FAQ
Frequently Asked Questions (FAQ)
Welcome to the Luvia FAQ page! Here you'll find answers to the most common questions.
If you can’t find what you’re looking for, please don’t hesitate to contact us at contact@tryluviaskiin.com, including your Order Number and Order Email, so we can assist you as quickly as possible.
Ordering & Payments
Q: How do I apply a discount code?
To apply your discount code during checkout using PayPal or a credit/debit card, please follow these steps:
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Select the product you wish to purchase and click “Add to Cart.”
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In your cart, click “Pay with Debit/Credit Card” to proceed to checkout (this applies to both PayPal and card payments).
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On mobile: Tap “Show order summary”, then enter your discount code.
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On desktop: Enter your discount code in the field on the right-hand side of the page.
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After applying the code, complete your payment using PayPal or by entering your card details.
Q: What payment methods do you accept?
We accept a wide range of secure payment options, including:
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PayPal
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Visa, MasterCard, American Express, Diners Club
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Most major debit and credit cards
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Apple Pay & Google Pay
Q: How much is the shipping fee?
Our standard shipping fee is usually USD $5.99 for worldwide delivery.
Shipping costs may vary depending on your location and active promotions. The exact shipping fee will always be clearly displayed at checkout before you complete your purchase.
Shipping & Delivery
Q: Do you offer international shipping?
Yes! Luvia ships worldwide.
We work with international fulfillment centers to ensure your order is shipped from the warehouse closest to your location for the fastest possible delivery.
Q: How long does shipping take?
Estimated delivery time is 10–20 business days after your order has been processed and shipped.
Q: How can I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number.
You can track your package using a universal tracking platform such as parcelsapp.com.
Q: Why isn’t my tracking information updating?
Please allow 24–48 hours after receiving your shipping confirmation for tracking updates to appear.
It’s normal for tracking to pause temporarily while the package is in transit between carrier facilities.
Q: I only received part of my order. Why?
If your order includes multiple items, they may be shipped separately from different warehouses to ensure faster delivery.
Each shipment will have its own tracking number, which will be sent to your email.
Order Modifications & Cancellations
Q: Can I change my shipping address, name, or phone number?
This request is extremely time-sensitive. Please contact us immediately at contact@tryluviaskiin.com with the subject line:
“Urgent: Address Change”
Include:
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Your Order Number
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Your Order Email
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The complete and correct shipping details
If your order has already been shipped, changes will no longer be possible and you may need to contact the courier directly.
Q: Can I change items in my order (size, color, quantity)?
This is also time-sensitive. Please email contact@tryluviaskiin.com with the subject line:
“Urgent: Order Change”
Include:
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Your Order Number
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Your Order Email
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The specific change you are requesting
We can only make changes if the order has not yet entered the fulfillment stage.
Q: Can I cancel my order?
If your order has not yet been shipped, we may be able to cancel it.
Please note that a small handling fee may apply. Orders that have already been shipped cannot be canceled.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We’re very sorry about this. Please contact contact@tryluviaskiin.com and include:
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Your Order Number and Order Email
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Clear photos or a video of the damaged item(s)
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A photo of the shipping label on the package
We’ll assist you as quickly as possible.
Q: What if my item has a quality issue or defect?
At Luvia, quality is a top priority. If your item does not meet our standards, please email contact@tryluviaskiin.com with:
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Your Order Number and Order Email
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A detailed description of the issue
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Photos or a short video clearly showing the defect
Q: I received the wrong item or something is missing. What should I do?
We apologize for the mistake. Please contact contact@tryluviaskiin.com and include:
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Your Order Number and Order Email
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A photo or video of the incorrect item received or a list of missing items
Account & Communication
Q: I didn’t receive an order confirmation email. What should I do?
Please check your spam or junk folder first.
If you still can’t find it, contact contact@tryluviaskiin.com with the email address you used at checkout, and we’ll resend the confirmation.
Q: I haven’t received my tracking number yet. What should I do?
Tracking numbers are usually sent 1–2 business days after your order is processed.
If it’s been longer, check your spam folder and then contact us for assistance.