Payment Methods Accepted Credit Cards (Preferred Method)

All orders must be placed online through our checkout process. We accept all major credit cards including American Express, Master Card, Visa, Paypal. We are able to accept most prepaid credit cards as long as the card has been registered with a billing address. Only a single credit card may be used to process the order.

Alternative Payments (Check and Wire Transfer)

We accept check and wire transfers for orders with an order total of $1000.00 or greater. The order will be placed on hold until payment has been received.

Once payment is cleared, the order will be released to process for shipment. Personal checks are held for 5 business days while they clear. A holding period is not required if a certified check is provided. All other alternative payment orders will be released as soon as the payment is received, with a minimum of 2 business day delay to receive payment.

Currency Charges and Authorizations

Your card will be charged in full once the first item(s) on your order ship. When you place an order on our website, an authorization is placed on your bank account for the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. These authorizations may show as “pending” on your bank statement until the funds are captured. Once the card is charged for the order, the authorization will drop off from your bank statement, typically within 1-2 business days.

Credit and debit card providers differ in how long they will hold an authorization for a pending transaction. If your order has an extended lead time, a member of our Payments team may reach out requesting to charge the card in advance to avoid losing the authorization. Authorizations and/or pending transactions will hold these funds on your bank account, which can result in overdraft fees. Lucerna Hospitality assumes no liability for fees in the event of such an overdraft.

All pricing is listed in US Dollars ($) on the website.

Purchase Orders PayPal Payments

We accept payment via PayPal on our website as an additional payment option. A major credit card is still required to complete the transaction, as we do not accept gift cards, store cards, or account credits associated with your PayPal account.

We are unable to accept Purchase Orders as a form of payment since we update our pricing in real time and do not rely on quoted prices. All orders must be placed online and paid for in full at the time of purchase.

Puerto Rico Sales Tax

All orders in Puerto Rico will be charged with the local tax 11.5% however, some clients may be exempt of the taxes only in case they are able to provide us with a certificate of exemption provided by the Government of Puerto Rico. There are some exceptions where local taxes of 11.5% maybe waived due to Puerto Rico Government new and temporary Decreets under certain circumstances such as pandemics, hurricanes, earthquakes etc and we will apply them accordingly.

RETURN POLICY

RETURNS AND EXCHANGES

All regularly stocked items, with the exception of consumable products, can be returned within 30 days of receipt, so long as they are unused and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s). Shipping charges paid at the time of checkout will not be credited along with the return. An applicable restocking fee 30% will be deducted from the amount due. Customers are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns.

Table Linens, Hotel Bed Linens and Towels during non-pandemic situations the items must be unworn, unwashed and unused, with tags attached where applicable. We stand behind our goods, and we do our very best to provide you the best quality, most beautifully designed linens we can. Like most natural textiles, our fabrics are not guaranteed against natural wear, abrasion, stretch, shrinkage, fading, or dye-lot variations. If you are not satisfied with the quality of our linens after use, please contact customer service with your case. We want to hear from you and always want to learn how we can make improvements. During the pandemic situation which we are going through these items won't be able to be returned due to hygiene purposes.

Hygiene and Protection Goods Due to Hygiene Issues, we cannot accept any returns / exchanges / refund on this product.

Customs Goods are Final Sale unless there has been a mistake on our part.

Refunds will be processed once we receive the goods back, and will be made in the original method of payment.

If your original payment method was made by wire and/or check you will be offered store credit or a check refund. If you prefer a check refund, the refund check will only be sent out on Fridays.

Return requests for Special Order products and products shipped direct from the manufacturer must be issued by our Customer Specialists. Not all Special Order items can be returned.

Product Policy

Image Product

We try to provide the most accurate images of our products as possible. However, some product images prove difficult or impossible to obtain. In these cases, we will use the closest representative image we can find for the product. These representative, illustrative images may show optional accessories or features, or may be an image of a similar product.

Therefore, we recommend that you carefully read the product description and other related product literature such as Specification Sheets,etc., before placing your order. If you have any questions or concerns about a product after reading the description and product literature, please contact us directly.

Image Color

Our IT Department makes every effort to portray the color of an item as accurately as possible on our site. However, depending on your monitor settings, the color of an item may appear different than in person. Unfortunately we cannot guarantee the accuracy of the color displayed on your monitor.

Certain types of products, such as textiles and fabrics, are subject to dye lot variations inherent to their manufacturing process. If you are trying to match an existing product in your possession, please contact us and we will accommodate your request to the best of our ability.

Warranty Policy

If a warranty is available for an item, the details of the warranty can be found in the description of the product under “Warranty” on the item’s page. All warranty claims are handled based on the manufacturer’s warranty policy.

Download to PDF