FREQUENTLY ASKED QUESTIONS

PLEASE FIND BELOW SOME OF OUR MOST FREQUENTLY ASKED QUESTIONS.

IF YOUR QUESTION ISN'T ANSWERED HERE PLEASE EMAIL INFO@LUZDELUX.BE  FOR MORE ASSISTANCE.


ORDERS


CHANGE OR CANCEL AN ORDER

WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER?

ONCE AN ORDER IS PLACED, WE’RE UNABLE TO MAKE CHANGES AS THE SHIPPING PROCESS HAS ALREADY STARTED. OUR ORDERS ARE PROCESSED IMMEDIATELY SO ONCE AN ORDER SHIPS WE ARE UNABLE TO CANCEL THIS.

IF YOU DO NEED US TO CANCEL YOUR ORDER PLEASE EMAIL INFO@LUZDELUX.BE RIGHT AWAY INCLUDING YOUR ORDER NUMBER AND FULL NAME IN YOUR REQUEST.

ALWAYS ENSURE YOUR SHIPPING ADDRESS IS CORRECT. ANY ORDER WITH AN INVALID ADDRESS WILL BE AUTOMATICALLY RETURNED AND CAUSE A DELAY IN DELIVERY TIME. IF YOU HAVE ENTERED AN INCORRECT DELIVERY ADDRESS, PLEASE CONTACT US AT INFO@LUZDELUX.BE


SHIPPING

WHAT’S THE STATUS OF MY ORDER?

ONCE YOU’VE RECEIVED YOUR SHIPPING CONFIRMATION EMAIL YOU CAN TRACK BY CLICKING ON THE TRACKING LINK AND SEE THE STATUS OF YOUR DELIVERY. PLEASE NOTE THAT II MAY TAKE 24 HOURS FOR TRACKING UPDATES TO APPEAR.


HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

IF THE ITEMS YOU ARE ORDER ARE IN STOCK, YOUR ORDER WILL BE DISPATCHED THE WITHIN 1-2 BUSINESS DAYS. PLEASE NOTE THAT DURING SALE EVENTS OR WITHIN 3 DAYS OF A NEW COLLECTION LAUNCH YOU MAY EXPERIENCE A 3-5 DELAY IN RECEIVING YOUR ORDER.


CAN I SHIP TO A ANOTHER ADRESS ?

WITHIN BELGIUM, WE CAN SHIP EVERYWHERE BUT PLEASE ENSURE YOUR SHIPPING ADDRESS IS CORRECT;


CAN I SHIP TO A FREIGHT FORWARDING SERVICE?

WE DO NOT SHIP TO FREIGHT FORWARDING COMPANIES AND ANY ORDERS PLACED FOR THESE LOCATIONS WILL BE CANCELLED.


WILL I HAVE TO PAY CUSTOMS AND DUTIES TAXES?

IF YOU PURCHASE FROM OUTSIDE BELGUIM OR OUTSIDE OF EUROPE, YOU, THE BUYER, ARE RESPONSIBLE FOR ALL COSTS FOR SHIPPING AND FOR ALL CUSTOMS & DUTIES ASSOCIATED WITHIN YOUR OWN COUNTRY.


WHAT IF SOMETHING I ORDERED ARRIVED DAMAGED OR FAULTY?

PLEASE CONTACT US STRAIGHT AWAY SO WE CAN HELP YOU WITH THIS. 


HOW TO SEND IN YOUR RETURN

To return an item to LUZ DE LUX, please note that:  

1-  returning your package is at your own cost. 

You can return to this address: 

LUZ DE LUX

PARIJSSTRAAT 40

3000 LEUVEN

If we made a mistake with your order, of course we’ll do whatever it takes to make it right.

2 - Indicate on the paper invoice included in your order which items you are returning and the reason why. Pack your item(s) and (a copy of) the invoice into a shipping envelope or box (ideally the original delivery box).

3 - Please allow at least 15 days from when your return was delivered to us for your return to be processed. Returns are generally processed between 3-5 business days from receipt.

4 - Items purchased from LUZ DE LUX are eligible for a COUPON FOR THE SAME AMOUNT OF THE RETURNED GOOD(S), valid for one year, for all returns made within 15 days after purchase. 

5 -Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Please see the tips below for keeping your items in returnable condition:

IMPORTANT TIPS FOR RETURNS:

SHOES

Shoes scuff very easily on any hard surface. Always try on shoes on carpet. Shoe boxes are an important part of the product presentation and must be returned undamaged, along with the shoes.

TOPS, DRESSES, KNITS, TROUSERS & JUMPSUITS

Please be careful of makeup or deodorant rubbing off on the garment.


GARMENT & CARE


WHAT IF AN ITEM IS NOT THE COLOUR THAT I THOUGHT IT WAS?

PLEASE BEAR IN MIND DUE TO DIFFERENT COMPUTER MONITORS/CALIBRATIONS COLORS MAY VARY SLIGHTLY FROM THE PICTURE. ALTHOUGH EVERY EFFORT IS MADE TO PHOTOGRAPH GARMENTS IN TRUEST FORM AND DESCRIBE THESE IN DETAIL, WE CAN NOT GUARANTEE EVERY MONITOR WILL ACCURATELY DEPICT THE ACTUAL COLOR OF THE PRODUCT.   


HOW DO I CARE FOR MY FAITHFULL THE BRAND GARMENTS?

EACH FAITHFULL PIECE IS HAND MADE AND HAND DYED. ATTACHED TO EACH GARMENT IS OUR CARE LABEL THAT WILL PROVIDE YOU CARE INSTRUCTIONS FOR YOUR NEW ITEM. WE RECOMMEND TO HAND WASH IN COLD WATER AND DO NOT IRON.    


PRICES

WHAT CURRENCY ARE YOUR PRICES IN?

ALL PRICES DISPLAYED ARE IN EURO (€).


SIZES

HOW DO I KNOW WHICH SIZE WILL FIT ME BEST?

THE SIZE GUIDE SERVES AS A GENERAL GUIDELINE FOR HELPING YOU FIND YOUR CORRECT SIZE FIT. PLEASE BEAR IN MIND OUR SILHOUETTES DO VARY FROM A SLIM TO OVERSIZED FITTING – SO PLEASE ALWAYS CHECK THE DESCRIPTION. IF YOU HAVE ANY QUESTIONS REGARDING A FIT OF A GARMENT PLEASE EMAIL INFO@LUZDELUX.BE BEFORE PURCHASING. 

SIZE GUIDE

BETAAL VEILIG MET

Copyright © All Rights Reserved LOUNGEMARK

Open Dinsdag tot Zaterdag 10-18u

Deze website maakt gebruik van cookies. Door te klikken op "Accepteren" gaat u akkoord met ons gebruik van cookies.

Lees meer
Accepteren