Once you confirm your desired order on the Luu website, you will receive an email confirmation that your order has been received. The email will include delivery details (name, address, contact phone number), a list of ordered items, individual prices, and the total price. After ordering the product, you will receive an invoice via email. Once you make the payment, the product will be delivered to the address you provided when placing the order on the Luu website.
1. Delivery Time
Republic of Serbia
The delivery time is 5-10 business days within the territory of the Republic of Serbia and starts from the first business day following the payment of the invoice. Delivery costs within the Republic of Serbia are covered by Luu.
Your order will be delivered by a courier service between 8:00 AM and 7:00 PM on business days to the address you provided when placing the order. Please ensure that someone is available at the address during this period to receive the package. The courier is required to attempt delivery twice. If the courier cannot find you at the address, they will attempt to contact you using the phone number provided in your order and arrange a new convenient delivery time. If the package is undelivered after the second attempt, it will be left at the courier’s office, and you will have 5 business days to pick it up. If not collected, the package will be returned to us. Upon receiving the returned package, we will contact you by phone to determine the reason for the non-delivery and agree on when to resend it, with you covering the cost of reshipping.
All orders placed during weekends and holidays will be processed on the next business day.
Rest of the World
For areas outside of the Republic of Serbia, the delivery time is based on the delivery schedules defined by the courier service. Delivery time depends on the zone where the destination country is located and ranges from 7 to 15 days (for Europe 7-15 days, for the rest of the world 10-20 days). Delivery times also depend on specific local laws, including customs procedures and working hours, which may affect the estimated delivery time. Please consider any unforeseen circumstances that could influence the projected delivery times, which are beyond Luu’s control.
Your order will be delivered on weekdays (Monday-Friday), between 8:00 AM and 5:00 PM.
2. Delivery Method
Upon receiving the package, please visually inspect it to check for any visible damage. If you notice any damage that you suspect may have affected the quality of the delivered product, please refuse to accept the shipment. If, after opening the package and inspecting the products, you find that the items were damaged during transport, please take photos and send them along with a complaint form to our operator at office@luu.com.
You need to notify us of any issues immediately via email at office@luu.com so that we can be more efficient in future deliveries.
If the package appears undamaged upon visual inspection, you can sign for it and freely accept the delivery.
If you have any complaints, questions, or suggestions, please contact us at office@luu.com.
If you want to order our products with delivery outside the Republic of Serbia and are unsure about any aspect of the ordering, delivery, or potential costs related to international shipping, please reach out to us at +381 66 811 83 82 or email us at office@luu.com. When purchasing and shipping outside the Republic of Serbia, the delivery cost will be calculated and added to the price when creating the order.
If the destination country is in a higher-risk zone, the shipping cost will be subject to an additional fee for increased risk. Countries where this additional fee applies include: Afghanistan, Iraq, Libya, Mali, Niger, South Sudan, Yemen, Syria.
If the destination country is under UN sanctions, the shipping cost will be subject to an additional surcharge. Countries where this additional fee applies include: Iran, Iraq, Libya, Sudan, Yemen, Central African Republic, Democratic Republic of the Congo, Eritrea, North Korea, Somalia, Syria.
If, due to objective circumstances, we are unable to deliver the ordered items, our operator will inform you promptly and offer alternative solutions.
IMPORTANT: By confirming your order by clicking the “CONFIRM” button, you agree to the delivery terms.