Refund policy

Last updated: September 11, 2026

1. Returns within 14 days

You can return an item within 14 days of delivery if it is unused, still sealed and in its original packaging. Once we receive and check the return, we refund the price of the item.

For hygiene reasons, we cannot accept returns of cosmetics, fragrances or earrings that have been opened, tested or worn, unless the item arrived damaged, defective or wrong (see section 4).

2. How to start a return

Email us at luce@luceinfinita.com with your order number, the item you want to return and the reason. We reply within 1 to 2 business days with the return address and instructions. Items sent back without contacting us first cannot be accepted.

3. Return shipping

Return shipping is paid by the customer, except when the item arrived damaged, defective or wrong. We recommend a tracked shipping service, because we cannot refund a return we never receive.

4. Damaged, defective or wrong items

If your order arrives damaged, defective or different from what you ordered, email us within 30 days of delivery with your order number and a photo of the item. We will send a replacement or give you a full refund, at no cost to you. In most cases you will not need to send the item back.

5. Refunds

Approved refunds are issued to your original payment method within 5 business days. Your bank or card issuer may take another 5 to 10 business days to show the credit. Shipping is free on every order, so there is no shipping charge to refund.

6. Exchanges

We do not make direct exchanges. Return the item as described above and place a new order for the item you want.

7. Cancellations

You can cancel your order free of charge before it ships. Email us as soon as possible with your order number. Once an order has shipped, it can no longer be cancelled, but you can return it under this policy.

8. Orders not received

If your tracking shows no movement for 10 business days, or your order has not arrived within 20 business days of shipping, email us and we will open an investigation with the carrier. If the package is confirmed lost, we will send a replacement or give you a full refund.