Shipping policy

ORDER AND SHIPMENT

How do I cancel my order?

You can not cancel your order yourself, contact our customer support hello@lealuo.eu and we will help you further. The order can not be cancelled after our warehouse has started processing the order. If your order has already been sent, you must return the product/products yourself. Contact customer service for more information.

I'm missing an item. What do I do?

Has my order been processed?

Every completed and approved order automatically generate an order confirmation. The most common reason for not receiving an order confirmation is that in connection with the order you have happened to state an incorrect email address. If you feel unsure, our customer service is available to answer your questions.

What happens if I do not collect my package?

If you do not collect your parcel, it will be returned to us as an unredeemed package. We will contact you if we have not received any information on why the parcel was not collected.

I have a problem with the website, what do I do?

In the most common cases this is due to old web history being stored, which can result in the website not working completely correctly. What you may need to do is to clear cache and cookies. If you want further instructions on how to do this, you can contact our customer support team: hello@lealuo.eu.

Why have I not received my order confirmation?

When an order has been created in our system, a confirmation is automatically sent to the e-mail address you have provided when placing the order. Please make sure that the e-mail address is correct and check your spam folder to exclude that the confirmation has ended up in there. If you're still experiencing troubles please contact our support team: hello@lealuo.eu for Europe and hello@lealuo.us for US/CA orders.

I have been charged two times for my order.

If an error occurred when you were placing your order, it might seem like your account has been charged twice. We never charge any uncompleted orders so if it looks like there is an extra withdrawal on your account, it is just a pre-authorization that will disappear automatically within 1-3 days. If you've received two order confirmations your order may have been duplicated. Please contact our team as soon as possible for further assistance. Support Europe: hello@lealuo.eu, Support US/CA: hello@lealuo.us.