Frequently Asked Questions (FAQ)

What payment methods are available?

At Luzdu, you can safely and conveniently use the method:

• Visa
• MasterCard
• American Express (AMEX)
• Apple Pay
• BLIK
• Paypal

All protections are in place to keep your data safe.

How long does it take to get a response to my inquiry?

Our customer service team responds to messages upon receipt, including the possibility of replying within 24 hours on business days .

Can the delivery address be provided after placing the order?

Orders are prepared and shipped within 1–2 business days (Mon.–Fri.) . If you want to change the delivery address, contact us immediately , providing your first name, last name, and order number.

An occurrence is allowed that may happen, but if it happens earlier, it is not possible .

What is the order processing time?

Orders are processed within 1–2 business days , depending on the number of users.

What is the procedure?

Our warehouse ships orders from Monday to holidays.

After placing the order, an email with options will be sent.

• Standard delivery: 5–8 business days (Mon.–Fri.)
• Total time from orders to delivery: 6–10 business days

What happens if the product is unavailable?

If a product is unavailable, we will contact you by email, providing the earlier expiration date.

Security check by 14 days , we will automatically refund the money for the unavailable product.

How long will it take to receive a refund after returning the product?

When the shipment arrives at our warehouse, you will receive a refund within 10 business days.

What if the address is delivered?

If you notice an error in the delivery address:

• Contact us immediately, providing your first name, last name, and order number.

Resolution is made through the provided data. Changes cannot be made after shipping.

What to do if I receive a product?

We’re sorry if your order arrived damaged. Contact us with your order number and provide details.

Our customer service team will help you with any issue – you can receive a replacement or refund.

How can I get my order?

Go to the tab “Track your order” in the menu or footer of the page. Enter the application number to check delivery status.

My application number doesn’t work – what could be the issue?

Numbers may be needed for 24 hours , so it can happen.

If it still doesn’t work, contact us at: info@luzdu.com .

Is a product missing from my order or received item?

Some orders may be shipped in multiple packages.

If products are missing from the delivery or you received the final item, contact us within 30 days from delivery by e-mail: info@luzdu.com .

What are the return conditions?

Products must be returned in in original condition and ensure . Returned items must not be used, washed, or worn.

Who covers the return costs?

• In case of damage or defective product – Luzdu return costs .
• In other return cases (e.g., exchange, consequences) – costs incurred by the customer .

Contact details

• E-mail: info@luzdu.com
• Number : +31 6 38 27 56 99
• Company : Luzdu (GOLO Group Limited )
• Address : Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong
  
• KVK :  79831933
• Customer service hours : Mon–Fri 09:00–17:00 (CET/CEST)
• Response time within 24 hours on business days