Questions about payment and ordering
1. What cards do you accept? - Mastercard, Maestro, Visa, Visa Electron, American Express, Solo
We DO NOT accept the following payment methods: 1. Payment on Delivery 2. Email 3. Installments 4. Splash plastic 5. Cheque
6. Bank Transfer 7. Postal Order 8. Laser Card
2. Do you have a Shop?
Yes we do have a shop the address is 55 Elm Road, Leigh on Sea, Essex, SS9 1SP, contact number 01702 478287. Opening hours are 10.00 am – 5.00 pm Monday to Friday and 10.00 am to 6.00 pm on Saturdays.
3. When Will I be charged? - When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account.
If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.
If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.
If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).
4. Do you sell gift vouchers? - Yes we do sell gift vouchers. These can be purchased online. These will be sent to you in the post with a gift voucher envelope to be used within one year of dispatch date.
5. How much will postage and packaging cost?
UK
You may select one of the following two delivery methods at the final billing page:
Next Day Delivery: £2.95. Available Monday to Thursday (UK Only)
Overseas Delivery: £5.95 (3-4 working days)*
You may have noticed that we have lowered the cost of delivery from £4.95 to £2.95. We have lowered the cost to benefit our customers.
IMPORTANT INFORMATION FOR NEXT DAY DELIVERIES:
Before placing your order, please note:
If you place your order before 2.00pm on Monday to Thursday it will be dispatched the same day after your order has shipped:
If you need to change your delivery address after you have placed an order please inform customer care.
If you are not present to accept the delivery the driver will leave the parcel in a 'safe place' (out of sight and protected from the elements). He will then leave a card through your door informing you of this.
If there is not a safe place the driver will leave a card with the details of how to collect your parcel from the depot, or how to arrange for a re-delivery.
USA & CANADA
Overseas Delivery only – approx. 4-8 working days* / Cost subject to weight**
*Please note that delays can occur in customs, and these delays are beyond our control.
** The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note most orders require a signature on receipt.
Please note: We are unable to ship bulky items such as Boots, Suits, Jackets & Coats to these destinations.
Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
EUROPE
please see below to view the full list of countries we deliver to
Overseas Delivery Only - approximately 4-8 working days / Cost subject to weight*
* The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note most orders require a signature on receipt.
Please note: We are unable to ship bulky items such as Boots, Suits, Jackets & Coats to Andorra, Monaco, Cyprus, Greece, Malta & Corsica
AUSTRALIA, JAPAN & NEW ZEALAND
Overseas Delivery Only - approximately 8-14 working days* / Cost subject to weight**
* Please note that delays can occur in customs, and these delays are beyond our control.
** The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note most orders require a signature on receipt.
Please note: We are unable to ship bulky items such as Boots, Suits, Jackets & Coats to these destinations
Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Can I pick up my order from your shop? - You can pick up your item from D’Lucca at the following address; 55 Elm Road, Leigh on Sea, Essex, SS9 1SP, contact number 01702 478287.
Do you deliver to my country? - We deliver to most major countries. For a full list of countries please see below. Please note, we are unable to deliver to your country if it is not listed. However if you email our customer services email with the country of destination we may be able to deliver.
List of countries - Andorra, Australia, Austria, Belgium, Canada, Canary Islands, Corsica, Cyprus, Denmark, Finland, France, Germany, Greece
Holland, Ireland, Italy, Japan, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Portugal, San Marino, Spain, Sweden, Switzerland, UK, USA
6. Do I have to pay import charges? - Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Can you leave the delivery at an agreed hiding place? - If you place your order using our Next Day Delivery service the courier will attempt to leave your parcel with a neighbour if you are out, or failing this, in a safe place, out of sight and the elements. If you place your order using our Standard Delivery service, all orders require a signature, so we are unable to leave your order in a safe place.
Can someone else sign for my delivery? - Yes, anyone at the specified delivery address can sign for the goods.
I’m not going to be in when you deliver my parcel. What will happen?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.
7. Your order
Can I change my order? - This will depend on the status of your order. Please contact customer care.
Can I cancel my order? - If your order is awaiting dispatch, it may be possible to cancel your order before it is dispatched. If however your order has already been shipped, you will need to return the order to us.
8. Returns
I need to return an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 8 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred.
Please note:
* If you require a different product (rather than a different size or colour of the same product) you will need to place a new order online and return the original item for a refund.
* Some products are non-returnable for hygiene reasons. These products are clearly marked with a '+' next to the product name. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
Return or exchange an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 8 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred. Some products are non-returnable for hygiene reasons. These products are clearly marked with a ‘+’ next to the product name.
Please note:
* The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility.
Please complete the form on the back of your invoice and send both the invoice and parcel to:
D’Lucca, 55 Elm Road, Leigh on Sea, Essex, SS9 1SP
Faulty Item
If the item you received is faulty, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 15 days from receipt of the faulty item to return it to us.
I received the wrong item
If the item you received is not what you originally ordered, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Can you confirm you’ve received my return?
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.
Please note that we usually process a refund or exchange within 4 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 4 working days have passed since we received your return.
If it has been more than 4 working days since we received your return please contact customer care
'You haven’t replied to my query'
It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please contact customer care stating your secondary email address or a family member’s or trusted friend’s email address. Please include YOUR Name, registered dlucca email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund:
* Please allow 3 working days from receipt of a return for us to process a refund.
* Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent).
* After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 2 Working Days).
When will I receive my replacement? - Before contacting us please take note of the timescales required to process an exchange:
* Please allow 3 working days from receipt of a return for us process an exchange.
* Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
UK - * Up to 4 Working Days * European Union – Up to 8 Working Days
Rest of World - * Up to 14 Working Days
Do I have to pay for return postage? - If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.
If the item you received is not what you originally ordered, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Why have you not refunded the delivery charge? - Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless:
* You have received an incorrect or faulty item from us and have requested a refund
* You send back the entire order
Can I Contact you by Phone? - We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, our customers have overwhelmingly and consistently said they wanted cheaper prices over anything else.
9. Technical Problems
If you have any technical problems please contact customer care.
1. What cards do you accept? - Mastercard, Maestro, Visa, Visa Electron, American Express, Solo
We DO NOT accept the following payment methods: 1. Payment on Delivery 2. Email 3. Installments 4. Splash plastic 5. Cheque
6. Bank Transfer 7. Postal Order 8. Laser Card
2. Do you have a Shop?
Yes we do have a shop the address is 55 Elm Road, Leigh on Sea, Essex, SS9 1SP, contact number 01702 478287. Opening hours are 10.00 am – 5.00 pm Monday to Friday and 10.00 am to 6.00 pm on Saturdays.
3. When Will I be charged? - When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account.
If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.
If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.
If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).
4. Do you sell gift vouchers? - Yes we do sell gift vouchers. These can be purchased online. These will be sent to you in the post with a gift voucher envelope to be used within one year of dispatch date.
5. How much will postage and packaging cost?
UK
You may select one of the following two delivery methods at the final billing page:
Next Day Delivery: £2.95. Available Monday to Thursday (UK Only)
Overseas Delivery: £5.95 (3-4 working days)*
You may have noticed that we have lowered the cost of delivery from £4.95 to £2.95. We have lowered the cost to benefit our customers.
IMPORTANT INFORMATION FOR NEXT DAY DELIVERIES:
Before placing your order, please note:
If you place your order before 2.00pm on Monday to Thursday it will be dispatched the same day after your order has shipped:
If you need to change your delivery address after you have placed an order please inform customer care.
If you are not present to accept the delivery the driver will leave the parcel in a 'safe place' (out of sight and protected from the elements). He will then leave a card through your door informing you of this.
If there is not a safe place the driver will leave a card with the details of how to collect your parcel from the depot, or how to arrange for a re-delivery.
USA & CANADA
Overseas Delivery only – approx. 4-8 working days* / Cost subject to weight**
*Please note that delays can occur in customs, and these delays are beyond our control.
** The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note most orders require a signature on receipt.
Please note: We are unable to ship bulky items such as Boots, Suits, Jackets & Coats to these destinations.
Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
EUROPE
please see below to view the full list of countries we deliver to
Overseas Delivery Only - approximately 4-8 working days / Cost subject to weight*
* The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note most orders require a signature on receipt.
Please note: We are unable to ship bulky items such as Boots, Suits, Jackets & Coats to Andorra, Monaco, Cyprus, Greece, Malta & Corsica
AUSTRALIA, JAPAN & NEW ZEALAND
Overseas Delivery Only - approximately 8-14 working days* / Cost subject to weight**
* Please note that delays can occur in customs, and these delays are beyond our control.
** The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note most orders require a signature on receipt.
Please note: We are unable to ship bulky items such as Boots, Suits, Jackets & Coats to these destinations
Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Can I pick up my order from your shop? - You can pick up your item from D’Lucca at the following address; 55 Elm Road, Leigh on Sea, Essex, SS9 1SP, contact number 01702 478287.
Do you deliver to my country? - We deliver to most major countries. For a full list of countries please see below. Please note, we are unable to deliver to your country if it is not listed. However if you email our customer services email with the country of destination we may be able to deliver.
List of countries - Andorra, Australia, Austria, Belgium, Canada, Canary Islands, Corsica, Cyprus, Denmark, Finland, France, Germany, Greece
Holland, Ireland, Italy, Japan, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Portugal, San Marino, Spain, Sweden, Switzerland, UK, USA
6. Do I have to pay import charges? - Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Can you leave the delivery at an agreed hiding place? - If you place your order using our Next Day Delivery service the courier will attempt to leave your parcel with a neighbour if you are out, or failing this, in a safe place, out of sight and the elements. If you place your order using our Standard Delivery service, all orders require a signature, so we are unable to leave your order in a safe place.
Can someone else sign for my delivery? - Yes, anyone at the specified delivery address can sign for the goods.
I’m not going to be in when you deliver my parcel. What will happen?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.
7. Your order
Can I change my order? - This will depend on the status of your order. Please contact customer care.
Can I cancel my order? - If your order is awaiting dispatch, it may be possible to cancel your order before it is dispatched. If however your order has already been shipped, you will need to return the order to us.
8. Returns
I need to return an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 8 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred.
Please note:
* If you require a different product (rather than a different size or colour of the same product) you will need to place a new order online and return the original item for a refund.
* Some products are non-returnable for hygiene reasons. These products are clearly marked with a '+' next to the product name. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
Return or exchange an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 8 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred. Some products are non-returnable for hygiene reasons. These products are clearly marked with a ‘+’ next to the product name.
Please note:
* The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility.
Please complete the form on the back of your invoice and send both the invoice and parcel to:
D’Lucca, 55 Elm Road, Leigh on Sea, Essex, SS9 1SP
Faulty Item
If the item you received is faulty, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 15 days from receipt of the faulty item to return it to us.
I received the wrong item
If the item you received is not what you originally ordered, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Can you confirm you’ve received my return?
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.
Please note that we usually process a refund or exchange within 4 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 4 working days have passed since we received your return.
If it has been more than 4 working days since we received your return please contact customer care
'You haven’t replied to my query'
It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please contact customer care stating your secondary email address or a family member’s or trusted friend’s email address. Please include YOUR Name, registered dlucca email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund:
* Please allow 3 working days from receipt of a return for us to process a refund.
* Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent).
* After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 2 Working Days).
When will I receive my replacement? - Before contacting us please take note of the timescales required to process an exchange:
* Please allow 3 working days from receipt of a return for us process an exchange.
* Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
UK - * Up to 4 Working Days * European Union – Up to 8 Working Days
Rest of World - * Up to 14 Working Days
Do I have to pay for return postage? - If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.
If the item you received is not what you originally ordered, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Why have you not refunded the delivery charge? - Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless:
* You have received an incorrect or faulty item from us and have requested a refund
* You send back the entire order
Can I Contact you by Phone? - We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, our customers have overwhelmingly and consistently said they wanted cheaper prices over anything else.
9. Technical Problems
If you have any technical problems please contact customer care.
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