingdom
· United Arab Emirates
The following are the delivery methods available with estimated arrival time:
|USPS Priority Mail Flat Rate Box (For Small Packages)
|USPS Priority Airmail
|Calculated at checkout
|USPS Express Mail
|Calculated at checkout
Note: First Class Airmail does not provide tracking information. If you would like to be able to track the progress of your delivery, please select either Priority Airmail or Express Mail services. Furthermore, Express Mail requires a customer signature at delivery.
WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
Monserat De Lucca cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
If you refuse a shipment from Monserat De Lucca, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Monserat De Lucca. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
can i return or exchange items that i’ve purchased?
If you are not completely satisfied with your purchase, we will gladly take it back. Please make sure to inspect your item(s) as soon as you receive them so you can make your claim for return within 14 days of receipt. Unless your item(s) were received damaged, you will be responsible for the cost of the return shipment for all other reasons. Once item(s) are received back in its original condition we will refund the purchase price less shipping costs. Refund may be subject to a $35 restocking fee. Free shipping offers on returned orders and goods are subjected to a charge of the original shipping cost and deducted from the return total.
Please note that all sale items are a FINAL SALE.
HOW do i make a return?
To make a return or an exchange, please email us with the reason for the return. We will issue an RA# which is required for the return. Returns will be refused without this authorization number.
Items being returned must be packed securely with a copy of your sales receipt. Items authorized for return must be postmarked within 5 days of RA# issuance. Please mark the exterior of the box clearly with the RA#. Packages must be insured for the full value of the merchandise.
Refunds for returns are up to the discretion of Monserat De Lucca and are accepted providing that the item(s) is returned in its new and original condition, unworn, and with all tags attached. Refund will be processed to the original form of payment once items are inspected and approved by Monserat De Lucca and will be less shipping costs and any applicable restocking fees.
All shipping costs and duties associated with any return or exchanges will be the responsibility of the customer. Shipping is a third party service, there for all shipping costs are considered final and no refunds or credit will be given on previous shipping payments or fees for returned orders.
Contact us at firstname.lastname@example.org for the return mailing address and details.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Once we have received your package, your refund will be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place.
Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
CALIFORNIA PROPOSITION 65
Our products contain lead. In accordance with California Proposition 65 we issue the following warning to our California customers: "WARNING: This product contains lead, a chemical known to the State of California to cause birth defects or other reproductive harm." For more information regarding lead-related FAQs, please click here.
For more general information regarding Prop 65 related FAQ's, please click here.