FAQ

Customer Help Center (FAQ)

Welcome to our Support Center. Below you will find solutions to frequently raised queries. If your specific question is not addressed here, our dedicated support team is ready to assist. Please reach out to us at support@luraset.com with your registered email and order reference number so we can expedite your request.

1. Purchasing & Payments

Q: What is the procedure for redeeming a promotional discount code? A: To apply a promo code to your transaction, please use the following guide during checkout (applicable for both credit/debit cards and PayPal):

1. Add your desired merchandise to the shopping cart.

2. Select the checkout option labeled "PAY WITH DEBIT/CREDIT CARD" within your cart.

3. For Mobile Users: Tap the "Show order summary" dropdown menu to reveal the promotional field, then enter your code.

4. For Desktop Users: Locate the input field on the right-hand side of the screen and insert your code.

5. Apply the discount and proceed to complete your payment via your preferred method.

Q: Which payment solutions do you support? A: We provide a secure checkout experience supporting a variety of payment methods:

• Major Credit/Debit Cards: Visa, MasterCard, American Express (AE), Diner’s Club

• Digital Wallets: Apple Pay & Google Pay

• PayPal

Q: What are the shipping rates? A: Our standard global delivery fee is generally flat-rated at USD $5.99. Please note that final costs may vary depending on promotional events or destination addresses. The exact shipping total will always be fully transparent and calculated at checkout prior to final payment.

2. Shipping & Global Delivery

Q: Do you ship to international destinations? A: Absolutely. As an international retailer, we fulfill orders worldwide. To optimize transit times, our logistics network automatically dispatches your package from the closest fulfillment center possessing available stock.

Q: What is the expected delivery timeframe? A: Once your package has been processed and leaves our facility, standard transit times generally range from 10 to 20 business days.

Q: How do I monitor my shipment's progress? A: Upon dispatch, an automated shipping confirmation email containing a tracking identifier will be sent to you. You can monitor your package's journey by entering this identifier into global tracking platforms such as 17track.net.

Q: Why hasn't my tracking data been updated yet? A: Tracking portals usually require 24 to 48 hours to update after a label is generated. Additionally, it is common for statuses to remain stationary for a few days while the package is in transit between international sorting hubs.

Q: I received only a portion of my order. Where are the rest of my items? A: To minimize waiting times, multi-item orders are frequently split and shipped from different fulfillment centers. Each package is assigned a separate tracking number, which will be emailed to you individually as they ship.

3. Modifications & Cancellations

Q: Can I update my delivery address, contact number, or recipient name? A: Address modifications are highly time-critical. Please email support@luraset.com immediately with the exact subject line: "Urgent: Address Change". To process this, your email must contain:

• Order ID (e.g., 071SHOP-112938)

• The email address used for the purchase

• The corrected, complete shipping details We will make every effort to intercept the package before fulfillment. However, if the order has already been processed by logistics, we cannot alter the details and advise reaching out to the courier directly.

Q: Is it possible to alter order specifications (such as size, color, or quantity)? A: This request must be submitted immediately. Please contact support@luraset.com with the subject line: "Urgent: Order Change". Please specify:

• Your Order ID (e.g., 071SHOP-112938)

• Your registered order email

• The exact adjustments required Please note that changes can only be accommodated if the order has not entered the fulfillment process. This operational window is very narrow.

Q: Can I cancel my order? A: Cancellations are permitted as long as the order has not been dispatched. Please note that cancelled transactions may incur a nominal processing fee. Once an item has been shipped, the order cannot be rescinded.

4. Post-Delivery & Product Support

Q: My package arrived with damaged items. What is the remedy? A: We apologize for this inconvenience. Please send an email to support@luraset.com with the following details so we can resolve this immediately:

• Your Order ID (e.g., 071SHOP-112938) and purchase email

• Clear photographic or video evidence of the damaged goods

• A photo showing the shipping label on the external packaging

Q: What should I do if I detect a manufacturing defect or quality issue? A: We hold our products to high standards and regret that your purchase fell short. Please message us at support@luraset.com so we can rectify the situation. Kindly provide:

• Your Order ID (e.g., 071SHOP-112938) and account email

• A brief summary describing the defect

• Visual evidence (photos or a video clip) clearly demonstrating the quality concern

Q: I am missing an item, or I received an incorrect product. How can this be fixed? A: We apologize for the fulfillment error. To help us correct this quickly, please contact support@luraset.com with:

• Your Order ID (e.g., 071SHOP-112938) and purchase email

• A photo/video of the incorrect merchandise received, or a specific list of the missing products

5. Notifications & Account Inquiry

Q: I haven't received an order confirmation email. What should I do? A: We recommend checking your spam or junk mail folders first. If the confirmation is missing there, please email support@luraset.com with the email address utilized during checkout, and our team will locate your transaction and resend the receipt.

Q: Where is my shipping tracking number? A: Tracking codes are typically generated and emailed within 1 to 2 business days after order processing. If this timeframe has passed, please check your spam folder before contacting our support team for an status update.