Shipping policy

Last updated: August 23, 2026

At LUGA, we aim to get your order to you safely and as quickly as possible. Please review the information below before placing your order.

1. Order Processing

Once your order has been confirmed, it will be prepared for fulfilment.

Processing times may vary depending on the product, order volume, availability, and destination. Once your order has shipped, you will receive a confirmation email with tracking information where available.

Please note that processing time and shipping time are separate.

2. Shipping Times

Delivery times depend on your location and the shipping method available at checkout.

Estimated delivery times will be provided where possible. These estimates are not guaranteed and may occasionally be affected by courier delays, customs, weather, public holidays, or other circumstances outside our control.

3. Shipping Costs

Shipping charges, where applicable, will be calculated and displayed at checkout before you complete your purchase.

Any free-shipping promotions will be subject to the conditions displayed on our website at the time of purchase.

4. International Shipping

LUGA may ship to selected international destinations.

International orders may be subject to customs duties, import taxes, or other local charges depending on the destination country.

Where these charges are not collected at checkout, they may be the responsibility of the customer. LUGA does not control charges imposed by local customs authorities.

5. Tracking Your Order

When tracking is available, you will receive your tracking details after your order has been dispatched.

Please allow some time for the courier's tracking system to update after receiving your shipping confirmation.

If you have not received tracking information or believe there is a problem with your shipment, contact us at info@myluga.com.

6. Incorrect Shipping Information

Please check your delivery information carefully before completing your order.

LUGA cannot guarantee that an address can be changed once an order has entered processing or has been shipped.

If you notice an error, contact info@myluga.com as soon as possible with your order number and the correct information.

Additional shipping costs resulting from incorrect or incomplete information provided at checkout may be the customer's responsibility where permitted by applicable law.

7. Delayed Orders

Occasionally, deliveries may take longer than expected due to circumstances outside our reasonable control.

If your tracking has not updated for an extended period or your order has passed its estimated delivery timeframe, contact info@myluga.com and we will review the shipment.

8. Lost Packages

If you believe your package has been lost in transit, please contact us with your order number and tracking information.

We will review the shipment and, where appropriate, work with the delivery provider to investigate and determine the appropriate resolution.

9. Damaged Deliveries

If your order arrives damaged, please contact info@myluga.com as soon as possible.

Include your order number and clear photographs or videos of the item and packaging where applicable.

Damaged, defective, or incorrect products will be handled in accordance with our Returns & Refunds Policy.

10. Multiple Shipments

In some circumstances, products from the same order may arrive in separate packages.

If this happens, you may receive more than one tracking number and the packages may arrive at different times.

11. Contact Us

For questions about shipping, tracking, delivery, or a missing order, contact:

LUGA Customer Care
info@myluga.com

Please include your order number whenever possible so we can assist you more quickly.

Nothing in this Shipping Policy affects your statutory consumer rights.