Refund policy
Last updated: June 30, 2026
Please note: we do not offer free returns. The customer is responsible for the cost of returning an item.
Can I return my order?
Yes. If you are not fully satisfied with your purchase, you may request a return within 30 days of receiving your order, provided that the return meets the following requirements:
- All parts, components, and packaging are included, exactly as the product was received.
- The product is in its original, unused condition, in its original packaging, and complete with all components and accessories received. Damage caused by careless handling is not covered.
We reserve the right to reject returned items if there is evidence that they have been used or damaged beyond what would result from normal inspection.
How do I start a return?
If your order meets the conditions above, write to us at info@luciasofia.it stating:
- The order number
- The reason for the return
- A photo of the item (if it arrived damaged or defective)
- Your full name and address
Our team will reply with the correct return address. Please wait until you receive this address before shipping anything — do not return the items to the sender address shown on the package. As a customer, you are responsible for the return shipping costs, except where the item you received is defective or incorrect. In these cases, we will cover the return shipping costs.
Refunds
After receiving and inspecting the return (usually within 2–5 business days), we will issue the refund to the payment method used for the purchase. If all conditions are met, we will refund you without undue delay and, in any event, within 14 days from the date we were informed of your decision and received the returned goods.
You will not be charged any fees for the refund. Depending on your bank or payment provider, it may take an additional 3–10 business days for the amount to appear in your account.
Order Modification or Cancellation
If your order has not yet been shipped, it may still be possible to modify or cancel it. Contact us as soon as possible after purchase and we will do our best to help you. Once the order has been shipped, we can no longer stop it in transit: in that case, please wait for delivery and then follow the return procedure described above.
Right of withdrawal
As a consumer, you have the right to withdraw from your purchase within 14 days of receiving the goods, pursuant to the Consumer Code. At Lucia Sofia, we voluntarily extend this period to 30 days from the delivery date. To exercise your right of withdrawal, notify us of your decision by means of an explicit statement (for example, by email to info@luciasofia.it). Return shipping costs are borne by the customer. The foregoing does not affect your statutory rights as a consumer.
Damaged or defective items
If your item arrives damaged or defective, contact our customer service team with a few photos and a clear description of the problem. If we confirm that the defect is attributable to us, we will arrange a replacement or refund at no cost to you.
Contact
Email: info@luciasofia.it
Estimated response time: within 24 business hours
Customer service hours:
Monday – Friday: 09:00 – 17:00
Saturday: 09:00 – 16:00
Sunday: 09:00 – 16:00
Business information
Store name: Lucia Sofia
Legal name: Lodecom
Business registration number (KVK, Netherlands): 99670739
VAT number (EU): NL005402854B02
Business address: Van Meelstraat 20, 1945 WC Beverwijk, Netherlands
Email: info@luciasofia.it
Lucia Sofia is a trademark of Lodecom