Shipping

At Luwie Life, we aim to dispatch your order within 5 business days. Within the Netherlands, you will usually receive your order within 2–3 business days after dispatch.

For international orders, shipping costs are calculated at checkout. Delivery times may vary depending on the destination.

Once your order has been shipped, you will receive a shipping confirmation by email with Track & Trace information, allowing you to follow your parcel.

Please note that delays may occur during transit. Are you experiencing any issues with the delivery of your order? Feel free to contact us at info@luwielife.com, and we will be happy to look into it with you.

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International Orders & Customs

For orders shipped to destinations outside the European Union, import duties, taxes and/or customs fees may be charged upon arrival in the destination country.

Where legally permitted, these costs are the responsibility of the customer and are not determined or collected by Luwie Life.

Luwie Life has no control over the amount of these charges. For more information, we recommend contacting your local customs authorities.

If an order is refused due to unpaid import or customs charges and is returned to us, any costs actually incurred that may legally be charged to the customer may be deducted from the amount to be refunded.

 

Returns & Right of Withdrawal

We hope that you and your dog are happy with your Luwie Life order. If an item is not quite what you expected, you can make use of your statutory right of withdrawal.

You have 14 days, starting from the day after you receive your order, to inform us that you wish to withdraw from the purchase without giving a reason.

After notifying us of your withdrawal, you then have a further 14 days to return the item.

You may inspect and try on an item to the extent necessary to assess the nature, characteristics, size and fit of the product, comparable to what you would be allowed to do in a physical store.

We ask that you handle our products with care and, where possible, return them clean, undamaged and with the original labels and packaging.

If an item has been used beyond what is necessary to assess its nature, characteristics and functioning, and the product has therefore decreased in value, we may hold you liable for this reduction in value.

The direct cost of returning an item is the responsibility of the customer, unless otherwise stated or unless the product needs to be returned due to an error by Luwie Life. For orders shipped outside the EU (such as the United Kingdom), local customs fees, import duties, or taxes may apply. These charges are the responsibility of the buyer.

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Exchanges

We do not offer direct exchanges.

Would you like a different size, colour or item? Please return the original item according to our returns procedure and then place a new order through our webshop.

Return shipping costs are at your own expense. The shipping costs and any applicable conditions displayed on our webshop at the time will apply to the new order.

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Registering a Return

Would you like to exercise your right of withdrawal? You can register your return within the statutory period by contacting us at:

Email: info@luwielife.com

Please preferably include your name and order number so that we can process your request quickly.

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Then return the product to:

Luwie Life
Galliërsweg 49, Unit 8524
5349 AT Oss
The Netherlands

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You are responsible for arranging and paying for the return shipment yourself, unless the item was incorrectly delivered or is defective due to an issue for which Luwie Life is responsible.

Please make sure your name and order number are clearly included with the return shipment so that we can process your return quickly.

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Return Processing & Refunds

When you exercise your statutory right of withdrawal, we will refund the amount to which you are entitled no later than 14 days after we have received your withdrawal notice.

We may withhold the refund until we have received the returned item, or until you have provided proof that you have sent the item back, whichever occurs first.

The refund will be made using the same payment method you used for the original order, unless you expressly agree to a different payment method. We will not charge any fees for the refund.

If you return your entire order under the right of withdrawal, we will also refund the original cost of our cheapest standard delivery method.

If you selected a more expensive shipping method than our standard delivery option, we are not required to refund the additional cost of that more expensive shipping method.

If you return only part of your order, the original shipping costs will not be refunded.

You will receive a confirmation from us once your return has been processed.

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Responsibility for the Return Shipment

You are responsible for returning your parcel correctly and safely until it has been received by us.

We therefore recommend using a shipping method with Track & Trace and keeping your proof of shipment until your return has been fully processed.

If a return shipment is lost or damaged during return transit, the risk generally lies with the sender. You may be able to claim compensation from the carrier you selected.

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Damaged, Defective or Incorrect Item?

Have you received a damaged, defective or incorrect item? Please contact us as soon as possible at info@luwielife.com.

Please include your order number and, if possible, clear photos so that we can assess the issue quickly.

If a product does not conform to the purchase agreement, or if Luwie Life has delivered the wrong item, your statutory rights apply. Any costs necessary to resolve the issue will not be charged to you.

These rights are separate from your statutory right of withdrawal.

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Questions?

Do you have any questions about shipping, returns or your right of withdrawal? Feel free to contact us at:

info@luwielife.com

We are happy to help.