Frequently Asked Questions

Everything you need to know about Luce — from orders to ingredients. Can't find your answer? Contact us and we'll get back to you within 1–2 business days.

Orders & Shipping

How long does shipping take?
Standard shipping takes 7–14 business days for international orders. Express shipping options are available at checkout for faster delivery.

Do you ship worldwide?
Yes! We ship to most countries across Europe, North America, Asia, and beyond. Shipping costs and estimated delivery times are calculated at checkout based on your destination.

How can I track my order?
Once your order is dispatched, you'll receive a confirmation email with a tracking number. You can use it to follow your package in real time. Please allow 24–48 hours for tracking information to update.

Can I modify or cancel my order after placing it?
We process orders quickly! If you need to make changes, please contact us at luceshop@outlook.com as soon as possible. We'll do our best to accommodate your request before the order is shipped.

Products

Are your products cruelty-free?
Absolutely. All Luce products are 100% cruelty-free. We never test on animals — and never will.

Are your products clean and safe?
Yes. We formulate without harmful fillers, parabens, or harsh irritants. Every product is thoughtfully developed with clean, high-performance ingredients that respect your skin.

Are your products suitable for sensitive skin?
Our formulas are dermatologically tested and designed to be gentle on all skin types. That said, we always recommend reviewing the full ingredient list if you have specific allergies or sensitivities.

How do I find the right shade for me?
Each product page includes a detailed shade guide and description to help you choose with confidence. Still unsure? Reach out to us — we're happy to help you find your perfect match.

Are your products vegan?
The majority of our products are vegan. Each product page clearly indicates whether it is vegan-certified. We are continuously working toward a fully vegan range.

Returns & Refunds

What is your return policy?
We accept returns within 30 days of delivery for unused, unopened products in their original packaging. Please visit our Returns & Refunds page for full details and to initiate a return.

My order arrived damaged. What should I do?
We sincerely apologize for the inconvenience. Please contact us at luceshop@outlook.com with your order number and a clear photo of the damage within 7 days of delivery. We'll resolve it promptly.

When will I receive my refund?
Once your return is received and inspected, refunds are processed within 5–7 business days to your original payment method. You'll receive an email confirmation once your refund has been issued.

Account & Payments

Do I need an account to place an order?
No, guest checkout is available. However, creating an account lets you track orders, save your addresses, view order history, and enjoy a faster checkout experience every time.

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex), as well as additional payment options available at checkout depending on your region.

Is my payment information secure?
Absolutely. All transactions are encrypted and processed through Shopify's secure payment system. We never store your full card details.

Still have questions?

We'd love to hear from you! Reach out via our Contact page and our team will get back to you within 1–2 business days.