Frequently Asked Questions
How long does shipping take?
Our estimated shipping time is 7–12 days.
Occasional carrier, customs, holiday, weather, or other external delays may affect delivery.
How can I track my order?
Visit our Track Your Order page and enter the requested order or tracking information.
My tracking hasn't updated. What should I do?
Tracking information can sometimes take time to update after your order has shipped.
If you are concerned about your delivery, contact support@luen.store.
What if my product arrives damaged?
Contact support@luen.store within the applicable guarantee period.
Please include your order number and clear photographs or video showing the damaged product and packaging.
Do you offer refunds?
LUEN offers a 30-day guarantee subject to our Return & Refund Policy and applicable consumer law.
Do I need to return the product to receive a refund?
If we approve a return and require the product to be sent back, the product must reach our designated return location before the refund is processed.
Is there a return fee?
Customers may be responsible for applicable return shipping or return fees where legally permitted.
Any applicable fee will be communicated during the return process.
Can I cancel an order after it ships?
Once an order has shipped, we may not be able to cancel it.
Please contact support@luen.store as soon as possible if you need help with an order.
How do I contact LUEN?
Email us at: