Frequently Asked Questions
Where do you ship?
We ship both domestically and internationally. Shipping fees and delivery times vary by destination.
How long does shipping take?
Domestic orders: 3–7 business days
International orders: 5–12 business days
Processing time (1–3 business days) is in addition to shipping time
How do I track my order?
Once your order ships, you’ll receive an email with tracking information. You can also log into your account on our website to check order status.
What is your return policy?
We accept returns within 30 days of delivery on unused items in original condition. Please see our Return & Refund Policy for full details.
How do I start a return?
Contact us at hello@thelucen.com with your order number and reason for return. Once approved, we’ll provide return instructions.
When will I get my refund?
Refunds are processed within 5–10 business days after we receive and inspect your return.
When can I expect a response to my email?
Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.
The product I want is out of stock!
We know there's nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the "Email Me When in Stock" button underneath the product you're interested in, we'll let you know as soon as it's restocked!
Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!