FAQ

Learn all about our Universe

If you´re wondering about Luza´s pieces, an order ou our website, send us an email to info@luza.pt or a WhatsApp to +351 925 848 080 (we will answer you from monday to friday, 9 am – 6 pm, Lisbon hour)

Unfortunately the gold pieces of silver 925 have only a bath. This kind of treatment with time and under some circunstances ends up disappearing. Visit Luza page CARE AND CERTIFICATIONS to find out in what circunstances the colour fades and to find our suggestions how to make your jewelry last longer.

Yes, we can help. Our jewelry is made to be used to the maximum and therefore we can repair it whenever necessary. This service has a associated cost. Send us an email to info@luza.pt or a WhatsApp to +351 925 848 080 (we will answer you from monday to friday, 9 am – 6 pm, Lisbon hour) to more information.

If you have na idea, Luza will be very happy to hear it. Just send us an email to info@luza.pt or a WhatsApp to +351 925 848 080 (we will answer you from monday to friday, 9 am – 6 pm, Lisbon hour).

Please confirm if your order confirmation email hasn´t end up in spam. If you still can´t find it, please contact us through info@luza.pt or a WhatsApp to +351 925 848 080 (we will answer you from monday to friday, 9 am – 6 pm, Lisbon hour)

We´re very sorry that you want to do it! But we accept it, except if it´s a personalized or used product (which will be automatically returned to you if you still try to return it). You have 30 days after your order is delivered to you. Shipping costs will not be refundable. Luza does not take care of shipping costs when returning or exchanging items, even if the purchase was made during a freeshipping campaign.

If you really want to do it, follow these steps:
– Send an email to info@luza.pt with the receipt, as well as indicating the returning intention. Also, send proof of your IBAN so Luza can make the refund.
– Make sure the the jewelry is packed in our boxes.
– To return your order to us, we recommend you to use a tracking option (we are not responsible for lost items).
– If you live outside European Union, at the post offices, clarify on the customs declaration, on the outside of the package that it is a return and the value is 0 euros (if you don´t do this we may never receive the
package and we cannot make a refund).
– After Luza receives it and verifies it, we´ll proceed with the refund.

An email will be sent to you informing when we´ll do it.
– Use the following target data:

Del C Avila Unipessoal, Lda
Rua Estamparia de Lavadores, 1306
4400-453 Canidelo, Vila Nova de Gaia
Portugal

To make an exchange, first you need to follow the steps indicated in the question “How can I return an item?”. When sending na email to info@luza.pt let us know that the reason for returning the item is to exchange for another one. Don´t forget to indicate for which one!

After Luza receives it and verifies it, we´ll proceed with the refund. An email will be sent to you informing when we´ll do it. Also, in that same email we´ll send you a code that, during the new order process on our website, will remove shipping costs.

LUZA products are available at www.luza.pt .You can also buy it by placing an order through a message via WhatsApp to +351 925 848 080 (we will answer you from monday to friday, 9 am – 6 pm, Lisbon hour).

We accept Multibanco Reference Generator, MBWay, Paypal, Bank Transfer, Credit Card. We take online security very seriously, so you don´t need to worry about wheter these type of payments are secure.

Probably yes. If your country doesn´t appear when placing an order, send us an email to info@luza.pt or a WhatsApp to +351 925 848 080 (we will answer you from monday to friday, 9 am – 6 pm, Lisbon hour).

As soon as you notice a possible error in your information, send us an email to info@luza.pt or a WhatsApp to +351 925 848 080 (we will answer you from monday to friday, 9 am – 6 pm, Lisbon hour).

If that happens, please send us an email to info@luza.pt or a WhatsApp to +351 925 848 080 (we will answer you from monday to friday, 9 am – 6 pm, Lisbon hour) explaning the situation. We´ll give you detailed instructions on how to proceed to send the piece back to us so we can observe it and give it a resolution.