FAQ's


                            Contact      FAQ's      Payment      Shipping and Costs      Return/Refund



At Luv & Lu we are always there for you! You can send questions by e-mail to kundendienst@luvlu.de or use our contact form below.

If you have any questions regarding your order, please provide your order number.

We will reply as soon as possible.

 

I have not received an order confirmation by e-mail.
If you have not received an order confirmation by e-mail within 24 hours, please check your spam folder. If you still can not find it, please contact our customer service at info@luvlu.de
Can I cancel my order or individual items from my order?
Luv & Lu always makes an effort to process orders as quickly as possible. Unfortunately, once orders are received they can no longer be processed online. However, you can cancel your order and place a new order instead. If you want to cancel your order, please contact our customer service within 15 minutes after placing your order. We will do our best to help you as quickly as possible.
Can I change my invoice or delivery address after placing my order?
The invoice and delivery address can not be processed online once orders have been received. Please contact our customer service within 15 minutes after ordering. We will do our best to help you as quickly as possible.
Can I ship my order as a gift?
Of Course! Luv & Lu offers you a packing service (except for bulked goods). You can choose this service at checkout for 3.95 euros.
Is my purchase safe?
Yes, we use industry-standard SSL encryption when transmitting and receiving customer data via our servers.
Where can I find information on Washing Tips?
You can find washing tips for our cotton, organic-cotton, organic-merino essentials and lambskin booties under info.
We are proud of our high quality products, and would like you to be satisfied with your purchase at Luv & Lu. If for any reason you are not satisfied with your purchase, you may return unwashed, unworn and unused products within 14 days of purchase. Please do not open non-re-sealable packagings when returning them.
I would like to have an item that is not in stock, is it possible to still order the item?
If you want a size or color, which is not in stock, please contact our customer service, maybe supply is on the way!
I have problems logging in. What should I do!?
If you are having trouble logging into your Luv & Lu account, please follow the steps below:
Make sure you are using the correct e-mail address and the correct password.
If you have forgotten your password, click on the "Forgotten password" link on the login page. Enter your e-mail address and we will send you a new password.
If you still can not register, please contact our customer service and we will try to process your request within 24 hours. Please describe your problem here.
I sent an e-mail to the customer service and did not get an answer.
We strive to provide the best service to you. Normally you would receive an answer Monday to Friday within 24 hours. Inquiries received on weekends will be processed on the next working day.
Shipping
Within Germany the following information applies:
There are no shipping costs for an order value of 29,90EUR and above.
If you order goods with a total value of less than 29,90EUR, 3,95 EUR shipping costs will be added.
The following applies to shipping to other countries:
The cost of shipping within the EU is 5.90 EUR.
From 60 EUR shipping is free of charge.
Luv & Lu  currently ships in the following countries: Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Sweden, Slovakia, Slovenia, Spain, the Czech Republic, Hungary Cyprus and the UK.
Return
More information about returns click here
Any product - other than personalized goods - can be returned to us, within the period of 14 days. You will receive important information and further information on returns as well as details on the legal consumer revocation right.
A refund can only be given in the form of a voucher if you bought your goods with a voucher.
You will receive further details about the reimbursement details by e-mail from us.
You can also find more detailed information about reimbursement in the various payment methods.
For more information about return, click here
Payment Options
It can be purchased -SSL-with the following secure payment methods aufluv-und-lu.de:
* PayPal
* Credit card
*Direkt Transfer


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