2 YEARS WARRANTY

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FAQ'S

FREQUENT QUESTIONS

Shipping

How long does shipping take?

The delivery time is usually 1-3 working days, for shipments outside Germany it can take 2-5 working days.

How high are the shipping costs and to which countries do you ship?

We deliver worldwide and free of charge.

How fast is my order processed?

All orders are usually delivered within 24 hours to our shipping center and then to the German post office. You will receive a corresponding notification by e-mail to your deposited e-mail address.

By which delivery service will my order be sent?

All orders will be shipped by DHL. For shipments within Germany we have tracking numbers.


When buying

I have not received an order confirmation

After you have placed your order in our online shop, you will receive an order confirmation by e-mail. If you do not receive this confirmation within one hour after placing your order, you may have the following reasons:

Did the e-mail end up in the SPAM folder of your e-mail account?
Maybe you entered the wrong email address?
If none of the described cases apply, please contact our support (hello@luamaya.com), it could be that the order was not successfully completed.

Can I change my order afterwards?

Your order will be processed and shipped as soon as possible. We can therefore guarantee fast delivery times, but cannot make any subsequent changes.


Payment methods

How can I pay?

You can pay either by PayPal, AmazonPay, credit card or invoice.


Discount codes

How can I redeem discount codes?

Enter the discount code in the field provided in the checkout to redeem it.
You can reach the checkout by going from your shopping cart to the checkout.


Can discount codes be credited retroactively?

If your order has not yet been processed by our shipping center, we can also enter discount codes later. When placing your order, please make sure that the discount code has worked, as it is only possible to change it in rare cases due to our fast shipping service.

Can discount codes be combined?

Discount codes cannot be combined with each other. A cash payment is not possible.



General questions

Is there a minimum order value?

No, there is no minimum order value.

Where is my package?

As soon as your order is packed and ready to ship, you will receive a confirmation email. For shipments within Germany there is also a tracking number available.
If your shipment has not arrived within 5 working days after dispatch (after receipt of the dispatch confirmation by e-mail), please contact our customer support (hello@luamaya.com), we will then help you.

How do I behave in case of wrong delivery or defective products?

If you have received a wrong delivery or defective item, please contact our customer support (hello@luamaya.com) immediately.



Revocation

How long can I cancel my order?

The cancellation period is 14 days from the date of receipt of the goods. If you want to cancel your order, please contact our customer service in advance. A refund of the purchase price is no longer possible after the deadline.



Returns

Who bears the costs for a return?

As you can see from our AGB's, you bear the costs for a return.

Has my return been received?

We will inform you as soon as we have completed your return. We will not notify you when we receive your return.

When will my payment be refunded?

As soon as we have received your return (this can sometimes take up to 10 working days), we will immediately refund the amount to the payment method you selected when ordering. With the payment method prepayment we still need your bank data for the refund, since this is not yet possible from the system.