FAQ

Frequently Asked Questions

Luca & Leni — U.S. Customer Support

Contact & Orders

1. How can I contact Luca & Leni?

You can reach our team exclusively via email at info@lucaandleni.com. We typically respond within 24 hours, Monday through Friday.

2. Can I modify or cancel my order?

To maintain fast fulfillment, changes or cancellations must be requested within 12 hours of placing your order. Once an order has entered the fulfillment process, modifications are no longer possible.

3. Which payment methods do you accept?

We accept secure payments via VISA, Mastercard, American Express, Apple Pay, Google Pay, and PayPal. All transactions are SSL-encrypted for your security.

Shipping & Delivery

4. Do you ship worldwide?

No, www.lucaandleni.com is currently dedicated exclusively to serving customers within the United States.

5. Are there any hidden costs (Sales Tax/Duties)?

No. We operate on a DDP (Delivered Duty Paid) basis. The price at checkout is final. All sales taxes, import duties, and customs fees are pre-paid by us—you will never receive a surprise bill upon delivery.

6. How long does delivery take?

Handling: 1–3 business days.
Transit: 5–10 business days.
Total: 6–13 business days.

Returns & Refunds

7. How can I return an item?

Please email us to initiate a return. Note: Our administrative office in Ottawa, Canada, is not a return facility. We will provide you with the correct U.S. processing center address upon approval.

8. What if my item is defective or damaged?

We guarantee our quality. If you receive a damaged or incorrect item, contact us with your order number and clear photos of the issue. We will arrange a replacement or full refund immediately.

9. When will I receive my refund?

Refunds are processed to your original payment method within 7 business days after your return is received and inspected at our U.S. facility.

Security & Privacy

We handle all personal data in accordance with U.S. Federal and State privacy laws. Your shopping experience is 100% secure.

Still have questions? Contact us here