Frequently Asked Questions (FAQ)

About Luzione

    Luzione is more than a furniture company — it's a philosophy of effortless beauty, lasting quality, and soulful design. Every piece in our collection reflects the vision of modern living rooted in European craftsmanship and timeless materials.  

🌍 Where are Luzione products made?

    All of our products are crafted in Southern Europe — primarily in Türkiye and Italy — through partnerships with family-owned ateliers and master artisans. These regions have centuries-long traditions of woodworking, stonecraft, and textile production.  

✨ What makes Luzione different?

• Designer-Curated Collections: We hand-select and refine the most elegant and timeless silhouettes from Europe’s most skilled makers.
  
• On-Demand Production: Each item is made just for you — reducing waste and supporting craftsmanship over mass production.
  
• Extreme Customization: We work closely with our ateliers to offer every material, size, or finish they allow — so your space reflects your taste.
  
• White-Glove Experience: From your first quote to the final placement in your home, our team is here for you every step of the way.
  

🪑 Is everything made-to-order?

    Yes — the majority of our catalog is built only after your order is placed. This model supports greater personalization, lower environmental impact, and more control over materials and finishes. A small selection of quick-ship items are stocked in advance and labeled accordingly.  

🎨 Who designs or selects the products?

    Luzione’s collection is curated by a multi-disciplinary design team with backgrounds in architecture, interiors, and luxury branding. We select pieces that speak to form, function, and soul. Every piece is evaluated for aesthetic longevity, structural quality, and its contribution to a beautifully lived space.  

🧿 Are you a retailer or a design house?

    Both. Luzione operates as a hybrid model — we function as a curated luxury retailer for clients and as a design-forward sourcing partner for professionals. Whether you're furnishing one room or leading a hospitality project, we tailor our support to your vision.  

🛡️ What is the Luzione brand promise?

    To deliver furniture that feels as good as it looks, serves you for years, and elevates your environment. We stand by our promise with a 1-year warranty, flexible return support, and an unwavering commitment to quality.  

Ordering

🛒 How do I place an order?

    You can place an order directly through our website using our secure Shopify-powered checkout system. Select the product(s) you love, add them to your cart, and follow the prompts to complete payment. We accept all major credit cards, PayPal, Shop Pay, Apple Pay, and Google Pay.  

    Once you complete your purchase, you’ll receive an order confirmation email followed by ongoing updates throughout production, shipment, and delivery. You’ll also gain access to our concierge support team should you need help along the way.  

🔐 Is the checkout process secure?

    Yes. Our checkout is powered by Shopify and protected with industry-standard encryption. Your card details are never stored on our servers. If you experience any payment issues or concerns, email us at hello@luzione.com with the subject line: “Payment Support – [Your Name]”.  

⏳ Can I cancel or change my order?

    Yes — but only within 24 hours of placing your order. After this window, production begins and your item is put into the hands of our European manufacturers.  

    Because our furniture is made-to-order, we cannot cancel or alter orders after the first 24 hours. This policy allows us to honor timelines and material commitments with our artisans. If you need to make a change, email us immediately and we’ll do our best to assist if your item hasn’t entered production yet.  

📧 How do I get a quote for a large or complex order?

    For large projects — including multiple rooms, multi-unit properties, hospitality installations, or custom requests — we’re happy to prepare a formal quote. Please email hello@luzione.com with the subject line: “Project Quote – [Your Project Name]” and we’ll respond within 24 hours.  

Customization & Design Lab

🎨 Can I customize furniture through Luzione?

    Yes — customization is at the heart of what we do. Most pieces in our catalog can be customized by material, finish, dimension, and layout. We collaborate with some of the most talented manufacturers in Türkiye and Italy who allow extensive design flexibility while upholding artisanal standards.  

Shipping & Delivery

📦 What is the typical delivery timeline?

    Delivery time is composed of two phases:  

• Production Time: Most pieces are made-to-order and require between 3 to 16 weeks depending on product complexity, customization, and manufacturer schedule.
  
• Shipping Time: Once completed, your item ships via white-glove freight service and typically arrives within 3–4 weeks, depending on your location.
  

    We will keep you updated throughout the process, from production updates to shipping alerts and delivery scheduling.  

🤍 What is white-glove delivery?
 
Luzione offers tiered white-glove delivery to ensure a premium experience at every price point. This service includes:
• A pre-scheduled delivery call to confirm your time window
• Careful in-home placement and furniture assembly (when needed)
• Packaging removal upon request

Delivery fees are based on your order total:

Please note:
• Rural locations may incur a $150 surcharge for extended access or remote zones
• Stairs-only buildings (no elevator access) may incur a $100 handling fee
• Damages must be reported within 48–72 hours of delivery

Our logistics partner, RXO, specializes in handling luxury and oversized items with care. You’ll be contacted when your items arrive at the final terminal to confirm your scheduled delivery.

🌍 Do you ship internationally?

    Yes. Luzione ships globally. We currently serve clients across the U.S. & will provide customers with custom quotations to deliver products to, Canada & Turkiye. If your country is not listed at checkout, please email us at hello@luzione.com for a custom quote.  

    Duties and import taxes may apply depending on your location. These will be calculated at checkout or invoiced post-purchase, depending on your region.  

🚚 Which delivery partner do you use?

    All large furniture deliveries are handled by RXO, a white-glove delivery network specializing in high-end furniture. Small accessories or components may be delivered via FedEx, DHL, or UPS depending on the item.  

📍 How do I track my shipment?

    You will receive a shipping confirmation email with a live tracking link once your order leaves our warehouse or partner facility. For updates, our concierge team is always happy to assist at hello@luzione.com.  

📅 Can I change my delivery date?

    Yes. If you need to delay or reschedule your delivery, simply email us at hello@luzione.com with the subject line “Delivery Date Change – Order #[Your Order Number]” and we’ll coordinate with our logistics partner to update your time slot.  

📸 What if my item arrives damaged?

    Shipping damage can occur. Please inspect your item upon delivery and notify us within 48 hours if you notice any damage. Be sure to take photos of both the packaging and the product itself. Send these to hello@luzione.com with your order number.  

    We will immediately coordinate a resolution — whether that means a replacement, repair, or refund — depending on the situation and product availability.  

💼 Do you offer delivery to trade projects, hospitality sites, or multi-unit buildings?

    Yes. For commercial deliveries, we work closely with your project manager or on-site contact to ensure seamless coordination, elevator scheduling, off-hour drop-offs, or restricted access protocols. Just let us know your site requirements when placing your order or requesting a quote.  

Returns, Restocking & Exchanges

 
🔁 What is your return policy?
 
You may return eligible items within 14 days of delivery, provided they are unused, undamaged, and in original packaging.
To initiate a return, email hello@luzione.com with the subject:
“Return Requested – Order #[Your Order Number]”
Be sure to include:
• Clear item and packaging photos
• Preferred pickup date
 

📦 What items are eligible for return?
• Non-custom, non-made-to-order items in original condition
• Pre-designed bundles (if not customized)
• Items returned with all original packaging and protective materials

Note: Custom, made-to-order, and Final Sale items are not returnable unless damaged or defective.
 

💸 Are there restocking or repackaging fees?
Yes.
• Restocking fee: 35% of the item’s value (automatically applied)
• Repackaging fee: $250 if original packaging is missing
• Re-boxing labor fee: $50 if our white-glove team must re-box the item on site

These fees cover inspection, handling, and reintegration into our system. Photos may be required to dispute packaging-related charges.
 

🚚 Who pays for return shipping?
• If the item arrived incorrect or damaged: Luzione covers the return cost.
• If the return is voluntary: The customer is responsible. We can coordinate white-glove pickup and deduct the fee from your refund.
 

💳 When will I receive my refund?
Refunds are issued 5–10 business days after your return is inspected and approved. Refunds are applied to your original payment method, minus applicable fees.
 

🎟️ Can I choose store credit instead of a refund?
Yes. If you opt for store credit, we’ll often process it faster — and add a 5% bonus as a thank-you. It can be used toward future collections, Design Lab bundles, or custom projects.
 

🔄 Do you offer exchanges?
Not directly. You're welcome to return an eligible item and use your refund or store credit toward a different purchase.
 

⚠️ What happens if I return something after 14 days?
Returns beyond 14 days are not accepted by default. If you believe your case is exceptional, please contact us. Requests are reviewed by management and handled with care.
 

📸 What if my item arrives damaged?
Please report any issues within 48–72 hours of delivery. Include clear photos of the damage and packaging. We’ll initiate a resolution process — this may include a replacement, refund, or credit depending on the case.

Warranty & Repairs

🛡️ What kind of warranty does Luzione offer?

    Every Luzione product is covered by a 1-year limited warranty from the date of delivery. This warranty covers structural integrity and craftsmanship defects — ensuring your furniture is not only beautiful but built to last.  

🔧 What does the 1-year warranty cover?

• Structural defects (frames, bases, joinery)
  
• Manufacturing flaws in materials or construction
  
• Assembly issues stemming from pre-installation or logistics mishandling
  

🚫 What is not covered under warranty?

• Normal wear and tear (fabric pilling, fading, cushion compression)
  
• Natural material variations (stone veining, wood grain, hand-applied finishes)
  
• Damage caused by misuse, improper care, or unapproved movers/installers
  
• Environmental effects (humidity, sunlight damage, etc.)
  

🏷️ Do you honor warranties from your partner brands?

    Yes. Many of our furniture partners offer their own brand-specific warranties, which we fully honor. We act as your direct liaison — managing paperwork, communication, and logistics with the supplier on your behalf. If their warranty exceeds ours, you’ll still benefit from their extended coverage.  

📝 How do I file a warranty claim?

    Please email hello@luzione.com with the subject line “Warranty Claim – [Product Name or Order #]” and include:  

• A short description of the issue
  
• Clear photos or videos of the defect or problem 
• Your order number or proof of purchase
  

    We’ll review your claim, determine whether it qualifies under Luzione’s or a partner’s warranty, and respond with the next steps within 48 hours.  

📦 Who pays for shipping on warranty replacements?

    If your warranty claim is approved, Luzione covers all shipping costs related to the repair or replacement. For items under a partner brand’s warranty, shipping terms may vary, but we’ll coordinate all logistics for you.  

🔁 What are the possible resolutions?

• Replacement part (e.g., leg, cushion, handle)
  
• Full product replacement
  
• Repair arranged through Luzione or a certified local technician
  
• Partial refund or store credit, if a full replacement is not viable
  

    Final resolution depends on the product, the nature of the issue, availability, and manufacturer approval. Our priority is always to make things right — efficiently and with care.  

📞 Can I speak to someone if I’m unsure whether my issue is covered?

    Of course. Simply email us at hello@luzione.com with the subject line “Warranty Question – [Product Name]”. We’ll gladly review your situation and provide honest guidance before initiating a formal claim.  

Product Materials & Care

🪨 What materials do you use?

    At Luzione, we select materials for both their beauty and longevity. Our collection features:  

• Travertine stone – Hand-cut and polished, with unique natural veining
  
• Hornbeam and solid hardwoods – Sustainably harvested and kiln-dried for durability
  
• Upholstery fabrics – Including premium chenille, velvet, linen, wool, boucle, and teddy
  
• Rugs – Handmade with wool, silk, cotton, and natural fiber blends from Türkiye and beyond
  

🎨 Are there natural variations in materials?

    Yes. Natural materials such as wood and stone feature one-of-a-kind characteristics — including color shifts, veining, and grain pattern. These are not defects but rather part of what makes your piece unique. We celebrate this variation as a mark of true craftsmanship.  

🧼 How do I care for travertine?

• Wipe spills immediately with a soft, dry cloth
• Avoid acidic or citrus-based cleaners
• Use coasters and placemats to prevent etching
• Do not place extremely hot items directly on the surface
• Use a mild stone soap if needed — never bleach or vinegar

🪵 How do I care for wood furniture?

• Dust regularly with a dry microfiber cloth
  
• Avoid prolonged exposure to direct sunlight
  
• Use furniture pads under decor or heavy objects
  
• Clean with a damp cloth using warm water — avoid soaking the wood
  
• Apply furniture wax or oil occasionally to maintain finish, if desired
  

🛋️ How do I care for fabric-upholstered furniture?

• Vacuum weekly using a soft upholstery brush
  
• Rotate and fluff cushions regularly   
• Spot-clean with water or a fabric-safe upholstery cleaner (always test first)   
• For deep stains, we recommend professional cleaning
  
• Avoid overexposure to direct sunlight which may cause fading over time
  

🧺 How do I care for rugs?

• Vacuum regularly on a low-power setting (without brush roll)  
• Rotate every 6–12 months to ensure even wear 
• Spot-clean with a gentle wool-safe detergent as needed
  
• Avoid prolonged exposure to moisture or damp floors
  
• Consider a rug pad to prevent slipping and extend life
  
• Professional cleaning is recommended annually or as needed
  

📦 Will I receive care instructions with my order?

    Yes — every product ships with a printed care card that outlines best practices for that material category. If you need additional guidance, you can always contact us or reference this FAQ.  

🧪 Can I request material samples?

    Yes. For many upholstery options, finishes, or stone types, we can send samples to help you confirm your selection before purchasing. Sample availability may vary depending on the product and country of origin. To request a sample, email us with the subject line: “Sample Request – [Product or Material Name]”.  

Payments & Security

💳 What payment methods do you accept?

    Luzione offers a seamless, secure checkout experience. We accept:  

• Visa, MasterCard, American Express, Discover
  
• Apple Pay & Google Pay (mobile and browser-compatible)
  
• PayPal and PayPal Credit
  
• Shop Pay (including Shop Pay Installments for U.S. customers)
  
• Bank transfers (for approved large or international orders)
  

🧾 Can I receive a custom invoice or pay manually?

    Yes. If you’re working with a designer or purchasing a curated bundle, we will send you a secure, private payment link via Shopify. For large-scale or international orders, we can also prepare a custom invoice or accept wire transfers. Simply let your designer or our concierge team know during the process.  

🔐 Is the checkout secure?

    Absolutely. All transactions are processed through Shopify Payments and protected by bank-level encryption. Your credit card details are never stored on our servers, and we do not share your personal information with third parties.  

⚠️ What if I have an issue during checkout?

    No problem. Please email hello@luzione.com with the subject line: “Payment Support – [Your Name]”. We’ll respond within 24 hours to resolve the issue and can generate a direct payment link for you if needed.  

💼 Do you offer payment plans?

    Yes. Eligible U.S.-based customers can use Shop Pay Installments at checkout to split payments interest-free over time. For trade clients or larger projects, we may be able to arrange phased billing upon request. Contact us to explore available terms.  

➗ Can I split payment between two cards?

    Shopify currently allows one payment method per transaction. If you'd like to split payment, we can assist manually by creating separate invoices or breaking your order into two parts.  

🌍 Will I be charged tax or duties?

    Sales tax is applied at checkout based on your shipping address. For international orders, duties and import taxes may be included or invoiced separately after purchase, depending on the country. If you have specific questions about international charges, feel free to email us at hello@luzione.com.  

🎁 Can I order a gift or remove pricing from the shipment?

    Yes. If you’re sending a gift, you can note this at checkout or email us with the subject line “Gift Order – [Order # or Name]”. We’ll remove pricing from the packaging and can include a handwritten note if requested.  

📆 Can I place an order now and ship it later?

    Absolutely. Just let us know your preferred delivery window during checkout or by emailing us. We can coordinate delayed production, shipment, or storage to align with your renovation, move-in date, or travel plans.  

Trade & Design Partnerships

🤝 Do you work with trade professionals or interior designers?
 
Yes, we partner closely with interior designers and trade professionals. Our Trade Program offers up to 30% off, with tiered discounts based on your annual spend. Whether you're furnishing a single residence or multiple spaces, we’re here to support your creative and budgetary needs. To apply, email hello@luzione.com with your project overview and firm details.
 

🏗️ What support do you offer for large or complex projects?
 
For multi-unit developments, hospitality concepts, or highly customized needs, we collaborate with our manufacturing partners to explore feasible solutions. From material adaptations to logistics coordination, we’ll do our best to support your vision — or refer you to trusted contacts within our partner network when needed.
 

🎯 What’s your approach to working within the design industry?
 
We believe in complementing—not competing with—great design talent. While our platform focuses on streamlining access for end customers, we actively welcome collaboration with professionals who align with our values of beauty, quality, and functionality.
 

🛠️ How do you make things easier for designers and firms?
 
Our system is designed with professionals in mind:
• Access to a curated catalog with optional customization
• Transparent lead times and direct supplier communication
• Tiered trade discounts (up to 30%) based on yearly purchases
• Optional white-glove delivery and logistics support
• Dedicated point of contact for project needs

• Commission Opportunities – Designers can earn a commission when collaborating with clients through our Design Lab.
•    
• Bundle Customization – Designers can co-create bundles for their clients using our form and CAD integration tools.
  
• Logistics Management – Our fulfillment network includes import/export coordination, white glove delivery, and assembly services
  

✨ What's your ultimate offer to the design world?

    We treat every designer and firm with the same care, quality, and service we offer our customers. Our furniture is handcrafted. Our shipping is handled by professionals. And our bundles are meant to simplify even the most complex projects.  

    If you’re looking for a no-fuss, high-touch experience with stunning results — we’re here.  

Communication, Chatbot, and Contact Guide

📬 What Communication Should I Expect?

Once your order is placed, here’s how and when we reach out:

1. Confirmation Email: includes a summary and your estimated production + shipping window.
   
2. U.S. Arrival Notification: once the item clears customs, we email you a tracking number + partner assignment. 
3. Delivery Notification: you’ll receive both an email and text with your:      

   
   

   • Delivery date (2–3 day window from port arrival)
     
   • Time window (e.g., 10am–1pm)
     
   • Reschedule link to pick a preferred date if needed
     
      
   

    You can always check the status by asking the chatbot: “Where is my order?” or “Can I reschedule delivery?”  

💡 Pro Tip:

Start with the chatbot for 24/7 assistance. If you reach a dead end or prefer human help, just say “Talk to support” or “Create support case”.

🧠 Behind the Scenes

    All chatbot inputs (returns, issues, new leads, design requests) are logged in Airtable and reviewed by our escalation team. If your request involves:  

• Returns – we verify images and conditions 

• Warranty – we check timestamps and product eligibility

• Delivery Rescheduling – we work with our fulfillment partner to realign your date

• Sales – you’ll receive a formal quote link or follow-up