Shipping Policy

This policy applies to orders placed in most countries worldwide for the products available on our site. It has been established to provide clear and transparent information regarding our shipping policies and procedures. By making a purchase from this store, you acknowledge and agree to the terms outlined in this policy.

Shipping Cost

We offer free standard shipping to more than 98% of the destinations we serve worldwide. Additional shipping charges may apply to a small number of remote locations. Any applicable fee will be displayed at checkout or confirmed by our customer care team before shipment.

Express shipping fees are calculated at checkout based on the destination, package weight and dimensions, and selected delivery speed. Any shipping charges collected by Lucia Living will be clearly displayed before you complete your purchase.

Shipping Destinations

We provide international shipping to customers worldwide. Standard and express shipping options may be available at checkout depending on your destination and preferred delivery time.

If you cannot place an order from your country or region, please contact support@lucialiving.com for assistance.

United States

If your item is in stock at either our East Coast fulfillment center in Baltimore, Maryland, or our West Coast fulfillment center in Santa Fe Springs, California, your order may qualify for faster processing and delivery.

Canada

We also have a fulfillment center in Canada. Orders available from local inventory may be processed and delivered more quickly.

Order Cut-Off Time

The order cut-off time is 6:00 AM Pacific Time (PT) / 9:00 AM Eastern Time (ET).

Shipping Process (in Working Days)

Delivery Time = Order Preparation + Shipping Time

Order Preparation

Once we receive your order, our team begins processing it right away.

Preparation typically takes 3–10 working days, depending on product availability and customization requirements. Please note that custom-made lamps may need additional time.

In-stock items shipped from our U.S. fulfillment centers are typically dispatched within 24–48 hours.

Orders shipped to designated remote destinations typically require 1–2 weeks for processing.

When your order ships, you’ll receive an email confirmation with tracking details and a direct link to follow your delivery progress.

During Order Preparation, We Will:

  1. Verify stock availability of all items in your order.

  2. Confirm if any products require customization.

  3. Double-check your shipping address.

  4. Ensure your order meets our Shipping Policy requirements.

  5. Carefully pack and dispatch your order from our warehouse once everything is verified.

To avoid delays, please make sure your shipping address is complete, including the street number and postal code. If any details are missing, our customer service team will contact you for clarification.

Once your parcel is on its way, we’ll email you the tracking number and website link so you can monitor your shipment.

Estimated Delivery Time

Delivery times may vary depending on product availability, shipping method, destination, location, and logistics conditions.

Please note that during major promotions or holidays, shipping may experience delays due to high order volumes or flight schedule changes.

Stock levels displayed on our website are updated based on information from our warehouses and manufacturers. However, inventory can change quickly. Therefore, an “In Stock” status does not guarantee immediate availability. In some cases, the item may become sold out by the time your order is placed.

We kindly recommend not scheduling any electrician or installation services until your order has arrived. This helps prevent inconvenience in case of unexpected stock or delivery delays.

Transit Time

In-Stock Items Shipped From Our U.S. Fulfillment Centers

Orders are typically dispatched within 24–48 hours and shipped via FedEx, UPS, USPS, or GOFO. Estimated delivery is 3–7 business days after dispatch.

Factory-Direct and Custom-Made Items

  • Standard ocean shipping: approximately 4–6 weeks in total

  • Fast shipping: approximately 1–3 weeks in total

Remote Destinations

Orders shipped to Norway, Iceland, Cyprus, Monaco, Puerto Rico, Alaska, or Hawaii may be subject to a $100 shipping fee per item.

Processing typically takes 1–2 weeks, followed by approximately 5–7 days in transit via UPS, DHL, or FedEx.

If you would like to request a specific carrier, please contact support@lucialiving.com before placing your order.

All delivery times are estimates and may vary due to product availability, customs clearance, weather, or carrier delays.

Customs Duties and Import Taxes

We offer several shipping options, which may vary depending on your destination and preferred delivery time.

Whenever possible, we use shipping services that include customs duties to help your order clear customs smoothly. In most cases, customers will not be required to pay additional import duties upon delivery.

In the rare event that an additional customs charge applies, Lucia Living will cover at least 20% of the duty charged and may provide additional assistance depending on the circumstances.

Our logistics team will select an appropriate customs-clearance route for shipments to the United States, Europe, the United Kingdom, and other destinations. If different terms are displayed at checkout, the information shown there will apply to your order.

Order Acceptance & Pricing

Please note that there are cases when an order cannot be processed for various reasons. The Site reserves the right to refuse or cancel any order for any reason at any given time.

You may be asked to provide additional verifications or information, including but not limited to your phone number and address, before we accept the order.

In order to avoid any fraud with credit or debit cards, we reserve the right to obtain validation of your payment details before providing you with the product and to verify the personal information you shared with us. This verification can take the form of an identity, place of residence, or banking information check.

We reserve the right to proceed with the direct cancellation of an order for which we suspect a risk of fraudulent use of a credit or debit card.

We are determined to provide the most accurate pricing information on the Site to our users. However, errors may still occur, such as cases when the price of an item is not displayed correctly on the website.

As such, we reserve the right to refuse or cancel any order. In the event that an item is mispriced, we may, at our own discretion, either contact you for instructions or cancel your order and notify you of such cancellation.

We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged.

What Happens After I Place an Order?

You’ll receive a confirmation email from us after your order is placed containing your order number and order receipt. Please check your spam folder for the confirmation email if you don’t see it in your inbox.

If you don’t receive a confirmation email, please email us with the subject line “Order Confirmation Not Received,” and someone from our team will get in touch with you.

Tracking

Simply track your order using the tracking number we provide you through email.

You can also check your shipment status through our Order Tracking page:

https://lucialiving.com/apps/parcelpanel

The page displays available tracking updates from the carrier’s official system, including UPS, FedEx, and DHL.

If you haven’t received a tracking number after 7 business days, please email us and we will assist you from there.

If no tracking information is available or you need more detailed assistance, please contact support@lucialiving.com.

For custom-made items shipped by ocean freight, tracking may not begin updating until approximately 3–4 weeks after the order is placed, once the shipment has cleared customs and entered the local delivery network.

Multiple Packages

Some orders are divided into multiple packages based on product size, weight, or packaging requirements. As a result, the number of packages may not match the number of items ordered.

Multiple fixtures may be shipped separately, while identical items may sometimes be packed together. Packages from the same order may also arrive on different days.

If you have received only part of your order, the remaining packages may still be in transit. Contact support@lucialiving.com with your order number, and we will check the status of all packages and provide the relevant tracking numbers and latest updates.

We will ensure that your complete order is shipped. If we identify an issue, our team will help resolve it as quickly as possible.

Change of Address

We cannot change the delivery address once it is in transit. If you need to change the delivery address, please contact us within 24 hours of placing your order.

Cancellations

If you need to cancel or update your order, please contact us at support@lucialiving.com as soon as possible.

Standard Orders

Orders may be canceled or modified free of charge within 24 hours of purchase, provided they have not entered production or fulfillment.

Custom-Made Items

Products made to your specifications—such as custom sizes, finishes, or other special requirements—cannot be canceled, modified, or returned once production has begun.

Requests submitted outside the stated time frame may be subject to cancellation or modification fees. Please refer to our Return & Refund Policy for complete details.

If an order has already been dispatched, please refer to our Return & Refund Policy.

Parcels Damaged In Transit

Please inspect your order as soon as possible after delivery.

If you discover damage caused during shipping, email support@lucialiving.com within 7 days of delivery and include:

  • Your order number

  • Photos of the damaged item

  • Photos of the inner and outer packaging

  • A brief description of the damage

If the issue is confirmed to be shipping damage or a manufacturing defect, we will cover the related costs and arrange a replacement or refund, as appropriate.

Claims submitted more than 14 days after delivery may be difficult to verify, particularly if the damage could have occurred during installation or use. As a result, we may be unable to offer a replacement or refund. However, we still encourage you to contact us, and our team will do its best to help.

Our support team will respond within one business day. Please remember to check your inbox and spam folder for our reply.

Shipping Problems

Contact support@lucialiving.com as soon as you notice an issue. Shipping problems may include:

  • Tracking has not updated for an extended period

  • The package is marked as delivered but has not been received

  • The package has been returned to the sender

  • The delivery address is incorrect

  • The carrier cannot reach the recipient

  • The shipment is delayed, damaged, or otherwise affected in transit

  • You have not received a shipping confirmation or tracking number

Depending on the situation, our customer care team may:

  • Verify the shipment’s current status

  • Contact the carrier for further information

  • Provide updated tracking information or a new tracking number

  • Arrange a replacement shipment or another appropriate solution

We recommend contacting us before initiating a chargeback or payment dispute, as most shipping issues can be resolved more quickly through our customer care team. This does not affect any rights available to you through your bank or payment provider.

Contact Information

Email: support@lucialiving.com

Email Support: Monday–Sunday, 9:00 AM–9:00 PM ET

Email Response Time: Within one business day

Replies may take slightly longer on weekends and public holidays.