Shipping policy

Last updated: 15 May 2026

1. Where we ship

We currently ship within India only. We deliver to most serviceable PIN codes across all states and union territories. If your PIN code is not serviceable by our courier partners, the Store will let you know at checkout. We do not ship to APO/FPO addresses or to addresses outside India at this time. International shipping may be introduced in the future and will be announced on the Store.

2. Shipping charges

Free shipping on all orders of ₹999 or more (before taxes).
A flat shipping charge of ₹99 applies to orders below ₹999.
Shipping charges are calculated automatically and shown to you at checkout before payment.
Cash on Delivery (COD) orders, where available, may carry an additional handling fee that is shown at checkout.

3. Order processing time

Orders are processed Monday to Saturday, excluding public holidays. We aim to dispatch all orders within 1–2 business days of order confirmation. Orders placed after 4:00 PM IST, on Sundays, or on public holidays are processed on the next business day.

During sales, product launches, festive periods, or other promotional events, dispatch may take an additional 1–2 business days due to higher order volumes; we will keep you informed by email or SMS if there are any delays.

4. Delivery timelines

Once dispatched, typical delivery timelines from our warehouse are:

Metro cities (Bengaluru, Chennai, Delhi NCR, Hyderabad, Kolkata, Mumbai, Pune, Ahmedabad): 2–4 business days.
Other Tier 1 and Tier 2 cities: 3–5 business days.
Remote, hilly, or interior locations: 5–7 business days; in some cases longer.

These are indicative timelines provided by our courier partners and may vary due to weather, public holidays, regional disturbances, courier capacity, or other factors outside our control. Total delivery time = processing time + transit time.

5. Tracking your order

Once your order is dispatched, you will receive a dispatch confirmation email and SMS with a tracking number and a tracking link from our courier partner. You can use the tracking link to follow the progress of your shipment. If you do not receive tracking information within 3 business days of placing your order, please email us at hello@lucenciskin.com.

6. Courier partners

We work with reputed third-party courier and logistics partners to deliver your order. The specific courier handling your shipment is selected at the time of dispatch based on serviceability of your PIN code, parcel weight, and other operational factors.

7. Address changes

If you need to change your delivery address, please contact us at hello@lucenciskin.com as soon as possible, quoting your order number. We can usually update the address only before the order has been dispatched. Once a shipment is with the courier, we may not be able to redirect it, but we will do our best to help.

8. Failed or refused delivery

If a delivery attempt fails because no one is available at the address, the address is incorrect or incomplete, the recipient refuses delivery, or the parcel is undelivered for any other reason attributable to the customer, our courier partner will typically attempt re-delivery 2–3 times before returning the parcel to us. In such cases:

For prepaid orders, we will refund the order amount minus the actual to-and-fro shipping cost incurred.
For Cash on Delivery (COD) orders, no payment is collected, but we reserve the right to disable COD on future orders to addresses with repeated failed deliveries.
If you would like the order to be re-shipped to the same or a different address, additional shipping charges may apply.

9. Lost or stuck shipments

If your tracking information shows no updates for more than 7 business days, or if the courier marks your parcel as lost, please email hello@lucenciskin.com. We will raise an investigation with the courier and, once confirmed lost, we will either send you a free replacement (where stock is available) or issue a full refund to your original payment method.

10. Damaged or tampered parcels at delivery

If the outer packaging of your parcel looks visibly damaged, tampered with, or opened at the time of delivery, please refuse the delivery if possible and email us at hello@lucenciskin.com with photographs. If you have already accepted the delivery, please follow the damaged-item process in our Refund Policy within 48 hours.

11. Taxes and duties

All prices on the Store are inclusive of GST (unless otherwise stated) for shipments within India. No additional taxes or duties will be charged at the time of delivery for domestic orders.