Frequently Asked Questions

Quick answers to the questions we hear most. If you need additional assistance, contact us at support@lucentdesignuk.com. We respond within 1 business day.

Shipping

When will my order ship?

Orders ship the next day after payment is confirmed, including weekends.

Once your order has been handed over to the shipping carrier, you will receive a shipping confirmation with tracking information when available.

How long does delivery take?

Our estimated delivery timeframe is:

• Order processing: ships the next day after payment, including weekends
• Transit time: 2–9 business days
• Total estimated delivery time: 3–10 business days

Processing time and transit time are separate. Transit time begins after your package has been handed over to the shipping carrier.

How much is shipping?

Standard shipping is free on UK orders.

Any other available shipping options or charges will be clearly displayed during checkout before payment is completed.

Do you ship internationally?

Not at this time. Lucent Design UK currently ships to addresses within the United Kingdom only.

Do you guarantee delivery by a specific holiday or date?

We provide an estimated total delivery timeframe of 3–10 business days.

During holidays, severe weather, or periods of unusually high carrier volume, delivery may occasionally take longer. If you need an order by a specific date, we recommend ordering as early as possible.

My order has not arrived within the estimated delivery timeframe. What should I do?

Contact us at support@lucentdesignuk.com with your order number.

Our support team will review the shipment and tracking information and help determine the appropriate next steps.

Order Tracking

How do I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing tracking information when available.

Tracking information may take some time to update after the carrier receives your package.

Why did I receive more than one package?

In some cases, orders containing multiple products may arrive in separate packages.

If your order is shipped in multiple packages, each shipment may have its own tracking information. There is no additional shipping charge to you because an order is divided into multiple shipments.

Returns & Refunds

What is your return policy?

Eligible items may be returned within 30 days from the date of delivery.

Items must be unused, in the same condition in which they were received, and returned with their original packaging and included accessories.

To request a return, contact support@lucentdesignuk.com with your order number. Our team will provide the applicable return instructions.

What if my item arrives damaged, defective, or incorrect?

Please contact us within 7 days of delivery at support@lucentdesignuk.com.

Include your order number, a description of the issue, and photos of the product and packaging when applicable.

After reviewing the issue, we will provide an appropriate replacement or refund at no additional cost.

How long do refunds take?

Once your return is received and inspected, approved refunds are issued to the original payment method within 5 business days.

Your bank or payment provider may require additional time for the refund to appear in your account.

Can I cancel my order?

Yes. You may request a cancellation for a full refund before your order has shipped.

Contact support@lucentdesignuk.com as soon as possible and include your order number.

Once an order has shipped, it can no longer be cancelled, but eligible items may be returned after delivery according to our Return & Refund Policy.

Gifts

Can I send an item as a gift?

Gift options may be available for selected products.

When a gift option is offered on a product page, follow the instructions displayed before checkout. You can enter the recipient's shipping address during checkout.

Discounts

How do I use a discount code?

If you have a valid discount code, enter it in the discount code field during checkout before completing your payment.

Any automatic discounts or promotional offers currently available will be displayed on the website or during checkout. Promotion terms and eligibility may vary.

Payment & Pricing

Which payment methods do you accept?

Available payment methods are displayed during checkout.

Payment options may vary depending on your device, location, payment provider, and order eligibility.

Is VAT included in the product price?

Yes. All product prices are displayed in pounds sterling (GBP) and include VAT.

Applicable VAT is already included in the price you see, so no additional tax is added at checkout.

Products

What is included with each product?

Each product page describes the product and the items included with your purchase.

Product specifications and included accessories may vary by item, so we recommend reviewing the product description before placing your order.

If you have a question about a specific product, contact us before ordering at support@lucentdesignuk.com.

Customer Support

Email: support@lucentdesignuk.com

Support Hours:
Monday–Friday, 9:00 AM–5:00 PM (UK time)

We respond to customer inquiries within 1 business day.

Lucent Design UK
Operated by SALESBUSINESS GROUP LLC
8200 NW 41st St, 2nd Floor
Doral, FL 33166
United States