FAQ

1. Contact & Support

How can I contact Luca & Leni? You can reach us by email at info@lucaandleni.com. Our customer support team is happy to assist you with any questions or concerns regarding your order or our collections. You may also reach us by phone at +31 6 31997860.

2. Shipping & Delivery

Do you ship worldwide? No, we are currently dedicated to exclusively serving customers across the United States. We offer reliable, free shipping to all U.S. destinations.

Where are the products shipped from? To ensure the best selection and quality, items are dispatched from our international fulfillment centers. All administrative and customer support operations are handled from our head office in Ottawa, Canada.

How long does delivery take? For our U.S. customers, the estimated delivery timeline is as follows:

  • Handling Time: 1–3 business days (Monday – Friday).

  • Transit Time: 5–10 business days (Monday – Friday).

  • Total Estimated Delivery: 6–13 business days.

  • Note: Delivery times are estimates and may be affected by peak seasons or courier delays.

Are there any hidden costs (Sales Tax/Duties)? No. We operate on a DDP (Delivered Duty Paid) basis. All applicable import duties and customs fees are handled and pre-paid by us. The price you see at checkout is the final price you pay; there are no additional charges upon delivery.

3. Orders & Payments

Which payment methods do you accept? We accept the following secure payment methods: VISA, Mastercard, American Express, Apple Pay, Google Pay, and PayPal. All transactions are SSL-encrypted and processed securely.

Can I modify or cancel my order? To ensure fast processing, any changes or cancellations must be requested within 12 hours of placing your order. After this window, the order may already be in the fulfillment process. Once delivered, you may request a return in accordance with our 30-day policy.

4. Returns & Refunds

How can I return an item? To initiate a return, please email us at info@lucaandleni.com. Important: Do not send returns to our administrative office in Ottawa without prior authorization. We will provide you with the correct return instructions and the specific facility address upon approval.

What if my item is defective or damaged? If you receive a defective, damaged, or incorrect item, please contact us immediately with your order number and clear photos of the issue. We will arrange a replacement or a full refund.

When will I receive my refund? Refunds are issued to the original payment method within 7–10 business days after we have received and inspected your returned item.

5. Security & Privacy

Is my data safe? At Luca & Leni, we handle all personal information in accordance with U.S. Federal and State privacy laws to ensure a secure and transparent shopping experience.