Returns and replacements
We stand behind what we make. If something arrives damaged, goes missing, or is not right, here is how we resolve it.
The short version
30 days
From delivery, for returns and claims.
Free replacement
Damaged or lost in transit, replaced at no cost.
Start by email
One message to support@lucullion.com begins it.
If it arrived damaged
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Photograph it before unpacking further
We require a photo of the outer package and of the damaged contents. This is how we file the claim with the carrier, so it cannot be waived, and it is why the damage promise holds wherever the order went.
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Email us within 30 days
Send your order number, a description of the issue, and the photos to support@lucullion.com.
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Choose a replacement or a refund
A free replacement of equal value, or a full refund.
If it never arrived
Tracking occasionally marks a parcel delivered a day or two before it arrives, so please allow 48 hours. If it still has not appeared, contact us and we will arrange a replacement or a full refund including shipping.
If you have changed your mind
Returns are accepted within 30 days of delivery, unused and in original condition. Please email us first. We will confirm the return and provide the address.
- Return shipping is the buyer's responsibility
- Unless the item was faulty or incorrectly sent, in which case we cover it.
- Used items receive a partial refund
- Items returned in used condition are refunded at 50%. Fragrance oils and opened kits cannot be resold.
- Personalized items cannot be returned
- Anything produced with a name on it is non-returnable. Damage and defects remain covered.
Return address
1833 Cheddar Loop Rd, Suite 513
Austin, TX 78728
Please contact us before sending anything back. Unannounced returns are difficult to match to an order.