How long does it take for the piece(s) to be shipped out to me?
Some products may be In Stock in our atelier in Brighton which enables us to ship them out to you efficiently and quickly within a few days. However, as many items are made to order for you, most pieces ship out to you within 2 to 4 weeks.
TRACKING MY ORDER
On placing your order, we will send you an email to confirm that we have received your order. Please note this is not acceptance of your order.
Once payment has been processed you will then receive another email informing you that your order has been shipped.
Each item will be assigned its own unique tracking number as soon as it leaves the warehouse, enabling us to locate your package as efficiently as possible.
If at any time you have a question regarding the status of your order, contact the customer services team who will be happy to look into your request and assist you in any way we can.
SAME DAY DELIVERY
We do not currently offer same day delivery as standard, however, depending on the availability of the order, it may be possible to issue same day delivery to the London or Brighton area. Please call us to see if it is possible.
Dominique Lucas offers free Royal Mail Special Delivery to its UK customers, and International AirSure or International Signed For to International Destinations. Dominique Lucas Limited can not be held responsible for any delay in the item reaching you within the Royal Mail scheduled time frame.
FEDEX INTERNATIONAL EXPRESS DELIVERY
If you choose the Fedex Express Delivery option, we will be able to guarantee your items will arrive earlier than our free Royal Mail international service. Exact shipment dates and times will be specified by Fedex at the time of shipping. Prices for international shipping will differ slightly according to which country you are living in. Please refer to Fedex for rates and services. If you have any further questions regarding international delivery, please contact customer services.
All items are insured for loss or theft from point of shipment. However if you are returning an item and loss or theft occurs, we cannot be held responsible. Please ensure that you obtain additional insurance or use a signed for service for additional protection as the parcel will remain the customers responsibility until it reaches us.
Please note that all delivery times are subject to product availability, the delivery option selected and credit card authorisation. However, during sale periods we are extremely busy and delays may occur. Please be assured that we will aim to dispatch your items as soon as possible.
Also note that in the event of a Royal Mail strike action we cannot be held responsible. In this instance we will do our best to ensure any goods have a limited delay and/or are sent via other means if possible.
Unfortunately, we currently do not offer shipping to PO Box addresses.
Once an order has been placed, it is not possible to have the shipment redirected to an alternative address.
For further information regarding our shipping and delivery policies, please contact a member of our customer services team.
How can I pay?
We like to give you plenty of payment options, so you can use any of the following cards: PayPal, Visa, Mastercard, Amex, and Solo. We also take security very seriously indeed, so your details will be safe with us. All credit and debit card holders are subject to validation and authorisation. Your purchase history and past invoices can be checked at any time.
Can I ship my items to multiple addresses?
You can only select one shipping address. If you want to send items to different addresses please go through checkout separately for shipping address.
What do I do if I am not happy with an item I received?
Please contact us immediately if you are not happy with your purchase. We are happy to offer a refund within 7 days of receipt of purchase or an exchange within 28 days of receipt of purchase. We will do our very best to make sure you hare happy.
If for any reason you are unhappy with your purchase we are happy to offer a full refund within 7 days of receipt or exchange providing you send it back to us within 28 days of receipt. Please note that postage and packaging charges, where applicable, will not be refunded, nor will we refund any sales tax or duties payable on orders outside of the EU. Returns will be paid for at the Buyers' expense.
Your original postage costs will not be refunded unless the item you received was sent in error or is faulty (providing we are notified of faults within 7 days of receipt).
All items returned must be unworn and undamaged.
We are not able to accept refunds on any of bespoke or fine jewellery pieces, unless they are faulty.
Exchanges are possible if the item is available.
To arrange a return please email use the Product Return function under Customer Services menu at the bottom of the homepage quoting your name, address, details of the product, the reason for return and whether you require a refund or replacement.
Any item(s) being returned must be returned in their original packaging. Please pack the item carefully and state the reason for return clearly on the external packaging. We recommend that you use a recorded delivery service, such as Royal Mail Special Delivery, for your own protection. The item is your responsibility until it reaches us therefore we cannot accept responsibility for any items lost or stolen in transit. Please note that unidentified returns will be returned to the sender and will not be refunded. Any item returned after the given time period will only be refunded at our discretion.
Please send items for return to our Brighton Postal address:
102a Gloucester Road,
(Entrance on Tidy St)
BN1 4AP, UK
Sale items are non-refundable and non-returnable.
If you have any queries regarding our returns policy, please send an email to firstname.lastname@example.org or you can call us onT +44 (0) 7771 566646
Your jewellery will be sent to you in a lovely box! We can also gift wrap your item for you, just specify upon ordering.
What do I do if my order doesn't arrive?
Please contact us immediately if your package doesn't arrive within the specified time window.
What can I do if I suspect I'm not receiving emails from SHOP.DOMINIQUELUCAS.CO.UK?
First, make sure the email address we have for you is current, if it isn't we can't get in touch with you.
Second, check your junk/spam email folder.
Finally, if none of the previous actions recover the missing communications from us, contact support.
How does the shopping bag work?
To add items, simply click the green Add to Shopping Bag button on the item listing page. You can remove items and edit the contents of your shopping bag at any time. When you have finished selecting your new items you click the checkout button and follow the instructions. If you are in the mood for window shopping you can save your items to your Wishlist, where it will be stored at My Wishlist at the top-right of your screen.
Why have some items been removed from my shopping bag?
The items that you add to your bag are not set aside for you until you go through the checkout process. Some products are likely to sell out quickly so it is best not leave your items in your bag for too long before you checkout.
Why is it necessary to register before I can buy anything?
The feedback system that we employ would be compromised if we weren't able to identify the parties involved in every transaction. Registering on the site is also an easy and quick way for us to provide you with the ability to track your transaction history and to save you the time and effort of re-entering your details in the future.
What do I do if I can't login?
It is possible that you are mistyping your password. Make sure your CAPS LOCK or NUMBER LOCK functions are not activated on your keyboard. You can also clear your web browser's cache and cookies or try signing in through a different web browser program.
If none of these solutions solve your sign in problems, visit the Login page and click the link to reset your password.
I've made a mistake with feedback! What can I do?
If you have mistakenly left negative feedback or left positive feedback for the wrong person you can contact support to resolve the issue.
Can I pay securely?