Address
Keyserswey 30
2201 CW Noordwijk, The Netherlands
Email to service@luqaza.com
Phone
Available on working days between 09:00 and 17:00
(+31) 858000425
Send us a message
Do you have a question about your order or a product? Please fill in the contact form. Our customer service will get back to you as soon as possible!
Frequently asked questions
- How do I know if an item is in stock?
The products we currently have out of stock are indicated by a grey bar with the text “Unfortunately out of stock”. You can always contact us to find out when the product will be back in stock. - How long does it take before a product is back in stock?
Please contact us for this. If possible, we can give you an estimate of when the product will be back in stock. You can contact us by calling us or filling in the contact form on the website.
3. What steps do I need to take to get my product?
– Once you have found a product you would like to purchase, add it to your shopping basket. You do this by clicking on the green button.
– You can then choose whether you want to continue shopping or proceed to payment.
– In the checkout process, enter the required details and select the desired payment method.
– After you have completed the payment, we will start processing your order.
– As soon as we have processed your order, you will receive a confirmation e-mail from us summarising everything.
– Finally, we will ship your order and it will be delivered after a maximum of 2 working days.
4. I have paid for my order, what are the next steps?
After you have placed your order, everything happens automatically. You will receive a confirmation e-mail from us, explaining everything once again. We will then process and send your order and it will be delivered to you within 2 working days.
5. Something went wrong during ordering. What do I do now?
If something went wrong during the payment process, it is best to close your internet browser and try ordering the product again. If something went wrong during the payment process see: “My payment is stuck”. If ordering is still not possible after this, please contact us.
6. I have lost my invoice, can I receive a new one?
Of course you can. When you contact us, we can send you a copy of the invoice. Make sure you have the following details ready:
– Name
– Shipping address
– Order number (found in the confirmation e-mail)
7. How much shipping costs do I have to pay?
Good news: with an order over €50, you pay no shipping costs at all. Do you have an amount under €50? Then the shipping costs are €4.95.
8. I want to change or cancel my order, is that possible?
This is possible. However, you must act as soon as possible after completing the order. You must contact us personally. This makes it possible for us to intervene immediately and make the change or cancellation before the parcel is sent.
9. What are the payment options at Luqaza?
Luqaza offers the following payment options: AfterPay, iDEAL, PayPal, Credit Card, Bancontact/ Mister Cash, bank transfer and Belfius Direct Net. You can pay us securely in any way possible via your own bank.
10. My payment got stuck, what should I do now?
We advise you to close the payment page and check with your bank whether the payment was successful. Then contact us to check whether the order has gone through. If this is not the case, you can re-submit your order.
11. Can I pay afterwards with Klarna?
Klarna carries out the entire post-payment process for Luqaza. This means you receive a payment overview from Klarna. With the Klarna app, you can view and pay for this payment summary safely and easily from your smartphone. In the online environment My Klarna you can manage your payment statements from your computer or tablet. Klarna keeps you informed via push notifications & e-mail when a payment statement is ready for you. To approve your retrospective payment request, Klarna performs a data check. Klarna has a strict privacy policy as described in its privacy statement. In the unlikely event your payment request with Klarna is not authorised, you can of course pay for your order with another payment method. You can always contact Klarna for questions. For more information please refer to Klarna.
12. Do I pay safely with Luqaza?
Whichever payment method you choose with Luqaza, all payment methods are secure and encrypted. So you have no fear of anyone accessing your payment details.
13. Which party will deliver my parcel?
Your parcel will be delivered by DPD or GLS. In both cases, we will send you a Track & Trace code so that you can track your parcel.
It is also possible that your parcel is too large for the parcel service. In this case, the shipment goes via freight transport. This transport is organised by DHL. If your parcel is delivered by freight transport, we will contact you to make an appointment for a suitable delivery time.
14. Can I follow my order?
You certainly can! After we have processed your order we will send you an e-mail with a Track & Trace code. This way you can follow your parcel all the way to your front door.
15. I am not at home, what now?
In this case your parcel is usually delivered to the neighbours. If this is not the case either, your parcel has either been taken back and the deliveryman will try to deliver it again tomorrow, or the deliveryman has dropped it off at a collection point. In all the above cases, the Track & Trace indicates where your parcel is.
16. Can my order also be shipped internationally?
We can have parcels delivered in the UK and Ireland. Please contact us for delivery in other countries.
17. I have not received my parcel yet, what now?
That is annoying. You can first use the Track & Trace code to find out where your order is. If you still cannot find out, you can always contact us.
- I want to receive my order as soon as possible, what should I do?
You can always expect to receive your order within 2 working days. If this is too late, please call us. Something may be possible to speed up this process. - When will my order arrive?
We aim to ensure that you receive your order within 2 working days. If anything unexpected does go wrong, please contact us and we will try to solve it for you immediately. - Can I split my order and send it to multiple addresses?
Unfortunately, this is not possible. We therefore advise you to place two separate orders. This way you can be sure that the packages will arrive at the correct addresses. - I have not received an order confirmation, what should I do now?
This is not quite as it should be. If you have a Hotmail or Live e-mail address, the mail may have ended up in the ‘undesired’ folder unintentionally. If this is not the cause, please contact us and we will find out what went wrong.
- How should I exchange or return my packages?
Not satisfied with your purchase? You can return your parcel using the enclosed return form. You can also download the return form here. The return costs are at your own expense. If you have more questions about returns, please check our page on returns. - My product is damaged or has been delivered with a product fault, what should I do now?
If your product is damaged or something has gone wrong during the production of your product, please contact us. If possible, please take photos of the damaged product and e-mail them to us. We will then send you a return label that you can use to return the product free of charge. You will receive this form by e-mail and you can stick it on the return box. Finally, submit the parcel to a parcel point. - How and when will I get my money back if I have returned a product?
When you have returned your product and we have received it, we will ensure that the purchase value of the returned product is transferred to your account within 14 days.
- How do I unsubscribe from the newsletter?
There is an “unsubscribe” link at the bottom of the newsletter. When you click this and follow the steps, you are unsubscribed from the newsletter.
