Shipping policy
This Shipping Policy forms part of our Terms of Service and applies to all purchases made at luvaur.com, operated by Zenyu Ltd (company number 16840342), registered at 182-184 High Street North, Office 15597, London E6 2JA, United Kingdom ("Luvaur," "we," "us," or "our").
1. Where We Ship
We currently ship to customers in the following countries:
- Netherlands
- Belgium
- Sweden
If your country is not listed, you will not be able to complete checkout. We are gradually expanding our shipping network and appreciate your patience.
2. Shipping Costs
Shipping is free on all orders. There are no delivery charges at checkout and no additional fees applied after purchase.
3. Order Processing Time
Orders are processed Monday to Friday, excluding public holidays.
- Processing time: 2–3 business days from the date your order is placed
- Orders placed on weekends or public holidays are processed the following business day
- Once your order has been processed and dispatched, you will receive a confirmation email
4. Delivery Times
Delivery times are calculated from the date of dispatch, not the date of order.
Estimated delivery window for all destinations: 6–12 business days from dispatch.
Total estimated timeline from order to delivery: 8–15 business days.
These timeframes are estimates and not guarantees. Delivery times may vary due to factors outside our control, including but not limited to carrier delays, customs processing, public holidays, and adverse weather.
5. How We Ship
We operate a mixed fulfilment model to deliver your order as efficiently as possible:
- EU-stocked orders are dispatched from our European fulfilment partners
- International orders are dispatched from our manufacturing partners and ship via tracked international carriers
All orders — regardless of origin — are fully managed by us. You will never be asked to deal with customs, carriers, or additional paperwork.
6. Carriers
We work with established international carriers including:
- 4PX
- Yun Express
- Regional carriers in your destination country for final-mile delivery (e.g., PostNL in the Netherlands, Bpost in Belgium, PostNord in Sweden)
The specific carrier handling your order will be shown on your tracking page.
7. Tracking Your Order
Every order is tracked. You will receive a shipping confirmation email with your tracking number on day 1 of dispatch, enabling you to follow your parcel from dispatch to delivery.
Please note that tracking information may take 1–2 business days to become fully active on the carrier's system after dispatch. This is normal and does not indicate a problem with your order.
If you have not received a shipping confirmation email within 3 business days of placing your order, please check your spam folder, then contact us at help@luvaur.com with your order number.
order number.
8. VAT, Customs and Duties
All applicable VAT is included in the price you pay at checkout. There are no additional taxes, duties, or customs fees charged on delivery.
We are registered under the EU Import One-Stop Shop (IOSS) scheme for international shipments, meaning all VAT and import formalities are prepaid and cleared automatically. Your order will arrive at your door with nothing further to pay.
If a carrier ever requests additional payment from you on delivery, do not pay it — contact us immediately at help@luvaur.com and we will resolve it at our cost.
9. Incorrect Shipping Information
It is the customer's responsibility to provide a correct and complete shipping address at checkout. We dispatch orders based on the address you provide.
If an order is returned to us because of an incorrect or incomplete address, we will contact you to arrange redelivery. Redelivery costs in such cases are the responsibility of the customer.
Please review your shipping details carefully before confirming your order. Address corrections can only be made before the order is dispatched — contact us immediately at help@luvaur.com if you notice an error.
10. Failed Deliveries and Unclaimed Parcels
If a parcel cannot be delivered and is returned to sender due to:
- The customer being unavailable to accept delivery after multiple attempts
- The customer failing to collect the parcel from a designated pickup point within the carrier's holding period
- The customer refusing delivery without a valid reason
the customer is responsible for any redelivery costs. If the customer does not wish to arrange redelivery, a refund may be issued, less the cost of the original outbound shipping and any return handling fees charged by the carrier.
11. Lost or Delayed Parcels
A parcel is considered delayed if it has not arrived within the estimated delivery window.
A parcel is considered lost if tracking shows no movement for 15 consecutive business days after dispatch, or if the carrier confirms the parcel as lost.
If your parcel is delayed or lost, please contact us at help@luvaur.com with your order number. We will:
- Open an investigation with the carrier
- Keep you updated on progress
- Issue a free replacement or full refund if the parcel is confirmed lost
Please allow up to 10 business days for carrier investigations to conclude before a replacement or refund is issued.
12. Damaged Parcels on Arrival
If your parcel arrives visibly damaged, please:
- Photograph the outer packaging and the product inside before opening further
- Contact us at help@luvaur.com within 48 hours of delivery with the photographs and your order number
We will arrange a free replacement or full refund. Please refer to our Refund & Return Policy for full details.
13. Shipping During Promotional Periods
During sales, launches, and peak shipping periods (e.g., Black Friday, holiday seasons), processing and delivery times may be extended by 2–5 business days due to higher order volumes. We will communicate any significant delays by email.
14. Right to Withdraw
Nothing in this Shipping Policy affects your statutory right of withdrawal under the EU Consumer Rights Directive (2011/83/EU). Please see our Refund & Return Policy for details.
15. Changes to This Policy
We may update this Shipping Policy from time to time to reflect changes in our operations, carrier partnerships, or applicable law. The "last updated" date at the top of this page will reflect the most recent changes. Orders placed before a policy update will be honoured under the policy in effect at the time of purchase.
16. Contact
For all shipping-related questions:
Email: help@luvaur.com Response time: Within 2 business days Postal address: Zenyu Ltd, 182-184 High Street North, Office 15597, London E6 2JA, United Kingdom