top of page

SHipping & REturns Policy

We understand that shipping and returns can be a hurdle in the online shopping experience, which is why we’ve made our policy as quick and easy as possible. We offer worldwide shipping and a hassle-free returns policy for both domestic and international orders. Please take the opportunity to read through our policy to ensure a seamless experience.

Cancellations

If you have changed your mind about your order, you have up until 1 hour following the receipt of your order confirmation to cancel the order by emailing our customer care team on: sales@lucievaclav.com

Sale and Promotions

At various points in the year we will offer sales and promotions on select styles. Any such discounts cannot be applied to orders placed prior to their announcement. 

Free gift with purchase

If your order meets the threshold to receive a free gift with purchase, your items are fully returnable (unless said otherwise). However, you MUST return all goods received including the free gift. If you do not do this, or send part of the order back, your refunded amount will deduct the full value of the free gift.

Shipping

When placing your order, you must provide an address at which our courier can obtain a signature when delivering your parcel.

Each online order will be delivered to a single address. In cases where different delivery addresses are required for different items, you will need to place a separate order for each of the addresses that you would like us to ship to.

Shipping to the United Kingdom

UK Standard Delivery: £6.00 (3-5 working days)

UK Next Day Delivery: £12.00 (for UK orders placed before 12pm Mon-Thurs)

FREE UK Standard Delivery: (for UK orders over £400)

All UK orders will be sent via Royal Mail. Next day delivery will occur on all orders placed before 12pm Monday-Thursday, with any orders placed after 12pm on a Thursday to be delivered the following Monday. You will receive a tracking number once your order has been dispatched. 

International Shipping

Orders to all countries outside of the UK are fulfilled by Global-e, our international delivery partner. At checkout, all products and shipping prices will be shown in your local currency, with up to 40 convenient methods of payment and a range of languages available.

Global-e offers Express Tracked and Standard Tracked shipping options. Express orders will be sent via DHL, whilst Standard Tracked orders will be sent using the best option available in each country. In both cases you will receive a tracking number once your order is dispatched.

Orders sent via Standard Tracked shipping will take up to 20 working days from the date of dispatch (approximately 1 Month) to be delivered. The tracking link provided will not be updated continuously, so please allow up to 5 working days between each status update. Please also ensure that any duties and taxes applicable to your shipping destination are paid on time to avoid your order being held at customs.

Shipping costs are calculated based on delivery country, selected shipping method, number of items and total parcel weight. Product prices may also vary based on your location to reflect local market pricing, taxes and exchange rates.

*Please note that shipping rates shown at checkout do not include any customs charges or import duties levied when the package reaches your destination country. For certain shipping destinations you will be offered the option to pre-pay duties and taxes at checkout; shipping methods that support pre-payment will be clearly identified during checkout.

*Please note, we do not offer free international returns currently. 

International Shipping

When placing your order, you must provide an address at which our courier can obtain a signature when delivering your parcel.

Each online order will be delivered to a single address. In cases where different delivery addresses are required for different items, you will need to place a separate order for each of the addresses that you would like us to ship to.

Returns

We hope you love all of your new VACLAV purchases. However, if something isn't exactly what you were looking for, you will have 14 working days from the day of delivery to exchange or return your item. 

Please note this applies to full price and seasonal sale orders only. Any purchases made from the VACLAV archive and our online sample sale are final. No refunds and exchanges, credit note only.

All returns must be processed through our returns portal prior to sending, please follow the instructions below. 

Please note that we can only exchange products for the same style in a different size or colour.

Christmas 
Returns

We have extended our Christmas returns period. All items purchased via VACLAV.LONDON (WWW.LUCIEVACLAV.COM) from the 1st of November 2023 can be returned up until 15th of January 2024. All items must be returned in a re-saleable condition with all labels and packaging included.

UK Returns

We offer free returns to full price and seasonal sale UK orders. All purchases made from our online archive and sample sale are final. No refunds and exchanges, credit note only.

Starting on the 1st of October 2023, we will be introducing a £3 fee for each parcel being returned to us for a refund. Any exchanges will remain free of charge.

We want to emphasise that this change is part of our commitment to maintaining the quality of our products and services, as well as managing the costs associated with processing returns and our dedication to sustainability by reducing the environmental impact of unnecessary returns.

What this means for you: 

- The £3 return fee will be deducted from the refund or store credit issued for the returned item(s) upon receipt.

 

- This fee will not apply to returns for products that are damaged, defective, or sent in error by VACLAV.

 

- Returns initiated within our standard return window will still be eligible for a full refund, minus the return fee.

 

- Our return process remains hassle-free, and you can continue to initiate returns through our website or by contacting our customer service team.

 

How to return your order:

  • Please email us on sales@lucievaclav.com to request a return. You will need to input the email address you used to place the order and then your order number.

  • Fill out the returns form (sent with your item), marking which items you are returning; include inside your parcel.

  • Place the items you would like to return in the original packaging, including all VACLAV labels.

  • Please allow up to 14 working days for us to receive and process your return/exchange, you will be contacted via email once this has been completed.

International Returns

We are not currently able to offer free returns on international orders. For all International returns, unless an item is damaged or faulty, the customer is required to arrange and pay for the return of the product(s) to us.  

How to return your order:

  • Email sales@lucievaclav.com to request a return. After submitting your request you will receive an email from sales@lucievaclav.com to approve your return. 

  • Fill out the returns form (sent with your item), marking which items you are returning and include inside your parcel.

  • Place the items you would like to return in the original packaging, including all VACLAV labels. Attach your return label to the outside of the box.

  • Exchanges will be shipped, and refunds processed as soon as possible once your original item has been received by our warehouse. 

Return Address:

VACLAV LONDON

LVFD Limited

52C Clapham Common Northside

SW4 0AB
United Kingdom

Returns 
Policy

You can request a return for your order within 14 days of receiving the package. In this case, any sum debited from your credit or debit card for the returned items will be re-credited to your account as soon as possible, no more than 14 days after our fulfillment centre has notified us that they have received your return. 

We are only able to offer a refund if the items are returned clean, unworn, in their original packaging and with all tags and labels attached. For hygiene reasons pierced jewellery cannot be returned.

Any non-faulty items that are returned in a condition unsuitable for resale (e.g. washed, soiled or damaged) will not be refunded. In such cases we will contact you and arrange to send the item (s) back to you.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. We request that you do not remove tags until you are completely sure that you would like to keep an item.

Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Advice for returning goods

All items to be returned must be registered via our email sales@lucievaclav.com prior to sending. You cannot return goods without doing this and we reserve the right to refuse/return any unidentified returns that we receive.

Please be aware that international customs duties and sales taxes will NOT be refunded for shipments outside the United Kingdom. It is the customer’s responsibility to retain copies of all tracking information and to ensure that the returned goods arrive to VACLAV within the specified timeframe. Please note that VACLAV cannot accept liability for any returns lost during transit, so we encourage customers to follow the above advice and track their package carefully.

When returning items, we strongly recommended obtaining proof of postage and/or relevant airway bills and documentation from your courier. We cannot accept responsibility for parcels lost in transit, as such you are advised to arrange your own insurance.

Shipping

When placing your order, you must provide an address at which our courier can obtain a signature when delivering your parcel.

Each online order will be delivered to a single address. In cases where different delivery addresses are required for different items, you will need to place a separate order for each of the addresses that you would like us to ship to.

Exchanges

We are happy to exchange item(s) from your original order for the same style in a different size or colour, subject to availability. As with returns, the item(s) to be exchanged must be returned within 14 days of your order being delivered. Exchanged items will be dispatched once returned goods have been received, processed and checked.  

UK Exchanges

We offer Free exchanges on all UK orders.

If you wish to exchange an item from your order, please send us an email to sales@lucievaclav.com to request an exchange and follow the instructions outlined above under ‘UK Returns’.

International Exchanges

Unfortunately, we are not able to offer free exchanges for international orders.

If you wish to exchange an item from your order, please contact sales@lucievaclav.com explaining which pieces you would like to exchange and the reason(s) why.

Once you receive an email approving your exchange request, please follow the instructions outlined above under ‘International Returns’.

Faulty Items

Naturally, we will accept returns for any items that are damaged or faulty on arrival. Any such items will be inspected by our team once received before the return is confirmed. Note that items with irregularities resulting from the handmade nature of many of our items may not be accepted as faulty.

We will happily replace a faulty item if a replacement is in stock and available. If you would like to be sent a replacement, please make this clear when emailing us to request your Return Number. Note that we are unable to provide replacements in an alternative size or colour.

In cases where we are unable to offer a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase, plus any shipping costs incurred. Please note that refunds to credit cards can take up to 30 days and are subject to your bank’s refund regulations.

If you have any questions, please contact us on sales@lucievaclav.com

Shipping

When placing your order, you must provide an address at which our courier can obtain a signature when delivering your parcel.

Each online order will be delivered to a single address. In cases where different delivery addresses are required for different items, you will need to place a separate order for each of the addresses that you would like us to ship to.

bottom of page