Orders

1. How do I place an order on st-luca.com?

Choose the piece you'd like, select the size and colour, and click "Add to Shopping Bag." Your bag will open on the right-hand side of the screen and can be reached from anywhere on the site using the bag icon in the top right corner. When you're ready, click "Proceed to Checkout" to enter your delivery and payment details. As soon as your order is confirmed, we'll send you an Order Confirmation email.

2. The item(s) in my Shopping Bag have disappeared, what can I do?

We're unable to reserve items in your Shopping Bag, so if a piece has vanished from yours, it most likely means it is no longer available. When this happens, you can use the "Notify Me" button on the product page to be alerted if it comes back into stock. If "Notify Me" isn't shown, please reach out to our Customer Care team and an Ambassador will be happy to assist. We're also glad to check in-store availability for any sold-out piece.

3. What is a preorder, and how do I place one?

Preordering lets you secure pieces from our newest collections early on st-luca.com. A preorder is available when an item isn't yet ready to ship. Any piece offered this way will be clearly marked as a preorder, with an estimated shipping date shown on its product page for reference. Please note these dates are indicative rather than guaranteed, and the actual shipping date may vary. When you place a preorder, the item is reserved for you and dispatched as soon as it becomes available. The full amount for all preorder items is charged at the time the order is placed.

4. I haven't received my order confirmation email, has my order gone through?

If a confirmation email hasn't arrived within an hour of placing your order, please check your spam or junk folder and search for our address, service@st-luca.com. If you still can't find it, get in touch with our Customer Care team and an Ambassador will look into it for you.

5. Where is my order shipped from?

Orders from st-luca.com are dispatched from our warehouse in Italy. Please allow sufficient delivery time, as some orders may involve international shipping.

6. Why am I receiving more than one shipment for a single order?

If your order includes several pieces held in different warehouse locations, they may be sent in separate shipments. You'll receive a Shipping Confirmation email with tracking details for each one.

7. Where is my order?

If you have an account, you can follow your order's status under My Orders in the My Account section. You'll receive an Order Confirmation email at checkout, followed by a second email once your order ships, which includes tracking information so you can monitor its progress. If you'd like help locating or tracking your order, our Customer Care team will be delighted to assist.

8. Can I change or cancel my order?

If you've had a change of heart after placing your order, please contact us as soon as possible using the number for your region and language below. Once an order has been processed it can no longer be amended or cancelled and would need to be returned instead, see our Returns and Refunds page for help with that.

You can also reach us through our Contact Form.

9. What are my shipping options?

We offer standard and express shipping on every order. You'll find full details of our methods, carriers and approximate delivery windows on our Shipping and Delivery page.

10. Why hasn't my order shipped yet?

We begin processing orders within 24 hours on business days. Our warehouse ships Monday to Friday; orders placed after 3:00 pm local warehouse time on a Friday are processed and shipped the next business day. Please note that "local time" refers to our warehouse's time zone, not your own. Our warehouse is also closed on certain Italian public holidays, and orders placed on those dates are processed and shipped the following business day.

11. My preorder is past its estimated shipping date, when will it arrive?

The estimated date shown at the time of purchase is an approximation, not a guarantee, and can shift after your order is placed. If your preorder has passed that date, please contact our Customer Care team directly and an Ambassador will be glad to help.

Payment

1. Which payment methods can I use?

We accept all major credit cards (Visa, Mastercard, American Express) as well as Apple Pay and Shop Pay.

2. Why does my order show "estimated tax" at checkout?

Applicable taxes are calculated according to local regulations, so an estimate may appear in your order total during checkout. The final amount is confirmed once your order ships and will be equal to or lower than the estimate shown. The exact tax applied will appear on the invoice sent with your Shipping Confirmation email.

Returns and Refunds

1. How do I return my order?

Items bought on st-luca.com can be returned within 14 days of delivery. To start a return, follow the steps on our Returns and Refunds page; our Customer Care team will then send detailed instructions, usually within 24 hours of receiving your Return Form. Once your return reaches our warehouse, please allow up to 10 business days (longer during busy periods) for it to be processed. If a return doesn't meet the conditions in our Return Policy, the item will be sent back to you and the request declined. Once accepted, your refund is issued to your original payment method and we'll confirm this by email.

2. Can I return items from different orders in one box?

Unfortunately no, combining items from separate orders may delay your refund. Where possible, please use the original shipping box, and if you received multiple shipments for one order, return each following the instructions provided by email.

3. Can I exchange my order?

We don't currently offer exchanges. If you've changed your mind, you're welcome to return the item for a refund within 14 days of delivery, provided it's in its original condition with tags attached. Our Customer Care team can guide you through the process.

4. Can my refund go to a different payment method?

All refunds are issued to the original payment method.