If for any reason your satisfaction is not guaranteed with the order received, please kindly contact us. At LUCY AND DIANE, our goal is to ensure that our customers are 100% satisfied with the products purchased from our suppliers. In the unlikely event that you are not satisfied, please do not hesitate to contact us so that our team can provide you with immediate assistance.

How can you return (part of) your order?

If you decide to return the products to us within the 30-day cooling-off period, we will refund the full order amount within five business days of receiving the returned product. However, please note that return shipping costs are non-refundable.

Follow the steps below to return your product(s):

●     Please send an e-mail to INFO.LucyAndDiane@gmail.com stating that you wish to return your order, or part of it.

●     Please wait for a response from our customer service department to verify that we can accept your return.

●     If your return is accepted, please pack the product carefully and securely, preferably in the original packaging.

●     Send the package to the return address you received from our customer service department.

●     Please let our customer service department know the Track & Trace code.

●     Once the package is received and verified, we will refund the order amount of the returned products via the original payment method.

Unfortunately, the following products cannot be returned:

●     Sealed products whose seals are broken.

●     Products that are custom made to the consumer's specifications.

●     Products that are of a personal nature.

●     Products that cannot be returned due to their nature.

●     Due to COVID-19 hygiene measures, products in the "Beauty," "Kids & Baby" and "Sports" categories cannot be returned.

Return address:

The return address we use is from our supplier. Returns should be sent to:

ADDRESS SUPPLIER/OWN ADDRESS

Cancellation of orders placed

Unfortunately, it is not possible to cancel your order. Our orders are processed directly in the system, so cancellation is not possible.

Damaged products upon receipt

What a shame! It is possible that your product has been damaged in transit. If you have received a damaged or wrong product, we kindly ask you to contact us within 30 days of receipt. After this period unfortunately the possibility of return expires.

To solve the problem as quickly as possible, please send an e-mail with a photo showing the damaged part of the item clearly. The most optimal photos show the damaged part on a flat surface, with the label and damage clearly visible. We will use this information to assist you with your order and to avoid such errors in the future.

For damaged products, we offer a one-time replacement package and unfortunately cannot issue a refund. If on a second delivery the product is again damaged, we will refund the full purchase price.

For questions regarding damaged products upon receipt, please contact us at info.LucyAndDiane@gmail.com.

Production errors or defects after use

How annoying!!! It can happen that over time a manufacturing defect occurs, involving a defect. In other words, the part is broken and no longer meets the standards set by the manufacturer. Please note that wear parts are excluded from manufacturing errors or defects. Wear parts include:

●     Drive belts

●     Batteries

●     Brake pads and discs, brake linings, brake drums

●     Chains, lamps, pignons, tires and hoses

●     Moving parts in the broadest sense of the word

For questions regarding manufacturing defects or defects after use, please contact us at info.LucyAndDiane@gmail.com.

Delivery of wrong products

We do our very best to process all orders correctly. Nevertheless, it can sometimes happen that an error creeps in and we accidentally deliver the wrong product to you. Of course we will solve this problem for you and send you the correct order free of charge.

For questions regarding delivery of incorrect products, please contact us at Info.LucyAndDiane@gmail.com.

Delivery in absence or post office

If a package is delivered to your door or dropped off at a post office, Lucy And Diane Montréal will be responsible for the cost. If the package is not accepted or not picked up at the post office, it will automatically be returned to the supplier. In that case, we reserve the right to deduct 100% of the order value from the amount you receive back.

Product damaged?

How annoying! We are sorry that your product was damaged in transit. We are happy to offer you a free re-packaging the first time, but unfortunately we cannot issue a refund. Should the product still arrive defective the second time, we will refund you the full purchase price.

Lost package?

If a package is lost or not delivered for logistical reasons, we always send a new package before applying our refund and return policy.

Import duties

In certain cases, customs may inspect your package upon delivery. Unfortunately, we have no control over the changes in legislation that will apply from July 1, 2021. In some situations, customs may charge a small amount of import duty. However, we want to reassure you that in 99% of cases these charges do not apply. If customs fees do apply, please contact us.