Refund policy

Refund Policy

Last updated: 17 August 2026

We stand behind what we make. If an order arrives damaged, does not arrive, or is not what you expected, this policy sets out exactly how we put it right.

Returns and claims are accepted within 30 days of delivery.

If your order arrives damaged or defective

Photograph the parcel before unpacking any further. We need an image of the outer package and an image of the damaged contents. This requirement cannot be waived, because photographic evidence is what allows us to file a claim with the carrier, and it is why this promise holds wherever the order was sent.

Send your order number, a short description of the issue, and the photographs to support@lucullion.com within 30 days of delivery. You may then choose either a free replacement of equal value or a full refund. The choice is yours.

If your order never arrives

Tracking sometimes marks a parcel as delivered a day or two before it actually arrives, so please allow 48 hours before assuming it is lost.

If it still has not appeared, contact us at support@lucullion.com with your order number and we will arrange a replacement or a full refund, including the cost of shipping. We do not require a police report or any other documentation.

If you have changed your mind

Unused items in their original condition may be returned within 30 days of delivery. Please contact us at support@lucullion.com before sending anything back, so that we can confirm the return and give you the correct address. Unannounced returns are difficult to match to an order and slow the refund down.

Return shipping is the buyer’s responsibility, except where an item was faulty or incorrectly supplied, in which case we cover it and provide a prepaid label. Original shipping charges are not refundable.

Items returned in used condition

Items received back in used condition are refunded at 50% of the purchase price. Fragrance oils and opened kits cannot be resold, and this partial refund reflects that.

Personalized and customized items

Items produced with a name, engraving, or other personalization applied to your instructions cannot be returned or exchanged, because they cannot be resold. This does not affect your rights in respect of items that arrive damaged or defective, which remain fully covered.

Configuration choices that do not personalize the item itself — selecting a fragrance collection, choosing a color, or setting foam insert placement — do not make an order non-returnable. Those items may be returned under the change of mind terms above.

Private Gifting service fees

The Private Gifting service fee is refundable in full if you cancel before your item reaches us. Once a parcel has been received, inspected, and wrapped, the fee is no longer refundable, because the work has been carried out.

If we refuse an item on arrival — because it appears on the prohibited items list, does not match your declaration, or exceeds the stated size and weight limits — the service fee is not refunded and return postage is payable by you.

Coverage against loss or damage while an item is in our care or in transit to the recipient is limited to the lower of the value you declared or the coverage ceiling purchased with the order. Full terms are set out on the Private Gifting page.

Refunds

Refunds are issued to the original payment method once we have received and inspected the returned item, or once a damage or loss claim has been agreed. Please allow a few business days for your bank or card issuer to post the refund.

Return address

Lucullion

1833 Cheddar Loop Rd, Suite 513

Austin, TX 78728, United States

Please contact us before sending a return to this address.

Contact

Questions about returns, replacements, or refunds may be sent to support@lucullion.com.