FAQ

Contact

You can contact us via our contact page, write us an email (info@louislucano.com). You can also use our social media channels, which are linked below, to send a message. We’ll try to answer all your requests within 2 hours.

Pre-Order

Since we work sustainably and want to avoid overproduction our number of products is currently still limited, due to the high quality handwork, sometimes there may be longer delivery times. You can pre-order your chosen bag in advance of the upcoming product delivery. You will also receive a shipping notification once the order is shipped to you. If there’s any substantial change to the expected ship date on your order, we will let you know.

Cooperation & Social Media

We are open for collaborations and would be happy to discuss the possibilities, contact us via info@louislucano.com or on social media.

Canceling an Order

If you want to cancel your order, please contact us as soon as possible at info@louislucano.com. However, if your order has already been shipped, you can return it to us within 14 days.

Shipment costs & Delivery Time

We ship free of charge within Germany. The items will be handed over to the shipping service provider within 24 hours. Within Europe, shipping takes between 4-7 business days.

Everything outside can take up to 10 days. We work with DHL, for more shipping information like cost etc. check the website www.dhl.de

Tracking Shipment Status

Once your item has been shipped, you will receive an email with the tracking number where you can track the status of your order on DHL.

Return & Refund

If you want to return your item you have 14 days after receiving it to do so, please send us an email to info@louislucano.com. We can only accept the item if it shows no signs of use and is packaged exactly as you received it. Please note that we do not cover the return shipping costs.

We will notify you once we’ve received and inspected your return. If the return was approved, you’ll be automatically refunded to your original payment method. Please remember it can take a few days for your bank or credit card company to process and post the refund.

Payment & Invoice

We accept almost all major credit cards (MasterCard, VISA) and Shop Pay. In case those payment methods don’t work for you, just mail us at info@louislucano.com

Our shop provider only allows the check-out process in one currency which is Euro. If Euro isn’t your local currency, your payment will be processed at the most current exchange rate.

You will receive an email after you have completed your order, your invoice will be included there.

Other Questions

If you have any questions that we have listed here, please feel free to email us at info@louislucano.com. We will answer you as soon as possible.