FAQ
General
Currently, Lucy Dean products are only available through our website.
Yes, we have developed our own signature scent, which contains fragrance.
Ordering
Add your product to your shopping bag by clicking ‘Add to Cart’. Then proceed to checkout. Log in if you have an account, or continue directly by clicking ‘Checkout’.
Have you placed an order but entered the wrong address, and haven’t received a shipping confirmation yet? Please contact our customer service team at info@lucy-dean.com. We’ll check whether it’s still possible to update the shipping address. Unfortunately, it is not possible to change or add items to an existing order.
If you’ve moved, you can easily update your address in your Lucy Dean account.
Have you received an item you didn’t order? Please contact our customer service team by emailing info@lucy-dean.com. In your message, please let us know which item you received.
The order confirmation may have ended up in your spam folder, so please check there first. If no money has been deducted from your bank account, the payment was unsuccessful and your order was not placed. In that case, you can simply place a new order. If neither of the above applies, please email us at info@lucy-dean.com
You don’t need an account to place an order. However, having an account makes ordering easier: you can easily view your previous orders and receive personalised information.
Payment
You can pay at Lucy Dean using the following payment methods: iDEAL/Wero, Klarna, Bancontact, Visa and Mastercard.
All payments on www.lucy-dean.com are securely processed through our payment system. Your confidential payment details are encrypted (SSL) and transmitted directly to the bank.
Once your order and payment have been successfully received, you’ll receive an order confirmation by email. Haven’t received an email? Please contact our support team at info@lucy-dean.com or call us on +31 (0)33 299 7465. Don’t forget to check your spam folder first!
You can enter your discount code at checkout. Enter the code in the ‘Discount code’ field and click ‘Apply’.
Something probably went wrong while processing your return. Please contact our customer service team at info@lucy-dean.com or call us on +31 (0)33 299 7465. They’ll be happy to help you resolve this.
Shipping
In the Netherlands, Belgium and Germany, shipping is free on orders of €50 or more. For orders under €50, a €5.95 shipping fee applies.
The average delivery time at Lucy Dean is two business days. Orders placed before 3:00 PM on business days are shipped the same day. If you place your order during the weekend, it will be shipped on the next business day.
Once your order has been shipped, you’ll receive a shipping confirmation with your DHL tracking number. Simply click the tracking link to follow your order via DHL.
Returns
At Lucy Dean, your satisfaction comes first. If you’re not completely happy with your purchase, you can easily return it within 30 days. To register your return, please email info@lucy-dean.com.
Products can only be returned if the packaging is intact and the product is still sealed.
You are responsible for the cost of returning your order. Return shipping costs may vary depending on the country and shipping carrier.
You can return your product(s) within 30 days of receiving your order.
Please make sure the product is still sealed.
Your refund will be processed within 14 days after we receive your return, using the same payment method you used to place your order. Please note that after receiving the confirmation email, it may take a few business days for the refund to appear in your account.