Luzione Design House

Client Services & Fulfillment Guide

At Luzione, we believe beauty isn’t just in the finished object—it lives throughout the entire procurement journey. This guide details every phase of your experience with us: from artisan production and spatial planning to white-glove delivery, warranty protections, and issue resolution.

Whether you are acquiring a single statement piece or outfitting an entire residence, our concierge team is dedicated to providing service that is as refined and enduring as our furniture.

Guide Index

1. Contacting Luzione & Concierge Escalations
2. Order Placement, Swatches & Customization
3. The Order Intake & Fulfillment Pipeline
4. Preparing for White-Glove Delivery
5. Issue Resolution & Damage Claims Protocol
6. Structural Warranty Protections
7. Returns, Restocking Fees & Eligibility
8. Our Furniture Philosophy & Sustainability

1. Contacting Luzione & Concierge Escalations

Our client support system is engineered to provide prompt, personalized responses. To ensure your inquiry reaches the correct specialist immediately, please email hello@luzione.com using the appropriate subject line format below:

Response Standard: We respond to all correspondence within 24 business hours. Delivery day logistics and urgent damage claims are given immediate priority.

2. Order Placement, Swatches & Customization

Order Placement

Select your preferred finish, dimension, or textile configuration directly on the product page and proceed through our encrypted checkout powered by Shopify Payments. We accept all major credit cards, Shop Pay, Apple Pay, Google Pay, and PayPal. Bank wire transfers are available for trade accounts and custom quotes.

The Swatch Request Program

To ensure total material confidence, we strongly recommend reviewing physical material samples in your home's lighting prior to purchasing. Submit your required finishes through our Swatch Request Form. Our team will review your selections and email a secure payment link; swatches dispatch immediately upon payment receipt.

Standard Made-to-Order vs. Custom Commissions

Standard catalog items are produced made-to-order based on published specifications and remain returnable under our standard return terms. However, items created with bespoke dimensions, non-standard finishes, or Customer's Own Material (COM) are custom commissions and are strictly non-returnable and non-refundable.

24-Hour Cancellation Policy

Because workshop allocations begin rapidly, orders may be cancelled for a full refund strictly within 24 hours of purchase. Past this window, raw materials are committed and orders cannot be cancelled.

3. The Order Intake & Fulfillment Pipeline

Every Luzione order progresses through a disciplined procurement workflow between our European ateliers, customs logistics, and white-glove fulfillment networks:

1. Workshop Allocation: Production orders are transmitted to our master ateliers in Türkiye or Italy upon payment processing.
2. Artisan Craftsmanship (4–12 Weeks): Your piece is handcrafted according to specification. Lead times vary depending on material curing, stone carving, or textile weaving schedules.
3. Pre-Shipment Quality Review: Where supported by the atelier, high-resolution confirmation photography is taken upon completion. You will have 48 hours to review and confirm finishes before export packaging begins.
4. Export Crating & Transit: Items are secured in reinforced wooden crates or heavy-gauge cartons and handed off to our international freight carriers under Delivered Duty Paid (DDP) terms.
5. U.S. Arrival & White-Glove Handoff: Once customs clearance is complete, the shipment is transferred to our white-glove carrier partner (RXO). You will receive tracking details and a delivery scheduling contact.

5. Issue Resolution & Damage Claims Protocol

While every piece is crated for international transit, rare transport issues can occur. We manage claims with urgency and precision.

Visible Transit Damage

If severe outer damage or structural failure is visible upon delivery, refuse delivery directly with the carrier, note the issue on the delivery receipt, and notify us immediately.

Concealed Damage (Strict 48-Hour Reporting Rule)

If damage or defects are discovered after unboxing, you must email photo and video documentation to hello@luzione.com within strict 48 hours of delivery. Construction delays or unopened boxes sit at client risk; claims submitted past 48 hours cannot be accepted.

Claim Remedy Discretion

Luzione evaluates all damage claims on a case-by-case basis. We are not automatically obligated to accept returns for repairable issues. Upon evaluation, Luzione reserves the right to determine the appropriate remedy, which may include dispatching a certified local furniture technician for on-site restoration, supplying replacement components, or authorizing a return.

6. Structural Warranty Protections

Every Luzione-branded product includes a 1-year limited structural warranty starting from the confirmed delivery date.

Warranty Coverage Scope

• Covered: Frame and joinery defects, structural cracking, base instability, and manufacturing assembly flaws.
• Excluded: Normal wear and tear, upholstery pilling, sun fading, natural stone veining variations, water damage, improper chemical care, or modifications performed post-delivery.

Partner Warranties: For items manufactured by partner design houses, Luzione honors the supplier's official warranty terms and acts as your advocate throughout claim management.

7. Returns, Restocking Fees & Eligibility

Return requests on eligible standard catalog items must be submitted within 14 days of confirmed delivery. Items must be unused, undamaged, and stored in original packaging.

Restocking & Logistics Deductions

Approved returns are refunded to your original payment method within 7–10 business days following warehouse inspection, subject to the following deductions:

• 35% Restocking Fee: Deducted from the item subtotal to cover capital re-processing and asset depreciation.
• Return White-Glove Freight: Billed directly to the client based on location and deducted from the refund balance.
• Missing Packaging Penalty: If original crates or cartons are missing or unusable, a fee of $500 or 15% of retail value (whichever is greater) is deducted.

Ineligible Items

Custom or bespoke items, COM orders, clearance pieces, and items returned without original packaging or prior photo authorization are strictly non-returnable.

8. Our Furniture Philosophy & Sustainability

Luzione is founded on the conviction that true luxury respects both human craftsmanship and environmental longevity. We reject fast-furniture cycles in favor of on-demand European production, eliminating warehouse overstock and unnecessary material waste.

By pairing responsibly harvested timber, natural stone, and low-VOC finishes with classic joinery, we deliver pieces designed to enrich interior spaces for decades. We thank you for choosing design that endures.