FAQ

Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please Contact Us directly.

Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please Contact Us directly.

• The item you ordered did not arrive within the time promised by the seller.
• The item you received was not as described.
• The item you received that was assured to be genuine was fake.

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must Contact Us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

• you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
• you receive the wrong item
• you do not want the product you have received (but you must return the item at your expense and the item must be unused)
• We do not issue the refund if:
• your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
• your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

1. What is 3-D Secure?

• 3-D Secure is an XML-based protocol designed to be an additional security layer for online credit and debit card transaction with the intention of improving the security of Internet payments.
• When the cardholder makes a purchase with a participating merchant, a pop-up appears demanding that the cardholder activate the card by entering a password and personal information.

2. What do you need to do as cardholder?

• If 3-D Secure is required, you will be directed to page of bank to fill in personal information during payment.
• Please follow instruction there to complete 3-D secure activation in order to pay for your order.

CVV is an anti-fraud security feature that helps verify the identity of cardholder. You can find it with below instruction and input it for payment.

To ensure payment safety, there will be a payment verification process which takes no longer than 24 hours.

Successful verification will help update the order status to “Awaiting Shipment”. After order status updates, the seller will be preparing the shipment. For more information about receiving goods.

Unsuccessful verification breeds a closed order. Payment will be returned to your credit card which you used to pay for this order, normally you will receive the refund in 10-20 days. For more information for getting refund.

In below scenarios, payment verification may exceed 24 hours:
1. Sorfort Banking payment, which takes about 6 days to reflect payment in our system normally. Therefore, please wait 6 days and check the order status.
2. Payment made by other payment methods, other than Sorfort Banking . There might be a delay because there is an enormous number of orders. Please wait a few more hours and check again.

For some payment methods, it takes more time for the payment status t be updated. During Shopping Festival, there are more orders with limited discount and limited timeline for payment. In order to receive payment before order closed, please pay for your order as soon as possible.

After seller sends out the order, it usually takes 11 days at most for the tracking information to be updated.

If tracking information on the order page is still not updated 12 days after shipment, you may Contact Us for more information

As buyer is obligated to do the customs clearance, please contact the local customs to know the detained reason first:

1. Importing tax/document is required. Please pay the tax/provide the document for customs clearance.

2. Document from Our seller is missing. Please contact us to get the required document, and then clear the customs.   Below is the contact information of customs in several countries:

As buyer is obligated to do the customs clearance, please contact the local customs to know the detained reason first:

1. Importing tax/document is required. Please pay the tax/provide the document for customs clearance.
2. Document from Our seller is missing. Please contact us to get the required document, and then clear the customs. Below is the contact information of customs in several countries:

The carrier is distributing your package now. Please wait in patience or check with local post offices or the carrier in the destination country.

Contact information of the local post office in some countries:

If you purchase a product with a label as “”, you could ask for free return in local within 15 days after receipt.

How to return?

FAQ

Q1：What does “” mean?

A1：It means that you could return the item within 15 days after receiving the item by free.

Q2：Why some products have the label of Free Return, some not?

A2：It depends on the sellers. If the sellers support free return service, you could see “Free Return” labels.

Q3：What is the deadline to apply for a free return?

A3：You must apply within 15 days of receiving the item(s). Please choose “Return Goods” if you prefer to apply for return. If no reason to return, please keep them in perfect condition, without using or removing the labels and the original packaging.

Q4：Can I make an exchange instead of a return?

A4：We’re sorry, but item exchanges are not currently supported. However, you may place a new order before or after receiving a refund, since the return order and the new order are independent processes.

All orders placed on LuaPer are protected by a standard set of guarantees, also known as Buyer Protection.

Buyer protection starts from the moment you have paid for your order. The Buyer Protection period will be displayed in the form of a countdown clock on my orders page. Once you have confirmed receiving your order, you will have 15 days to apply for a refund.

If you are not satisfied with the product you received, please Contact Us to agree on a solution. If that doesn’t help, you can apply for a refund by opening a dispute before the Buyer Protection has ended.