Frequently Asked Questions
MY LUZ COLLECTIONS ACCOUNT
How do I create my Luz account?
To create your account, simply fill in the required fields on the registration form. Click on the "My Account" tab in the upper right corner of the website. You will then receive an account creation confirmation email: your login details are necessary for you to log in and place an order.
How do I log in to my Luz account?
To log in, you must click on the "My account" tab and then enter your email address and password.
How do I retrieve my password?
In the "My Account" tab, "Already Registered," simply click on "If you have forgotten your password, click here" and you will instantly receive your password at the email address used to create your account. Please check your spam folder if you do not receive the email.
How do I change my contact information?
Go to the "Log in" tab: you will then have direct access to your personal information. You can modify it as many times as you wish.
How is my personal data saved?
In accordance with Act No. 78-17 on Data Processing, Data Files and Individual Liberties, your personal data collected when you create your account, place an order, or subscribe to the newsletter are considered confidential. They are necessary for the proper processing of your orders and for the personalization of commercial offers for you.
How do I sign up for the Luztique Newsletter?
To receive the Luztiques Newsletter and benefit from exclusive discounts and special offers, simply go to the "Newsletter" tab at the bottom of the website and enter your email address.
How do I unsubscribe from the Newsletter?
When you receive our newsletter, you can click on the link at the very bottom of the email to unsubscribe automatically. You can re-subscribe at any time.
PAYMENT
What payment methods can I use?
Whether in store or on our website, you can pay by credit card. Cash is accepted in store. You can also use PayPal as a payment method on our website.
Is it possible to pay in installments?
Of course! Once your basket is complete, a thumbnail in the bottom left will allow you to access the Alma platform to pay for your purchases in 3 or 4 installments via the platform. This does not add any extra costs for you.
When am I debited for my payment?
Once your payment has been made and your order confirmed, your bank account will be debited within 48-72 hours.
When paying by credit card, is there a risk?
No risk, order payment is made via the secure Shopify Payments solution
What should I do if I have a problem with my order's payment?
If you encounter any problems with your payment, please contact our customer service: contact@luzcollections.com. We will reply as soon as possible.
ORDERS AND DELIVERIES
How can I tell if my order has been placed?
You will receive an order confirmation email once it has been validated, which will confirm that your order is being processed as soon as possible. If you encounter any problems, you can contact us via our customer service: contact-boutique@luzcollections.com We will respond as soon as possible.
Can I track my order?
Once your order has been processed and shipped, you will receive an email confirming its shipment and providing you with the tracking number for your package. You will then be able to track your order's arrival in real-time.
How can I receive my order?
We offer various delivery methods to satisfy as many of you as possible. You can receive your order via Colissimo, courier, or Click & Collect. We ship our items worldwide.
How is the delivery method chosen?
When finalizing your order, you can select your preferred delivery method by providing your delivery address.
Is delivery free?
Delivery for your order is free for purchases over €150. Otherwise, delivery charges apply and vary depending on your delivery address (France or foreign country) and your delivery method (Colissimo, click & collect, courier, etc.).
RETURNS, EXCHANGES, AND REFUNDS
Is it possible to return one or more items if they don't suit me?
Of course, you can return a product if it does not meet your expectations within 30 days of receiving your order. You can request a different size instead or get a refund.
Am I responsible for the return shipping costs?
Only the price of the product(s) purchased will be refunded; return shipping costs are at your expense unless the error is ours.
Can I get a refund if I don't want to keep a product or exchange it?
You can get a full refund for the product if you do not wish to keep it (excluding items on sale in outlets or during clearance events). Feel free to contact us via this email address: boutique@luzcollections.com or call us directly by phone at 01 45 24 38 77. How long does it take to get a refund?
As soon as possible! No later than 30 days from the date the right was exercised.