SHIPPING POLICY

1. General Provisions

This Shipping and Delivery Policy establishes the terms, conditions, deadlines, costs, and responsibilities related to the shipment and delivery of products purchased through LU by LU.

By placing an order on the LU by LU website, the customer acknowledges and agrees to the terms set forth herein.

2. Order Processing

2.1. All orders are subject to payment confirmation.

2.2. Orders are processed within up to 2 (two) business days after payment confirmation.

2.3. Payment confirmation timelines may vary depending on the selected payment method:

• Credit Card: up to 48 hours

• PIX (where applicable): typically immediate

• Bank Transfer or equivalent: up to 3 business days

2.4. The delivery timeframe begins only after payment has been successfully confirmed.

3. Shipping Methods and Delivery Timeframes

3.1. Estimated delivery times are displayed at checkout and vary depending on:

• Customer’s location

• Shipping method selected

• Product availability

3.2. Estimated delivery times generally range from 3 to 20 business days, depending on destination and logistics conditions.

3.3. Delivery timeframes are estimates and may be subject to delays caused by factors beyond the reasonable control of LU by LU, including but not limited to:

• Weather conditions

• Customs inspections

• Carrier delays

• Incorrect or incomplete address information provided by the customer

• Force majeure events

In such cases, LU by LU shall not be held liable for delays attributable to third parties or circumstances beyond its control.

4. Shipping Costs

4.1. Shipping fees are calculated at checkout based on the delivery address and selected shipping method.

4.2. Promotional campaigns offering free shipping may be available under specific conditions and will be clearly indicated on the website when applicable.

5. Delivery Attempts

5.1. Carriers typically make up to three (3) delivery attempts at the address provided by the customer.

5.2. If delivery cannot be completed due to:

• Absence of recipient

• Incorrect address

• Refusal of the package without justified reason

The order may be returned to the logistics center.

5.3. In such cases, reshipment may require payment of a new shipping fee.

6. Customer Responsibilities

6.1. The customer is solely responsible for providing accurate and complete delivery information at the time of purchase.

6.2. LU by LU shall not be responsible for failed deliveries due to incorrect, incomplete, or outdated address information provided by the customer.

6.3. Any additional costs arising from address correction or reshipment shall be borne by the customer, unless the error is attributable to LU by LU.

7. Inspection Upon Delivery

7.1. Upon receiving the order, the customer must inspect the package and verify:

• Integrity of the external packaging

• Signs of tampering

• Product condition

7.2. If visible damage or irregularities are identified, the customer should:

• Refuse the delivery (when possible), and

• Immediately contact LU by LU through the official support channels.

8. Order Tracking

8.1. When available, tracking information will be provided via email after the order has been shipped.

8.2. It is the customer’s responsibility to monitor delivery status using the tracking information provided.

9. Lost or Undelivered Packages

9.1. If a package is declared lost by the carrier, LU by LU will initiate an internal investigation with the shipping provider.

9.2. If loss is confirmed, LU by LU will offer, at the customer’s choice:

• A replacement product (subject to availability), or

• A full refund of the amount paid, including shipping fees.

10. Contact Information

For questions regarding shipping and delivery, customers may contact:

Email: lubylu.ecomerce@gmail.com
Phone: +1 (321) 466-9676