SHIPPING & RETURNS
What shipping options do you have?
We offer free shipping from CHF 300.00 for orders shipping inside of Switzerland. For orders under CHF 500.00, shipping is CHF 9.00. Please allow 2-6 business days for arrival. We ship with signature required.
What countries do you deliver to?
At this moment, shipping to any other country apart from Switzerland is on-demand only. Orders shipped to any destination other than Switzerland are final sale and exempt from returns.
Do you deliver to PO boxes?
We do not ship to PO boxes. Please provide a non-PO Box address for the shipping address.
My tracking number says my order is delivered, but I cannot find it.
If your package has not arrived on the desired delivery date, please contact us at email@example.com with your order number. We will follow-up with you within 2-3 business days with updates and next steps. In addition, we recommend checking with your neighbors to see if they accidentally received your package. It can take up to two weeks to replace lost merchandise while we investigate with the SwissPost. LaLuz is not responsible for lost packages reported more than 3 weeks past the delivery date.
What is your domestic return policy?
We accept returns of unused and unworn products within 30 days of shipment of your order. We will charge CHF 9.00 for the shipping fee. If we receive a return and it has been worn or damaged, we can only offer LaLuz credit. Damaged product may also be sent back to the customer.
What is your international return policy?
At this moment, LaLuz does not accept international returns. All international sales are final. Please contact firstname.lastname@example.org if you need further assistance.
How do I make a return?
To begin the return process, please log into your account and view Order History. For items that are eligible for return, you will be able to select Return Item(s). Please follow the prompted steps to complete the Returns Process. Once we receive your return, it can take up to 7 business days for your refund or credit to process. There will be an email confirmation when it has been completed. Please note that any shipping or gift boxing charges are non-refundable.
LaLuz monitors customer account and transaction activity. LaLuz reserves the right to refuse transactions and orders based on returns or order behavior.
How do I make a return if I checked out as a guest?
You can find your Order History by signing up for an account using the same email address that you used to purchase. Once you have set a password, please log in to your account. Then, you can view your Order History and select the eligible items for return.
What do I do if my return is lost?
If you choose to use your own shipping method to send your return back, LaLuz is not responsible for lost packages. We recommend using a traceable shipping method to help prevent this. For all lost returns, please contact email@example.com.
What is your exchange policy?
We are unable to exchange items unless the items are defective or damaged. If you would like a different size or product, please initiate a Return on your account and select for the return via LaLuz Merchandise Credit. We will charge CHF 9.00 for shipping. You will receive a prepaid return label from us to ship back your unwanted product. Once your return is processed, you will receive an email confirmation that the credit is in your account. You can then place an order for the desired item. Alternatively, please place a new order and return the product that you no longer need.