Shipping & Returns

Shipment processing time

All orders received by 12pm are usually processed and dispatched the same working day.

All orders received during out of office hours or at weekends will be actioned on the next available working day. Please note if we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Due to Covid, we cannot guarantee same day shipment or next working day service but we will do our very best to get it to you as soon as possible

Shipping rates & delivery estimates

Our couriers treat the following locations as REMOTE, and as such a surcharge will be applicable for all courier shipments. 

Scottish Highlands: AB30, 33-36, 37-38, 41-43, 45-56 / FK19-21  / IV1-20,21-25,30-37, 40, 52-54, 63  / PH15-26, 30-41, 49-50 / PA21-35,37-39, DD8-9 / KW 1-14 / PA 36, 40

Northern Ireland: All post codes

Isle of White: All Post codes

Scottish Islands: All Off Shore Postcodes

Isle of Man: All post codes

If you live in ANY of these areas then shipping charges for your order will be calculated and displayed at checkout. 

We use the following service providers:

Shipment method	Estimated delivery time
Royal Mail 24	1-2 business days
Parcelforce 24	1 business day

Delivery delays can occasionally occur.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes

Lucemill Ltd is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

Lucemill Ltd is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

RETURNS

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Hazardous materials, flammable liquids or gases are exempt from being returned. 

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 14 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed excluding the original delivery charge, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@lucemill.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@lucemill.com

Shipping

To return your product, you should send us an email at info@lucemill.com first. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. The item is your responsibility until it reaches us. We don’t guarantee that we will receive your returned item.