FAQ
FREQUENTLY ASKED QUESTIONS
Is it safe to send and receive jewelry by post with Lucentset?
Yes. All Lucentset jewelry is shipped through secure, fully insured specialist delivery services.
Lucentset remains responsible for your order until it is safely delivered to the address provided at checkout. All shipments are insured against loss or damage during transit.
After confirmed delivery, responsibility transfers to the customer in accordance with applicable consumer laws.
Do you ship internationally?
Lucentset ships worldwide through trusted, fully insured premium carriers, including DHL, FedEx, and UPS, subject to local shipping regulations and restrictions.
Orders are processed Monday to Friday and are typically dispatched within 2-3 business days.
For security reasons, the shipping address cannot be changed once an order has been confirmed and dispatched.
All shipments are fully insured and require delivery confirmation upon receipt.
What is your policy for lost, stolen, or damaged items?
Please notify Lucentset within 48 hours of delivery if your order arrives damaged or if your shipment is lost or stolen. Claims must be submitted by email or through our contact form.
Damaged Items
If your item arrives damaged, clear photos of the packaging and item are required for assessment.
Where applicable, the item must be returned to Lucentset for inspection before a replacement, repair, or refund can be issued.
Lost or Stolen Shipments
All Lucentset shipments are fully insured. In the event of loss or theft during transit, an investigation will be initiated with the carrier.
If the claim is confirmed by the shipping provider, Lucentset will assist with an appropriate resolution in accordance with carrier and insurance policies.
Important
Claims reported after 48 hours of confirmed delivery may not be eligible for coverage.
This policy does not cover damage caused by misuse, accidents, unauthorized repairs, improper storage, or normal wear and tear.
What is your customer service email?
For all customer service, order, and support enquiries, please contact:
Lucentset Customer Care typically responds within 1 business days.
How can I join the waiting list for a sold out item?
If a piece is currently unavailable, you may join the waiting list directly on the product page by entering your email address in the “Notify Me” section.
You will be notified as soon as the item becomes available again. Due to limited production and high demand, restocked pieces may sell out quickly.
Can I claim a tax refund for online purchases?
VAT refunds are generally not available for online purchases made through Lucentset.
Any applicable taxes, customs duties, or import fees are determined by the destination country and remain the responsibility of the customer.
Will I need to pay additional fees upon delivery?
Lucentset offers complimentary worldwide shipping and insurance on all orders.
For orders within the European Union, VAT is included in the product price where applicable.
For destinations outside the EU, local customs duties, import taxes, or clearance fees may apply in accordance with local regulations and remain the responsibility of the customer.