FAQ
What is your return policy ?
In accordance with the legal provisions in force, you have a period of 14 days from receipt of your items to exercise your right of withdrawal.
If you change your mind, or the product you received was not suitable for you, please contact us before returning the item to us.
Return costs are the responsibility of the customer.
Please note that exceptions may apply for the return of certain personalized products, hygiene products, ...
If the product is returned worn, incomplete, worn, soiled or damaged and / or the return conditions are not respected, we reserve the right to refuse this return and the item cannot be returned or refunded.
The shoes must have been worn only to try them on. The soles should be smooth and show no scratches.
The boxes must be returned in perfect condition and cannot be used as a simple container for a possible return.
To find out about our return conditions, see our T & Cs .
If you have any questions, please contact us.
How to return an item ?
If you wish to return an item, please send us an email, indicating your name, first name, postal address and email, the order number, specifying the item (s) concerned and the reasons for your return.
Items must be shipped within 14 days of the day of delivery.
You are responsible for any damage suffered by the item during the return. Therefore, it is recommended to return the product (s) properly packaged. We also recommend that you give us the tracking number for the return package.
The item (s) must be in perfect condition, unworn, with their label and in their original packaging and condition .
Unless otherwise agreed, reimbursement will be made through the same payment method as that used for the initial payment.
If the product is returned worn, incomplete, worn, soiled or damaged and / or the return conditions are not respected, we reserve the right to refuse this return and the item cannot be returned or refunded.
What are the delivery times ?
The shipment of your order is generally made within 5 working days via La Poste for France, the countries of the EU zone and Overseas or Mondial Relay for Metropolitan France, Belgium, Luxembourg, Portugal, 'Spain, Germany, Italy, Austria and the Netherlands .
An email will be sent to you upon shipment of your order with your tracking number.
Delivery times are generally 2 to 4 working days in Metropolitan France. Allow around 3 to 5 working days for countries in the EU zone and 5 to 7 working days for overseas zones.
In the event of a delay in shipping, you will be informed.
We are not responsible for the delay, loss or theft of your package.
The shipping costs will be communicated to you during the payment of your order. They will be offered to you for any order over 100 euros for a shipment to a Mondial Relay relay point , in mainland France only .
What payment methods do you accept?
Our payments are secure.
Only credit card, PayPal, and ApplePay payments are accepted.
Credit card payments are processed through the secure Stripe platform, which uses SSL and is PCI DSS Level 1 certified. Stripe complies with the European PSD2 directive and strong customer authentication.
You also have the option to pay in 4 installments via the PayPal payment platform.
How is delivery via Mondial Relay or RELAIS COLIS?
If you choose the delivery option to a Mondial Relay or Relais Colis collection point, it will be delivered to a collection point in mainland France, Belgium, Luxembourg, the Netherlands, and Spain.
Please provide us with the name and address of the collection point where you would like to receive your order. To do this, simply click on "Relais Point Address (click)" in your shopping cart and enter the name and address of the collection point.
You can find the complete list of collection points
- Mondial Relay on their website : https://www.mondialrelay.fr/trouver-le-point-relais-le-plus-proche-de-chez-moi/
- Relais Colis on their website: https://www.relaiscolis.com/relais/trouver
You can also send us an email to bonjourlucilla@gmail.com, indicating your full name, order number, and the name and address of the chosen collection point.
If this information is not provided, we will send your package to a collection point near your home.
Please note that if you choose the collection point delivery option, no home delivery will be possible.
Which countries do you ship to?
Shipments are made in Metropolitan France, EU zone, Overseas Territories, Switzerland, United Kingdom, Australia, United States, Canada, Norway, Monaco, Andorra.
Carriers: Post with tracking or Mondial Relay (please specify the relay point in the note provided for this purpose on the "basket" page).
In the event of delivery outside mainland France, administrative and / or customs fees may be applied by the carrier.
How do gift cards work?
You can buy electronic gift cards that can only be used on the website www.boutique-lucilla.com . This is the best way to please, without
to trick !
You select an amount, then you enter the recipient's details, you set the delivery date by e-mail of the card and you proceed to payment. Once payment is complete, you will receive an email confirming the purchase.
The recipient of the gift card then receives an email with the subject line “You just received a gift card from Jonathan Martin” (with the corresponding name). The unique gift card code appears in the email .
To use the card, the recipient goes to our Internet store at www.boutique-lucilla.com and finds items to purchase. When paying, he selects the option "Use a gift card" and enters his unique gift card code.
If the sale price is worth more than the value of the card, the card recipient can pay the remaining cost using the usual payment methods.
You have not found the answer to your question ? Contact us .