NEED HELP?
FREQUENTLY ASKED QUESTIONS
View the most frequently asked questions here. Didn’t find the answer you were looking for? Please contact our support team at: support@lurevina.com
ORDER AND DELIVERY
Are there any shipping costs?
We take care of the shipping costs, you won’t be charged any shipping fees.
When will I receive my order?
We strive to ship your order as quickly as possible. Delivery within the UK generally takes 6–13 business days, consisting of:
- Processing Time: 1–3 business days (This includes order confirmation, quality inspection, and secure packaging.)
- Delivery Time: 5–10 business days (The exact duration may vary depending on your location and the carrier’s service.)
The estimated delivery time has passed, where is my order?
Your order usually arrives within the indicated timeframe, but occasional shipping delays may occur. If your package hasn't arrived within three days after the expected delivery date, please contact us, we’re happy to help.
Where can I find my order number?
Right after placing your order, you’ll receive a confirmation email containing your order number. If you haven’t received it, please check your spam or junk folder. Still nothing? Contact us via our contact page, we’re happy to help.
RETURNS AND EXCHANGES
What is your return policy?
If you’re not completely satisfied with your purchase, you may return it within 30 days of delivery, as long as the item is unused and in its original condition. Please note that return shipping costs are the customer’s responsibility.
How do I start a return or exchange?
Just send us an email at support@lurevina.com with your order number and the reason for your return. We’ll share the return instructions and the correct return address with you.
How long does it take to receive my refund?
Once we’ve received and inspected your return, refunds are typically processed within 10 business days. The amount will be credited back to your original payment method.
TRACK & TRACE
Where can I find my tracking code?
After your order is placed, you’ll receive a confirmation email including your order number. You can use this to track your shipment.
Why isn’t my tracking code showing any updates?
Tracking details only become available once the shipping carrier has scanned your package. Please allow a few hours for the information to appear in their system.
PAYMENTS & SECURITY
Is the website secure?
Absolutely. Our website uses SSL encryption, and all payments are processed securely. We do not store any payment information on our servers.
Which payment methods do you accept?
We offer a variety of secure payment options, including Visa, Mastercard, Diners Club, Discover, Maestro, Apple Pay, Shop Pay and Google Pay. All transactions are securely processed in British Pounds (GBP) via Shopify Payments.
PRODUCT & ORDER INFORMATION
Can I change my order?
If your order hasn’t shipped yet, we may be able to update it. Please reach out to us as soon as possible. Once it has been dispatched, we’re unable to modify or cancel the order.