CUSTOMER SERVICE

Here Answers On Your Questions

HOW TO SHOP

OUR PRODUCTS
UMBERTO LUCE On line store is the official online retailer of UMBERTO LUCE and offers a selection of high end men’s shoes. All our footwear is produced in Mexico from quality materials, with know-how and experience, skillful technique and a considerable touch of craftsmanship.

As an official online distributor of UMBERTO LUCE, we guarantee for the authenticity of our products.

If you need our help to make your purchases, choose the right size and fitting or arrange a return, please contact us by e-mail at:

[email protected]

If you need to contact us by telephone, please call at +52 477 380 0259.

SIZING
All UMBERTO LUCE shoes come in US sizes. To make sure you order the best suitable size, please read carefully our Sizes and Fitting chart.
PACKAGING
The shoes are packed in our Umberto Luce branded boxes and re-packed in neutral carrier bag to protect the original box. Every box contains, besides the shoes.
HOW TO SHOP
Many of the shoes on this website are photographed with trees in. However, the trees are not included in the package, as for the moment we are not offering trees.

We tried to do our best to display the colors of our products on this website. But since computer monitors vary, we cannot guarantee that your computer’s monitor will display colors accurately.

TRACKING YOUR ORDER
Please register with us if you want to track your orders and manage your order history.

Save your shipping, billing address and contact information for making next purchases faster.
Registered customers who have previously purchased from us will be the first to benefit from future special offers.

PRIVACY
All customer data are saved and processed by Mexican in accordance with the relevant data protection laws. In particular, personal data are being collected, saved, and used exclusively for the purpose of processing the order or with your explicit consent. Addresses and ordering data can be collected by us and used for internal marketing purposes. We do not store your personal data longer than it is absolutely necessary.

In case you would prefer your personal data not to be used for marketing purposes, simply inform us by post, fax or email at [email protected] Upon receipt of your notice, we will only use, process and transmit your data in order to process your order. Your information will not be used for any other purpose.
We do not forward your personal data to third parties except with regard to our payment service subcontractor, which requires the transfer of data to process the order. The scope of the data transfer is restricted to the required minimum.

Like many other websites, we use ‘cookie’ technology to collect website usage data in order to improve our services to you and to make our web shop user-friendlier. Most Internet browsers accept cookies automatically. You can set your browser, by editing its options, to stop accepting cookies or to prompt you before accepting a cookie from the websites you visit.

SHIPPING

SHIPPING OPTIONS
Depending on your shipping destination, we offer courier services through UPS  or DHL This shipping option is available for orders up to 10 items, which will be invoiced and shipped together.
The duration and costs of your delivery depend on the destination and can be seen in your Shopping Bag.

IMPORTANT DELIVERY INFORMATION
The purchase contract between you and UMBERTO LUCE Web Shop becomes effective upon the dispatch of the merchandise that has been ordered by you. By submitting the order form on our Website, you make a binding offer to us to conclude the purchase contract. Your order has been placed once you have entered all information required for the ordering process and sent us the order form by clicking on ‘Go to Checkout’. We dispatch orders within 29 working days after we have confirmed your order. The estimated runtime for your delivery starts from the moment you receive an e-mail confirmation stating that your parcel has been dispatched. If you are not at the shipping address you have provided, when the delivery is made, make sure that an authorized person is taking over the parcel for you. If nobody is present at your shipping address, the forwarder will leave a notification. Make sure you don’t overlook this notification.
LATE DELIVERIES
Late deliveries are to be handled as follows, depending on the shipping method you have opted for: For Courier Service UPS Please contact us if your parcel has not arrived 3 days after the given runtime has expired. We will track your parcel and keep you updated on the progress continuously. In case we cannot track your parcel and our forwarder is unable to find it within 3 weeks, we will immediately refund the full amount of the invoice to your credit card account.

PAYMENT

PRICES AND CURRENCY
For a correct listing of prices and shipping costs, please choose the location from which you are shopping by using the selection tool found in the cart section.

All the prices published on this website and on the final invoices are in US dollar.

For US customers: All prices listed on this website are in US dollar and don’t include Tax, shipping costs or any import duties, customs and local sales taxes imposed by your country.

For non-US customers: All prices listed on this website are in US dollar, and don’t include VAT, shipping costs or any import duties, customs and local sales taxes imposed by your country.

TAXES AND DUTIES
Please take into consideration that you are liable for all import duties, customs and local sales taxes levied by your country. Since we are not able to estimate how much these extra-charges will be, we advise you to inform yourself at your local Customs Office. Please note that taxes, duties and charges will be invoiced to you and levied by the courier services or your local post service. In some countries the post announces you to pick up the parcel from Customs directly in order to balance import taxes and duties.
PAYMENT METHODS
PAYPAL™ As a global payment service which suits many customers worldwide, we offer PayPal™. All payments are processed by our payment service partner OGONE, which uses Secure Socket Layer (SSL) technology. (See more at WEBSITE SECURITY)
WEBSITE SECURITY
To ensure a safely encrypted transition of your personal data, we use Secure Socket Layer (SSL) technology. For information about our SSL digital certificate registration, click on the padlock at the top of your browser. When you are browsing in safe mode (SSL) you will notice at the location (URL) field ‘https:’ instead of the normal ‘http:’.

RETURNS & SIZE EXCHANGE

OUR RETURN POLICY
All items that you wish to return must be shipped back to us within 7 days from the date you received your parcel.

Items must be returned new and unused. Make sure you return all items that have been shipped to you along with the shoes: original box, and shoe laces, If it’s the case.

All returns must have a Return Number provided by us at your request. This number is helping us to identify your return when it arrives at our warehouse. Unidentified returns may be shipped back to the sender.

The shipment costs for returning merchandise must be covered by you. In cases of warranty, we refund a limited amount of the customer’s return shipping costs. (See our Refund Policy.)

From the moment you have received your package and until it arrives back to our warehouse, you are fully responsible for the merchandise. If your return gets lost or it is damaged in transit, you are liable for the value of the items and, therefore, you will not be refunded.

REQUEST FOR A RETURN NUMBER
If you want to return a product to us you have to obtain a Return Number please send us an email message to [email protected]  with your return details.

Within 24 hours you will receive your Return Number and all necessary documents and instructions for returning your products.

For all customers : All parcels sent back to us must be accompanied by the necessary customs documentation. This documentation, which we will send to you along with the Return Number. Returns without proper customs documentation will not be cleared by the Mexican Customs and will therefore be refused and returned to you.

SHIPPING OF RETURNED ITEMS
Your return must be sent from the same country, to which we made the original shipment. Returns in transit are entirely your responsibility. Therefore, we recommend that you use a secure trackable means to return your purchase to us. Keep a tracking number and/or the forwarder’s receipt of the returned shipment, as a proof of dispatch. Make sure that the merchandise reaches our warehouse within 7 days after you have received your package. All returns must be shipped to the following address:

UMBERTO LUCE (Warehouse)
Av Zapateros  302-A
Fracc. Industrial Obregón 37290
León Gto. México

LATE RETURNS
Returns that reach our warehouse outside the timeframe of 7 days (after you have received your package) may be accepted at our discretion and may only be refunded to you as a store credit.
LATE RETURNS
All items have been controlled and checked for any possible faults before put into stock, to avoid the shipment of faulty goods to you. Nevertheless, if you believe that we have supplied you with faulty goods, contact us immediately by e-mail [email protected].
After we have received from you the returned merchandise, we will inspect it and decide if your complaint is accepted. If accepted, we will fully refund you or replace the item, depending on its availability.
REFUNDS
Please note that any refund in case of returned merchandise can only be initiated after the merchandise has arrived at our warehouse and has been inspected. Please allow 7 days to inspect the returned merchandise. After which we will immediately issue the refund to your credit card.

The necessary time for the amount to show on your card account depends on your credit card company. Please contact your card issuer for this information.

Refunds for Products:
In case of a successful return, the value of the merchandise will be fully refunded to you.
If the merchandise has been deteriorated while in your possession, you will be asked for compensation. All shoes must be tried on a carpeted surface. Shoes that are returned with marked soles or other visible signs of wearing may not be accepted and sent back to the customer.

Refunds for Shipping:
For returns from all countries: we don’t refund your initial shipping costs, independently of the shipping method you have opted for.

For all returns: We do not refund any of your expenses for returning your purchases, neither for transportation, nor for packaging etc.

For returns of faulty goods: If your claim is accepted, we refund the entire value of the merchandise and the shipping costs equivalent to Standard Postal Service.
Any losses that are caused by currency fluctuations will not be refunded.

We do not refund any taxes, customs duties and charges claimed by the Customs Authorities of your country. However, if you have paid these duties and wish to claim them back, please contact your local Customs Office.

SIZE EXCHANGE
If you have purchased a pair of shoes, which doesn’t fit, you can opt to exchange it for another size. In this case, contact us immediately for reserving the item in the size you wish to have. Once the initial pair has been returned and reached our warehouse, we will ship the exchange pair. Shipping on the replacement item is free of charge and will be done by regular postal service. Or you can pay the ups service.

To return the first purchased item, please request for a Return Number and specify on the form, in the ‘Comments’ field, that you wish to exchange the size and specify the new size you opt for.
Please note that his free of shipping charges service is only provided one time for one item. In case we don’t have your designated size in stock or we will not restock it within an acceptable time period, we will refund you under the regular conditions for Returns.

Important information: Please take into consideration that if you are based outside the Mexico territories, you might have to pay taxes and duties on the exchange item.

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