Frequently Asked Questions (FAQs)


Shipping time frames

Please assume 14 days for shipping of your gift box or individual deliveries. Each is packed to order by hand. We are not a giant organisation with Amazon logistics. However, we do ensure your package gets to you as soon as possible.

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Shipping types

Your goods shall be sent by standard courier service. At this point in time we are not able to provide an express service. We hope to provide this option in the future.  

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Issues with your order

If you have any issues with your order please feel to contact us. Please do remember our shipping usually take two weeks. 

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Returns policy

Returns
We operate a 14 days (21 days for international orders) return policy, after your have received the items. If 14 days (or 21 days for international orders) have gone by since the time of dispatch, we can’t offer you a refund or an exchange. To be eligible for a return, your items must be unopened and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

You will be responsible for paying for your own shipping costs for returning your item. Return Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Please do not send your purchase back to the manufacturer address as listed on the parcel, If you need to return an item, simply send us an email with the subject "return" to info [at] lukki.es.

There are certain situations where only partial refunds are granted (if applicable).
Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 

If your order is returned to us due to delivery failure we will let you know via the email address you provided and ask for an alternative address to re-ship your items to. If we don't receive instruction on the correct / updated shipping address after 28 days from the items being returned, we will be unable to complete the order. 

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Exchanges / replacements

We can only replace items if they are defective, damaged, if you have received the wrong item or if your items have gone missing in the postal system, If you need to exchange an item due to any of the reasons above, we can get a replacement sent out free of charge, we request to be notified of none-delivery or an issue with your order within 30 days from dispatch, if we are notified after 30 days from dispatch we can't issue a replacement. Send us an email at info [at] lukki.es.

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Contact us

If you have any other queries please feel free to reach out to us and we will get back to you as soon as possible.