CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?
Once your order has been confirmed, we will not be able to make any amendments, which also includes combining orders or adding items to an existing order.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?
Once your order has been dispatched, we are unable to redirect your purchases to another address. So, please finalise your shipping address when checking out and make sure that the address is correctly typed. Any costs incurred from wrong postal address will be fully absorbed by you.
DOES LUZID e-shop SHIP TO MULTIPLE ADDRESS?
We can only deliver to ONE address per order. We suggest you to place a separate order for each destination if you would like to send your purchases to multiple destinations.
MY ORDER HAS NOT ARRIVED YET?
If your order has not arrived by the estimated delivery date, we’re here to help. Before getting in contact with us, have you tried:
- Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.
- Checking if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
- If you still can’t find your parcel, please email us using the contact us form and quote your order number. We’ll reply as quick as we can and do our best to locate your parcel straightaway.
HOW CAN I TRACK MY ORDER?
HAVE YOUR RECEIVED MY RETURNED ITEMS?
- As soon as your return has been received and checked by our warehouse, we’ll email you to let you know. In the unlikely event that you haven’t received an email within 7 working days (Hong Kong and China); 21 working days (international) of returning your items, contact us at firstname.lastname@example.org and we’ll get back to you the fastest we can!
- Make sure you let us know your original order number, which items you have returned and any delivery reference number (i.e. from courier) when you contact us. The more information you provide, the quicker we can track back for you.
I HAVE FORGOTTEN MY PASSWORD, WHAT SHOULD I DO?
Should you forget your password, we will email you a new temporary password. This is the best way to protect your information. As sending your existing password via email is not safe, upon receiving your new temporary password, you may change it by going to My Account.
THE ITEM I WANT IS NO LONGER AVAILABLE, CAN I STILL GET IT?
Send a request to us at email@example.com, we will notify you immediately once it is back in stock.