FAQ

Delivery, Exchanges and Returns

We pack and ship all orders from Poland.

Orders are shipped within 2 business days. Within Poland, Standard delivery takes 1-3 business days from the date of shipment. Express delivery takes 1-2 days. The exact delivery date will be estimated in the email you receive from the courier company after the courier collects your package. Standard deliveries to other EU countries take 2-6 business days.

For logistical reasons, we are unable to make changes to ordered products (quantity, model, size). Any changes to the delivery address or contact information can be reported within 1 hour of placing the order by replying to the order confirmation email or writing directly to orders@lucy.pl .

You can check your order status by clicking the link provided in your order confirmation email. Once your order is packed, you will receive an email from DHL with your tracking number. If your delivery is delayed or you are unable to locate your package, please contact DHL and us. We will be happy to help!

We process payments via Przelewy24 (cards, quick transfer, BLIK) and Shopify Payments or PayPal.

Check your spam folder. If nothing is there, please contact us. We'll be happy to help.

Yes - you can return them within 14 days of receiving the package.
Cosmetics packaging and security seals must be intact and the product itself must not be used - in accordance with the Consumer Rights Act of 30 May 2014.

Click HERE to log in and register the return of selected products. Once your return has been registered in the system, you will receive an email with detailed instructions. Full details regarding returns can be found here .

If for any reason you would like to return your items, please contact us at orders@lucy.pl . Unfortunately, due to logistical constraints, we currently do not offer exchanges. Please place a new order through the website and return the original order. Full details regarding returns can be found here.

We strive to ensure our products are of the highest quality. If you have received a faulty product, please contact us at orders@lucy.pl, providing your order number and a photo of the defect. Our Customer Care Team will contact you to initiate the complaint process.

Products

Yes, all LUCY products are based on plant oils, extracts, and gentle, safe ingredients. We do not use harsh preservatives or parabens.

All ingredients are safe for expectant mothers, LUCY products can be used throughout pregnancy from the first day and while breastfeeding.

Yes, we don't test our products or ingredients on animals. Plus, all our cosmetics are vegan.

Yes, the formulas have been developed with mothers and pregnant women in mind.

Yes - you will find them on each product card on our website under the "Product Details" tab.

Yes, but avoid applying products directly to a fresh wound. Once the scar has healed, Belly Oil is great for supporting regeneration.

At room temperature, away from sources of heat and light.

Yes, our cosmetics are available at the Francis & Henry Showroom, located at 10 Bagatela Street in Warsaw. The store is open Monday through Friday, 11:00 a.m. to 6:00 p.m.