FAQ - Frequently Asked Questions

Q: Do you ship to P.O. Boxes?

A: Not at this time.

 

Q: I haven’t received my item. Who should I contact?

A: All orders are processed Monday through Friday but are not processed or shipped on weekends or holidays. If you still think your order is missing in action, send us an email at customercare@lurelly.com with your order information.

 

Q: How will you notify me if there is a problem with my order?

A: All order communication is done via email, so it’s important that your email address is accurate and current.

 

Q: Do you ship orders overseas?

A: Yes, we ship orders all over the world. All order communication will occur via email, so it’s very important that your email address is current. Please make sure to double-check the shipping address, too.

 

Q: How much will I pay for International shipping?

A: Your shipping price will be determined online by the weight of your order and the shipping destination. After the "Shipping Address" page, you’ll see price for your order.*

* PLEASE NOTE: CERTAIN COUNTRIES CHARGE ADDITIONAL CUSTOMS FEES AND INDEPENDENT CARRIER CHARGES. LURELLY CAN'T ANTICIPATE THESE COSTS AND WILL NOT BE ABLE TO REIMBURSE YOU FOR ANY ADDITIONAL FEES INCURRED. BEFORE PLACING YOUR ORDER, PLEASE CONTACT YOUR LOCAL CUSTOMS OFFICE TO FIND OUT WHAT KINDS OF FEES YOU CAN EXPECT.

 

Q: Can you designate my order as a gift so I don’t need to pay custom fees?

A: We’re sorry, but we are not able to designate any packages as gifts.

 

Q: What are my International shipping options?

A: All International orders ship via UPS.

 

Q: How long will it take my International package to arrive?

A: Canadian orders typically arrive within 6-10 business days; all other international orders typically arrive within 10-20 business days. Customs inspections may cause unforeseeable delays, both when leaving the United States and entering another country.

 

Q: Are there any other charges, taxes or duties?

A: You may be subject to import duties and taxes that are levied once a shipment reaches the destination country. UPS, Lurelly, or any other independent shipping carrier can not be held liable for any additional charges you may incur. Additional charges for Customs clearance must be borne by you. Lurelly has no control over these charges and cannot predict what they may be.

Each country has their own Customs regulations that may or may not charge for certain types of merchandise or material included in your order. When ordering from Lurelly, you are considered the Importer of Record and must comply with all laws and regulations of the country in which you are receiving the goods.

Each order will be accompanied by 3 copies of a Customs form that will document what is in the package and provide a dollar amount of the value of the package. If something is damaged, they will need to know the value of the item(s). You should contact your local Customs office for further information.

 

Q: Can I change my order once it has been submitted?

A: Our first priority is to ensure that your items ship out as quickly as possible. Therefore, once your order has been confirmed, it is immediately sent to our warehouse for processing. Due to this, we are unable to modify or cancel your order once it has been submitted.

 

Q: What types of payment do you accept?

A: We accept Master Card, VISA, Discover, American Express, PayPal and ATM/Debit Cards with a VISA or Master Card logo.

 

Q: Do I have to pay taxes on my purchase?

A: Yes, sales tax is calculated according to the state and county tax laws in which the order is being shipped. The tax calculation shown online is only a quote. There are situations where this quote will differ from the total charged. Once your order is finalized, the sales tax will be re-calculated based on city, state, county and district tax rates.

 

Q: When will I receive my order?

A: Orders are processed Monday through Friday. Before your order ships, please allow 1-2 business days for order processing, some items will need additional processing time to ship, this will be noted on the product descriptions. Orders are not processed or shipped on weekends or holidays.

Lurelly may need to contact you if there is an issue with your order, so please keep your member information updated! All order communication is done via email, so it is important that your email address is accurate and current.

Keep in mind, if you request that no signature be required for delivery and the package is left unattended, you're accepting full responsibility for loss or damage. For security purposes, a request for signature cannot be removed for packages being delivered to select areas.

 

Q: If I return merchandise, how long will it take to receive my credit?

A: Returns can take up to 5 business days (7 if during holiday) to process once it has been received. The refund is issued once the return is processed and depending on your bank’s policy it can take up to 6 business days if in the US and 20 if you are international.