Frequently asked questions
Here are the answers to the questions we receive most often. If you cannot find what you are looking for, get in touch — we reply to everyone.
Products
Are the products authentic?
Yes. Every product in our catalogue is authentic and comes from official distribution channels within the European Union. We do not sell testers, replicas or items intended for non-EU markets.
How do I know the exact size?
The size is always stated in the product title and in the specifications, in millilitres or grams, so you know exactly what you are buying before ordering.
Do the products have an expiry date?
The cosmetics and fragrances we ship have an adequate remaining shelf life. On the packaging you will find the PAO symbol (the open jar with a number of months) indicating how long the product should be used after opening.
Shipping
Which countries do you ship to?
We ship to several countries in continental Europe. We do not ship to Greece, Malta or Cyprus. The full list of destinations is in our Shipping Policy.
How much does shipping cost?
Shipping is not free. The cost is calculated automatically at checkout based on the total weight of the parcel and the destination country, before you confirm your order.
How long will my order take?
Processing takes 1-2 business days and transit 5-8 business days, for an indicative total of 6-10 business days from payment confirmation. Orders received before 2:00 pm (CET) Monday to Friday enter processing the same day. In any case we deliver within a maximum of 30 days, as required by Art. 18 of Directive 2011/83/EU.
Can I track my shipment?
Yes. All shipments are tracked: you receive the tracking number by e-mail as soon as the parcel is handed over to the carrier.
Returns and refunds
Can I return a product?
You may request a return within 14 days of receiving the item, provided the product is still sealed and intact. Please contact us before sending the return so we can issue the authorisation and the correct instructions.
Why can’t opened cosmetics be returned?
For hygiene and health protection reasons, fragrances and cosmetics that have been opened or had the seal removed cannot be returned. This limitation is provided for by European distance selling legislation.
Who pays the return shipping?
Return shipping costs are borne by the customer. The exception is when the item received is damaged, defective or incorrect: in those cases we cover them.
When will I get my refund?
Once we receive the return we need 2-3 business days to check the condition of the product. The refund is then issued within 14 days to your original payment method and includes the standard outbound shipping cost. Crediting times then depend on your bank.
Payments and account
Which payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard, Maestro, American Express, Union Pay), the digital wallets Apple Pay, Google Pay and Shop Pay, deferred payment with Klarna, and the local methods Bancontact and MobilePay. The methods available are shown at checkout depending on your country. We apply no additional fees.
Do prices include tax?
Yes, all prices shown on the site are VAT included. Shipping is added separately at checkout.
Do I need an account to order?
No. You can complete your purchase as a guest, without registering. Creating an account is optional and only makes it easier to find your orders again.
How do I manage cookies and my data?
You can change or withdraw your cookie consent at any time from the preferences panel. Details are in our Cookie Policy and Privacy Policy.
Contact
How can I contact you?
Write to info@luilei.it or call +39 3513208031. All details are on our Contact page. We are SHOPNOVA SRLS, VAT IT02118490768.