Help Centre
Everything about ordering, delivery, returns and payments in one place. Can't find your answer? Email support@lucsum.com or WhatsApp +91 82728 10805 — we respond within 24–48 hours, Monday–Friday.
Jump to: Orders & tracking · Cancellations & changes · Exchanges · Failed delivery · Damaged or wrong items · Returns & refunds · Payments & COD · Size & care · Contact & escalation
Orders & tracking
What happens after I place an order?
- Order placed — you get a confirmation email with your order number.
- Processing — we pack and dispatch within 1–2 business days (Monday–Friday, excluding public holidays).
- Shipped — you get a tracking link by email (and SMS where available).
- In transit — delivery is typically 3–7 business days after dispatch. Metro cities are usually quicker; remote pin codes may take longer. These are estimates, not guarantees.
- Delivered — inspect your parcel when it arrives.
How do I check my order status?
Use the tracking link in your shipping email, sign in to your account, or visit Track Order. Guest orders can use the link in the shipping email or contact support with the order number.
Tracking isn't updating
Courier scans can take a few hours. If there is no update 48 hours after dispatch, email support with your order number.
Where do you ship and how much does it cost?
India-wide to serviceable pin codes (no international shipping yet). Standard shipping is ₹20; free on orders of ₹1,000 or more. The exact amount is shown at checkout. Full details: Shipping.
Cancellations & order changes
Can I cancel or change my order?
Contact support as soon as possible with your order number — ideally before your order is dispatched. Address corrections should be sent immediately, before dispatch. Support will confirm what can be changed for your order.
Exchanges
Can I exchange for a different size or style?
Exchanges can be requested through support, depend on stock availability, and the item must meet our return conditions (unworn, tags attached, original packaging, within 30 days of delivery). The fastest path is often to return the item once approved and place a new order for the size you want. Check the Size & Fit guide first.
Failed or undelivered delivery
My parcel hasn't arrived
Contact us within 48 hours of the expected delivery date with your order number. We will work with the courier to resolve it.
A delivery attempt failed or my parcel was returned
Contact support with your order number and we'll check with the courier and confirm the next steps for your order. Please double-check your address and phone number at checkout to avoid failed attempts.
Damaged or wrong items
Inspect your order on arrival. If an item is defective, damaged, or not what you ordered, contact us within 48 hours of delivery with your order number and clear photos of the item and packaging. Damaged, defective or incorrect items reported in this window are handled at no cost to you.
Returns & refunds
What can be returned?
You can request a return within 30 days of delivery. Items must be unworn/unused, unwashed, with tags attached, in original packaging, with your order number. We can't accept items showing wear, washing or damage after delivery, items missing tags or packaging, or gift cards. Sale items may be non-returnable if stated at the time of purchase.
How do I return something? (timeline)
- Request — email support@lucsum.com or WhatsApp +91 82728 10805 with your order number and reason.
- Approval — wait for approval and return instructions. Items sent back without approval may not be accepted.
- Ship it back — pack securely with tags and original packaging, to: LUCSUM Returns, 2653 Radha Vihar, Saharanpur 247001, Uttar Pradesh, India.
- Inspection — we notify you once the return is received and inspected, and whether the refund is approved.
- Refund — approved refunds go to your original payment method within 5–10 business days. Your bank may take extra time to post it.
Who pays return shipping?
For change-of-mind returns, return shipping responsibility is confirmed in your return approval email. Damaged, defective or wrong items reported within 48 hours are handled at no cost to you.
My refund hasn't arrived
If more than 15 business days have passed since we approved your return, contact support@lucsum.com. Full policy: Returns & Refunds.
Payments & COD
What payment methods can I use?
UPI, cards, net banking, wallets, and Cash on Delivery where eligible — available options are shown at checkout. Checkout is hosted and processed securely by Shopify.
Do you offer Cash on Delivery?
COD may be available for eligible pin codes in India. Select COD at checkout to confirm availability for your address.
Size, fit & care
How do LUCSUM tees fit?
All current tees are cut oversized in sizes S–XXL and are unisex. Choose your usual size for the oversized look; size up for more drape. See Size & Fit.
What fabric do you use?
100% cotton. Fabric weight (GSM) and construction are listed on each product page.
How do I care for my tee?
Cold wash inside out, dry in shade, and follow the sewn-in care label. Full guidance: Care Guide.
Contact & escalation
How do I reach LUCSUM?
Email support@lucsum.com or WhatsApp +91 82728 10805. We respond within 24–48 hours, Monday–Friday. Please include your order number.
My issue hasn't been resolved
Reply on your existing email thread or WhatsApp chat with your order number and a short summary, and our support team will follow up.
Where are you based?
LUCSUM, 2653 Radha Vihar, Saharanpur 247001, Uttar Pradesh, India. More: Contact · Shipping policy · Refund policy · Terms · Privacy