FAQs

Do you have a physical store?

We currently only sell Lua products online via our store.
How do I contact customer service?

You can reach our customer service team by email at hello@yourlua.com. We aim to respond to all inquiries within 48 hours.
How do I place an order?

You can place an order directly on our website by selecting the items you wish to purchase and following the checkout process. You’ll need to provide your shipping and billing information and choose a payment method to complete your order.
What are your Terms and Conditions?

By shopping with us, you agree to our Terms and Conditions, which outline the rules for using our website, purchasing our products, and other important information. You can view the full Terms and Conditions here.
How do you handle my personal data?

We take your privacy seriously and comply with the General Data Protection Regulation (GDPR). For more details, please refer to our Privacy Policy here.
Do you ship internationally?

Yes, we ship globally. Shipping costs and delivery times vary depending on the destination and shipping method chosen during checkout. Please note that import taxes, duties, or fees in your country may apply if you are based outside of the European Union.
Where do you ship from?

Our products are shipped from Poland and Spain. This means that orders placed from within the European Union are exempt from import taxes, duties, or fees. If you live outside of the European Union, your country may apply import fees that Lua does not cover.
How long does delivery take?

Delivery times depend on your location and the shipping method selected. While we provide estimated delivery times for guidance, these are not guaranteed. Orders are generally dispatched within 48 hours of purchase.
How can I track my order?

Once your order has been dispatched, you will receive an email with a tracking number and instructions on how to track your shipment.
What is your return policy?

Under EU law, you have the right to return your order within 14 calendar days from the day you receive your goods, without giving any reason. To initiate a return, please contact us at hello@yourlua.com with your order details.
How do I receive a refund for a returned item?

If you wish to return your purchase and it meets the return criteria listed in the terms and conditions, we will reimburse all payments received to the original payment method, including delivery costs (except for any additional costs if you selected a more expensive shipping option). Refunds will be processed once we have received the goods back.
Are there any costs associated with returning items?

TBC
What if my product is defective?

If your product is defective, you are entitled to a repair, replacement, or refund in accordance with EU law. Please contact us at hello@yourlua.com with details of the defect, and we will assist you in resolving the issue.
Can I cancel or change my order after it has been placed?

Once an order is placed, we begin processing it immediately. If you wish to cancel or make changes, please contact us as soon as possible at hello@yourlua.com. Note that we cannot guarantee changes once an order has been processed or shipped.
What warranty do your products come with?

Lua guarantees this product for a period of ONE (1) YEAR from the original date of purchase against defects in materials or workmanship. This warranty applies to functional components that impact the operation of the product. It does not cover normal wear and tear, cosmetic damage, or issues caused by improper use, accidents, or neglect. Any attempt to disassemble or modify the product or its accessories will void the warranty. If a defect is identified and reported to Lua within the warranty period, Lua may, at its discretion, provide a replacement product at no charge. Warranty claims must include proof of purchase to confirm the claim falls within the warranty period. Retain your purchase receipt and these warranty terms for reference during the warranty period. To initiate a warranty claim, please write us at hello@yourlua.com. Note that shipping costs are non-refundable. This warranty is offered in addition to your statutory consumer rights and does not limit or affect those rights in any way.
What payment methods do you accept?

We accept the following payment methods: Credit cards. Payment must be made in full at the time of purchase.
Are prices inclusive of VAT?

Yes, all prices displayed on our website include VAT where applicable.