Shipping & Returns Policy for LUHANDRA
Last Updated: September 11, 2026
At LUHANDRA, we want your shopping experience to be simple, transparent, and reliable. This Shipping & Returns Policy explains how we process, ship, and handle returns and refunds for orders placed through our online store.
By placing an order with LUHANDRA, you acknowledge and agree to the terms described below, subject to any mandatory consumer rights that apply to you under applicable law.
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- Order Processing:
After you place an order, we begin processing it as soon as reasonably possible.
Orders are generally prepared for shipment within 2–5 business days, unless a different processing time is stated on the product page or during checkout.
Processing time refers to the time required to:
- Confirm your order
- Verify payment
- Prepare the products
- Package your order
- Transfer the order to the shipping carrier
Processing time is separate from the shipping and delivery time.
During busy periods, holidays, promotional campaigns, or circumstances outside our reasonable control, processing may take longer than usual.
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- Shipping Times:
After your order has been processed and shipped, estimated delivery times may vary depending on your destination and the shipping method available at checkout.
Typical estimated delivery times are:
Europe
Estimated delivery: 5–12 business days
United States
Estimated delivery: 5–12 business days
United Kingdom
Estimated delivery: 5–12 business days
Canada
Estimated delivery: 7–15 business days
Australia
Estimated delivery: 7–15 business days
Other International Destinations
Estimated delivery: 7–20 business days
These delivery times are estimates and are not guaranteed delivery dates.
Actual delivery times may vary depending on the destination, shipping carrier, customs processing, local postal services, weather conditions, and other circumstances outside our control.
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- Shipping Costs:
Shipping costs are displayed during checkout before you complete your purchase.
Depending on the promotion or order value, LUHANDRA may offer:
- Standard shipping
- Free shipping
- Promotional shipping rates
- Other shipping options where available
Shipping availability and pricing may vary depending on your delivery destination and the products included in your order.
If free shipping is offered, the applicable conditions will be displayed on the website or during checkout.
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- Shipping Destinations:
We currently aim to serve customers in multiple countries and regions.
Shipping availability depends on the destination, product, fulfillment location, and shipping carrier.
If your country is not available during checkout, we may not currently be able to ship the selected product to that destination.
Some products may also have destination-specific shipping restrictions.
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- Order Tracking:
When tracking information is available, we may provide a tracking number or tracking link by email.
Please allow some time for tracking information to become active after your order has been shipped.
Tracking information may not update immediately after the package leaves the fulfillment facility.
If your tracking information has not updated for several business days, please contact our customer support team.
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- Delivery Delays:
Although we work with shipping and fulfillment partners to deliver orders as efficiently as possible, delivery delays can occasionally occur.
Delays may be caused by:
- Shipping carrier disruptions
- Customs inspections
- Customs processing
- Incorrect or incomplete addresses
- Weather conditions
- Public holidays
- High shipping volumes
- Transportation disruptions
- Local postal services
- International shipping conditions
- Other circumstances beyond our reasonable control
A delivery delay does not automatically mean that your order is lost.
If your order appears to be significantly delayed, please contact us so that we can review the shipment and assist you where possible.
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- Customs, Duties, and Import Taxes:
International orders may be subject to customs duties, import taxes, VAT, or other charges depending on the destination country.
Unless explicitly stated otherwise during checkout, these charges may not be included in the product or shipping price.
Any customs duties, import taxes, or similar charges imposed by the destination country may be the responsibility of the customer.
Customs rules vary between countries, and LUHANDRA cannot guarantee that your order will not be subject to additional charges.
Customers are responsible for ensuring that the products they order can legally be imported into their country.
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- Incorrect Shipping Address:
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully check your:
- Name
- Street address
- Apartment or unit number
- City
- Postal code
- Country
- Telephone number
If you provide an incorrect or incomplete address and the package is returned, redirected, or requires additional shipping, additional costs may apply.
If you notice that your shipping information is incorrect after placing your order, please contact us immediately.
We will make reasonable efforts to update the address before the order is processed or shipped.
However, we cannot guarantee that changes can be made after processing or shipment has begun.
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- Lost or Stolen Packages:
Once a package has been marked as delivered by the shipping carrier, LUHANDRA is not responsible for packages that are subsequently lost or stolen after delivery.
If your tracking information shows that your package was delivered but you cannot locate it, we recommend:
- Checking around your property.
- Checking with household members or neighbors.
- Contacting the shipping carrier.
- Checking whether the carrier left the package in a designated location.
Please contact us if you need assistance investigating the shipment.
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- Damaged Packages:
If your package arrives visibly damaged, please take photographs of the package and its contents before disposing of any packaging materials.
Contact our customer support team as soon as reasonably possible and provide:
- Your order number
- Photographs of the damaged package
- Photographs of the product
- A description of the damage
We will review the situation and determine the appropriate solution in accordance with applicable law.
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- Returns:
We want you to be satisfied with your purchase.
If you wish to return an eligible product, please contact us before sending anything back.
Do not send products to the return address shown on the original shipping package unless our customer support team has specifically instructed you to do so.
To request a return, contact:
Email: support@luhandra.com
Please include:
- Your order number
- Your full name
- The product you wish to return
- The reason for the return
- Any photographs or other information that may help us assess the request
We will provide return instructions when a return is approved or required.
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- Return Eligibility:
Unless otherwise required by applicable law, returned products should generally be:
- Unused
- Unopened
- In their original condition
- In the original packaging where reasonably possible
- Complete with any included accessories
Products that have been used, opened, damaged, or altered may not be eligible for a voluntary return where applicable law permits such exclusions.
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- Hygiene and Beauty Products:
Because LUHANDRA sells skincare, cosmetic, and personal-care products, certain products may not be eligible for return after they have been opened or used for hygiene, health-protection, or safety reasons, to the extent permitted by applicable law.
This may apply particularly to products such as:
- Skincare products
- Cosmetics
- Beauty products
- Products intended for direct contact with the skin
- Sealed products where the seal has been broken
However, this does not affect any mandatory statutory rights you may have if a product is defective, damaged, incorrect, or otherwise does not conform to the applicable legal requirements.
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- Defective, Damaged, or Incorrect Products:
If you receive a product that is:
- Defective
- Damaged during delivery
- Incorrect
- Missing from your order
- Materially different from the product you purchased
please contact us as soon as possible.
We may ask you to provide photographs or other information so that we can investigate the issue.
Depending on the circumstances and applicable law, we may provide:
- A replacement
- A refund
- A partial refund
- Another appropriate remedy
We will work with you to resolve legitimate product issues as fairly and efficiently as possible.
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- Refunds:
Once an approved return has been received and inspected where an inspection is necessary, we will determine whether a refund is appropriate.
If a refund is approved, the refund will generally be issued to the original payment method.
Depending on your payment provider, it may take additional business days for the refunded amount to appear in your account.
The time required for a refund to appear depends on the payment provider and financial institution and is outside LUHANDRA’s direct control.
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- Refund Amount:
Where a refund is legally required or approved under our policy, the amount refunded will depend on the circumstances of the return.
Where applicable, the refund may include the purchase price of the eligible product.
Original shipping charges may be non-refundable where permitted by applicable law, particularly where the customer chooses a more expensive shipping option than the least expensive standard delivery option available.
Nothing in this policy is intended to limit mandatory consumer rights.
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- Return Shipping Costs:
If you are returning a product because you have simply changed your mind, return shipping costs may be your responsibility, where permitted by applicable law.
If the product is defective, damaged, incorrect, or otherwise covered by a mandatory legal remedy, LUHANDRA will handle return shipping costs in accordance with applicable law.
We will provide specific instructions when your return request is reviewed.
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- Exchanges:
We may offer product exchanges where reasonably possible.
However, because product availability may vary, an exchange may not always be available.
If an exchange cannot be provided, we may offer another appropriate remedy, such as a refund, where required or appropriate.
For hygiene reasons, opened or used skincare and beauty products may not be eligible for voluntary exchanges where permitted by law.
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- Order Cancellation:
If you wish to cancel your order, contact us as soon as possible at: support@luhandra.com
We will make reasonable efforts to accommodate cancellation requests.
However, once an order has entered processing, fulfillment, packaging, or shipment, cancellation may no longer be possible.
If the order has already been shipped, you may need to follow the applicable return procedure.
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- Unclaimed or Refused Packages:
If a customer refuses delivery or fails to collect a package and the package is subsequently returned to the sender or fulfillment facility, additional costs may apply.
Depending on the circumstances, these costs may include:
- Return shipping costs
- Reshipping costs
- Customs-related charges
- Other reasonable fees incurred as a result of the unclaimed or refused shipment
Any refund will be handled in accordance with applicable law and the circumstances of the order.
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- Multiple Products and Separate Shipments:
Some orders may contain products that are fulfilled or shipped separately.
As a result:
- Your order may arrive in multiple packages.
- Different products may have different tracking numbers.
- Packages may arrive on different dates.
- Products may be shipped from different fulfillment locations.
You will not necessarily receive all products from an order in the same package.
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- Pre-Orders and Out-of-Stock Products:
If LUHANDRA offers pre-order products or products with a specified future availability date, the estimated shipping date will be displayed on the relevant product page where applicable.
If a product becomes temporarily unavailable after an order has been placed, we may contact you regarding available options.
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- Refunds for Undeliverable Orders:
If an order cannot be delivered because of circumstances attributable to the customer, such as:
- An incorrect address
- An incomplete address
- Failure to collect the package
- Refusal to accept delivery
- Failure to provide required information for customs clearance
the available refund, if any, will depend on the circumstances and applicable law.
Any non-refundable costs or fees may be deducted where legally permitted.
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- Statutory Consumer Rights:
If you are a consumer, you may have statutory rights under the laws of your country, including rights relating to defective, faulty, damaged, or non-conforming products.
Nothing in this Shipping & Returns Policy is intended to exclude, restrict, or replace any mandatory consumer rights that cannot legally be excluded or restricted.
If your local consumer-protection laws provide you with rights that are more favorable than those described in this policy, those legal rights will continue to apply.
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- European Union Consumer Rights:
For customers located in the European Union, certain consumer-protection rights may apply to online purchases, including statutory rights relating to defective or non-conforming products.
Where applicable, EU consumer law may also provide a 14-day withdrawal period for eligible distance purchases.
However, certain exceptions may apply, including for certain sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been broken.
The specific legal rights applicable to your purchase depend on the product, circumstances, and applicable law.
Nothing in this policy is intended to limit your mandatory rights under EU or national consumer-protection law.
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- How to Request a Return or Refund:
To request a return, refund, replacement, or assistance with a damaged or incorrect order, contact:
LUHANDRA Customer Support
Email: support@luhandra.com
Please provide your:
- Full name
- Order number
- Email address used when placing the order
- Product name
- Description of the issue
- Photographs, when relevant
Our customer support team will review your request and provide the next steps.
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- Contact Us:
If you have any questions about shipping, delivery, returns, exchanges, or refunds, please contact us:
LUHANDRA
Email: support@luhandra.com
We are committed to providing a fair and transparent customer experience and will make reasonable efforts to assist with legitimate order-related issues.
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Thank You for Choosing LUHANDRA
Thank you for shopping with LUHANDRA
We appreciate your trust and are committed to providing quality beauty and skincare products together with a reliable and transparent shopping experience.
LUHANDRA — Beauty, Care & Confidence.