Not satisfied? We'd love to hear from you

At LuceXL, we do our best to ensure every order goes smoothly. However, something can always go wrong. A package can be delayed, a product can arrive damaged, or something else may not be to your liking. In that case, there's one thing we want above all else: to resolve it properly for you.

 

How to submit a complaint?

You can email your complaint to klacht@lucexl.nl.

Please include, if possible:

• your order number
• your name and contact details
• a clear description of the complaint
• photos if it concerns damage, a defect, or an incorrectly delivered product

The more complete your message, the faster we can assess what's going on.

 

When will you receive a response?

We usually respond to complaints within 48 hours. Sometimes we need extra information from a carrier, supplier, or internal department. In that case, we will let you know that we are working on it and will get back to you as soon as possible.

 

Our approach

We take complaints seriously. Not with standard answers, but with a solution that fits the situation. This could be a replacement product, repair, refund, or another appropriate solution.

Our goal is for you to ultimately be satisfied with the handling, even if something went wrong along the way.