FAQ

The practical answers customers most often need before choosing, ordering, receiving, or returning a product. We have gathered the questions we hear most frequently and answered them clearly, so you can shop with confidence and spend less time searching for information.

When will my order arrive?

Orders are normally prepared within 1-3 business days. After dispatch, estimated transit time is 7–12 business days. Delivery estimates begin after dispatch and can be affected by the carrier, destination, customs, or local conditions.

To help you plan, here is how the timeline generally works:

Preparation: 1-3 business days after your order is placed.
Transit: 7-12 business days after dispatch.
Total estimate: approximately 8-15 business days from order to delivery, depending on your location and external factors.

Please note that business days exclude weekends and public holidays. Once your order is dispatched, you will receive the tracking information available for your shipment.

How do I choose an option?

Review the options and any product-specific measurements shown on the exact product page. Contact support with the product title if an essential detail is missing.

When comparing styles, we recommend checking these details before ordering:

The size or fit notes shown on the product page.
Any measurements provided for the specific style.
The available imagery, including detail views where present.
The written product description for silhouette and styling notes.

If you are between sizes or unsure about a particular fit, our support team can help you review the available information before you place your order.

Can I return an item?

The applicable return-request window is displayed at checkout and in the order confirmation. Full eligibility and refund details are in the Refund and return policy.

Because return windows can vary, we encourage you to review the details shown during checkout and in your confirmation email. If you have questions about a specific order, contact support with your order number and the team will clarify the options available to you.

Can I change an order?

If you need to update a size, color, address, or other detail, the best chance of success is to reach out as soon as possible after placing your order. Once preparation has started, we may no longer be able to modify the order, but we will always do our best to help.

Where can I find product care information?

Start with the care label and product-specific information. The Garment care guide explains general handling, storage, and preparation, but instructions supplied with the exact item always take priority.

For everyday care, we suggest these general habits:

Read the care label before washing or treating any garment.
Store dresses and delicate pieces away from direct sunlight and moisture.
Follow the specific instructions that arrive with your item, as they reflect the exact product you received.

When in doubt, gentle handling is usually the safest choice for romantic and detailed styles.

What if an item arrives damaged or incorrect?

Contact support promptly with the order number, product title, and clear photographs of the item and parcel. Keep the packaging until the team confirms the next step.

To help us resolve the issue quickly, please include:

Your order number.
The product title as shown in your confirmation.
Clear photos of the item, any damage, and the packaging.

Keeping the original packaging is important, as it may be needed for review or return. Our team will guide you through the next step once we have the details.

Why can a color look different on screen?

Displays, lighting, and surrounding colors can change how a product appears. Review all available imagery and written details; ask support before ordering if a specific shade is essential.

Color perception can vary because of:

Screen brightness and color settings on your device.
Studio lighting used in product photography.
The colors surrounding the item in a photo.

If you need a specific shade for an event or outfit, we recommend contacting support before ordering so we can help you review the available information.

Are duties and taxes included?

Checkout shows amounts collected by the store where supported. A destination may impose additional import charges according to local rules; review shipping information for the current process.

Because import rules differ by country and region, the amount shown at checkout is the most reliable guide for your order. Any additional charges applied by local authorities are outside our control and are determined by the destination.

How do I get help?

Email luruiservice@hotmail.com and include your order number when applicable.

For the fastest assistance, please include:

Your order number, if you have one.
The product title or a link to the product page.
A brief description of your question or issue.

Our support team will respond as quickly as possible and help you with the next step.