FAQs
What is the delivery time for my order?
When you order from Lutique, the delivery time may be slightly longer than usual. Since our products are shipped directly from our suppliers, we save on storage and transportation costs. This allows us to offer highly competitive prices.
The average delivery time is 10 to 15 business days (Monday to Friday, excluding public holidays).
Customs & Duties
All orders are shipped with duties handled in advance.
You will not be charged any additional fees upon delivery.
What should I do if I have not received my order?
Due to the high demand for our products, your order may sometimes arrive later than expected. Thank you for your understanding. If this timeframe has passed and you still have not received your package, please send an email to contact@lutique.com. We will investigate the status of your order.
I want to exchange or return my order — how do I proceed?
To return a product, please contact our customer service at contact@lutique.com. Include your name, your order number (e.g., #0000) found in the confirmation email, and the reason for the return. We will provide you with the return address and confirm the procedure. You may then send the product back using the carrier of your choice.
How much does a return cost?
Return shipping costs are the responsibility of the customer. The exact cost depends on the carrier used. Please check your shipping provider’s website for current rates.
What are the return conditions?
You always have a 30-day return right from the date of receipt. Conditions:
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The return period has not expired
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The product is in its original packaging with all tags intact
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The product is unused
Which payment methods can I use?
We accept payments via American Express, Visa, MasterCard, and PayPal. If you are unsure, simply follow the instructions on the checkout page to see all available payment options.
All transactions are handled through secure and reliable systems, making them 100% safe.
I did not receive my order confirmation email — what should I do?
This should not happen. Please send us an email with your full name and email address at contact@lutique.com, and we will assist you as soon as possible.
Can I cancel my order?
If you wish to cancel your order for any reason, send an email as soon as possible to contact@lutique.com with your name, your order number (e.g., #0000), and if possible, the reason for the cancellation.