Shipping and Delivery
Shipping times displayed on the Website refer to the estimated dispatch time of the packages. Since the actual delivery of your order can be impacted by many events beyond LUALIA's control. We suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, that they order their items well in advance. LUALIA cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.
For a smooth delivery and peace of mind, We strongly recommend that customers purchase shipping guarantee during the checkout. In the event that your package has a shipping issue, LUALIA will send you a replacement package free of charge. If the item is no longer in stock, a refund option will be offered to you.
Any orders that do not have shipping guarantee will not be the responsibility of LUALIA and the customer takes full liability for their package during the shipping process.
There may be occasions when LUALIA confirms your order but subsequently learns that it cannot be supplied to you. In the event LUALIA cannot supply a product you ordered in a timely fashion, LUALIA will contact customers and offer to cancel the order and refund the purchase cost in full.
We try to make the delivery process as simple as possible and it is able to send your order either to your home or to your work place. We can ship to PO Boxes via all shipping methods, except for expedited shipping methods, as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.
Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas we will provide notices to reflect possible delays.
Customers are responsible for providing complete and accurate shipping addresses. LUALIA cannot make changes to your shipping address once a package has been shipped, and LUALIA is not liable for packages lost due to incomplete or inaccurate addresses.
LUALIA cannot be held responsible for any package that does not make it through the local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. LUALIA can neither be held responsible for any import tax that may occur and it is the customers sole responsibility to pay this fee, if any. Kindly note that shipping guarantee does not cover any customs issues, including but not limited to, goods being destroyed or confiscated due to their illegal status in any given destination country.
Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.
All orders reported as "delivered" by shipping companies are considered delivered. LUALIA cannot be made liable of non-delivery in this case.
If the address to which the package is sent to and other contact information are the correct address and contact information as provided by the customer, LUALIA cannot be held liable if a package is returned.
Whatever the customer orders is what will be shipped. We cannot be held liable for the customer receiving the wrong item if they placed the wrong order.
All non-receipt of orders must be reported within 3 months from the date the item is shipped to you. This applies for flat rate shipping, priority mail and standard shipping methods. All expedited delivery issues must also be reported within 3 months from the shipment date. After this time We will no longer be able to investigate and no compensation will be offered. Please note that this policy does not apply to packages sent via expedited shipping methods that are shown as delivered on the shipping company's tracking website.