Shipping policy
This Shipping & Returns Policy explains how we handle delivery, checkout charges, returns, refunds, and cancellations.
Shipping Locations
We currently offer delivery to selected international countries only. Available shipping destinations will be shown at checkout based on the customer’s delivery address.
At this time, we do not offer delivery within Sri Lanka or to countries that are not available during checkout. If your country does not appear as an available shipping option, it means we are currently unable to deliver to that location.
Free Shipping
We offer free shipping to all available shipping destinations shown at checkout.
Order Processing and Delivery Time
Orders are processed by Luvora Shop after payment confirmation. We work with trusted fulfillment and delivery partners to prepare and deliver orders to our customers. Our usual order processing time is 1–3 business days.
Estimated delivery time is usually 8–15 business days after the order has been processed and shipped. This timeframe is only an estimate and may vary depending on the customer’s country, distance from the shipping origin, customs clearance procedures, local working days and holidays, courier service operations, and other conditions beyond our control. It is not guaranteed or exact.
Once an order has been shipped, customers will receive available tracking details by email.
Taxes and Checkout Charges
For some destinations, applicable taxes or additional checkout charges may be calculated and shown during checkout before payment is completed. These charges may vary depending on the customer’s country and location.
If any tax or additional checkout charge applies, it will be displayed to the customer during checkout before confirming the order.
Shipping Address
Customers are responsible for entering a complete and accurate shipping address at checkout. We are not responsible for delivery delays, failed deliveries, or losses caused by incorrect, incomplete, or unavailable address details provided by the customer.
Returns
Returns may be accepted only if the item received is damaged, defective, incorrect, or significantly different from the product ordered.
Customers must contact us within 7 days of receiving the order, providing the order number, clear photos or videos of the issue, and a brief explanation.
To be eligible for a return, the item must be unused, in its original condition, and in its original packaging where possible.
Refunds or Replacements
Once your request is reviewed and approved, we may offer a replacement, partial refund, or full refund depending on the nature of the issue.
Refunds will be processed through the original payment method where possible. Processing times may vary depending on your bank or payment provider.
Non-Returnable Cases
Returns or refunds will not be accepted in the following situations:
Change of mind after purchase
Incorrect delivery details provided by the customer
Delays caused by courier services, customs procedures, local delivery issues, or external factors beyond our control
Items damaged due to misuse or improper handling after delivery
Items that have been used, altered, or returned without original packaging where applicable
Order Cancellations
Orders can only be cancelled before they are processed or shipped. Once an order has been processed or dispatched, cancellation may not be possible.
Contact Us
If you have any questions about shipping, delivery, returns, refunds, or order issues, please contact us using the details shown on our Contact Us page.
We aim to provide a clear, fair, and reliable shopping experience for every customer.