Shipping policy

Luzaria offers shipping to locations shown as available at checkout. Some products, destinations, or order types may have different shipping options or restrictions.

1. Processing

Orders are normally prepared within [PROCESSING TIME, e.g. 1–3 business days] after payment is authorized. Orders are not normally processed on weekends or public holidays. Processing can take longer during promotions, product launches, peak seasons, or inventory constraints.

2. Delivery estimates

Estimated delivery time after dispatch is [DELIVERY TIME, e.g. 7–15 business days], depending on destination, carrier, customs, and the shipping option selected at checkout. Delivery estimates are not guaranteed and do not include processing time unless expressly stated.

Tracking information may be sent by email after dispatch. Tracking may take several days to update after the carrier receives the parcel.

3. Shipping charges

Shipping charges are calculated and displayed at checkout unless a free-shipping offer applies. Promotional shipping offers may have order-value, product, destination, or time restrictions.

4. Customs, duties, and taxes

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. Unless expressly stated at checkout, these charges are the customer’s responsibility. Customs delays are outside Luzaria’s control.

5. Address accuracy

Customers are responsible for providing a complete and accurate shipping address, including apartment, unit, postal code, and contact information. Contact team@luzaria.com immediately if you need to correct an address. We cannot guarantee changes after an order is processed.

6. Lost, delayed, or damaged parcels

If tracking shows that a parcel is delayed, contact us so we can help investigate. If a parcel arrives visibly damaged, photograph the parcel and product and contact us promptly. We may require photographs, carrier documentation, or other information before offering a replacement or refund.

If tracking shows delivery but you cannot locate the parcel, first check with household members, neighbours, building management, and the carrier. Contact us if the parcel remains missing. Resolution may depend on the carrier investigation and applicable law.

7. Returned or refused shipments

If a parcel is returned because of an incorrect address, refusal, unpaid customs charges, or failure to collect it, any refund may be reduced by return shipping, customs, or other non-refundable costs. We will contact you when possible to discuss available options.

8. Contact

For shipping questions, email team@luzaria.com and include your order number.