FREQUENTLY ASKED QUESTIONS

Shipping & Delivery

How long will delivery take?

All items except for EuroCave and Orient Crown

Within Metro Manila: 3-5 working days
Outside Metro Manila: 15+ working days (Depending on quarantine policies of each city)

For EuroCave and Orient Crown,

Someone from our team will contact you to arrange date and time of delivery

How much is the delivery fee?

For most brands, we offer COMPLIMENTARY delivery nationwide
For EuroCave and Orient Crown, there will be an additional delivery charge for locations OUTSIDE Metro Manila; kindly call the showroom at (02) 8253-7432 or +63917-6349084

Can I track my order on the logistic's partner's website?

Yes, you will receive your item's tracking information through email once it has been handed over to the logistic partner. This may take up to 4 days from date of purchase.

Are these items insured during transit?

Yes, they are!

Payments

Do you offer installment payments?

Yes, currently, we offer installment payments for BDO, BPI, and HSBC credit card holders and are working on supporting other credit cards.

We offer 3-month installments with 0% interest, and longer plans with interest. To pay via installments, select "Pay via Paynamics" at checkout and on the following page, select either :"BDO Installment", "BPI Installment", or "HSBC installment" Afterwards, you will be directed to a page where you can choose your installment plan and enter your credit card information.

What payment methods do you offer?

We accept Bank Deposits (kindly message us on Facebook for this option), and credit card payments via PayPal or PayMaya.

For questions on my COD (Cash-on-delivery) purchase, who can I contact?

Please contact our third- party logistics provider- PAYO ASIA

Landline: 02 8734 6962

Smart: 0949 994 7886

Globe: 0917 706 4831/ 0977 841 8574

Facebook: https://m.me/Payoasia

Return& Exchange

I want to exchange my purchase with another product, how do I do this?

Message us on esales@lucerneluxe.net so we can go through the process with you in detail.

Please take note that we will only allow return or exchange within 7 days from the date your purchase was delivered. The item must be returned without any damages and in its original packaging.

General

How do I know that these items are authentic?

Lucerne is the exclusive distributor to many authentic luxury items such as Philip Stein, EuroCave and Baccarat. All items found in-store and website are brand new and authentic. You may read more about our company on this link: https://www.lucerneluxe.com/

Can I view the products in-person?

Of course, you can! Drop us a message on Facebook so that we can lead you to a branch with available stock.

How do I place an order?

Select the products that you are interested in and proceed by clicking 'Add to Cart'
Review the items by clicking the 'shopping cart' icon
Go to checkout
Complete contact details, shipping information and select payment method then click 'Place Order'
You will receive an email as confirmation of your order. You may use your Order reference number to track your order through our brand's Facebook messenger.
A tracking number will be sent to your email address once it has been handed over to our courier partner. This may take up to 4 days from purchase date.

Why do I need a watch winder?

You may read more about watch winder through this link: http://lucernevault.lucernegroup.net/

Warranty

How long is the warranty of my purchase?

Philip Stein- 2 years
WOLF- 2 year
Orient Crown- 2 years
EuroCave- 2 years (parts and services), except for Revelation (5 years) and Royale (10 years)

Kindly bring the item and warranty card to our Service Center at G/F 6750 Retail Arcade, Ayala Avenue, Makati City so that our technician may properly assist you.

For EuroCave, kindly contact the showroom at (02) 8253-7432 or +639176349084 so that our staff may properly assist you.

Where can I change my watch battery?

You may bring your watch to our Service Center at G/F 6750 Retail Arcade, Ayala Avenue, Makati City.