luciee Opiniões 41

Resposta da luciee

27/05/2025

Thank you for taking the time to share your feedback — we're genuinely sorry to hear about your experience.

We understand how frustrating it must have been to deal with a sizing issue and not feel supported during the process. That’s not the level of care or responsiveness we aim to provide, and we’re truly sorry.

We would love the chance to make this right for you.

If you're open to it, please email us at hello@lu-ciee.com with your order number — we’d be grateful for the opportunity to turn this experience around.

Warm regards, luciee team

Resposta da luciee

13/05/2025

Dear Caroline, thank you for sharing your feedback. We're sorry to hear that you were disappointed with your purchase.

We want to clarify that, as stated in our return policy, we offer store credit for returns rather than refunds. This is clearly communicated at checkout and on our website. We understand that this may not be ideal for every customer, but it’s part of our current policy as a small, independent brand.

We take quality seriously and strive to accurately represent our products through detailed photos and descriptions. We’re sorry to hear that the design didn’t meet your expectations — we always appreciate feedback that helps us improve.

If you’d like to discuss your concerns further, please feel free to reach out to our customer service team. We’d be happy to assist.

Kind regards
hello@lu-ciee.com

Resposta da luciee

13/05/2025

Thank you so much for your lovely words! We're so happy to hear that both your in-store and online experiences were smooth and memorable. It was a pleasure helping you and your wife find the perfect pieces!

We truly appreciate your support and hope to welcome you again soon.

Warm wishes

Resposta da luciee

13/05/2025

Thank you so much for your kind words! We're thrilled to hear that you’re happy with the quality of our pieces and the service you received.

It truly means a lot to our small team — and we can’t wait to welcome you back again soon.

Warm regards

Resposta da luciee

13/05/2025

Dear Daniella, thank you for taking the time to share your feedback. We’re sorry to hear that your experience with the return process didn’t meet your expectations, and we appreciate your candid comments.

We’re glad you liked the loafers — we take pride in the quality of our products, and we’re truly sorry that the sizing didn’t work out for you. We're continuing to refine our size guidance to help customers make more confident choices.

Regarding return shipping:
As a small independent brand, our current policy — which is outlined on our website — does require customers to cover the cost of return shipping. This is a common practice among smaller labels that operate internationally, though we fully understand it can be frustrating, especially for customers in the UK returning items to our EU-based warehouse.

As for the customs value declaration request was intended to help avoid unnecessary fees upon arrival which would need to be covered by the sender— but we take your feedback seriously and will review the language used, as it should never come across as unprofessional or “dodgy.”

We truly value your support and your feedback. If you're open to it, we'd love the chance to speak further and make things right — please feel free to reach out to our customer service team again referencing this review.

We truly hope to welcome you back in the future and thank you again for both your praise and your honesty — it helps us improve.

Resposta da luciee

13/05/2025

Dear Celeste, thank you for your feedback — we’re sorry to hear that your experience wasn’t as smooth as it should have been.

Our return policy, which offers exchange or store credit, is clearly outlined at checkout and on our website. As a small independent brand, we don't offer refunds on returned items, unless faulty. We understand this may be disappointing if you were expecting otherwise.

For customers in Australia, returns are directed to our studio in Indonesia, which can involve slower processing times due to customs and local delivery logistics. While this is not ideal, it’s currently the most efficient solution available to us to service customers in Australia.

We’re glad our team stayed in communication throughout and helped locate your returned parcel, though we agree the process took longer than anyone would have liked.

We’re sorry to hear you won’t be using your credit. We’re proud of the quality of our pieces and are continually working to improve all aspects of our service.

Thank you again for your honest feedback — it helps us grow.

Kind regards

Resposta da luciee

13/05/2025

Dear Mara, thank you for your feedback. We're glad to see that your order has since been delivered and that our team was able to assist you with the tracking issue.

To clarify, we never request credit card details for tracking or any post-purchase fees. It appears the link you accessed was from a third-party scam site, which unfortunately can happen if unofficial tracking links are used. We're always here to help ensure you're using the correct and secure channels.

If you have any further concerns, don’t hesitate to reach out — we’re happy to assist.

Kind regards,
hello@lu-ciee.com

Resposta da luciee

13/05/2025

Thank you for your feedback — we're sorry to hear the sizing didn’t meet your expectations.

We do our best to provide accurate sizing guidance, and we understand how frustrating it can be when the fit feels off. We're currently reviewing our sizing recommendations to ensure they’re as clear and consistent as possible.

As noted in our return policy at checkout, we offer store credit for returns rather than refunds, and return shipping costs are the responsibility of the customer. We recognize this isn’t ideal for everyone, and we’re actively exploring ways to improve the process.

We appreciate your honest input and hope to provide a better experience in the future.

Kind regards,
hello@lu-ciee.com

Resposta da luciee

13/05/2025

Dear Veronique, we’re sorry to hear you’re disappointed with your purchase and your experience. Please allow us to clarify a few important points.

The items you ordered were purchased during our sale, and as clearly stated in our return policy at the time of purchase, sale items are not eligible for refunds — this is standard practice for many small, independent brands. In such cases, we offer store credit for returned items.

Accusations of fraud are unfair to our team, who are working hard to support customers — especially during high-volume sale periods that can cause delays in response times.

We value all feedback, even when it is critical, as it helps us improve.

If you haven’t already, please reach out again to our support team with your order details. We’re happy to review your case and resolve it in line with our policies.

Kind regards,
hello@lu-ciee.com

Resposta da luciee

13/05/2025

Dear Benton, thank you for your feedback. We're genuinely sorry to hear that you were disappointed with your order and the return process.

We take great care to present our products as accurately as possible through detailed photography and descriptions. If the items you received were not as expected, we sincerely apologize — and we’d be happy to review this further if you’re willing to reach out with more details.

As outlined in our return policy, we do accept returns for store credit, unless faulty, and returns are processed at our warehouse in the Czech Republic. We understand that international return shipping can be inconvenient, which is why we suggested declaring the parcel as a gift — this is a common practice to help customers avoid unexpected customs fees, which they would otherwise be responsible for. It was not intended to be misleading, and we take your concern seriously.

While we currently operate on a store credit basis for returned items, we understand that this may not suit everyone. We’re a small, independent brand doing our best to grow responsibly while serving a global customer base — and feedback like yours helps us improve.

If you’d be open to continuing the conversation, we’d love to try and resolve this with you directly. Please feel free to get in touch with our support team so we can assist further.

Warm regards
hello@lu-ciee.com