LOVE LUZ as a print on demand company only accept returns if there is a fault with the product.
When an order is received, if there is a print fault/print error then we take full responsibility for this. We ask that you send an image of the issue along with the order number to [email protected] and we will response within 48 hours. Once we have the images, we will issue a reprint and dispatch the replacement item(s) as soon as possible.
Should an order be damaged in transit, we also take full responsibility for this and ask for an image and the order number again sent to [email protected] and we will issue a re-print on the affected items.
If you receive an order and simply change your mind, we would not accept a return/issue a replacement in this case.
If you notice that the shipping address on an order is incorrect, please notify us as soon as possible at [email protected], including the order number and the correct shipping address.
Providing the order hasn’t yet been shipped, we will be happy to edit the destination and ship to the new address.
However, if the order has already been shipped and the address is incorrect, this isn’t something we will take responsibility for. You can place a duplicate order and we will ship to the correct address, or wait to see if the package is returned to us due to an unsuccessful delivery.
If the address is invalid, the delivery service will return the package to sender once delivery has been attempted (this can take 3-6 weeks for post to be returned). Once we have received the returned parcel, we will notify you via e-mail and await your response.
Payments can be made using major credit cards through Stripe payments.
Unless the order is too large/heavy, it will be shipped with Royal Mail.
If your order is being shipped to the UK, it will be sent RM Tracked 48. This will generate a tracking number that will be e-mailed to you in your shipping confirmation. The tracking information will update once the parcel has been scanned by Royal Mail, and again when they attempt delivery.
If we have arranged a courier for your order, then you will receive a separate e-mail from the courier advising you of your tracking number. This tracking number will be active as soon as the parcel(s) has been collected and will also list an expected delivery date.
At present we only ship within the UK.
Our shipping is calculated based on the weight of items ordered.
Orders do have to be paid upon submission.
All orders are subject to our 3 to 5 working day turnaround time before being shipped (if the orders gets to us after 12pm, the processing time will begin from the next working day).
Once the order has been dispatched, shipping times are as follows:
Royal Mail 24: 1 – 3 working days
Royal Mail 48: 2-5 working days
Courier: 1 day
You will receive an e-mail notification when your orders are shipped, which will also include the tracking number if applicable.
If an order is too large/too heavy for Royal Mail then we will send this via courier (usually DPD). You will receive a separate e-mail and associated tracking number if we ship via courier.
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