Informativa sulle spedizioni

SHIPPING POLICY

By Lucia Last updated: [DATE]

This Shipping Policy applies to all orders placed through bylucia.co (the "Site"), operated by By Lucia ("we", "us", "our"). By placing an order and completing checkout, you confirm that you have read and accepted this Shipping Policy, our Terms of Service, and our Refund Policy, and you authorise the charge to your selected payment method.

ORDER PROCESSING

In-stock orders are processed and dispatched within 1–2 business days of the order being placed, excluding weekends and Victorian public holidays. During new collection launches, promotional periods, and peak seasons, processing may take longer; where a material delay occurs, we will notify you at the email address provided at checkout.

You will receive an order confirmation email when your order is placed, and a separate dispatch email containing tracking details when your order leaves our fulfilment facility. These emails, together with carrier tracking records, form the record of your order and its fulfilment.

PRE-ORDERS

Some pieces are offered for pre-order, made-to-order, or as part of a limited release produced after the sale window. These items are clearly identified on the product page before you add them to cart.

By purchasing a pre-order item you acknowledge and agree that:

(a) Payment is taken in full at the time of order, not at dispatch. This secures your piece from a limited production run.

(b) The estimated dispatch window shown on the product page at the time of purchase is an estimate, not a guaranteed date. Pre-order and made-to-order pieces are produced in small batches and typically require additional time — production, quality control, and freight can each extend the window.

(c) A pre-order dispatching within the estimated window, or within a reasonable period after it, is a fulfilled order and does not constitute non-delivery. If a delay will exceed the estimated window by more than 14 days, we will email you with an updated estimate and the option to continue with the order or cancel for a full refund.

(d) Where an order contains both pre-order and in-stock items, the entire order is held and dispatched together once the pre-order item is available. This is stated at the point of sale. If you want in-stock items sooner, place them as a separate order.

(e) You may cancel a pre-order for a full refund at any time before dispatch by emailing contact@bylucia.co with your order number. Once dispatched, the order is governed by our Refund Policy.

(f) Initiating a payment dispute or chargeback for a pre-order that is within its stated estimated window, or that has been dispatched with valid tracking, is a breach of these terms. Contact us first — cancellation before dispatch is always available and faster than a dispute.

SHIPPING DESTINATIONS

We ship worldwide, subject to carrier availability. If we cannot deliver to your address, we will contact you and issue a full refund.

SHIPPING COSTS

Shipping costs are calculated at checkout based on destination and shipping method, and are displayed in full before payment is taken. Completing checkout constitutes acceptance of the displayed shipping cost.

Orders over the complimentary shipping threshold displayed on the Site at the time of purchase qualify for complimentary standard shipping, shown in the currency of the market you are shopping in. Promotional shipping offers are subject to their own stated terms.

DELIVERY ESTIMATES

Estimated delivery times from dispatch (not from date of order):

Australia and New Zealand: 7–10 business days United States and Canada: 7–12 business days United Kingdom and Europe: 7–10 business days Asia and all other regions: 7–14 business days

Delivery times are estimates only and are not guaranteed. Transit may be extended by customs processing, carrier delays, adverse weather, industrial action, or other events outside our control. A delay in delivery within a reasonable period beyond these estimates does not of itself constitute non-delivery or entitle you to a refund, except where required by law. If your order has not arrived within a reasonable period beyond the estimate, contact us at contact@bylucia.co before raising any payment dispute — a genuine delivery problem is resolved fastest by our team, and we replace or refund confirmed lost shipments in full.

DUTIES AND TAXES

All applicable customs duties, import taxes, and VAT/GST are calculated and collected at checkout and prepaid by us on your behalf (delivered duty paid). The price you pay at checkout is the total price of your order. No additional payment will be collected by the carrier on delivery.

TRACKING

All shipments include tracking. Tracking details are emailed to you on dispatch and delivery status can be checked at any time via the Track Order page on the Site. Tracking may take 24–48 hours to activate after dispatch. Carrier tracking records, including delivery confirmation to the address provided at checkout, constitute evidence of dispatch and delivery.

INSURANCE, LOSS, AND DAMAGE IN TRANSIT

All shipments are insured against loss and damage in transit at no additional cost to you.

If your order arrives damaged, or an item is missing or incorrect, contact us at contact@bylucia.co within 14 days of the delivery date shown in tracking, with your order number and photographs of the item and packaging as received. We will arrange a replacement or refund in accordance with our Refund Policy and, where a return is required, we will cover return shipping. Claims made outside this window may not be accepted, except where consumer law provides otherwise.

If tracking shows no movement for 10 business days (domestic) or 15 business days (international), or your order is marked delivered but not received, contact us and we will open a carrier investigation. Where a shipment is confirmed lost in transit, we will send a replacement or issue a full refund at your election. Where tracking confirms delivery to the address you provided, the order is considered delivered; we will still assist with a carrier investigation for parcels marked delivered but not received.

DELIVERY ADDRESS

You are responsible for providing a complete and accurate delivery address at checkout. The address you enter is the address we are authorised to ship to, and delivery to that address discharges our delivery obligation.

If you notice an address error, contact us immediately; we will correct it where the order has not yet been dispatched, but changes cannot be guaranteed after dispatch. Where an order is returned to us as undeliverable due to an incorrect or incomplete address supplied by you, an unclaimed parcel, or failed delivery after carrier attempts, we will contact you to arrange re-delivery. Re-delivery costs for such returns may be payable by you. Where we cannot reach you within 30 days of the parcel being returned to us, we will refund the order less the original shipping cost.

Risk in the goods passes to you on delivery to the address provided at checkout. We recommend shipping to an address where someone is available to receive the parcel.

ORDER CHANGES AND CANCELLATION

We begin processing orders quickly. To change or cancel an order, contact us at contact@bylucia.co as soon as possible; we will accommodate changes where the order has not yet been dispatched. Once dispatched, orders cannot be changed or intercepted, and any return is governed by our Refund Policy.

PAYMENT DISPUTES

If anything is wrong with your order — a delay, a missing parcel, damage, or anything else — contact us at contact@bylucia.co before initiating a chargeback or payment dispute. We resolve genuine issues quickly, including full refunds where warranted, and resolution through our team is faster than a card dispute.

Chargebacks raised for orders that have been dispatched with valid tracking, delivered to the address provided at checkout, or that are pre-orders within their stated estimated window, will be contested with full evidence, including checkout records, this policy as accepted at purchase, dispatch confirmation, and carrier tracking and delivery records. Nothing in this section limits your rights under applicable consumer law or the rules of your card scheme.

EVENTS OUTSIDE OUR CONTROL

We are not liable for delay or failure in delivery caused by events outside our reasonable control, including carrier failures, customs holds, natural disasters, pandemics, or industrial action. This clause does not limit any rights you have under applicable consumer law.

YOUR CONSUMER RIGHTS

Nothing in this policy excludes, restricts, or modifies any rights or remedies you have under the Australian Consumer Law or any other applicable consumer protection legislation that cannot lawfully be excluded, including consumer guarantees relating to the supply of goods. If you are purchasing from outside Australia, you may have additional rights under the laws of your country of residence.