Shipping policy
SHIPPING POLICY
This Shipping Policy governs the preparation, handover to the carrier and delivery of orders placed on the website www.lucy3dlab.it.
The seller is:
Lucy 3D Lab di Lucia Infantozzi
Sole proprietorship
Address: Via Libertà IIIª Traversa Sinistra 6, 80055 Portici (NA), Italy
VAT number: 11049351213
Email: admin@lucy3dlab.it
1. Shipping area
Lucy 3D Lab ships to Italy and European Union countries.
Orders for delivery to non-EU countries are not currently processed, unless otherwise communicated in writing and specifically accepted by Lucy 3D Lab before the order is placed.
Any territorial restrictions, additional costs or inability to ship to certain locations will be indicated to the customer before the order is finalised or communicated promptly if they arise after purchase.
2. Order preparation
The products sold by Lucy 3D Lab are accessories, components and manually modified boxes, often manufactured, assembled or prepared after the order is received.
For this reason, each order may require up to 7 working days of preparation before being handed over to the carrier.
The preparation period begins upon confirmation of the order and receipt of payment, unless otherwise stated on the product page or communicated to the customer.
Preparation times are separate from the carrier’s transit times: the order is dispatched after preparation has been completed.
3. Handover to the carrier
Once the order has been prepared, Lucy 3D Lab books the shipment with a carrier and hands over the parcel to the collection point, locker, drop-off point or logistics service available for the destination and type of order.
Shipments are normally arranged on working days. To reduce the risk of parcels being held or remaining unnecessarily at carrier depots, Lucy 3D Lab may prefer to hand over shipments during the first days of the working week.
If an order is completed or prepared close to the weekend, the shipment may be handed over to the carrier on the next available working day.
4. Delivery times
After handover to the carrier, delivery times depend on the appointed carrier, the destination, the time of year and any external circumstances beyond Lucy 3D Lab’s direct control.
The customer will receive shipping information by email and, when available, a tracking number to monitor the delivery status.
Delivery dates indicated by the carrier or tracking systems are estimates provided by the carrier and may change.
Lucy 3D Lab undertakes to process orders without unjustified delays and, unless specifically agreed otherwise with the customer, within the time limits laid down by applicable distance-selling legislation.
5. Tracking number
When the shipment is created, the customer receives an email containing the tracking number, if available.
Tracking allows the customer to monitor the progress of the shipment directly through the appointed carrier’s website or system.
In some cases, tracking information may not be updated immediately: this may occur when the label has been created but the parcel has not yet been scanned by the carrier or logistics point.
6. Shipping costs
Shipping costs are displayed in the cart and/or during checkout before the order is finalised.
The customer can check the total order cost, including any shipping charges, before proceeding with payment.
No additional shipping costs are applied after the order is finalised, unless the customer subsequently requests a change of destination, a new shipment, a different service or special handling not included in the original order.
7. Delivery address
The customer is responsible for entering a correct and complete delivery address, including first name and surname, street, building number, unit number, postcode, city, province, country, telephone number and any information useful to the carrier.
Lucy 3D Lab is not responsible for delays, parcels being held or failed deliveries caused by incorrect, incomplete or outdated information provided by the customer.
If the parcel is held in storage, additional storage charges will be incurred and borne entirely by the purchaser due to failure to collect the parcel or the recipient’s absence on the agreed delivery day.
If the parcel is returned to the sender due to an incorrect address, the recipient’s absence, failure to collect, expiry of the storage period or another cause attributable to the customer, Lucy 3D Lab will contact the customer to discuss a new shipment. The costs of the new shipment may be charged to the customer.
8. Failed delivery, delays or problems with the carrier
In the event of a delay, tracking that is not progressing, failed delivery or shipping irregularities, the customer may contact Lucy 3D Lab at admin@lucy3dlab.it, providing the order number and tracking number.
Lucy 3D Lab will check the situation with the carrier or logistics service used and provide the customer with the available information.
Any delays due to the carrier, strikes, weather conditions, periods of high logistics traffic, technical problems, inspections, sorting errors or force majeure are not directly attributable to Lucy 3D Lab. In all cases, Lucy 3D Lab will work with the customer to handle the situation as appropriately as possible.
9. Damaged or tampered parcel
Upon delivery, the customer is asked to check the external condition of the parcel.
If the parcel is visibly damaged, open, crushed, wet, tampered with or otherwise abnormal, the customer is asked, where possible, to accept the parcel subject to reservation.
In the event of a damaged parcel or a product received in a damaged condition, the customer must contact Lucy 3D Lab at admin@lucy3dlab.it, providing the order number and attaching clear photographs of the outside of the parcel, the internal packaging and the product received.
Prompt reporting helps Lucy 3D Lab initiate any enquiries with the carrier and handle the problem properly, without prejudice to the rights granted to the consumer under applicable legislation.
10. Transfer of risk
For orders placed by consumers, the risk of loss of or damage to the goods passes to the customer only when the customer, or a person designated by the customer other than the carrier, takes physical possession of the products.
If the customer independently chooses a carrier not offered by Lucy 3D Lab, the risk may pass to the customer as soon as the parcel is handed over to the carrier chosen by the customer, in accordance with applicable legislation.
11. Undeliverable orders or inability to fulfil orders
If, after the order is placed, it becomes apparent that one or more products cannot be prepared or shipped due to material unavailability, technical problems, logistical constraints or other objective circumstances, Lucy 3D Lab will promptly inform the customer.
In such cases, the customer may choose, where possible, between:
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waiting for a new preparation or dispatch date;
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replacing the product with another available item, subject to any necessary adjustment for the price difference;
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receiving a refund of the amount paid for the unavailable product.
12. Artisanal products, modified boxes and packaging
Many Lucy 3D Lab products are manufactured using 3D printing or modified manually. Manually modified boxes may include base containers purchased from third-party suppliers and subsequently modified with 3D-printed accessories.
Each order is carefully packaged according to the type, dimensions and fragility of the products.
As these products are handmade, 3D-printed or manually assembled, there may be minor differences in appearance or finish between individual products. Such differences do not affect the normal functionality of the product, except in specific cases.
13. Contact details for shipping assistance
For any questions regarding shipping, tracking, delivery or problems with the carrier, the customer may contact Lucy 3D Lab at:
The following information must always be provided:
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first name and surname;
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order number;
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email address used for the purchase;
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tracking number, if already received;
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a description of the problem.
14. Relationship with other policies
This Shipping Policy supplements the Terms and Conditions of Sale, the Returns and Refunds Policy, the Legal Notice and the Privacy Policy published on the website www.lucy3dlab.it.
For returns, refunds, the right of withdrawal, personalised products, products sealed for health or hygiene reasons and the legal guarantee of conformity, please refer to the relevant policies available on the website.