Delivery and Returns: Hassle-Free Shopping Experience
*Important information*
All pallet deliveries are to the PORT ONLY. Once the product(s) have reached the port, the customer is then responsible for getting the product(s) from the port to the customer's address. All parcel deliveries will be delivered directly to the customer's address.
To arrange a 'to door' service for pallet deliveries, please contact sales@lusso.com.
DELIVERY TRACKING
You can track the status of your order as it progresses at my.lusso.com. It may take up to 48 hours from confirmation for your order to become active.
Delivery costs
| Orders under AED 1000 | AED 500 |
| Orders over AED 1000 | FREE |
If you are ordering several products you will only pay one delivery charge however if you require your order in multiple deliveries, we reserve the right to charge additional delivery charges.
Orders under AED 1000
AED 500
Orders over AED 1000
FREE
DELIVERY TIMESCALES
Pallet Deliveries - 4-6 weeks
Parcel Deliveries - 10-14 days
We aim to deliver a fast and efficient delivery service to the United Arab Emirates, though we must stipulate that product lead times may vary, therefore we ask that you only arrange fitting and installation once you have received your goods in full.
Please note that the above time frames are estimates only, and if you don’t receive your order to the port by the expected delivery date, please email customerservice@lusso.com
For orders containing items with longer lead times, expect to add additional time to the delivery timeframes above. For more accurate updates on delivery dates for these types of orders, please visit my.lusso.com or email customerservice@lusso.com.
CUSTOMS & IMPORT FEES
A ‘customs charge’ will be applied once your order arrives within the destination country. Lusso are not liable for this fee and the customer will be responsible for paying this to the authorities. Custom charges will apply subject to the specific regulations of the country.
If you do not pay the customs fee, your local authorities may withhold the items or return them to us, however this may incur a holding charge for storage. Please note that this will vary per location.
RETURNS
We strive to ensure that your shopping experience is as best as it can be. We understand there may be instances where you need to return an item, therefore we try to make this as easy as possible. Please review our returns policy below for information on the return timeframe and procedures.
You have 14 days from the date of receiving your order to initiate a return. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.
Customers are responsible for the cost of return shipping unless the item is due to an error on behalf of Lusso or due to an item defect, which shall be agreed with our customer service team prior to the return. It is essential to obtain a return authorisation before sending back any items. Unauthorised returns may not be accepted.
Please contact us at customerservice@lusso.com to advise that you wish to return your item(s). Refunds will be processed within 14 business days after we receive the returned item. If you have any questions or concerns regarding the return process, please contact customerservice@lusso.com
When returning goods to us please include a copy of your invoice, cancellation notice (where applicable), or a written note of your name, address, e-mail address, order number, and reason for return. This will speed up the processing of your return.
If your package was delivered with an A-Frame you must ensure your item(s) is placed inside the original A-Frame, exactly how it was delivered. Returning items without the original A-Frame increases the risk of damage or loss, for which you will not be compensated. Please note that not all deliveries will include an A-Frame.
A restocking fee may apply to returns that do not meet our eligibility criteria or are initiated outside the specified returns period.
Please check each item is as ordered and appears in good condition. In the instance that you receive damaged goods, you must notify us in writing by email within 48 hours from the day after delivery.
By making a purchase with us, you acknowledge and agree to abide by our Returns Policy above.
FREQUENTLY ASKED QUESTIONS
Can I return my item if it’s unsuitable?
Yes, for all returns please see our returns policy above.
How do I track my order?
You can monitor the progress of your order before it leaves our warehouse at My Lusso.
What do I do if I’m unhappy with my lead times?
If you’re unhappy with the lead times given, please contact us and a member of our customer service team will happily advise further or present you with alternative options.
