Frequently Asked Questions

Luello is a trendy online boutique catering to those individuals looking for unique, lifestyle brands at competitive prices.

Luello ships worldwide using Federal Express and Canada Post.

You only need to register on our site if you are making a purchase, or if you want to be sent our promotions and flyers through our mailing list. By registering, you are initiating an account that only you may access. You may access your account by using your email address and a password that you have created. Only you will have access to this information.

There is immediate support available between 9am- 5pm Monday to Friday EST. Should you have any questions regarding merchandise, your order, or anything else, please send an email to info@luello.com or log onto our live support chat.

All prices on Luello.com are in US Dollars.

We recommend that you hang dry items and wash on a gentle cycle. Some items are extremely delicate and a washing machine/dryer could possibly damage the items. Be careful if ironing items and NEVER iron foil prints or embellishments.

If you want to place an order, you need to register to the site, however if you would simply like to be advised of future sales and promotions, insert your email address into the "Join our VIP Program" at the top of the page. You will receive updates on new products, brands and promotions.

No, we value our customers' privacy and you will only be contacted by our company. Our goal is to provide information on the newest products, current promotions, or any other information we feel is relevant to our customers. We do not disclose customer information to any third parties or sell customer lists.

Luello strives to achieve superior customer service. In order to maintain quality service, we require the input and assistance of our customers. Therefore, any questions, concerns, comments, and ideas which you communicate with us at info@luello.com, are greatly appreciated and treated with sincere consideration and care. In addition, if you are part of the Luello mailing list, you may receive emails concerning promotions, events and optional surveys.

Send us a message, and we will look into carrying it!

Should you forget your password when logging in, click the "password forgotten?" icon. A temporary password will be sent to your email address. You may use this password to log into your Luello account. We urge you to change your temporary password as soon as possible to ensure greater security.

Please visit the "My Account" section of the store, sign into your profile and select "view or change my account information". All changes to your personal information (birth date, phone number, etc.) can be made here.

In order to change your email address, please visit the "My Account" section of the store, sign into your profile and select "view or change my account information". All changes to your personal information (birth date, phone number, etc.) can be made here.

Most items will ship within 24-48 hours, for validated orders. Items are usually shipped the next business day. Please note that we do not process orders on the weekend, so orders placed Friday evening are shipped out Monday.

Once an order has been received, and the PayPal payment goes through, you will receive an email that confirms that your order is being processed. Once the order has been shipped, a shipping confirmation email will be sent including the tracking # for your order. You can always contact info@luello.com for an update if you have not received any confirmation emails.

Merchandise found on Luello.com may be subject to frequent change. Although Luello attempts to maintain correspondence between on-line merchandise and available stock, various items appearing on the website may be out of stock. If the ordered item is no longer available, you will be notified within 48 hours of purchase and a refund of the payment will be issued. You can also order a replacement item.

Please see our return policy at: http://www.luello.com/shop/shipping-returns.html

We will accept exchanges and refunds up to 14 days from the date of delivery. Items must be returned with their original tags still attached*. Items must not be altered, washed or worn. Returns for undergarments and swimwear are not accepted. Should you receive a defective item, the wrong item, or an item in the wrong color or size, you must notify us no later than 5 business days after the receipt of the product. Notifications received after 5 business days will not be considered for exchange or return. You are responsible for the return shipping costs. Luello.com does not refund shipping costs on returns or exchanges. Items returned for refund are subject to a 15% restocking fee. Refunds of up to $9.99 for return shipping are only issued in the case of a processing error on the behalf of Luello. For the full policy please visit: http://www.luello.com/shop/shipping-returns.html

• Send us an email at returns@luello.com to obtain a Return Authorization Number (RA#). In the subject box please indicate whether the item is a return or exchange. Should you return a product without a Return Authorization Number, you will not receive a credit for the transaction.
• The RA# for items to be returned or exchanged must be requested within 2 weeks from the date of delivery.
• Should you receive a defective item, the wrong item, or an item in the wrong color or size, you must notify us no later than 5 business days after the receipt of the product. Notifications received after 5 business days will not be considered for exchange or return.
• Items returned for refund are subject to a 15% restocking fee.
• Items must be returned with their original tags still attached. Items must not be altered, washed or worn. Returns for undergarments and swimwear are not accepted.

Once you have received your Return Authorization Number:

• To receive an exchange or refund you must ship the item(s) back to Luello within 1 week of receiving your Return Authorization (RA #).
• Should you fail to ship the item(s) within the specified period you will not receive an exchange or refund and the RA# will be considered void.
• If possible pack the item(s) in the original shipping box.
• On the original invoice, please indicate the RA#, as well as the reason for return/exchange and place the invoice inside the shipping box.
• Clearly indicate the RA# on the shipping box.
• All items must be pre-paid to ship, we highly recommend that you insure all returns for the full value by a traceable carrier, (For Canada preferably Canada Post, and the US USPS). These guidelines are provided for your protection. We will not be responsible for return shipping losses.
• Once the package has been received by the Luello offices, we will send you an email confirming your return.
• Luello is not responsible for lost or damaged return packages.

Depending on your method of payment through PayPal (eCheck, Credit Card, etc.), it may take up to 14 business days from the date your refund was processed to appear in your PayPal account.

Depending on the policies of your financial institution, it may take from 5-15 business days from the date your refund was processed to appear on your credit card statement.

Luello doesn't charge your card until your order is ready to ship. In the event that the item is sold out or some other issue arises, a customer service representative will contact you via phone or email. Luello will process your card for an authorization (an approval on a cardholder account for a sale amount) when placing your order. When your order is ready to ship we will finalize the transaction and process a charge to your card.

No. There are some requirements that we may ask you to fulfill in order to verify your order. For some International orders, Luello may request a faxed or email copy of the credit card used (front and back), and a proof of identity (government issued identification card). This is to protect both the cardholder and Luello in regards to unauthorized shipments. Luello uses a comprehensive address verification system; however there are cases where addresses are unable to be verified. In these cases, Luello reserves the right request this information. Please note all personal information is kept strictly confidential. We will never share your information.

We currently accept the following methods of payment: Visa, MasterCard and PayPal.

When you are going through the checkout, and get to the "payment method", select "Secure online payment service" and proceed with your card information.

When you are going through the checkout, and get to the "payment method", click on the PayPal icon which will redirect you to their site.

Canadian residents living outside the province of Quebec pay 5% GST on the balance. Quebec residents pay 5% GST and 7.5% PST on the balance. Outside of Canada, orders may be subject to duties or customs fees.

International shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. We do not take responsibility for any custom fees and issues for shipments.

Luello doesn't charge your card until your order is ready to ship. In the event that the item is sold out or some other issue arises, a customer service representative will contact you via phone or email. Luello will process your card for an authorization (an approval on a cardholder account for a sale amount) when placing your order. When your order is ready to ship we will finalize the transaction and process a charge to your card.

Luello uses PayPal, as it allows anyone to pay in any way they prefer, including through credit cards, bank accounts, buyer credit or account balances, without sharing financial information. Luello customers have the option of signing in to their own PayPal account, or using their safe and secure third party payment page (no PayPal account necessary).

For Credit Card and PayPal orders, the billing name and address must match the information for the shipping address. This is for your safety and ours.

If you wish to ship your order to a different address (i.e. as a gift) you must call your credit card company to add an additional "ship to" address, then provide the alternate address and your bank/credit card's phone number in the order notes so we can verify the information. If the address and phone number are not provided in the order note, your order may be delayed during the verification process.

There are several shipping options. You can view your options on our shipping page; or when you go through the checkout your options will be displayed for your selection. View our full shipping policy at http://www.luello.com/shop/shipping-returns.html

In the checkout, the shipping prices include an estimated date of delivery. Please note that all delivery dates are an estimate made by the parcel service itself. Once the item has been shipped, Luello will assist all customers in tracking delayed orders, however is not responsible for delays in the postal service.

In the case where items are not received and are sent back to Luello by the postal service company, you will be charged the total cost of shipping. We will be in contact with you once we have received the package and you will be issued a credit for the item(s).

You will be charged the shipping fees and then a refund will be issued for the balance.

We ship worldwide using Federal Express and Canada Post. Each service offers several options for delivery. We also offer free standard shipping for orders over $150 to Canada and the US. Please see our shipping page for more details http://www.luello.com/shop/shipping-returns.html.

If you would like to have your item(s) shipped to a P.O. Box address, you must choose PayPal as your method of payment. You will have to make sure that your P.O. Box address has been confirmed by PayPal as a valid address before submitting it to us as your shipping address. Payment options other than PayPal do not qualify for P.O. Box shipping. Luello reserves the right to refuse shipment to P.O. Box addresses when PayPal is not used as the payment method.