These Conditions establish the rights and obligations of all users of LUKAS & LUCY, in relation to the products and services we offer through our website “www.LUKAS & LUCY.com”, (hereinafter the “Store”).
1. Obligations of the User.
1.1 The User undertakes, in general, to use the Store, to acquire the Products and to use each of the services of the Store diligently, in accordance with the law, morality, public order and the provisions of these General Conditions, and must also refrain from using them in any way that could impede, damage or deteriorate the normal operation and enjoyment of the Store by Users or that could injure or cause damage to the goods and rights of LUKAS & LUCY, its suppliers, Users or in general of any third party.
2. Products and Services.
2.1 LUKAS & LUCY reserves the right to decide, at any time, the Products that are offered to Users through the Store. In particular, LUKAS & LUCY may at any time add new Products to those offered or included in the Store, it being understood that unless otherwise provided, such new Products shall be governed by the provisions of these General Conditions. Likewise, LUKAS & LUCY reserves the right to stop providing or facilitating access and use at any time and without prior notice of any of the different kinds of Products offered in the Store.
2.2 The Products included in the Store will correspond as reliably as possible allowing web display technology to the Products actually offered. Except for typographical error, the characteristics of the Products and their prices appear in the Store. The prices indicated in the Store are in Euros and include VAT, unless otherwise indicated.
2.3 This merchant agrees not to allow any transaction that is illegal, or is considered by the credit card brands or the acquiring bank, which may or has the potential to damage the goodwill of the same or negatively influence them. . The following activities are prohibited under the programs of the card brands: the sale or offer of a product or service that is not in full compliance with all laws applicable to the Buyer, Issuing Bank, Merchant, Card Holder, or cards LUKAS & LUCY reserves the right to cancel or reject any order from a User-Client with whom it maintains a dispute regarding the payment of a previous order.
In addition, the sale of alcoholic beverages to minors under 18 is also explicitly prohibited.
2.4 Orders placed on the Internet through www.LUKAS & LUCY.com carry contractual data between the User-Client and the store that will be subject to confirmation and collection by both parties before shipment.
2.5 LUKAS & LUCY is committed to accepting orders of orders according to the terms of the general conditions of sale here exposed. The User-Client declares to know and accept these general conditions of sale before confirming their orders. The confirmation of an order implies, therefore, the acceptance of these General Conditions of Sale. Unless it is proven otherwise, the data registered by the store constitutes a test of the set of transactions carried out between LUKAS & LUCY and its customers.
3. Procedure and Form of Payment of the Products.
3.1 Within a maximum period of twenty-four (24) hours, LUKAS & LUCY will send an email to the User, confirming the purchase. Said e-mail will assign a reference code for the purchase, and will detail the characteristics of the Product, its price, the shipping costs and the data of the different options to make the payment of the Products to LUKAS & LUCY.
3.2 The User who purchases a product through the Store must make the payment through the payment systems specifically detailed in the Store.
3.3 LUKAS & LUCY will archive the electronic documents in which the contract is formalized, sending a copy to the User once the purchase is made. The contract will be made in the Spanish language.
3.4 The order confirmation sent by LUKAS & LUCY is not valid as an invoice, only as proof of purchase. LUKAS & LUCY will send by email the corresponding invoice to the same and the user can also download it from his account.
4. Shipping & Return policy.
You can contact us to clarify any of these points or receive more information about the shipment and returns, through our contact form.
Shipping & Returns
How much are the shipping costs?
For orders to Peninsula (Spain) and Balearic Islands exceeding € 95, shipping costs are free. If not, they would mean an increase of € 4.95.
Do all orders have the same shipping cost?
As a general rule, orders that do not exceed € 95 have a shipping cost of € 4.95 for the service 24-48 hours. The express delivery (24 hours) has a cost of € 6.95.
However, there is an exception in the case of orders that are sent from the supplier. These have a fixed size that will appear detailed in the shopping cart.
Are refunds allowed? How are they processed?
If you want to make a return on an item or the entire order, you must fill out the contact form.
Once you give us all information, the Customer Service Department will contact you to indicate the steps to follow.
In any case, we will make sure that the transport company picks up the merchandise.
The assumptions for which a return can be processed are the following:
1. Return by customer’s decision:
In the event that the return is unrelated to a defect or error in the product, we accept returns within the first 30 calendar days from the date of receipt, provided that the conditions that regulate the Law 3/2014 of March 27 are met , article 71 of ordination of commerce which indicates that the product has to be returned under the same conditions that arrived and not having been used (beyond the mere verification of its good condition and functioning). In the case of not containing the original packaging, the good may suffer a depreciation.
The reimbursement of the value of the merchandise will be made once we check in our warehouse the good state of the same. The client must assume the costs of the return which are 4.95 € * for domestic shipments. * There are occasions when the size may vary and you will be informed during the return process.
We will process the collection of the items (the transport company would pick it up) and, once here, and verify that everything is correct, we will make the payment of the amount less the return costs or, if you prefer, we can return the full amount in the form of discount code for next purchase.
We will refund the amount before 14 calendar days have elapsed since the date the merchandise was returned.
2. Damaged products
In the event that the return or exchange is due to the product being damaged or broken due to transportation, please contact us as soon as possible to be able to complete the replacement / payment of the products.
3. Incorrect products
In the event that the return is due to the fact that the product received is not the one requested, a return can be made within the first 30 calendar days from the date of receipt. However, you must notify us as soon as possible in order to process the shipment of the correct product. You will not have to pay return costs.
4. Products with incorrect / incomplete information
If the return is due to the fact that the product received does not conform to the information indicated on the website, a return can be made within the first 30 calendar days from the date of receipt. However, you will have to tell us as soon as possible to process it. You will not have to pay return costs.
5. Defective products
In case of defective products we will proceed, as appropriate and depending on the conditions of the product, responding properly or through the supplier / distributor / manufacturer, repair, replacement, price reduction or termination of the contract, steps that will be free for the consumer and user.
The company will respond to the lack of conformity that is manifested within two years of delivery (unless otherwise indicated at the time of purchase). The consumer and user must inform the seller of the lack of conformity within two months of having knowledge of it.
The product warranty has a term of two years from delivery, unless the manufacturer specifies a warranty period shorter than this period (such as, for example, professional tools or for professional use).
** In the case of receiving, by mistake, an expired product, we need the photograph of the lot and date and, thus we could replace or pay for it.
How is the money returned?
The refund of the amount will be made on the same card or PayPal account in which the order was paid when it arrives at our facilities. In the event that you pay by cash on delivery or transfer you will be requested to the account number and IBAN to be able to make the payment. In the event that the products are not returned under the conditions indicated, we reserve the right not to refund the amount. Special cases1. In the case of purchase of footwear and clothing, a change of size may be made at no cost to the customer, provided that it has not been used and is in the same condition as it was. It must contain the original packaging.2. In the event that the client rejects the merchandise, once here the refund of the amount of the products will be made, reserving the right to charge the return costs to the client.3. The products of intimate use do not accept returns as indicated in article 103 of Law 3/2014, of March 27.4. Partial returns of products purchased in a pack are not allowed.5. Due to the nature of the products, we only accept plant returns when they have been notified within 48 hours of receiving the order. We do not accept returns of fruit and vegetables unless it is due to the poor state of the same.6. Plants and trees are living beings, so the tonalities of leaves and flowers, as well as their measurements, can vary between the different specimens. Therefore, if the product varies in this regard, you can not accept the return unless it is due to poor condition of the product. Can I modify or cancel my order? Contact us as soon as possible, so that we can process the cancellation with the as fast as possible and be able to process a new order with the modifications made. Our hours of service to the public is from 9 to 19 hours from Monday to Friday. How long does it take to get my order? We offer a delivery time of 24-48 working hours When the product is in stock or once we receive the products according to the availability indicated. When making the purchase, under “add to cart”, the availability of each product appears: you can check if it is in stock or how many days we receive it. In case there is a problem, we can contact you quickly to make the shipment as soon as possible. Orders ordered on the day will be considered via the web or by phone before 12:00 hours, with the only exception of those whose means of payment chosen is the bank transfer, in which the order will be included in the day in which the amount is received (duly indicated with the order number in the concept) in our current account. In the case of orders to Baleares, the delivery time is 48-72 h. In no case can you choose the arrival time of the order at the time of delivery.
All products purchased at “www.LUKAS & LUCY.com” by can be returned and reimbursed through the following form, provided that you inform us of your intention to return the product (s) purchased and the rest of the conditions established in this section are complied with. LUKAS & LUCY is responsible for processing a collection with the company that transports the products you wish to return.1. Return by decision of the client: In the event that the return or exchange is unrelated to a defect or error in the product, we accept returns within the first 30 calendar days from the date of receipt, provided that the conditions governing the Law 3/2014 of March 27, article 71 of ordination of commerce which indicates that the product has to be returned in the same conditions that arrived and not been used (provided that it does not go beyond the mere verification of the good state and operation thereof). In case of not keeping the original packaging, LUKAS & LUCY reserves the right that the good may suffer some depreciation. The reimbursement of the value of the goods will be made once we check in our warehouse the good condition of the same. The client must assume the costs of the return which are 4.95 € * for domestic shipments. For international shipments the cost of the return is as follows: Portugal: 4.95 € France, Italy: 6.95 € * There are cases in which the size may vary and you will be informed during the return process.LUKAS & LUCY must return the amount must be made, as indicated by Law 3/2014 of March 27, trade management article 107, without undue delay and, in any case, before that 14 calendar days have elapsed since the date the merchandise was returned.2. Damaged products In the event that the return or exchange is due to the product being damaged or broken due to transportation, please contact us as soon as possible to be able to complete the replacement / payment of the products. The client should not run with any expense.3. Incorrect products If the return is due to the fact that the product received is not the one requested, a refund or change may be made within the first 30 calendar days from the date of receipt. However, you must communicate as soon as possible to process the change for the correct product. The client does not have to pay return expenses.4. Products with incorrect / incomplete information In the event that the return is due to the fact that the product received does not conform to the information indicated on the website, a refund or change may be made within the first 30 calendar days from the date of delivery. reception. However, you must communicate as soon as possible to process it. The client does not have to pay return expenses.5. Defective products In case of defective products, LUKAS & LUCY will proceed, as appropriate and depending on the conditions of the product, responding properly or through the supplier / distributor / manufacturer, repair, replacement, price reduction or termination of the contract, steps that will be free For the consumer and user.LUKAS & LUCY will respond to the lack of conformity that is manifested within a period of two years from delivery (unless at the time of purchase indicated otherwise). The consumer and user must inform the seller of the lack of conformity within two months of becoming aware of it. The product warranty has a term of two years from delivery, unless the manufacturer specifies a warranty period shorter than this term (such as, for example, , professional tools or for professional use). How is the money returned? The refund of the amount will be made in the same to card or PayPal account in which the order was paid. In the event that it is paid by means of counter-reimbursement or transfer, the account number and IBAN will be requested to make the payment. We can withhold reimbursement until you have received the goods or until you have submitted a proof of the return of the same, depending on which condition is met first. You will only be responsible for the decrease in the value of the goods resulting from a handling other than that necessary to establish the nature, characteristics and functioning of the goods. Special cases1. In the purchase of footwear and clothing, a change of size may be made at no cost to the client provided it has not been used and is in the same condition as it was. It must contain the original packaging.2. In the event that the customer rejects the merchandise once here, the refund of the amount of the products will be made. LUKAS & LUCY reserves the right to charge the cost of return to the client.3. The products of intimate use do not accept changes and / or refunds as indicated in article 103 of Law 3/2014, of March 27.5. Customer Service Department.5.1 For any in