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Frequently Asked Questions
SHIPPING
Delivery and Shipping
Luwians is responsible for your order until it is delivered to you from the courier company. The product/products you purchase on our website are delivered to you via the courier company we have agreed upon.
Your approved orders will be delivered to your address by courier within 3 to 6 working days. Shipping fee belongs to the buyer. Orders made before 15:00 will be shipped the same day.
Where's my order?
All orders placed before 3 pm GMT will be dispatched on the same working day! if you placed your order after 3 pm your parcel will be dispatched the following working day. You will receive a shipping confirmation once your order is dispatched. If you require our assistance with your order please contact us at [email protected] so we can investigate this further.
My order tracking doesn't work
Please allow at least 24 hours after dispatch for your tracking link to become live with the carrier. If your still having tracking issues after 24 hours of receiving your shipping notification email please contact us at [email protected]
UK Delivery
Your parcel will be dispatched from our Eastbourne warehouse within 2 working days of placing your order. We try to dispatch all orders placed before 15:00pm on the same working day.
FREE UK SHIPPING ON ALL ORDERS OVER £30!
Shipped by Royal Mail on a 2-4 working day tracked delivery service.
International Delivery (Non-UK, EU, US)
Your parcel will be dispatched from our UK warehouse within 48 hours of placing your order. We aim to dispatch all orders placed before 15:00pm on the same working day! FREE WORLDWIDE SHIPPING ON ALL ORDERS OVER £30!
PAYMENT
What payment methods are accepted?
We accept most credit or debit cards, like these; Visa, Visa electron, Master Card, UK Maestro, Paypal, American Express.
Can I change my shipping address?
Our warehouse aims to process and dispatch orders as soon as possible, so we can't always make any changes to the shipping address. However, if your order has not been dispatched, please get in touch as soon as possible with the correct address and we'll try our best to get the address changed for you. Please note we cannot guarantee the address will be amended.
Can I cancel my order?
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order and obtain a full refund. This is only possible if your order is still processing and has not been dispatched. All order cancellations must be sent to us via e-mail quoting your name and order number. We can then cancel your order and refund you. If however your order has been dispatched you will need to return the order to us at your own expense. If we are able to refund your order in time please allow up to 7 working days for the funds to return to your account.
What should I do if I receive a wrong or faulty product?
If you have received an incorrect or faulty item please contact us using the contact form or directly at [email protected]. Please provide us with the Order number, Item name/SKU. We will ensure this gets rectified as soon as possible!