FAQs

What does Delivery on means?

This term refers to the time when the package leaves our order office and does not refer to the date when the package will arrive. If you order more than one product and the delivery dates are separated, it means that we have sent the packages separately for you. This happens only on the Romanian territory and not for international orders.

Note: depending on the volume and capacity, certain orders may be processed earlier than the date mentioned on the site.

Do you send abroad?

Yes, we ship almost anywhere in the world. However, it should be borne in mind that shipping costs will be added depending on the selected address. We also have promotions and sometimes free shipping for limited periods of time; so you can subscribe to the Newsletter to be up to date with everything that happens.

Where is my order?

After sending the order, you will receive a tracking number by e-mail, so that you can monitor the activity while it is coming to you. You can also log in to your account at any time to examine the status of your order.

What courier companies do we use?

We use the largest and best transport companies, including local courier partners. You will be asked to select a delivery method during payment.

How long does it take to receive the package?

The delivery and processing time of the order depends on the ordered product. The status of each ordered product is indicated separately in the personal account.

Do I need my signature on receipt?

All orders received require a receipt and we do not deliver parcels to private warehouses or paid mailboxes. We do not recommend that another contact person sign on your behalf, as we are not responsible for the loss of the package since it was signed on receipt, nor can we make a refund for lost products.

Will I be charged when I place the order?

We ship our parcels from Romania. For other international orders there may be fees and taxes that you will have to bear. Our company has no control over these taxes and we cannot offer quotes regarding the customs costs you may face, because they differ depending on the country. For more information, please contact your local customs office. Please note that we cannot refund your taxes and fees paid on delivery.

What happens if I refuse the package?

If you choose to refuse delivery of the order to avoid taxes and if you change your mind, you will be responsible for the return fee to Lucia Olaru Showroom. Remember that this amount depends on the country from which it is ordered. If you want to change the delivery address, please contact us at office@luciaolaru.com i before sending the order.

Can I edit the delivery address?

If you have not already ordered, you can add a new address from the menu of your account, or immediately after you have created an account. If you have already placed the order and you have not received the delivery confirmation email yet, you can contact us at office@luciaolaru.com i and we will change your delivery address.

Can I change my order?

We can change your order only if it has not been processed and delivered yet. Please note that we may process orders earlier than the date displayed on the site. If you want to modify the order, you must do it immediately after placing it. Another thing to keep in mind is that we can no longer add products over a current order. If you want to add a product over an order already placed, please complete a new order with that product. Our team will do their best to send them together, and if necessary, return the money from the new shipment.

Can I return a product?

As always, we try to make sure that each of our customers loves our products; if you still need a return, we are happy to help you. Contact us by email or access the return center at the bottom of the page and we will guide you from there.

Can I cancel the order?

Of course. You can cancel any order, by email at office@luciaolaru.com and our team will respond as soon as possible. After canceling the order, the money will be returned by the payment method used initially. Please note that we cannot cancel orders that have already been shipped. 

What is our return policy?

You have 14 days to return a product that for various reasons does not meet your requirements. Please make sure that all labels are intact, the package and the original box are in their original condition and that the product has no trace of use. Please note that personalized and specially ordered products cannot be returned or exchanged.

Are returns free?

We try our best to extend our services to you and make the return process as simple as possible. For now, the returns are not free. The return price depends on your shipping carrier. After filling in the form in the "Return Center" (which you can find at the bottom of the page), wait for our confirmation. If we have confirmed your return and you are eligible, we will send a courier to pick up your package.

Why didn't I get the shipping fee back?

Usually the transport on the Romanian territory is free above a certain amount of money. If you still opt for express delivery, or the address is outside Romania, we cannot refund your money on shipping once the order has been returned.

What is our product exchange policy?

At the moment we do not exchange any products. If you have the wrong size of a product, or have encountered other problems, it can only be returned; and then ordered again with the desired specifications.

How do I start the return process?

At the bottom of the website, you will find the "Return Center". Access it and follow the simple instructions in the menu to return the specified product.

When will I get my money back?

Once the package is returned to us, it may take up to 7 business days for the payment to be processed. We will keep you posted with an email when it is done.

Can I cancel / return a product I pre-ordered?

Products purchased during a pre-order period is not eligible for return or exchange. Also, we cannot cancel orders placed during this period. Why? Because the inventory of products that can be pre-ordered is limited and once sold can not be returned to the online store.

Where are our stores located?

Our stores are located in Bucharest. You can discover more details by accessing the contact section.