When and how will my order ship?

Your order will be processed in Johannesburg, South Africa and within 1-3 business days of your purchase. It will
then be delivered via one of two courier options, DSV or Aramex. You can also pick up your parcel in Fourways, Johannesburg for free.

All parcels are tracked and you should receive an email with shipping and tracking details in the 1-3 day order process period. Should you be wondering about the progress of your parcel, don’t hesitate to contact us directly.

  1. Aramex Courier - R90
    Aramex is a reliable courier service which delivers your parcel straight to your
    door within 1-2 working days for a flat rate (offered by LUCA) of R90. We have
    found that this service works especially well if you are looking for a quick
    delivery service or if you are situated in an outlying area.
     

  2. DSV Locker- R65
    The DSV Locker service is slightly more cost effective and convenient for busy people who aren’t at one address all day to receive their parcel. This service
    makes use of hundreds of countrywide pick-up points at shopping centers,
    garages etc. and delivers your parcel to your chosen DSV Locker within 1-3 
    working days for a flat rate (offered by LUCA) of R65.

    Click HERE for more information on the DSV Locker system. When choosing your shipping method, please enter your home address and once your order is placed, we will contact you asap to confirm the nearest DSV pickup point to you.

 

 

Do you ship internationally?

We do ship internationally, but can unfortunately not determine an estimate shipping cost beforehand. Please note that any delays in customs may affect delivery time and that we cannot be responsible for any taxes and fees on your side.  We would be happy to help you with a shipping quote if you email us directly at carla@lucaillustration.com.

 

Can I exchange or return items once purchased?

If you are unhappy with your order and would like to exchange it, we would be happy to assist you within 14 days of your purchase. However, this is only applicable if your product(s) are unused, undamaged and in it’s original packaging. 

 

Unfortunately, you would be personally responsible for all returning shipping costs. Once LUCA receives back your product, you will receive a coupon for the online store. If you would like us to handle the logistics of your exchange we can arrange a courier collection from your door and deduct a service fee of R100 from your exchange/refund credit. 

 

Original shipping costs are non-refundable, unless otherwise agreed upon. Please note we do not exchange or refund any sale or discounted items or international orders. To request an exchange or return, please contact carla@lucaillustration.com and we will get back to you shortly. 

 

What if my items are damaged or defective?

If the item you purchased is somehow damaged or defective, please contact carla@lucaillustration.com within three days of receiving the package. We will be happy to assist you by refunding your purchase or exchanging it for a credit voucher on our online store seen that it is still in it’s original packaging. Shipping costs are non-refundable, unless otherwise agreed upon. 

 

How do I care for and clean my LUCA pieces?

We do recommend washing all LUCA ceramic- and textile pieces by hand. Using the ceramic pieces in the microwave may lead to crazing. Although we do our best to ensure that all items are made from high quality materials, handmade items are often fragile so we ask that you look after your LUCA pieces as carefully as possible. 

 

May I place a special order / customise a garment for me?

We would love to make something for you! Don’t hesitate to contact us on carla@lucaillustration.com with what
you have in mind. 

 

Do you offer gift wrapping?

All of our products are beautifully wrapped in custom LUCA packaging and securely packaged with bubble wrap and double-wall boxes. . If your order is a special gift, we can arrange a special delivery.

I would like to collaborate / meet with you?

We would love to connect with you - click here to get in touch.