F.A.Q
Total 6 Questions ( Updating...）
1.Can I cancel my order?
If it is our faults, including sending the wrong item or size, the item is damaged and unusable, you did not receive the package, etc., within 15 days of receiving the package, we will re-ship it for you for free or refund your full money.
But it is your reasons, for most of our products, if you change your mind after you made the order, you can ask a full refund anytime before the product is delivered.
but After the personalized product enters the production process, we do not refund any money.
After you decide to return your item, please contact us for the best assistance：https://www.luttme.com/pages/contact
2.What if I've forgotten my password?
If you forget your password, you can click “Forgot Your Password?” and enter your email address. Then we will email you a new password.
3.Will my financial information & my personal information be safe?
Luttme.com will not receive or store any of your financial information. We use Braintree as Payment Gateway, by which your credit card and Paypal information will be encrypted transferred and managed. Braintree is the branch company of Paypal and meets the highest industry standards and guidelines - Level 1 PCI compliance.
By using the strong 256-bit encryption, 2048-bit root for whole site SSL encryption, as well as passing the strictest True BusinessID® Extended Validation (EV) SSL certification, all your information will be encrypted transferred and managed. Meanwhile, we promise never reveal any of your personal information to any third party.
4.How much VAT do I need to pay?
VAT is generally charged based on the price (both product price and shipping fee) at the applicable VAT rate of the EU countries. The VAT rate is different depends on types of goods and the destination countries. We search the VAT from European Commission website: https://ec.europa.eu/taxation_customs/tedb/vatSearchForm.html
the price on product page does not include the VAT. The VAT will be calculated after you filled the shipping address.
5.When will my order be shipped?
After we receive your confirmed order, we will typically get it sent off to our shipping department within 20 minutes, and then have it packed and shipped within 48 hours.
View the detail of shipping info, please click our shipping policy: https://www.luttme.com/policies/shipping-policy
6.What should I do if my order status is “Delivered” but I didn’t receive it?
This is rare, and in this case the most common reasons are that the shipping company delivered it to the wrong address, or they gave it to a neighbor while you were out. Please send us an email or contact our live support and we'll get on it right away and talk to the shipping company for you to find out what happened.
Did not find the problem you are looking for, contact us immediately to get our support，please contact us https://www.luttme.com/pages/contact