Luzione Client Services & FAQ

Welcome to the Luzione FAQ — your resource for artisan procurement, spatial planning formulas, white-glove logistics, and purchasing policies.

1. About Luzione

Where are Luzione products crafted?

All Luzione pieces are produced in Southern Europe — primarily in Türkiye and Italy — through partnerships with family-owned ateliers and master artisans possessing generations of heritage in stonecraft, fine joinery, and luxury upholstery.

Is everything in the catalog made-to-order?

Yes. The majority of our catalog is crafted upon order confirmation. This on-demand model prevents overproduction waste and ensures rigorous quality control over every material cut and finish. Quick-ship items are stocked in limited quantities and explicitly labeled on product pages.

How does Luzione distinguish true luxury from high-markup styling?

We evaluate pieces strictly on structural integrity, material provenance, and joinery rather than superficial trends. To learn how to evaluate heirloom craftsmanship, explore our editorial guides:

• Real Luxury or Expensive Styling?
• Luxury Furniture Red Flags
• Investment Furniture vs. Trends: What's Actually Worth Buying

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2. Ordering & Customization

What happens after I place an order?

Once your order is processed, material allocation and artisan scheduling begin immediately. Review our comprehensive step-by-step breakdown: What Happens After You Place an Order.

Can I cancel or modify my order?

Orders may be cancelled or modified for a full refund strictly within 24 hours of placement. After 24 hours, production begins and raw materials are committed; cancellations are strictly no longer permitted past this window.

How do I order physical swatches?

To inspect materials in your home's natural light, submit a request through our Swatch Request Form. Our team will review your selection and email a secure payment link. Swatches dispatch upon payment receipt.

What is the distinction between standard catalog pieces and bespoke custom orders?

Standard catalog pieces are crafted made-to-order based on catalog specifications and are returnable under our standard return terms. However, any order featuring non-standard dimensions, custom finishes, altered layouts, or Customer's Own Material (COM) is considered a custom commission and is strictly non-returnable and non-refundable. Learn more about custom capabilities via our Custom Furniture Project Support Guide.

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3. Design, Measurement & Spatial Planning

How do I ensure a piece fits correctly in my space before purchasing?

Flawless interior scale requires calculating room flow, architectural clearances, and entryway dimensions. Access our dedicated planning resources and calculators below:

• Measurement Guide
• The Seven Measurements We Need Before Furnishing Your Room
• Coffee Table Size: The Formula Designers Use
• The Rug Size Test Every Living Room Should Pass
• How High Should Your Chandelier Hang?
• Round vs. Oval Dining Tables: Which Works Better?
• Why Pushing Furniture Against the Wall Can Ruin a Room
• Why Your Living Room Feels Disconnected
• The Real Cost of Buying the Wrong Sofa
• How to Plan a Luxury Master Bedroom System
• Why Furniture Should Be Planned Before Construction Ends

What interactive spatial tools can I use online?

Utilize our Personalized Room Planner, take our Interior Identity Quiz, or explore our complete Digital Catalog.

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4. Pricing, Value & Payment Security

How does Luzione structure pricing and import duties?

All pricing operates on a Delivered Duty Paid (DDP) basis for eligible destinations. Taxes and international customs duties are incorporated upfront into product pricing so clients experience no unexpected clearance fees. Learn more about capital allocation in our analytical guides:

• Where Your Furniture Price Actually Goes
• The $25K vs. $75K vs. $150K Living Room
• Where to Save and Where to Invest

What payment methods are accepted?

We accept major credit cards (Visa, MasterCard, American Express, Discover), Apple Pay, Google Pay, Shop Pay, and PayPal. For trade orders or high-value residential purchases, we accept bank wire transfers and issue pro-forma invoices upon request.

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5. Shipping, White Glove & Packaging Rules

What are production lead times and transit windows?

Most catalog pieces require 4 to 12 weeks for artisan production, followed by 17–24 days for U.S. transit and customs clearance.

What international destinations do you serve?

We service the contiguous United States, with dedicated logistics for Canada and Türkiye. For deliveries to Hawaii, Alaska, UAE, Japan, United Kingdom, France, or China, contact hello@luzione.com to arrange dedicated freight forwarding.

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6. Damage Inspection & Claims Protocol

What should I do if an item arrives damaged?

Inspect all items thoroughly upon delivery. If severe visible transit damage is present, refuse the delivery directly with the freight team. If concealed damage is noted after unboxing, you must report it within strict 48 hours of delivery. Read our complete instructions: What If Your Furniture Arrives Damaged.

How are damage claims resolved?

Claims reported after 48 hours cannot be accepted. Luzione is not automatically obligated to accept returns for repairable damages; we reserve the right to review claims and elect remedies such as dispatching a certified furniture medic for on-site repair, supplying replacement components, or authorizing a return.

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7. Returns, Restocking & Refund Policy

What is the return window and eligibility criteria?

Return requests for eligible standard catalog items must be submitted within 14 days of confirmed delivery. Items must be unused, undamaged, and stored in original packaging. Custom, bespoke, and COM items are non-returnable.

What fees are deducted from an approved return?

All non-defective returns are refunded directly to your original payment method minus the following deductions:

• 35% Restocking Fee: Deducted to cover warehousing re-handling and asset depreciation.
• Return White-Glove Freight: The customer is responsible for actual return freight costs, which will be quoted and deducted from the refund balance.
• Missing Packaging Penalty: If original crating or boxes are missing or damaged, a fee of $500 or 15% of the item's retail value (whichever is greater) will be deducted.

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8. Warranty, Materials & Maintenance

What warranty is provided?

Luzione-branded items carry a 1-year limited warranty covering structural integrity and manufacturing flaws. It excludes normal wear, fabric pilling, environmental exposure, and damage from improper care.

How should natural stone, hardwoods, and textiles be maintained?

Natural travertine, hardwoods, and performance textiles exhibit unique organic variations. Wipe stone spills immediately with dry cloths and avoid acidic cleaners. Clean wood using damp microfiber cloths. Vacuum upholstery weekly using soft brush attachments. For complete material guidance, consult our Product Care Guide.

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9. Trade & Professional Partnerships

Do you offer trade discounts to interior designers and architects?

Yes. Verified design professionals receive tiered trade discounts up to 15%, custom invoicing, CAD integration support, and dedicated project management. Apply or inquire directly at hello@luzione.com.

Can Luzione fulfill Certificate of Insurance (COI) requests for high-rise buildings?

Yes. If your residential or commercial building requires a COI for white-glove delivery, email building guidelines to hello@luzione.com at least 5 business days prior to dispatch.

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10. Email Contact Directory & Support Escalation

To ensure immediate routing to the appropriate department, please use the standardized email subject lines below when contacting hello@luzione.com:

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