Shipping, exchanges, and returns
SHIPPING
SPAIN
We offer 2 types of shipping:
1. Shipping to store: This service is free of charge and has an estimated delivery time of 2-5* business days.
2. Home delivery: This shipping is free on orders over €80. For orders under €80, the cost is €4.95.
We do not ship to P.O. boxes.
*During periods of high demand (Black Friday, Sales, or promotions), shipping times may be extended by up to 15 business days.
EUROPE
For orders within the European Union, the estimated delivery time is between 3-5* business days. This shipping is free on orders over €150. For orders under €150, the cost is between €15 and €20, depending on the exact location.
We do not ship to P.O. boxes.
*During periods of high demand (Black Friday or Sales), shipping times may be extended by up to 15 business days.
If, after purchasing at www.luabasque.com, you are not satisfied with an item, you can exchange or return the garments up to 30 days after the date of receipt of the products. It's very simple!
To make an exchange or return, the garment must not be worn or damaged; it must be in the same condition in which it was delivered. Orders placed online can be returned in physical stores or by ordinary mail.
EXCHANGE AT YOUR NEAREST STORE
You can exchange online orders for other items in Lua physical stores by presenting the order confirmation or the purchase receipt.
In this case, you can exchange the garment for another item or return it and receive a store credit for the same amount.
The store credit will be valid for 1 year.
RETURNS BY MAIL
Online orders can be returned in the following 2 ways. Return costs are to be borne by the customer.
Items must be well-packed in their original packaging or a similar one. Garments must be in perfect condition; in the same condition as when the order was received. Please make sure to indicate the purchaser's name and order number for the correct processing of the refund.
To obtain the office address or if you need help during the process, do not hesitate to write to us at luabasque@gmail.com.
1. With a courier of your choice:
Send your package through any courier company, ensuring the package is well-sealed. Indicate the sender and the delivery address in a visible area of the package.
We recommend making the return via certified mail or with acknowledgement of receipt. Otherwise, we will not be held responsible in case of loss or delivery of the package in poor condition.
2. With a pick-up requested at your home:
Write us an email at the address luabasque@gmail.com indicating the address, date, and time you wish to request the pick-up.
Ensure the package is well-sealed so that the pick-up can be performed.
The service has a cost of €4.95, which will be deducted from the refund amount.
Once we receive the package, we will proceed to inspect the products, and if everything is correct, the refund will be issued using the same payment method used for the purchase.
The refund may take a few days to appear in your account, as it depends on the banking institutions. Remember that the refund does not include shipping costs.
It is only possible to process refunds for products purchased in our online store.
SIZE EXCHANGE
If you would like a size exchange or if there is an error with the garment received, contact us by email at luabasque@gmail.com and we will resolve the issue.