Shipments
Your order will be prepared within 24 to 72 hours of purchase. In the event that there is no stock or there are products that require assembly, the preparation time may vary.
Do not hesitate to contact us for more information, however, in case there is a problem with your order we will contact you. Once prepared, the order will be shipped.
On our website, orders refer to Spain, including the Balearic Islands. Delivery will be made in 24/48 hours, which may be 72 hours in some cases. Weekends and holidays are NOT considered business days. We ship to Spain (Peninsula) and the Balearic Islands.
Free shipping for purchases over €50.
We ship to the Canary Islands and other countries, in these cases write to us and we will inform you and find the best rate.
You can track your order through the Track that appears in the email we send you when your order is ready to be shipped. If for any reason you do not receive an email with the Track tracking number, please contact us via ayuda@luciole.es. Our shipments in Spain are made through express couriers, for other countries please consult.
If you want us to use other system or company to make the shipment or you need the shipment in an urgent way, please let us know and we will look for the best possible solution.
Returns & Exchanges
Out-of-stock products and errors in pricing or discounts
It is possible that a product is out of stock, even if it appears in the webshop; You will receive information in that case. If a price displayed in our webshop is obviously incorrect and you should have known that the price was incorrect, we are not obliged to deliver the product in question, at the wrong price. This also applies in relation to the use of promotional codes that apply an excessively high discount. If we assess that an order falls under this condition, we may cancel your order, although you will of course be able to purchase the products at the normal price.
I have received wrong or defective products or missing products
We wrap your product securely and your package is insured during shipping. However, the treatment of the package during transport is not up to us. If the package you receive does not contain the products you have ordered, contains damaged products or if the package was not sufficiently closed or damaged, please contact us immediately and without delay at ayuda@luciole.co.uk and provide your order number as well as a photo of the incorrect/damaged product/package. The return of incorrect or damaged products is free of charge. If the ordered products, for any reason, are not available, the amount of such products will be refunded without delay.
We always offer a 14-day right of complaint if you have a valid receipt for your purchase. This means that if the product is defective and you notify us in time, you have the right to have the item repaired or replaced in the first place. If the defect cannot be repaired or replaced within a reasonable timeframe, you may be able to get your money back or a discount, depending on the circumstances. A defect is, for example, a manufacturing defect or incorrect information about the product. Defects or wear and tear caused by improper use, lack of maintenance, or ordinary wear and tear are not covered by the right to claim. All you have to do is send an email to ayuda@luciole.co.uk with the order number, a description of the defect and a photo of it. The product must be sent to C/ Hortaleza 106, Madrid, with a reference to the order number and the accepted return slip that we will send you. Products should not be shipped cash on delivery or without delivery. Always remember to return the product in sufficient packaging and obtain a postal receipt when sending the product so that we can reimburse you for the shipping costs.
You must submit your claim within 14 days, with the exception of products that are under warranty, which will be the warranty period. We kindly ask you to make a claim as soon as possible, especially in the case of damage caused by transport, so that we can pass the claim to the transport company within the deadlines imposed on us. If your claim is timely, we will also reimburse you for reasonable and necessary transportation expenses. Please contact ayuda@luciole.co.uk if you have any questions, or in case there is a non-conformity, a defect or if you have not received your products.
You can also file a complaint with the consumer service of the Community of Madrid.
Customers who do not live in Spain can find an overview of national consumer bodies here https://ec.europa.eu/info/policies/consumers/consumer-protection/our-partners-consumer-issues/national-consumer-bodies_en
You can also use the European Commission's online dispute resolution portal to lodge a complaint. This applies in particular to consumers located in another EU country. Claims are filed in https://ec.europa.eu/consumers/odr/main.
I want to return the purchased product or exchange it for something else
You can exercise your right of withdrawal within 14 days from the date of receipt of the goods.
Products must be returned to pike intact, in unaltered condition and complete with the original packaging. The return must be made at the buyer's expense within 14 days of the communication of the recall.
The right of withdrawal does not apply to the supply of custom-made products, cut cables or custom orders.
The return of the payment or shipment of the new product will be made in the same way as the purchase was made and will be made at the time the products are received and the correct condition of the same is checked.
Process of returning a product (both for erroneous products and for exchanges or voluntary returns)
1- Write to ayuda@luciole.es with the ticket number and the reason for the return, include photos in case of damage or damage.
2- You will receive a return approval note that you will need to include in the package (in case you send a package)
3- The products must be in perfect condition and well packaged.
4- The shipping address is Hortaleza 28004, Madrid.
5- When the products arrive and their condition is checked, the payment will be returned or the new product will be shipped, as appropriate.
