Refund Policy
Returns & Client Care
At Luciano, every fragrance and garment is crafted and delivered with care. Should something not meet expectation, we are here to ensure your experience remains seamless, reassuring, and handled with the utmost attention.
1. Eligibility for Returns (Fragrances)
Due to the nature of fragrance products, returns are accepted only if an item arrives damaged, faulty, or incorrect. To preserve product integrity, hygiene, and safety, we are unable to accept returns of opened or used fragrances.
If an issue arises, please contact us within 14 days of delivery, quoting your order number and providing clear photographs of the item and its packaging.
2. Made-to-Order Suiting & Tailoring
All House of Luciano suiting is made to order, crafted specifically to your individual measurements and preferences. As each garment is produced exclusively for you, made-to-order pieces are non-refundable and non-returnable.
However, your fit and satisfaction remain extremely important to us.
To support the final refinement of your garment, House of Luciano will provide a £25 tailoring allocation toward minor local alterations, helping ensure you achieve the best possible fit once your piece arrives. Our aim is precision from the outset, but this allowance offers additional reassurance and flexibility.
3. Refunds & Replacements (Fragrances)
Once a claim is approved for an eligible fragrance return, we will offer either a replacement or a full refund — whichever you prefer.
Refunds are processed to your original payment method. Please allow 5–10 business days for the funds to appear, depending on your banking provider.
4. Return Shipping
If a fragrance product is confirmed as damaged, faulty, or incorrect, return shipping costs are covered by House of Luciano. If it is a change of mind on purchase this is covered by the customer. We will provide clear instructions and a prepaid return label where applicable.
5. Non-Returnable Items
For hygiene, safety, and bespoke production reasons, we cannot accept returns on:
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Opened or used fragrances
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Made-to-order suiting and tailored garments
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Items without original packaging
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Gift cards or digital products
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Items purchased from third-party retailers
6. Order Issues & Support
If your order is missing, delayed, or arrives with visible damage, please contact us immediately. We will prioritise resolving the matter swiftly and professionally.
7. Contact Us
For return requests or assistance, please contact our client care team at:
Your trust is central to the Luciano experience. We are committed to handling every concern with clarity, discretion, and exceptional service.
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