FAQ
1. Ordering & Payment
Q: How can I place an order?
A: You can place an order online via our website. Simply select your items, add them to your basket, and proceed to checkout.
Q: What payment methods do you accept?
A: We accept
- Visa
- Maestro
- Mastercard
- Amex
- Apple Pay
All payments are processed securely.
Q: Can I change or cancel my order?
A: Orders can only be changed or cancelled before dispatch. Once your order has been shipped, you can return it under our Returns & Refund Policy.
2. Delivery
Q: How long will delivery take?
A: Standard delivery typically takes 5–10 days within the UK. Delivery times may vary due to courier delays or events outside our control.
Q: Do you ship internationally?
A: Currently, we ship to United Kingdom. Unfortunately, international shipping is not currently available.
3. Returns & Refunds
Q: Can I return an item?
A: Yes. You have 14 days from receiving your goods to cancel and return them under the Consumer Contracts Regulations 2013. See our full Returns & Refunds Policy for details.
Q: Do you offer exchanges?
A: We do not offer exchanges. If you need a different size or item, please place a new order and return the original item for a refund.
Q: What if my item is faulty or damaged?
A: Faulty or misdescribed items are covered under the Consumer Rights Act 2015. Contact us within 30 days to arrange a refund, repair, or replacement.
4. Privacy & Data
Q: How do you protect my personal information?
A: We handle your data in line with UK GDPR & Data Protection Act 2018. For full details, see our Privacy Policy.
Q: Will you send me marketing emails?
A: Only if you have opted in. You can unsubscribe at any time by clicking the “unsubscribe” link in our emails.
5. Product Information
Q: Are your product descriptions accurate?
A: We aim to provide accurate product descriptions and images. However, colours may vary slightly due to screen settings.
Q: Can I request a custom or personalised item?
A: Personalised items are available [if applicable]. Please note that personalised items may not be eligible for returns unless faulty.
6. Contact & Support
Q: How can I contact you?
A: You can reach us at:
Store Name: Berlucy
Company name: MWcom
Address: Van der Waalsstraat 9, Deventer, Overijssel, 7424 GW, Netherlands
Commercial register number (KVK): 87559579
VAT number: NL004435863B81
E-mail: support@berlucy.com
Telephone: +39 06 6626971
Our customer service is available Monday to Friday, 9:00 am to 5:00 pm.
We will do our best to reply to your email within 24 hours .