Nova and Soul

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Easy Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@luukaa.com. Please note that returns will need to be sent to the following address: 5663 Balboa Ave. #616, San Diego, CA 92111

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@luukaa.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@luukaa.com.

Secure payment

When it comes to online shopping, security is of utmost importance. At LUUKAA, we understand the need for secure payments, and we prioritize the protection of our customers' financial information. With our advanced security measures, you can shop with confidence knowing that your payment details are safe and secure.

Here are some key features of our secure payment system:

Encryption: We use industry-standard encryption technology to ensure that your payment information is transmitted securely over the internet. This means that your credit card details and personal information are encrypted and cannot be intercepted by unauthorized individuals.
PCI Compliance: LUUKAA is fully PCI compliant, which means that we adhere to the Payment Card Industry Data Security Standard (PCI DSS). This standard sets forth strict requirements for handling and storing payment card information, ensuring that your data is protected at all times.
Secure Payment Gateways: We partner with trusted payment gateways that have built-in security features to safeguard your payment information. These gateways use advanced fraud detection tools and encryption protocols to prevent unauthorized access and fraudulent transactions.
Two-Factor Authentication: To add an extra layer of security, we offer two-factor authentication for certain payment methods. This means that in addition to entering your payment details, you will also need to provide a unique verification code sent to your mobile device or email address.
Secure Checkout Process: Our checkout process is designed to be user-friendly and secure. We only collect the necessary information required to process your payment, and we do not store your credit card details on our servers.

At LUUKAA, we are committed to providing a safe and secure shopping experience for our customers. We continuously monitor and update our security measures to stay ahead of emerging threats and protect your sensitive information.

If you have any questions or concerns about the security of your payment, please don't hesitate to contact our customer support team. We are here to assist you and ensure that your shopping experience with LUUKAA is worry-free.

Free Shipping Orders Over $150+

Please review the following information regarding our shipping polices, state tax and VAT collection, shipping rates, order processing time, and forms of payment.

Shipping Policies
Shipping Rates
Order Processing Details
Taxes, Import Duties & Exceptions
Forms of Payment

Shipping Policies

USA/Canada- LUUKAA's Online store accepts orders and ships to customers in the United States and Canada; international ordering may be available through an authorized LUUKAA Distributor.
US Sales Tax - Collected for orders shipped to California.
International VAT - Customers from Canada are liable for their respective country's import duties, taxes, and fees (final VAT is not included in order).
Free Ground Shipping - Available for orders $150 or more to the 48 continuous US states only.
Shipping Delivery Time - Shipping methods denote the delivery time once your order is shipped from our warehouse in San Diego, California.
PO Boxes, APO Addresses & Freight Forwarders - To combat mail order fraud, we do not ship to PO Boxes and Freight Forwarders. We unfortunately cannot ship to military APO addresses due to Homeland Security procedures.
Required Signature - To combat fraud and theft, all orders over $199 require a signature upon delivery.

Shipping Rates

Free Ground Shipping to the Continental USA (On All Orders $150 or More)
In Stock items for orders over $150.00 receive free ground shipping in the contiguous (lower-48) United States. These items ship directly from our warehouse in San Diego, California and will arrive in 1-7+ business days, depending on your location.

48 Contiguous US States
• Free Ground Shipping (orders $150 or more)

• Ground Shipping (orders less than $150) - $9.95

Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands
• 3-day Ground or Economy Shipping - $99

Canada
• Economy - $19

Order Processing Details

We will contact you if there are issues processing your order, stock availability, or unexpected delays in shipping.
Your order will ship to the address you entered on the order.

Taxes, Import Duties & Exceptions

Sales Tax
LUUKAA collects sales tax in California (7.75%).

Duties, Taxes, Customs & Import Fees
Your country's import duties, taxes and fees are not included. International orders are generally subject to local import duties and taxes (VAT). These fees will be due once the shipped goods arrive at the country of destination. You are responsible for import duties, taxes, and fees and for complying with the laws and regulations of the country of destination. We do not have any responsibility on any additional charges that may apply.

Tax Exempt Organizations
If you are a tax exempt organization (such as a school), please include your tax exemption information with your order by adding it to the special notes field provided on the shopping cart form prior to checkout. We'll review your information after your order is submitted and, if tax exemption is qualified, adjust your order.

Forms of Payment

Accepted Forms of Payments
LUUKAA accepts all major credit cards, PayPal, Amazon Payments, and Apple® Pay. Apple Pay is available on supported iPhones® and Macintosh® computers.

Apple Pay Requirements (for Desktop Users)
On a supported Mac®, the following requirements are required to ensure security protocols at checkout:

• Safari Web Browser (with macOS® Sierra or Higher)
Apple Pay support is available only with Safari web browser running on a Mac with macOS Sierra or higher. Older Mac operating systems and third-party web browsers are not supported.

• iPhone (with Apple Pay Support)
Your iPhone needs to be powered on, support Apple Pay, and have a valid credit card in the Apple Wallet app.

• iCloud® Account (Same Account on Mac and iPhone)
You must be logged into the same iCloud account on your Mac and iPhone, otherwise Apple Pay will not be available.

• Bluetooth Enabled (on Mac and iPhone)
Bluetooth must be enabled on your Mac and iPhone and your iPhone must be within Bluetooth range of your Mac.

Shipping, Taxes and Payment Policies subject to change as rates and tax changes occur. Most current information as of April, 2024.