TERMS & SERVICES
1 General Information
By accessing and using LUCILLA's website, you acknowledge that you have read, understood, and agreed to comply with the Terms & Services outlined below. These terms govern your use of the website as well as the purchase of products provided by LUCILLA.
2 Product Information
LUCILLA strives to ensure that all product images, descriptions, colors, measurements, and other information displayed on the website are as accurate as possible. However, slight variations may occur due to lighting conditions, display settings, material characteristics, or the handcrafted production process.
3 Orders & Order Confirmation
Once an order is successfully placed, customers will receive an order confirmation email from LUCILLA. Please carefully review all order details, including product selection, sizing, color, shipping information, and any customization requests (if applicable).
Once an order has been confirmed and production or order preparation has begun, it cannot be modified or cancelled.
4 Pricing
All prices displayed on the website are subject to change without prior notice. LUCILLA reserves the right to adjust prices, update product information, or discontinue products at any time when necessary.
5 Processing Time & Shipping
Order processing time depends on product availability:
- Ready-to-wear items: Orders are prepared and shipped within 2–3 business days.
- Made-to-measure or made-to-order items: Production typically requires 15–20 business days before shipment.
- Shipping times vary depending on the destination country and the selected courier service. LUCILLA is not responsible for delays caused by shipping carriers, customs clearance, weather conditions, or other circumstances beyond our control.
6 Returns, Exchanges & Refunds
Due to the nature of LUCILLA's products, all sales are final. We do not accept returns or provide refunds once an order has been confirmed.
All orders are confirmed via email, including product images or videos, colors, sizing, measurements (if applicable), and all relevant order details. Customers are responsible for carefully reviewing and confirming all information before the order is finalized.
Once an order has been confirmed, it cannot be returned or refunded for reasons including, but not limited to, change of mind, incorrect size selection, personal preference, or any other subjective reason.
LUCILLA only accepts size exchanges for standard-sized (Ready-to-Wear) products within 24 hours of the customer receiving the package. Made-to-measure, made-to-order, customized, or altered products are not eligible for size exchange, return, or refund under any circumstances.
Items eligible for size exchange must be unworn, unused, unwashed, with all original tags attached and in their original packaging. Requests submitted after the 24-hour period will not be accepted.
Customers are responsible for all costs associated with the size exchange, including but not limited to shipping fees, customs duties, import/export taxes, and any other applicable charges.
LUCILLA will only consider product replacement in cases of verified manufacturing defects or supplier-related faults. Customers must notify us promptly and provide clear photos or videos of the product together with proof of purchase for assessment. If the claim is approved, LUCILLA will determine the appropriate resolution.
7 Intellectual Property
All content on the LUCILLA website—including but not limited to product designs, images, logos, graphics, text, and other materials—is the intellectual property of LUCILLA. Any unauthorized reproduction, distribution, modification, or commercial use is strictly prohibited.
8. Amendments & Dispute Resolution
LUCILLA reserves the right to update or amend these Terms & Services at any time without prior notice. Any changes become effective immediately upon publication on the website.
In the event of any dispute relating to the use of the website or product purchases, both parties agree to prioritize amicable negotiation in good faith. If no agreement can be reached, the dispute shall be resolved in accordance with the laws of Vietnam.