Your business is important to us. Luello prides itself in quality customer service. For that reason, the following information is provided to you to ensure complete service satisfaction.
Billing/Shipping Addresses
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.
Cancellations and Changes
If you would like to cancel or change your order, please email info@luello.com as soon as possible. We will do everything we can to accommodate your request. Please note that we cannot change or cancel an order once it has entered the shipping process.
Care for Items
Due to the nature of the materials used, 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.
Checkout
When you're done shopping, click "Checkout"; you will be prompted to sign into your account if you have not already done so. All of the items in your shopping bag appear in your order during checkout. If you don't want to order all of the items, simply edit your shopping bag. During your checkout, you will be asked to confirm that the information listed for the billing and shipping addresses are correct.
Colours
We have made every effort to display as accurately as possible the colours of our products that appear. We cannot guarantee that your computer monitor's display of any color will be accurate.
Communications
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. Any non personal information supplied is considered to be the property of Luello. All personal information is kept strictly confidential. We will never share your information.
Currency
All prices on Luello.com are in US Dollars.
Customs and Duty Charges (International Orders)
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.
Disclaimer
Luello will not be held legally accountable for any damages caused to any of the equipment you use in relation to the website. Your use of the Luello website constitutes your acceptance of responsibility for servicing or repairs required in connection with the use of the website.
International Orders
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.
Item Availability
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 48-72 hours of purchase and a refund of the payment will be issued. Registered members will receive updates on new arrivals, upcoming events and promotions.
PayPal
Luello uses PayPal, which allows anyone to pay in any method they prefer, including credit cards, bank accounts, account balances, etc., 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).
Promotion codes and how to use them
Occasionally we offer promotions that involve coupon codes. This code lets us know that the special offer should be applied to your orders. Make sure to read the rules and regulation that accompany each promotional offer.
To use the code is easy:
- Just shop and check out as you normally would
- When you get to the checkout, enter your coupon code in the space provided.
- Once you have entered the code and clicked "Confirm", you should see that the promotion has been applied to your order
Sales tax
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.
Security
All transactions submitted to us are encrypted with 128 bit SSL security and cannot be intercepted by outside parties, guaranteed*.
*If unauthorized purchases are made with your credit card to Luello, please contact your credit card company first.
Tax Exemption Purchases
If you are making a purchase for a tax-exempt organization or are an individual that qualifies for a tax exemption, please contact our customer service team at luellosales@luello.com . To ensure compliance with all local and federal tax laws, all requested forms and information must be received and verified by our customer service team before a purchase can be placed without tax.
Wrong address, non received/return to sender items
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).
If you have any further questions regarding the terms and conditions of Luello.com, please do not hesitate to contact us: info@luello.com
We reserve the right to change the terms, conditions, and/or policies on this website or modify any features of this website at any time without prior notice. Any changes to our terms, conditions and /or policies will become effective upon our posting of the revised terms, conditions and/or policies on the site. Use of the site following such changes constitutes your acceptance of the revised terms, conditions, and/or policies then in effect.