FAQs


DELIVERY

    • WHAT ARE THE DELIVERY CHARGES?

      We offer free delivery on all orders within South Africa.

    • HOW LONG ARE YOUR DELIVERY TIMES?

      Standard delivery times are within 2-7 working days after receipt of payment. Delivery times may vary depending on delivery location. The following delivery times are given as an indication and depend on the day and time of your order. For each order placed before 12PM, Monday to Friday, you order will be shipped the same day. For orders placed after 12PM, shipping will take place the following day. Orders placed on Public Holidays/Weekends will be shipped on the next working day. 
    • DO YOU DELIVER OUTSIDE OF SOUTH AFRICA?

      Currently we do not deliver outside of South Africa through our website, however, if you wish to get delivery outside of South Africa, feel free to email us on info@houseoflucent.com and we will gladly assist you.
    • WHAT HAPPENS IF I’M NOT IN WHEN THE DELIVERY ARRIVES?

      After placing an order, you will receive an email confirming estimated delivery date. Delivery is also trackable in order for you to get an indication of when your product will arrive. However if you are out when your delivery arrives, our courier team will contact you directly to arrange for another delivery time more suitable for you.
    • CAN I CHANGE A DELIVERY ADDRESS / THE CONTENTS OF THE DELIVERY?

      Once an order has been confirmed, unfortunately no changes can be made to the order. To try get your order to you as soon as possible, we prepare and dispatch your order within hours of receiving it. However you may change your delivery details on your account for future orders.
    • HOW CAN I TRACK MY ORDER?

      You will be sent an email containing a tracking number as soon as your parcel is dispatched. You can then follow the link and track your parcel.

PAYMENT

    • WHAT METHODS OF PAYMENT ARE ACCEPTED?

      We offer various payment options through our payment provider, PayFast. You can checkout using VISA, MASTERCARD, PAYFAST INSTANT EFT, MOBICRED and MASTERPASS.

      Please note that there are strictly no additional fees charged onto you for using PayFast.
       
    • CAN I PLACE AN ORDER AND PAY ONLY ON DELIVERY?

      Unfortunately not. All orders must be placed and paid for online before they can be processed and delivered.
    • IS MY PAYMENT SECURE?

      Yes, payments are 100% secure. Transactions are secured by our payment partner, PayFast. PayFast  use Extended Validation SSL with 2048-bit encryption. 3D Secure is an extra layer of security in using your credit card for online transactions. For more information on security, you can visit the PayFast website here.

    • WILL MY CARD DETAILS BE RETAINED?

      We do not retain or store any card details on our website. Your card details are entered directly into the secure servers of PayFast.
    • HOW DO I GET AN INVOICE FOR MY ORDER?

      Once you have placed and paid for your order, you will receive an email with your invoice attached.
    • HAVE YOU RECEIVED MY PAYMENT?

      You will be notified via email as soon as we receive and process your payment.

PRIVACY

    • PROTECTION OF PERSONAL DATA?

      We collect only the information we need to process your order. We treat your private information with the utmost confidentiality and never disclose it to any third parties.
    • DON'T WANT TO RECEIVE OUR NEWSLETTER?

      To stop receiving newsletter, you can click the unsubscribe button on your latest email containing our newsletter.

PRODUCTS

    • WHAT HAPPENS IF A PRODUCT IS SOLD OUT?

      Depending on the success of a style, we will try to restock as soon as possible. Generally items that are out of stock will be removed from our website.
    • IS THERE A SIZE GUIDE?

      Yes, you may view a sizing guide here. We also provide the models measurements and what size she wears for each product in order to give you a better idea of the fit of the style displayed.
    • WHAT HAPPENS WHEN I ORDER AN ITEM THATS ON PRE-ORDER?

      Products that are on pre-order may be ordered with other items, but will only be delivered when they are available. Pre-order items have varying delivery dates that are shown on the product description of the item.

RETURN

    • HOW DO I RETURN AN ITEM?

      To return an item, you will need to fill out our refunds/returns form found on our here, and ensure that your return meets all of the criteria set out in our Refunds and Returns policy.
    • HOW LONG DO I HAVE TO RETURN AN ITEM?

      You have 14 days from the day on which you received delivery of your item to log a return.
    • DO I HAVE TO PAY ANYTHING TO RETURN MY ITEMS?

      Items returned to us for any reason (except for defective products) will be at your own expense. 
    • HOW WILL I RECEIVE MY REFUND?

      Refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a maximum of 30 days. For more information please view our full Refunds & Returns policy here.
    • MY ITEM HAS A FAULT

      We pride ourselves with the quality of the products sent to you. However, should you find any faults despite all of our quality checks, please inform us of this problem in order for us to assist you. Please log a Refund/Return here.