Refund policy

Lucca Menswear offers a clear and fair 14-day return window, with simple steps to request an exchange or refund and responsive customer support to guide you through the process. Please review the details below before sending your item back to ensure your return is accepted and processed smoothly.

RETURN & EXCHANGE POLICY

  • You have a 14-day return policy, meaning you can request a return within 14 days of receiving your order.
  • To be eligible, items must be in the same condition you received them: unworn or unused, with all tags attached, and in the original packaging, with proof of purchase.
  • Both returns and exchanges can be requested within this 14-day period, and the process is designed to be quick and straightforward.

To start a return or exchange:

  1. Email support@luccamenswear.co.uk with your order number and reason for return or exchange (e.g. “#0000 Return” in the subject line).
  2. You will receive a return form and, where applicable, a return shipping label with instructions on how and where to send your package.
  3. Send your parcel to the instructed address within 14 days of receiving your order; items sent back without first requesting a return will not be accepted.

Once your return arrives at the warehouse, it is usually processed within 10 working days, and you will be notified by email when your exchange or refund has been handled.

RETURN ADDRESS & CONTACT

All approved returns should be sent to:

  • Return address: Innovation Centre George Holmes Business Park, George Holmes Way Swadlincote Derby DE11 9DF, UK.
  • Email: support@luccamenswear.co.uk for all return, exchange, or product queries.

You can also reach the team via the contact page on the website, and customer support is available Monday to Friday from 09:00 to 17:00 GMT. The aim is to respond to all emails within 24 hours on business days.

DAMAGES, ISSUES & NON-RETURNABLE ITEMS

  • Please inspect your order upon delivery and contact customer service immediately if an item is defective, damaged, or if the wrong product is received, including photos where possible so the issue can be evaluated and resolved quickly.
  • If a product is faulty or damaged in transit, Lucca Menswear will cover the related return expenses and work with you on a suitable solution.

Certain items cannot be returned, including:

  • Custom or personalised products and special orders.
  • Personal care items and similar hygiene-related goods.
  • Hazardous materials, flammable liquids, or gases.
  • Sale items and gift cards are also non-returnable and non-refundable.

If you have questions about whether a specific item is eligible for return, contact support before sending it back.

EXCHANGES, EU COOLING-OFF & LATE RETURNS

  • The fastest way to get a different size or colour is to return the original item and, once the return is accepted, place a new order for the replacement.
  • If you request an exchange during the return registration, the team will begin processing it as soon as your return is received to complete it within a few days where stock allows.

If an exchange item is no longer available, customer service will inform you about restock expectations or alternative solutions such as another product or a refund. If you need to return an order outside the 14-day period, you may be offered an exchange or store voucher at the brand’s discretion—reach out to support to discuss options.

For customers in the European Union, there is a 14-day cooling-off period: you have the right to cancel or return your order within 14 days for any reason and without justification, provided the item is unworn, unused, with tags, in the original packaging, and you have proof of purchase.

REFUND PROCESSING

  • After your return is received and inspected, you will be notified whether your refund has been approved.
  • If approved, the refund will be issued to your original payment method, usually within 10 business days.

Please note that your bank or card provider may take additional time—up to a few days—to process and post the refund to your account. If more than 15 business days have passed since your refund was approved and you have not received it, contact support@luccamenswear.co.uk for assistance.