SHIPPING POLICY

Our Shipping Commitment

At LUIZ LUX, we understand how important it is for customers to receive their orders safely, reliably, and within a reasonable timeframe.

We work with a network of production, fulfillment, and shipping partners to prepare and deliver products as efficiently as possible.

Our goal is to provide clear delivery estimates, transparent shipping charges, reliable tracking information, and responsive customer support throughout the shipping process.

Please review the information below to understand our shipping destinations, processing times, delivery estimates, shipping fees, and procedures for resolving delivery-related concerns.

A. Shipping Destinations, Rates & Delivery Times

We currently offer shipping to the United States, Canada, United Kingdom, and Australia.

United States

  • Order Processing Time: 5–7 business days
  • Estimated Shipping Transit Time: 7–10 business days
  • Total Estimated Delivery Time: 12–17 business days
  • Order Cut-off Time: 5:00 PM Eastern Time (ET)
  • Standard Shipping Fee: $7.95 USD

Canada, United Kingdom & Australia

  • Order Processing Time: 5–7 business days
  • Estimated Shipping Transit Time: 10–15 business days
  • Total Estimated Delivery Time: 15–22 business days
  • Standard Shipping Fee: $9.95 USD

Total Estimated Delivery Time = Order Processing Time + Shipping Transit Time

Business days generally exclude weekends and applicable public holidays.

Please note that all delivery timeframes are estimates rather than guaranteed arrival dates.

Actual delivery times may vary depending on product availability, customization requirements, destination, customs clearance, and carrier operations.

Shipping charges applicable to your order will be displayed during checkout before payment is completed.

Important Delivery Information

For purchases covered by UK consumer protection law, goods must generally be delivered within the agreed timeframe or, where no delivery timeframe has been agreed, without undue delay and within 30 days, unless otherwise permitted by law.

Your statutory rights regarding delayed or undelivered goods remain unaffected by our estimated delivery schedules.

B. Order Processing & Fulfillment

Most orders require approximately 5–7 business days for preparation, production where applicable, quality checks, and fulfillment before dispatch.

Certain personalized, customized, or made-to-order products may require additional preparation time depending on their specifications.

Orders placed after the daily cut-off time, during weekends, or on public holidays may begin processing on the next business day.

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information when available.

Please ensure that your email address is accurate during checkout so you can receive important order updates.

C. Shipping Partners & Carriers

To serve customers across multiple regions, LUIZ LUX works with international logistics providers and local delivery services.

Depending on the product, fulfillment location, and shipping destination, international transportation may be handled by:

  • YunExpress
  • Yanwen
  • China Post
  • Other available international logistics providers

Final delivery may be completed by established local postal or courier services, including:

  • United States: USPS
  • Canada: Canada Post
  • United Kingdom: Royal Mail
  • Australia: Australia Post

The shipping provider may vary depending on the destination, fulfillment arrangements, and available delivery services.

Tracking updates may occasionally take additional time to appear when packages are transferred between international and domestic carrier networks.

Please note that products may be dispatched from different fulfillment locations and are not necessarily shipped from our registered business address in the United Kingdom.

D. Shipping Address Changes

Customers are responsible for providing accurate and complete shipping information during checkout.

If you notice an incorrect or incomplete shipping address after placing an order, please contact our customer support team as soon as possible.

We recommend submitting address correction requests within 24 hours of placing your order.

If your order has not entered production or fulfillment, we will make reasonable efforts to update your shipping information.

Once a package has been dispatched, address changes may no longer be possible.

However, if you discover an issue after shipment, please contact us so we can review the available options and assist where possible.

If an incorrect address was provided, additional delivery or reshipping costs may apply where reasonable and legally permitted. We will explain any applicable charges before proceeding.

E. Tracking Your Order

Once your order has been shipped, tracking information will be sent to the email address provided during checkout.

You can use the tracking details to monitor the progress of your shipment.

Please note:

  • Tracking updates may not appear immediately after dispatch.
  • International shipments may pass through multiple logistics facilities.
  • Tracking information may temporarily remain unchanged during customs processing or carrier transfers.
  • Final delivery tracking may be updated by a local postal or courier service.

If your tracking information has not updated for more than 5 business days, please contact our customer support team.

We will review the available shipment information and, where appropriate, contact the relevant delivery provider for further details.

F. Shipping Delays & Missing Orders

Although we aim to deliver orders within the estimated timeframes, occasional delays may occur.

Possible causes include:

  • Severe weather conditions
  • Public holidays and seasonal shipping demand
  • Customs inspections and clearance procedures
  • Transportation or logistics disruptions
  • Incorrect or incomplete shipping information
  • Unexpected carrier delays
  • Other circumstances beyond our reasonable control

If your package has not arrived within the expected delivery window, please contact us at lequyenmmo97@gmail.com.

Our team will review the available tracking information, communicate with the relevant logistics provider when appropriate, and help determine the next steps.

Your Rights Regarding Delayed Deliveries

Where applicable consumer protection law provides a right to cancel an order or obtain a refund because goods have not been delivered within the agreed or legally required timeframe, we will respect those rights.

Customers are not required to resolve delivery disputes independently with shipping providers before contacting us.

We remain responsible for delivery in accordance with applicable law.

G. Lost, Damaged & Incorrect Deliveries

1. What If My Order Arrives Damaged?

If your package or product arrives damaged, please contact our customer support team as soon as possible.

To help us review your request, please provide:

  • Your order number
  • A brief description of the issue
  • Clear photographs of the damaged product and packaging, where available

After reviewing the circumstances, we will arrange an appropriate resolution, which may include:

  • A free replacement, or
  • A full refund for the affected product

Where the issue results from verified shipping damage or a fulfillment error, you will not be charged additional shipping fees for an authorized replacement or return.

Please do not return products before receiving instructions from our support team.

Your statutory rights regarding faulty or damaged goods remain unaffected.

2. What If My Package Is Marked as Delivered but Is Missing?

If tracking indicates that your package has been delivered but you cannot locate it, we recommend:

  1. Checking your mailbox, porch, or designated delivery location.
  2. Asking household members, neighbors, or building management whether they accepted the package.
  3. Allowing up to 24 hours in case the carrier updated the delivery status before the package physically arrived.

If your package remains missing, please contact us with your order number and tracking information.

Our customer support team will investigate the available delivery records and work with the relevant shipping provider where appropriate.

A carrier’s delivered status does not automatically remove any responsibility we have under applicable consumer protection laws.

3. What If My Package Is Lost in Transit?

If your shipment appears lost or has experienced an unusually long delay, please contact us.

We will review the available tracking information and, where necessary, initiate an investigation with the delivery provider.

If a package is confirmed lost, we will arrange an appropriate resolution, which may include:

  • A replacement at no additional cost, or
  • A full refund for the undelivered order

Where applicable law provides additional rights concerning non-delivery, those rights will be respected.

H. Customs Duties, Import Taxes & Additional Fees

International orders may be subject to customs duties, import taxes, or other charges imposed by the destination country’s authorities.

The treatment of these charges depends on the destination, product value, applicable tax rules, and the shipping arrangement used for the order.

Where import duties or taxes are not included in the checkout total and are payable by the recipient, we will provide the relevant information before purchase as required by applicable law.

Any applicable charges collected by LUIZ LUX during checkout will be included in the order total.

Customs duties and import-related fees are determined by the relevant authorities and may vary depending on the destination and product category.

Customs inspections and clearance procedures may occasionally extend the estimated delivery timeframe.

Nothing in this section limits mandatory consumer rights or applicable tax and pricing disclosure requirements.

I. Remote & Rural Area Deliveries

Orders shipped to remote, rural, or limited-service destinations may require additional transit time.

Depending on the location and local carrier availability, delivery may take approximately 3–5 additional business days beyond the standard estimate.

Additional time may also be necessary for destinations requiring extended delivery routes or specialized logistics arrangements.

We appreciate your patience when shipping to locations with limited delivery services.

J. Multiple Packages & Separate Shipments

Some orders may contain products that are prepared at different production or fulfillment facilities.

As a result, items from the same order may occasionally be dispatched in separate packages.

If your order is divided into multiple shipments:

  • Each package may have its own tracking number.
  • Delivery dates may vary between packages.
  • One item may arrive before another.
  • Shipping updates may be issued separately for each shipment.

Receiving one package before another does not necessarily mean that any items are missing.

If you have questions about a partial delivery, please contact our customer support team.

We will help check the status of your remaining items and provide available tracking information.

K. Contact Us for Shipping Assistance

If you have questions about processing times, shipping charges, tracking information, delayed deliveries, damaged products, or missing packages, our customer support team is here to assist.

LUIZ LUX — Customer Support

Legal Business Name: LQ UNIQUE BOUTIQUE LTD

Company Representative: Nguyen Thi Le Quyen

Business Address: 7 Coronation Road, Dephna House, London, NW10 7PQ, United Kingdom

Email: lequyenmmo97@gmail.com

Phone: +84 368 133 511

Support Hours: Monday–Friday, 9:00 AM–5:00 PM (UK Time)

For shipping-related inquiries, please include your order number and the email address used during checkout so we can assist you efficiently.

At LUIZ LUX, we’re committed to keeping you informed, providing transparent delivery information, and helping resolve shipping concerns as smoothly as possible.

Thank you for shopping with LUIZ LUX!