Shipping policy

Luzione Shipping Policy

Luzione offers white glove and standard shipping options for all eligible orders, designed to ensure your pieces arrive safely and beautifully. Please read the following terms to understand how our shipping process works.

Shipping Methods & Packaging Retention

• White Glove Delivery: Included in the purchase price of eligible larger furniture pieces. This service includes in-home placement to your room of choice, assembly, and unboxing.
  CRITICAL WARNING: White glove delivery teams naturally offer to haul away packaging. You MUST explicitly instruct the delivery crew to leave all original boxes, crates, and packaging on your property. Original packaging is strictly required to preserve your return eligibility.
• Standard Curbside Delivery: Items are delivered to the building entrance or curbside, depending on access.
• Freight and Specialty Shipments: Larger or exceptionally fragile items are shipped via insured freight with specialized handling protocols.

Lead Times & Timelines

Most of our catalog items are made-to-order to ensure artisan-level craftsmanship and require between 4 to 12 weeks for production. Ready-to-ship items may dispatch sooner. Estimated lead times are displayed at checkout or on the product page and are subject to change due to material availability, seasonal production schedules, or partner logistics.

• Production Time: Begins once your order is confirmed and payment is processed.
• Transit Time: Typically 17-24 days for U.S. deliveries after production is complete. International delivery times vary by location.
• Delivery Coordination: Once your piece is ready, we’ll coordinate a delivery window that works for you, especially for white glove orders.

Shipping Areas & International Logistics

We currently ship across the contiguous United States. For orders shipping to Hawaii, Alaska, or U.S. territories, we are in the process of establishing dedicated freight forwarding and fulfillment services—please contact us for coordination in the meantime.

We also accept orders from Canada and Türkiye and will personally coordinate shipping logistics, duties, and delivery timelines for each order.

Customers in the UAE, Japan, the United Kingdom, France, and China are encouraged to reach out to us before purchasing. While we are not yet offering full automated international shipping to these regions, we are happy to explore custom shipping solutions on a case-by-case basis.

Duties & Taxes

All prices on our site include applicable taxes and import duties. We operate on a Delivered Duty Paid (DDP) basis, meaning no surprise fees at customs for U.S. and select international customers.

Damages, Inspection & Delays

• Inspection at Delivery: Please inspect your piece thoroughly while the delivery team is present. If severe visible transit damage is noted, you should refuse delivery directly with the carrier.
• Concealed Damages (Strict 48-Hour Rule): If damage or a defect is discovered after delivery, you must notify us at hello@luzione.com within 48 hours of delivery with clear photos and videos. Construction delays or unboxed items sitting in storage do not extend this 48-hour window. Luzione will review the claim to determine the best resolution, such as deploying a professional furniture medic for on-site repair, replacing parts, or authorizing a return.
• Carrier Delays: Delays caused by carriers, customs, or global supply chain disruptions (such as strikes or port congestion) are outside of Luzione’s direct control. We will keep you informed throughout the process and advocate on your behalf.

Delivery Access & Missed Appointments

Before delivery, please ensure that the space is ready and that the item can safely fit through hallways, doorways, elevators, and staircases. Delivery partners will not remove doors or make structural adjustments. If an item cannot be delivered due to fit or access issues, the shipment will be treated under our standard return policy and subject to our 35% restocking fee and return freight deductions.

Missed delivery appointments during an agreed window may incur re-delivery fees charged by the carrier. If you need to reschedule, please notify us at least 48 hours in advance.

Tracking & Notifications

Once your item ships, you’ll receive tracking details or be contacted by our delivery team to schedule a date. For status updates, you can reach out to us at hello@luzione.com.

Questions?

If you have any questions about your shipment, delivery eligibility, or special requests, please contact our team at hello@luzione.com. We’re here to help.