FAQ

CONTACT & GENERAL

How do I reach you?

You can find us on Instagram or send an email at hello@casa-lucina.com in case you have any questions or for press inquiry.

Where are your products made?
All our products are completely made in Tuscany, Italy.

 

SIZING & SHOPPING

How do I find my size? 

Because we use different kind of fabrics for our dresses, sizing can vary from one dress to another.

Check the sizes of the dress on its product page, and if you’re still not sure you can always reach us out and we’ll be happy to help you. Please include your bust, waist, and high hip/low hip measurements.

What if the dress I want is not in stock anymore?

Most of our items are hand made using repurposed residual fabrics, and therefore our pieces are created in uniquely limited quantities. If the dress you want is not available, you can send an email to hello@casa-lucina.com. You can also follow us on Instagram @casa_lucina to be updated on new arrivals and restocks. 

Do you take custom orders? 

Unfortunately, at the moment we are not able to take custom orders or alter our products.

ORDERS

How long does my order take to ship?

We ship Monday through Friday, and orders will typically ship within 72 hours. It takes from 2 to 6 days for delivery in Europe. You will receive a tracking code confirming your order so that you can keep track of the delivery.

Please allow up to 7 business days for shipment during a sale. In light of current events, all orders may experience shipping delays; we appreciate your patience during this time.

Your parcel will be shipped by PostNL and a signature may be required upon arrival. Once the order has been dispatched, we are unable to change the delivery address and we can not ship your package again if you were not able to collect your package.

All potential taxes and customs duties are the responsibility of the customer.

What if I need to change my order?

Unfortunately, we cannot make change to an order once it has been placed. If you’d like to cancel your order, please email us with the details and we will try to cancel it before it ships. However, we can’t guarantee that we can cancel orders. If your order ships before we see your email, you will have to make a return.

SHIPPING

How much does shipping cost?
Standard shipping within the European Union is free. Shipping outside the European Union is 30 euros. If you don't find your country during checkout please send us an email at hello@casa-lucina.com and we will arrange a custom shipping just for you.

How long does my order take to ship?

We ship Monday through Friday and typically, orders will ship within 72 hours. Please allow up to one week for shipment during a sale. In light of current events, all orders may experience shipping delays; we appreciate your patience during this time.

Do you ship to PO boxes?

Please note that we do not ship to PO boxes.

Do you ship worldwide?

At the moment we are not able to ship worldwide. We ship to Europe, USA, Canada. 

If you don't find your country during checkout please send us an email at hello@casa-lucina.com and we will arrange a custom shipping just for you.

Are taxes and duties included in my order total?

All potential taxes and customs duties are the responsibility of the customer. Duties and taxes are nonrefundable. Please note that if you choose to refuse customs payment, we are not responsible for return-to-sender packages. We will not offer replacements, refunds, or store credit for those items lost in transit or withheld by customs.

How long does shipping take?

Depending on where you live in Europe, it can take between 2 to 6 days for delivery. 

You will receive a tracking code confirming your order so that you can keep track of the delivery.

In light of current events, all orders may experience delivering delays; we appreciate your patience during this time.

My package is lost

If your package has been lost in transit, please reach out to us at hello@casa-lucina.com and we’ll do our best to find it. If your package is marked as having been delivered, please reach out to the shipping carrier for assistance. After an order has been delivered to the provided address, we cannot be held responsible for lost or stolen packages.

RETURNS

How can I return my order?

For information on returns & exchanges, please click here.

Are returns free?

If the product is sent back in the same condition it was received, we provide a complete refund of the cost of the item. The cost of returning an item is the customer’s responsibility.

How long will my return take to process?

Please allow for up to one week from the date a return is delivered back to us for it to be processed. Once processed, your store credit will be emailed to you automatically, or refunds will post within 3-10 days (depending on your bank).

Can I change my return payment method?

Your refund will be credited to the original form of payment used to make the purchase. Returns for store credit from previous orders cannot be changed to a refund.

What if I need to exchange something for a different size or color?

Please note we don’t offer direct exchanges. If you would like to exchange something for a different size or color, please return the original item(s) for a refund or store credit and place a new order.

PRODUCT CARE

What are the care instructions for your garments?

Care instructions are listed on the product page on our site, and on the care tag in our dresses. In the event that you can’t locate them in either of those places, send us an email at hello@casa-lucina.com. Almost always, our answer will be dry clean only! With deadstock fabric, we often can’t be 100% sure of the fabric content and eco dry cleaning is the safest bet.