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 2-7 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
Yes. Under EU law, you have 14 days from receiving the final item in your order to withdraw from the contract without giving a reason.
Log in to your customer account and submit a return request directly from your order by clicking RETURN PRODUCTS.
Select the products you wish to return, pack them securely and send them to:
STOREIT / LUARE
ul. Brukowa 20
91-341 Łódź
Poland
Email: hello@luarebeauty.com
Courier contact number: +48 517 943 457
Please note that this is the contact number for our returns warehouse and not for Customer Care.
For any questions, contact us at hello@luarebeauty.com.
If you did not create a customer account when placing your order, email us at hello@luarebeauty.com — we’re here to help.
Your refund will be processed within 14 days of us receiving the returned items and issued to your original payment method.
Return shipping costs are covered by the customer, unless the product was faulty or did not match the order.
Yes, you can cancel your order before it has been shipped. Log in to your customer account and select the cancellation option next to your order.
To be eligible for a return, the item must be unused, in the same condition in which it was received, and in its original, undamaged packaging suitable for resale.
This also includes any cardboard boxes and cotton pouches, which must be returned in intact condition. A receipt or other proof of purchase should also be included in the parcel.
If you are returning your entire order, please also include any samples or complimentary products received with it. Otherwise, their value may be deducted from your refund.
Under EU law, opened hygiene products or products whose protective seal has been broken after delivery cannot be returned.
Unfortunately, returns are only accepted within 14 days of receipt. Returns made after this period will not be considered.
Under EU law, you are not required to include a return form in your parcel. However, please place a note with your order number inside the package so that we can identify the return. Please also email us at hello@luarebeauty.com to let us know.
We recommend using DPD, DHL, FedEx, UPS or an InPost courier service.
We do not accept returns sent via Post, InPost parcel lockers or delivered in person.
Please note that return shipping costs are your responsibility and will not be reimbursed.
As you are responsible for the returned items until they reach us, we recommend using a tracked shipping service.
Return address:
STOREIT / LUARE
ul. Brukowa 20
91-341 Łódź
Poland
Email: hello@luarebeauty.com
Courier contact number: +48 517 943 457
Please note that this number belongs to our returns warehouse and is not a Customer Care contact number.
Before sending your parcel, please contact us at hello@luarebeauty.com.
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.
Yes, items purchased with a discount code can be returned unless the terms of a specific sale state otherwise, such as during a Sample Sale.
However, if the discount applied to a bundle, promotion or free shipping offer, the refund amount will be adjusted accordingly.
Pack the product in its original packaging or another secure package that will protect it during transit. Please include your order number inside the parcel so we can identify and process your return as quickly as possible.
Contact us directly at hello@luarebeauty.com, including your order number and reason for return, and we’ll guide you through the entire process.
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 your entire order, we will refund the cost of the returned items as well as the standard delivery cost, up to the amount of the cheapest delivery option available in our store at the time of purchase.
If you selected a more expensive delivery method, we will only refund the cost of the cheapest standard delivery option available.
If you return only part of your order, the original delivery cost will not be refunded.
If your original order included free shipping, the cost of shipping will not be refunded.
If you used a discount code on your order and are returning the item, the refund amount will be adjusted based on the final amount paid after the discount.
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 or a gift code to pay for your order, refunds will be processed as a new gift card / gift code. 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
If your product is faulty or damaged, please visit our COMPLAINTS section.
If the product is not faulty or damaged and you simply wish to exchange it for a different colour or model, please complete a standard return and place a new order. Unfortunately, we are unable to process exchanges directly.
Products purchased on sample sale 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.
We will respond to the complaint within 14 days from the date of its receipt by email. If the complaint is incomplete, we may ask you to complete it.
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!