Refund policy

At Moda Lucia, we want you to be completely satisfied with your purchase. If something isn’t what you expected, we make it easy. Here’s how returns, exchanges, and refunds work.

Return period: 30 days

You have 30 days from receipt of your order to request a return. We accept returns of both defective and non-defective products, provided the conditions listed below are met.

This 30-day period extends your statutory 14-day right of withdrawal, which applies to consumers in the European Union. Your legal rights are not affected by this policy in any way.

Return conditions

For us to accept your return, the product must meet these conditions:

• The product is unused, unwashed, and in its original condition.
• The product retains all tags and its original packaging.
• The request must be submitted within 30 days of delivery.

For hygiene reasons, we cannot accept returns of items that have been used or damaged by the customer.

How do I request a return?

All returns are handled through our customer service team. It’s very simple:

1. Write to us at info@modalucia.com stating your order number and the reason for the return.
2. Our team will respond within a maximum of 24 business hours with return instructions and the corresponding shipping address.
3. In many cases, we can offer you a faster and more sustainable solution, helping you avoid unnecessary steps.

Important: do not send any product without first contacting our customer service team. Returns sent without prior authorization cannot be processed.

Return costs

Return shipping costs are the customer’s responsibility, unless the product arrived defective or the error was on our part. We do not charge handling or restocking fees (restocking fees).

Exchanges

Would you prefer to exchange your product for another size or color? That’s also possible. Contact our customer service team, and we’ll help you arrange the exchange as quickly as possible.

Refunds

Once your return has been approved, we will process the refund within a maximum of 14 days. The amount will be credited via the same payment method you used for your purchase. Depending on your bank or payment provider, the credit may take a few additional days to appear in your account.

Damaged or incorrect product?

If your order arrives damaged or incomplete, or you receive an incorrect item, contact us within 48 hours of delivery, attaching photos of the product and packaging. In that case, we will cover the complete solution at no cost to you.

Cancellations

Would you like to cancel or modify your order? This is possible within 24 hours of purchase. See our Cancellations page for more information.

Legal right of withdrawal (EU)

As a consumer in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving the product, without giving any reason. To exercise this right, notify us unambiguously (for example, by email at info@modalucia.com) within that period. Our 30-day return policy complements and extends this legal right.

Have a question, need help with your order, or simply want to get in touch with us? We’re here to help.
Our team usually responds within 24 hours on business days.
Tell us how we can help.

✉️ Email us:
info@modalucia.com
Monday to Friday, 9:00 – 17:00 (CET)

📍 Address:
Wilhelminastraat 15, 6812 CW Arnhem, Netherlands

💬 Would you prefer to do it online?
Use our contact form — we usually respond within 24 hours.

Company number: 60689584419