Please take a look at our most frequently asked questions below. If you require further assistance please contact us from Contact us page or call us on
General
How do I contact you?
Please go to our Contact Us page or call us on 01926 614178
How do I create an account?
Please go to New Customer on top page. By creating an account you will be able to shop faster, be up to date on an order’s status, and keep track of the orders you have previously made.
I forgot my password – Reset password
From the login page, click on Lost your password? Enter your email and click Reset password.
If you are still having a problem, please contact us.
Is my personal information safe?
Customer data protection is the most important thing for us. For more information please see our Privacy Policy.
Shipping and Delivery
How much are delivery charges?
We offer 3 types of shipping method to UK addresses:
2nd Class standard delivery – £3.50 (3-5 working days – UK mainland)
1st Class delivery – £4.50 (1-2 working days – UK mainland)
Express tracked delivery – £6.90 (Next working day – UK mainland) – A signature is required.
Express tracked delivery for Northern Ireland is £12, Isle of Wight is £14, Isle of Man, Scottish Highlands and Islands is £16 and the Channel Islands is charged at £20.
Orders placed before 12pm will be dispatched the same day (Mon-Fri excl Bank holiday).
Free standard delivery within the UK on orders over £50
For Orders to EU and Rest of World, Please Contact us for details.
This is due to Shipping/Tax Costs
For more information please go to our Delivery Information page.
Can I track my order?
Only Express delivery method can be tracked. For tracking information please Contact us.
Orders
Can I see my order information?
If you have created an account on our website before placing an order, you can log into your account and from the My account page you can see your order history. If you have placed an order as a guest you are unable to see your order history on our page.
Can I make changes to my order?
Once an order has been placed, we are unable make changes or cancellations.
Can I cancel my order?
Once an order has been placed we are unable make changes. If you would like to return an item, please see our Returns policy page.
The delivery address is incorrect on my order, can I amend it?
Generally, we cannot amend delivery addresses once an order has been placed so if you are still able to collect from this address this may be this best option. For urgent changes please contact our Customer Service team on 01926 614178. If your order hasn’t been processed yet, we may be able to amend the delivery address for you.
There is an item out of stock or missing from my order.
Please check your emails to see if we’ve been in touch about an item that is out of stock, it’s worth checking your junk mail too.
If you have received your delivery but there is an item missing, please get in touch with your order number and the details of the missing item.
Payment methods
Which payment methods do you accept?
All of our payments are processed by Stripe. We accept Visa/Mastercard/Maestro/American Express/Google Pay/Apple Pay.
Is it safe to use my Card online?
Yes, you can pay online in a completely secure environment. If you pay by debit or credit card, your card details are processed by Stripe, an accredited payment service provider.
I’m having trouble making a payment.
If your card has been declined, please contact your card issuer for details. If you’re experiencing problems when trying to checkout on our website, please contact us from our website or call us on 01926 614178 and we’ll do our best to help.
Return & Refunds
Can I return my product?
We hope you will be delighted with your order, but we understand that sometimes you may wish to return items to us. Please see our Returns policy page for Returns information.
Can I exchange my product?
If you wish to return an item for exchange please see our Returns policy page.
Where is my refund?
Once your parcel has been received, you will receive an email confirming your refund which, will be made via your original payment method. Please bear in mind that it can take several working days for the bank/card company to process and show in your account.
If you have a query which cannot be answered above, please contact our Customer Services team by
Email: info@luagifts.co.uk
Phone: 01926 614178 (9am – 3pm)
