Lucy Clay Store FAQ (Frequently Asked Questions)

Lucy Clay Store FAQ (Frequently Asked Questions)

What does “tax excluded” mean? Do I have to pay the tax when I order in Lucy Clay Store?

“Tax excluded” means, that Czech VAT (Value Added Tax) is not included in price. It is 21% of the price without VAT. You only need to pay VAT if you are an individual living in the European Union. You do not have to pay VAT if you are out of the European Union.  Also, you do not have to pay VAT, if you have a legal entity (company) and your company has a tax identification number. In this case, add your Tax Identification Number in your Account. 

What shipping methods are available?

For all orders outside of Czechia, TNT (FedEx) shipping is available.  For orders with Czechia, shipping by Czech Post is available.

How much will the shipping cost?

To find the exact shipping price, please add your items to your cart and fill address correctly. You will find the shipping price in the 4th step (the final step before completing the order).

How long will it take to get my package?

Orders are typically delivered within 2 to 6 business days. However, if the parcel is stopped by local customs service, the delivery may be longer due to customs clearance.

When will be my order shipped?

Lucy Clay does its best to ship the next day but sometimes it takes 2-3 workdays depending on how many orders get in.

How do I track my order?

Orders may be tracked by visiting TNT Track and Trace web page. Tracking information (Shipment number) is provided in shipment notification emails which are sent to the email address provided upon checkout.

Do I need an account to place an order?

You may place an order by adding the items to your online shopping cart and then following the checkout process. You will be asked to create an account.

How do I sign up for your newsletter?

Please follow this link and enter your name, surname and email address and click the “SUBSCRIBE” button.

How do I unsubscribe from your newsletter?

Click the “Unsubscribe” at the bottom of any newsletter you have received by Lucy Clay.

How often do you send newsletters?

Lucy Clay usually send 1 newsletter a week with updates and restock however there are times when we have sales and want you to know that you can save 🙂 We will never bombard you day after day with emails though we hate that and know you hate it.

What are your business terms and conditions?

Please, read the GENERAL BUSINESS TERMS AND CONDITIONS by clicking this link. 

Where do I get a coupon/voucher?

The best way to get a coupon is to sign up for our newsletter. Once you do, you will learn about special discounts and coupons/vouchers.

How do I redeem vouchers/coupons?

Enter your voucher/coupon code into “VOUCHERS” at the checkout summary to redeem the voucher.

What payment methods do you accept?

Lucy Clay accepts credit/debit cards, PayPal and bank transfer.

Is your shopping cart secure?

Yes, it is secure. SSL security indicator will appear in your URL bar when you checkout.

What is your return policy?

We hope you will be absolutely happy with your order. But, in case if any item does not meet your expectations, you have the right to return any ordered item within 14 days after the date of receipt of the goods in as-new condition. Please read more about Lucy Clay’s return policy here. 

How long will it take to receive my refund?

Refunds are typically processed in 1-3 business days after receiving the goods by Lucy Clay. Depending on the payment method, it can take longer for funds to be deposited in your account.

If you have any other questions, do not hesitate to contact us at support@lucyclay.com