Luzione Customer Service, Experience & Support Guide

🛒 Ordering

Ordering with Luzione is designed to be intuitive, secure, and flexible. Whether you’re purchasing a curated bundle or building a fully customized piece, we’ve streamlined every step to match our white-glove standard.

A. How to Add Items to Your Cart

From any product page, simply select your preferred options (finish, size, material, etc.) and click “Add to Cart.” You can access your cart from the top right corner of the website to review, edit, or proceed to checkout.

B. How to Select Customizations

Most products on our site allow for easy customization directly within the Shopify interface:

• Select your ideal color, finish, size, or upholstery from the dropdown menus on the product page
• If you are designing a full room or want professional guidance, visit our Design Lab to book a style session
• We can send material samples upon request — just email us with the subject line: “Sample Request – [Material Name]”

C. How to Purchase

Once your selections are ready, proceed to our secure checkout powered by Shopify. All transactions are encrypted and PCI-compliant.

We accept the following payment methods:

• Visa, MasterCard, American Express, Discover
• Apple Pay, Google Pay
• PayPal and PayPal Credit
• Shop Pay (including Shop Pay Installments for eligible U.S. customers)
• Manual bank transfer (for large custom projects or international quotes)

D. Requesting a Formal Quote

If you're working on a large or complex project (multi-room, hospitality, or custom bundles), you can request a tailored quote. Please email hello@luzione.com using the subject line: “Project Quote – [Your Project Name]”. We’ll reply within 24 hours with pricing and next steps.

E. Order Confirmation

After purchase, you’ll immediately receive an email confirmation that includes:

• A summary of your order
• Estimated production and delivery timeline
• Instructions for how to contact support or adjust delivery preferences

From there, we will keep you informed with updates at every milestone—from production status to shipping and final delivery scheduling.

If you need to cancel or modify your order, you may do so within 24 hours by emailing hello@luzione.com with the subject line: “Order #[...]: Cancellation Requested”.

📦 Order Intake & Fulfillment Process

Once your order is placed and payment is confirmed, your project moves into the Luzione fulfillment system — a carefully coordinated process between our European ateliers, logistics partners, and concierge team. Here’s what to expect after checkout:

A. Order Specifications Received

Your customization details and selections are securely transmitted to the appropriate manufacturer(s) in Türkiye or Italy. Each artisan partner receives a copy of your order specifications, design notes, and production timeline.

B. Payment Confirmation & Production Release

Once payment clears, we release your order into production. At this stage, materials are allocated and your piece begins its handcrafted journey — often across multiple ateliers if your bundle includes products from different regions.

C1. Production Begins & Finishes

Your item is handcrafted according to the specifications provided. Depending on complexity and queue timing, this can take anywhere from 3 to 13 weeks. We maintain direct communication with the artisans and will update you if timelines change.

C2. Pre-Shipment Photo Review (Supplier-Dependent)

As part of our quality control process — and our sustainability mission — we offer photo confirmations before shipment for most made-to-order pieces. This step is offered when supported by the supplier, and it ensures your furniture meets expectations before leaving the atelier.

You’ll receive detailed images of your completed item(s) showing color, material, finish, and any custom details. This gives you a final chance to confirm that everything looks perfect — and also allows you to get excited seeing your new piece come to life.

You will have 48–72 hours to reply to the email confirming that you’re happy with the result or noting any concerns. If we do not receive a reply within this timeframe, we will move forward with export and packaging.

This step helps prevent unnecessary returns, conserves global freight resources, and ensures your space is only filled with what you truly love.

D. Packaging & Export Handoff

Once approved, your item is packaged securely — often in wooden crates or reinforced cartons — based on the material and fragility. A shipping manifest is generated and submitted to our fulfillment partners, who manage international freight and customs clearance.

E. Import, Customs, and Tracking Notification

When your shipment arrives in the U.S., our team handles import clearance and customs documentation on your behalf. Once cleared, we assign your delivery to our white-glove partner RXO and email you a tracking link with your estimated delivery window.

You’ll also have the opportunity to select delivery days or email us to request specific dates/times that better suit your schedule. Just reply to your tracking email using the subject line: “Order #[...]: Request Alternate Delivery Time”.

F. Delivery Rescheduling Option (1–2 Days Before Arrival)

We’ll send a reminder email and/or SMS 1–2 days before your scheduled delivery window. That message includes a link to reschedule or adjust the time if needed.

G. White-Glove Delivery Day

On the day of delivery, our trained RXO team will arrive during your confirmed time window. They will carry out a white-glove service, which includes:

• In-home placement of your furniture
• Assembly (if required)
• Debris removal, if requested
• Access coordination with elevators, restricted buildings, or special requirements

If your building requires a Certificate of Insurance (COI), email us in advance with subject line: “Order #[...]: COI Request” and we will coordinate the paperwork with RXO.

⚠️ Issues & Resolutions

While we aim for perfection, furniture is a global, handcrafted process — and a small number of issues may occur. Below is an overview of common situations and how we work to make things right, quickly and respectfully.

🔧 Order & Product Issues

• Wrong Item Delivered
  We will coordinate immediate pickup and re-delivery of the correct item at no cost. Please notify us within 48 hours of delivery.
• Missing Item or Accessory
  If a part of your order is missing, we will confirm with the supplier and ship the missing item promptly.
• Item Arrived Damaged
  If damage is reported within 48 hours (with clear photos), we will arrange a replacement, repair, or refund depending on severity and product availability. All deliveries are insured, and we handle claims on your behalf.
• Color, Grain, or Finish Looks Different Than Expected
  Many of our pieces feature natural materials such as wood, stone, or hand-dyed textiles. Variation is expected — but if a product seems inconsistent with your order, we will review your photos and escalate to the supplier if needed.
• Incorrect Size or Customization
  If we made a mistake in production, we’ll remake or replace the item. If the error was on the customer's side, we’ll do our best to assist — but standard return policies apply.

📦 Return & Cancellation Requests

• Cancellation After 24 Hours
  Orders can only be cancelled within 24 hours. After this point, production begins and materials are committed. If you need to cancel later, we may be able to convert your order to store credit depending on status.
• Return Request (Non-Custom Items Only)
  All items, unless noted otherwise, require a 35% restocking fee. Eligible items may be returned within 14 days if unused and in original packaging. A $250 restocking fee applies. If packaging is missing, a $250 repackaging fee also applies.
• Exchange Requests
  We do not offer direct exchanges. You may return an eligible item and place a new order separately.

🚚 Delivery & Access Issues

• Missed Delivery or Not Home
  The first two delivery attempts are complimentary. A $200 redelivery fee may apply on the third failed attempt. Please ensure someone is available or reschedule in advance using the link we provide.
• Building Requires COI or Has Restricted Access
  Email us with the subject line “Order #[...]: COI Request” and we’ll prepare the paperwork with RXO. For difficult access (e.g., spiral staircases), let us know ahead of time.
• Delivery Delay
  If production or freight delays occur, we’ll keep you informed. If your shipment is delayed by more than 2 weeks, we may offer courtesy compensation.

🛠 Warranty & Functional Issues

• Product Malfunctions or Breaks Within Warranty
  Covered under our 1-year structural warranty. We’ll send a replacement part, coordinate a repair, or provide a full replacement depending on the issue.
• Warranty Issue After 1 Year
  Cases are evaluated individually. We may offer paid repairs or partial support depending on usage and product condition.
• Assembly Error
  If the issue is due to improper setup by our white-glove team, we will send a technician to resolve it at no cost.

💬 Communication or Technical Issues

• No Order Updates Received
  Check your spam folder or contact us to resend your confirmation and delivery emails.
• Rewards Missing or Not Redeeming
  We will manually adjust your rewards balance or reissue gift cards if there’s any system error.
• Payment Error or Checkout Issue
  If payment fails, we will send you a secure payment link manually. Refunds are processed within 5–10 business days.

If your issue isn’t listed here, or you’re unsure how to proceed, please contact us at hello@luzione.com or speak to our chatbot. We're here to help — always.

🛡️ Critical Warranty Information

At Luzione, we stand behind the craftsmanship, structure, and integrity of the items we sell. Every item purchased through our platform includes a minimum 1-year limited structural warranty that covers craftsmanship issues not related to wear and tear.

🔩 What Our Warranty Covers

• Frame or structure defects (cracking, warping, breakage)
• Major manufacturing flaws or defects in joints, welding, or finish
• Improper assembly performed by our delivery team
• Failure of internal mechanisms (e.g., extension table glides) within the covered period

🧵 What It Doesn’t Cover

• Wear and tear, scuffs, or scratches resulting from normal use
• Damage from improper care or cleaning
• Warping due to water exposure, direct heat, or improper installation
• Issues arising from self-assembly or modification post-delivery
• Natural variation in wood grain, veining, stone pattern, or dye lots

🛠 Items Manufactured by Our Partners

Many of our products are sourced from globally renowned suppliers, each of whom may offer different warranty durations and coverage. In those cases, Luzione honors the manufacturer’s official warranty, and we act as your advocate to ensure it is fulfilled.

Should an issue arise with a partner-supplied product, we will:

• Initiate the warranty claim with the supplier
• Provide translation and documentation support (where needed)
• Coordinate repair, replacement, or credit solutions on your behalf

📝 How to Start a Warranty Claim

To begin a claim, email us at hello@luzione.com using the subject line:
“Order #[...]: Warranty Claim”.

Please include:

• Order number
• Date of delivery
• Photos and a short description of the issue

Our team will review and respond within 48 hours with next steps. If your claim is approved, we’ll coordinate repairs, replacement parts, or next-steps with either Luzione or the manufacturer.

We’re committed to ensuring your furniture lives beautifully — and we will always advocate on your behalf to make things right.

↩️ Returns & Exchanges

We curate and build every piece at Luzione with precision and intention. While our goal is that you fall in love with your furniture the moment it arrives, we understand there may be rare occasions when a return is necessary.

📦 Return Eligibility

Returns are accepted for non-custom, non-final-sale items within 14 days of delivery, provided the item is:

• Unused and undamaged
• In its original packaging
• Returned with prior authorization from our team

💰 Fees & Costs

• Restocking Fee: $250 (applies to all eligible returns)
• Repackaging Fee: Additional $250 if original packaging is missing or unusable
• Return Shipping: Covered by Luzione; we coordinate white-glove pickup with our partners

Once your item has been inspected and approved, refunds will be issued to your original payment method within 10–14 business days, minus any applicable fees.

🚫 Non-Returnable Items

The following items cannot be returned:

• Customized or made-to-order items (fabric, finish, or dimension modifications)
• Final-sale items or clearance products
• Items damaged after delivery due to misuse or improper care

🔄 Exchanges

Luzione does not offer direct exchanges. If you would like to replace an item, please follow the return process above, and place a new order at your convenience.

📨 How to Initiate a Return

Email hello@luzione.com using the subject line:
“Order #[...]: Return Request”

Please include:

• Your full name and order number
• The item(s) you’d like to return
• The reason for your return (optional, but appreciated)

Our team will confirm eligibility and coordinate the next steps, including packaging requirements and pickup scheduling.

We’re here to support you every step of the way — from order to return — with respect, efficiency, and grace.

🚪 Preparing for Delivery

Every Luzione order arrives with care, precision, and presence. Our white glove delivery experience is designed to be seamless — but a smooth arrival begins with thoughtful preparation.

🤍 What to Expect on Delivery Day

We partner with trusted white glove logistics teams to ensure your pieces arrive in perfect condition and are set up exactly where you want them. This service typically includes:

• Room-of-choice delivery (up stairs, elevators, or across homes)
• Full assembly for most furniture (sofas, tables, shelving, etc.)
• Unpacking and disposal of packaging materials
• Final placement and light adjustments if needed

While our teams handle the heavy lifting, we recommend being home at the time of delivery to guide placement, check for any issues, and enjoy the moment your space transforms.

📋 Before We Arrive — Your Delivery Readiness Checklist

• Measure your space: Confirm that your item(s) can fit through all doorways, elevators, stairwells, and hallways
• Clear the path: Remove fragile items, rugs, or obstacles along the delivery path
• Protect your flooring: While our teams take precautions, delicate materials (like marble or light carpet) may benefit from temporary protection
• Secure pets & children: Delivery teams may be carrying large or heavy items — ensure safety for all household members
• Have your phone on: Our delivery partner will text or call with ETA updates

📆 Delivery Windows & Rescheduling

Once your order clears customs, we’ll email you a tracking link with options to choose your ideal delivery date and time window. If you have restricted availability (specific weekdays or time slots), email us at hello@luzione.com as soon as your tracking link is received.

If your schedule changes after confirming a delivery slot, you’ll receive a reminder message 1–2 days before delivery with a link to reschedule. The first two attempts are always complimentary. A third failed delivery may trigger a $200 re-delivery fee.

📦 What’s Not Included

• Wall mounting, electrical work, or drilling
• Removal of old furniture
• Special equipment rentals for extremely narrow or high-access spaces (available upon request)

If your building has strict delivery requirements (insurance, certificate of delivery, etc.), please inform us early so our team can coordinate appropriately.

From Italy to your home, our promise is simple: every piece arrives ready to live in — beautifully, effortlessly, and fully supported.

🪵 Our Furniture Philosophy

At Luzione, we do this because we believe in making something truly worth having — pieces that are beautiful, durable, and deeply considered. We’re not here to flood homes with trends. We’re here to deliver lasting value, with craftsmanship that holds up for decades, and service that reflects real human care.

🌍 Sustainability That Actually Means Something

Our commitment to sustainability isn’t a slogan — it’s baked into every step of our process. We work with natural, responsibly sourced materials wherever possible. We produce most items on demand to reduce waste. And we coordinate regional shipping to minimize transport emissions while keeping your costs fair.

Durable, well-made furniture that lasts 10, 15, even 20 years makes a real difference. For the environment. For your space. For how you feel about what you buy.

📦 We Care About How It Feels to Buy From Us

Our goal is to provide the best customer experience we possibly can. That means:

• Transparency about timelines, options, and what to expect
• Clear and human support when things get complicated
• Packaging and delivery methods that keep your item safe and your home respected

We understand this is a significant purchase. It’s a commitment. And for every customer who chooses Luzione, we want you to know that trust matters to us. We don’t take it lightly.

❤️ We Do This With You in Mind

We try to navigate every situation with care — balancing our need to run a sustainable business with our desire to treat every customer as we would want to be treated.

And when your order is complete, our loyalty program is one way we give back. We hope the rewards you receive — whether it’s a quiet coffee or a weekend trip — bring you joy, peace, or perspective. Because we believe good design should leave a mark beyond the material.

🌱 A Better Way to Live

We live in a world of limited time, limited resources, and rising expectations. At Luzione, we aim to give you the best of all worlds — timeless design, sustainable production, and a living experience you can feel good about.