LUCENT BRAND POLICY

At LUCENT, every order is prepared carefully to make sure you receive your piece in the best possible condition. Please read the policy below before placing your order.

1. Shipping & Delivery

Orders are usually processed and shipped within 3–5 business days.

Delivery time may vary depending on your city, area, courier schedule, order volume, and public holidays.

Shipping is available across Egypt.

Shipping fee is LE 80 unless your order qualifies for free shipping.

Free shipping applies to orders over LE 1,500 after discount.

Once your order is shipped, the courier may contact you to confirm delivery details. Please make sure your phone number and address are correct before placing the order.

Orders are delivered through our courier partner Bosta.

2. Wrong Address / Wrong Phone Number

Customers are responsible for entering the correct phone number, full address, city, and area.

If the order cannot be delivered because of incorrect contact information, unreachable phone number, wrong address, or repeated failed delivery attempts, the customer may be responsible for any extra redelivery or return shipping fees.

If you notice a mistake in your order details, please contact us as soon as possible through Instagram DM or email before the order is shipped.

3. Exchange Policy

Exchange requests must be made within 48 hours after receiving the order.

To be eligible for exchange, the item must be:

Unworn
Unused
Unwashed
In its original condition
In its original packaging

Exchange is subject to size/color availability.

If the requested size or item is not available, we will help you choose another available option.

Exchange shipping fees are paid by the customer unless the mistake was from LUCENT’s side.

4. Returns

Returns are accepted only if the item arrives damaged, defective, or if you receive the wrong item.

The item must be reported within 48 hours after delivery.

Please send clear photos/videos of the issue through Instagram DM or email so we can review the case.

Items that are worn, washed, used, damaged by the customer, or returned without original packaging cannot be returned or exchanged.

5. Damaged or Wrong Items

If you receive a wrong item, wrong size, or damaged product, please contact us within 48 hours of delivery.

If the issue is confirmed to be from LUCENT’s side, we will cover the replacement shipping cost.

6. Discounted Orders

Discounted items can be exchanged for size or color only if the item is unworn, unused, unwashed, and the requested replacement is available.

Discounted orders are not refundable unless the item arrives damaged, defective, or incorrect.

7. Payment

Payment methods available at checkout may include cash on delivery and/or online payment depending on the available options on the website.

For cash on delivery orders, please make sure the full amount is ready when the courier arrives.

If a cash on delivery order is refused without a valid reason, future COD orders may require confirmation before shipping.

8. Size Help

If you are not sure about your size, please message us before ordering.

Send us your height, weight, and preferred fit, and we will help you choose the best size.

9. Contact

For order help, size help, exchanges, or delivery questions, contact us through:

Instagram DM: @lucentegypt
Email: shop@lucent-eg.com

We usually reply as soon as possible during working hours.