Delivery & Returns
Delivery
We offer shipping across the entire EU and USA, Japan, Switzerland, Norway, China and India with UPS provider. For customers in Poland, we also provide delivery via InPost Kurier, DPD and Paczkomaty.
The costs and delivery times vary based on your location and selected shipping method.
Please proceed to the checkout to view specific details.
No matter where you are from, we will make sure that you receive your products as soon as possible.
Typically, any order placed by 12:00 PM (GMT) on a weekday should leave our warehouse (located in central Poland) that very same day. Any order placed after 12:00 PM (GMT) should be dispatched within 24 hours (so likely the next business day).
The estimated delivery time is then 1-5 business depending on your location.
Once your order is shipped, you will receive a tracking number via email. Use this number to track your shipment on your chosen carrier’s website.
Yes, we offer international shipping within EU, USA, Japan, Switzerland, Norway, China and India.
Delivery times and costs will vary based on your location.
Please proceed to checkout for detailed information.
If your order is delayed, check your tracking link and contact the delivery company directly. If you need further assistance, contact us at hello(at)uarebeauty.com - we'll try to help!
Unfortunately, once an order is placed, we are unable to make any changes.
First please check your SPAM inbox.
Then verify if the payment was successfully processed.
If payment has been deducted but you haven’t received a confirmation email, most probably the e-mail address was entered incorrectly.
Please contact us with your details for further assistance.
You will receive an order confirmation email with your order number and receipt. Our warehouse team will process your order, and once it’s shipped, you’ll receive a tracking link via email.
If you haven’t received a confirmation email or your package is overdue, please check the Q&A above and if you need a further assistance, please contact us.
Returns: step by step
We really don’t want our story to end... But if you are absolutely sure about your return, you can, of course, do so. Here you will find all the necessary tips on how to do it.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (carton boxes, cotton pouches). To complete your return, we also require a receipt or other proof of purchase.
Please remember that you have 14 days from the date of receipt to return the goods. Returns made after this deadline will not be considered.
The return procedure in our store is very simple and consists of the following steps:
If you wish to return the purchased goods, download and fill out the Return Form available here: Return Form.
Please print the completed form. If you don’t want to print it or you don’t have access to a printer no worries, you can also just hand-write all the details but it’s important you include this document to the package, so once we get it, we know who it comes from and we’re able to proceed quickly.
Place the Return Form and the returned goods in the box in which you intend to send them back. If possible, use the packaging in which you received the goods – thanks to this you will contribute to reducing the amount of waste.
The parcel with the products should be prepared in such a way that the returned goods reach us safely.
Please remember that you are responsible for damage to the goods caused by you, the value of which we can deduct from the money returned to you.
Send the return package by courier company to the following address.
Please note that we do not accept InPost Paczkomaty or Poczta Polska (as issues with notifications often occur), so please use one of the following delivery companies: DPD, DHL, FedEx, UPS, or Kurier Inpost.
You are responsible for the returned goods until they reach us, so it's advisable to use a trackable shipping method.
Kindly be aware that you will be responsible for covering the return shipping costs.
ADDRESS FOR RETURNS:
Storeit / Luãre
23, Omłotowa Street
94-251 Łódź
Poland
phone: +48 517 943 455
Please let us know that you wish to return the product by sending an email to hello(at)luarebeauty.com with your order number and full name, so we can process the return quickly.
We will refund the money for the goods within 14 days from the date of delivery of the package.
This will be done in the same way as it was used to pay for the goods.
Returns FAQ
To be eligible for a return, the item must be unused, in the same condition you received it, and in its original packaging. This includes carton boxes and cotton pouches. The item must also be accompanied by a receipt or other proof of purchase.
Unfortunately, returns are only accepted within 14 days of receipt. Returns made after this period will not be considered.
Yes, including the Return Form is important for processing your return quickly.
If you do not have access to a printer, you may hand-write the necessary details, but ensure this information is included with the returned goods.
We recommend using DPD, DHL, FedEx, UPS, or Kurier Inpost for returns.
We do not accept returns via InPost Paczkomaty or Poczta Polska (Polish Post Office) due to issues with notifications.
Please note that return shipping costs are your responsibility.
You are also responsible for the returned goods until they reach us, so it's advisable to use a trackable shipping method.
If you received a damaged or incorrect item, please contact our customer service team immediately. Provide your order number and details of the issue so we can resolve it promptly.
Once we receive your returned package, we will process your return and notify you via email.
Refunds are typically processed within 14 days from the date we receive the returned item.
If you have not received your refund within 14 days of us receiving your returned item, first check your bank account again.
If you still have not received your refund, please reach out to us.
Yes, items purchased with a discount code can be returned. However, if the discount was applied to a bundle, promotion or free delivery, the refund amount may be adjusted accordingly.
If your return package is lost or damaged during shipping, please contact the carrier you chose for the return.
You are responsible for the returned goods until they reach us, so it's advisable to use a trackable shipping method.
To exchange the item, simply make a return and then re-purchase. Unfortunately we cannot process exchanges in any other way.
If the returned item does not meet the specified conditions (e.g., it is used, damaged, or not in its original packaging), we reserve the right to deduct the cost of the damaged or non-compliant goods from your refund, reflecting the extent of the damage or non-compliance.
Refunds
Once we receive and check your returned item, we'll notify you of the approval or rejection of your refund.
If approved, your refund will be processed and credited to your original method of payment within 14 days from the date we receive your return.
Refunds are typically processed within 14 business days after we receive your returned item.
However, it may take additional time for the refund to reflect in your bank account depending on your payment provider.
If you return an item, we will refund the cost of the item as well as the standard shipping costs up to the amount of the cheapest delivery option available at our store the time of purchase.
If you choose a more expensive shipping method, the refund will only cover the cost of the cheapest standard shipping option available at our store.
If your original order included free shipping, the cost of shipping will not be refunded.
STANDARD PAYMENT METHODS: If your payment was made with a debit/credit card or a payment provider, refund will be processed to the same payment method used for the original order. Please notify us if your account details have changed in the meantime.
E-GIFT CARDS: If you paid for the goods with our e-Gift Card, the refund will be issued as a new e-Gift Card sent to your email, which can be used for future purchases. Gift Cards are tied to the email used for the original order and cannot be transferred.
PART ORIGINAL PAYMENT METHODS, PART E-GIFT CARD: If your order was paid with a combination of Debit/Credit Card and Gift Card, refunds will be processed accordingly.
If you used a gift card to pay for your order, refunds will be processed as a new gift card.
The amount refunded will be issued to a gift card sent to your email.
If you haven’t received your refund, first check your bank account again. If you still haven’t received it, contact us for further assistance.
If the refunded amount is incorrect, please contact us. We will resolve the issue as quickly as possible.
Exchanges
Please note we only replace items if they are defective or damaged.
If that happened do you, please let us know.
In other cases, if you would like to exchange the product, simply return it and re-purchase the one you like better. This is the only way we can proceed such an exchange.
Products purchased on sale or as part of a promotion can be exchanged only if they are defective or damaged.
Complaints
If the goods purchased in our store have reached you damaged, defective or otherwise inconsistent with the contract, you can file a complaint about it.
You can submit a complaint within 2 years from the date of receipt of the parcel with the goods. Please remember that the non-conformity of the goods constituting the basis for filing a complaint must exist at the time of delivery of the goods. Complaints about goods due to non-conformities arising after delivery of the goods will not be considered.
The complaint procedure in our store is very simple and consists of the following steps:
As part of the complaint, you can:
- Demand replacement of the goods with a new one or their repair, or
- Submit a statement on reducing the price of the goods or withdraw from the sales contract (i.e. return the goods) – provided that one of the cases indicated in Article 43e of the Act of 30 May 2014 on Consumer Rights occurs (m.in. lack of repair or replacement of goods despite submitting a complaint).
Send a complaint containing one of the above requests to us by email. In addition to the complaint request, include the following elements in the email:
- Your name;
- Order number;
- Bank account number;
- The date of delivery of the goods;
- Description of the perceived incompatibility (damage, defection) of the goods
In addition, if possible, attach to the email photographs showing the non-conformity of the goods. Please send us a ready complaint so we can assist you.
If the complaint is accepted, we will immediately start processing your request:
Replacement or repair of goods
If in the complaint you demanded replacement of the goods with a new one or its repair, we will collect the goods complained about from you within the time agreed with you, unless you agree to send them back yourself (at our expense). Then, we will deliver new or repaired goods.
Reduction of the price of goods
If, however, you demanded a reduction in the price of the goods, we will refund you the difference between the original price and the reduced price within 14 calendar days from the date of receipt of the complaint.
Return of goods
If, as part of the complaint, you decided to withdraw from the sales agreement (i.e., return the goods), after receiving our response about accepting the complaint, you should send the goods back (by post or courier) to the following address:
Storeit / Luãre
23, Omłotowa Street
94-251 Łódź
Poland
phone +48 517 943 455
If possible, use the packaging in which you received the goods for return – thanks to this you will save money and contribute to reducing the amount of waste. The parcel with the goods should be prepared in such a way that the returned goods reach us safely.
We will refund the money for the goods within 14 days from the date of delivery of the package.
The refund will be done in the same way as it was used to pay for the goods.
If you have any questions or concerns about complaints in our store, please reach out to us.
If you receive a product with a quality issue, please contact our Customer Experience Team immediately. Provide your order number and details about the issue, and we will arrange a resolution.
If you receive an incorrect item or quantity, please contact our Customer Experience Team with your order number and details of the discrepancy. We will correct the issue and arrange for the correct item or quantity to be sent to you.
We welcome your feedback to help us improve. You can provide feedback by contacting us via e-mail, Instagram or by leaving a review on our website. We truly value your input and strive to make your experience better!
