1. Destinations and availability
We aim to ship LuresBack products to most countries. Available destinations are those offered during live checkout. We may restrict delivery because of carrier availability, customs rules, sanctions, dangerous conditions or legal requirements.
A product being visible does not guarantee that it can be delivered to every address. We will contact you and refund any payment promptly if fulfilment is not possible.
2. Processing and dispatch
Orders are normally prepared on business days after payment authorisation. Weekends and public holidays are not business days. High demand, product launches, address verification or events outside our control can add processing time.
You will receive an order acknowledgement and, after dispatch, a shipping confirmation where email details are valid. A binding sale is formed on dispatch as described in the Terms and Conditions.
3. Delivery methods, costs and estimates
Available carriers, service levels, prices and estimates will be shown at checkout before a live order is submitted. The current storefront design provides free standard delivery for qualifying orders of €35 or more and shows €4.95 for smaller eligible orders; the live checkout price and destination rules will control.
Unless expressly marked guaranteed, dates are estimates, not appointments. Delivery time starts on dispatch, not order submission. Remote regions, islands and international destinations may take longer.
4. Tracking
If the chosen service includes tracking, the dispatch email will contain a tracking number or link. Carrier events can take time to appear. If tracking has not updated for several business days beyond the estimate, contact us with the order number.
5. Addresses
You are responsible for a complete and accurate delivery address, including apartment, unit, company, postcode and accessible contact information. Contact us immediately about an error. We cannot promise a change after processing starts.
We are not responsible for delay or loss caused by an incorrect address supplied by the customer, but will make reasonable efforts to assist. Any carrier fee for correction, re-routing or re-delivery may be charged where law permits.
6. Customs, duties and imports
For delivery outside the European Union, the recipient may be the importer of record. Customs duty, import VAT, brokerage, clearance or handling charges can be imposed by authorities or carriers. Unless checkout expressly says we collect them, these charges are not included and are the recipient’s responsibility.
Customs may open parcels or request information. We cannot control clearance times. Refusing a shipment because of duty may result in deductions for outbound shipping, return shipping, duty or carrier charges from any permitted refund.
7. Delivery attempts and collection
The carrier may leave a parcel in an authorised safe place, with a neighbour, at a collection point or attempt re-delivery according to its terms and local practice. Follow carrier instructions and collect within the stated period.
If a parcel returns because delivery was refused, an address was incorrect or it was not collected, we will contact you. We may refund the product price after return, less reasonable unrecoverable delivery and return costs where permitted, or arrange re-shipment at additional cost.
8. Delay
Check tracking and local carrier notices first. Contact us if the estimate has passed materially. We will investigate and, where appropriate, offer a new estimate, replacement, cancellation or refund in line with mandatory consumer law.
Severe weather, transport disruption, industrial action, customs, conflict, public-health events or government measures may delay delivery. We will provide available information and take reasonable mitigation steps.
9. Lost parcels
A parcel is treated as lost only after the carrier’s investigation or loss timeframe. Tell us promptly if tracking shows delivery but you cannot locate it. Check the address, household members, neighbours, safe places and collection points. We may require a signed declaration or carrier cooperation before replacing or refunding.
10. Damaged, opened or incomplete parcels
Inspect the parcel promptly. If damage is visible, photograph the unopened parcel, label, inner packaging and product. Keep all packaging and contact us as soon as reasonably possible with the order number and evidence. This helps us make a carrier claim and does not reduce mandatory rights.
If contents are missing or incorrect, do not use the product and contact us. We will investigate and provide the appropriate replacement, missing item or refund.
11. Multiple parcels
An order may arrive in more than one parcel. Separate tracking details may be supplied. A partial first delivery does not necessarily mean an item is missing.
12. Risk and title
For consumers, risk passes when the parcel is delivered to you or a person you nominate, unless you independently appoint a carrier not offered by us. Ownership passes once full payment has been received and the product delivered, subject to applicable law.
13. Contact
Email info@luresback.com with the order number, delivery address and a clear description of the issue. For returns after delivery, see the Returns Policy.