Frequently asked questions

DO I HAVE TO REGISTER TO MAKE AN ORDER?

Yes. Each customer must be registered by a short form to be able to log in to Luanvi.com.
Click on the 'Login' button at the top right corner of our website. You will be automatically redirected to the "Login or Registration" page, where you can register. Once you have filled in the required fields, you will receive a confirmation by email. Now you have the possibility to login and complete the information. Remember that you also have the possibility to register during the order process.

HOW CAN I CHANGE MY PERSONAL DATA?

To update the saved information, access your account with your email address and password. There you can modify your personal information by clicking on "modify account information". For example, you have the possibility to add different addresses, which can be important in case the billing address is different from the shipping address.

I FORGOT MY PASSWORD, HOW CAN I GET A NEW ONE?

Click on "Identify" and once there in "Forgot your password?", where you will be asked to indicate your email address. Then you will receive an email with a link where you can establish a new password. Do not forget to check your junk box (spam) in case it had reached you there.

WHAT HAPPENS WITH MY DATA? ARE THEY SURE?

We take security very seriously on our website. In addition, we treat your personal information in a strictly confidential manner. For greater security LUANVI S.A does not store the credit card numbers in our database.
We assure you that your data will be treated confidentially and encrypted with a secure server software SSL (Secure-Socket-Layer). The information encrypted as your order, name, address, credit card or bank details will not be read by third parties.
If you want more information, please read our Privacy Policy

HOW CAN I RECEIVE INFORMATION FROM LUANVI SA?

You can subscribe to our Newsletter by entering your email address in the lower right corner of our website. If you later wish to unsubscribe, you can cancel your subscription.

HOW CAN I FIND A PRODUCT ON THE WEB?

You can search for products with the name or item number in the search bar at the top of the screen, for example, by entering the type of garment (T-shirt), the name of the garment (Apollo) or the reference of the garment (Ref 08486). If what you want is not looking for a specific model, but features, colours or information about our products from different sports, you can navigate through our top menu of the website to easily find what you are looking for.

DO ALL THE PRODUCTS HAVE A WARRANTY?

Of course. All our products have the legally established guarantee.

CAN I CHANGE MY ORDER, ONCE I HAVE PLACED IT?

Yes, you can change your order after having placed it by contacting us at our mail [email protected], preferably as soon as possible, under confirmation response from LUANVI SA.

WHAT OPTIONS OF PAYMENT DO WE OFFER?

You can pay the amount of your order by choosing any of the following methods:

• CREDIT OR DEBIT CARD, VISA OR MASTERCARD
• Paypal

During the purchase process you must indicate your choice.

IS VAT CHARGED ONLINE?

All of our prices include VAT

MY PAYMENT WITH PAYPAL HAS NOT WORKED, WHAT CAN I DO?

If after payment you have not received any e-mail or confirmation of it by PayPal, please contact the PayPal Customer Service (From Spain 900 801 665) (International calls + 353 - 14 369 024).

ARE THE DATA ON MY CREDIT CARD DELETED AFTER MY ORDER?

Your credit card information will not be saved in our system.

HOW LONG WILL THE PROCESSING OF MY ORDER LAST?

The time it takes to process an order depends on how the data is entered into our system. Each time a customer places an order with a debit or credit card, the information on the card is rigorously checked to ensure maximum security and prevent potential card fraud. Your bank may require some security controls to validate your purchase. If all the data is correct and verified, your order will be processed (in case the products are in stock) or produced. We will process the order and send it to you as soon as possible.

HOW CAN I CANCEL MY ORDER?

Remember that an order can ONLY be canceled as long as it has not been produced.
If you want to cancel your order, please contact our Customer Service by e-mail at: [email protected]. Please, indicate in the e-mail your order number so that we can make the cancellation quickly.

CLAIMS

If you want to file a claim, you can send an email to [email protected]. We will analyze your case as soon as possible, and we will try to give you an adequate and fair solution.

WHAT METHODS OF SHIPMENT DOES LUANVI SA OFFER?

National shipments and to Europe, except: Albania, Bosnia-Herzegovina, Iceland, Faroe Islands, Kosovo, Liechtenstein, Macedonia, Montenegro, Norway, Channel Islands, San Marino, Serbia, Switzerland, Turkey and Vatican.

WHAT SHIPPING COSTS DO I HAVE TO PAY?

International Shipments:

The amount to be charged for shipping costs will vary depending on the destination of the merchandise.
Shipping costs include transportation, insurance and customs clearance in origin.

I HAVE PLACED AN ORDER AND I HAVE NOT RECEIVED CONFIRMATION

Once your order is placed, we will send you the confirmation of it by email. If you do not receive it, please check your spam box, as sometimes it is possible that you receive it directly there. If you want, you can write to [email protected]

WHEN WILL MY ORDER BE SHIPPED?

LUANVI SA always tries to send the order in the shortest possible time.
Domestic orders can be delivered within 48-72 working hours considering that this period may vary depending on the season. For the Balearic Islands, the term is 4-5 working days. We must take into account the local public holidays where our store is, and the local public holidays of the locality of reception of the order, since in those days there will be no distribution.
For international orders, once the shipping confirmation has been sent, the product will be delivered to the address indicated by the user when placing the order, within approximately one to seven (1-7) working days from when they leave the warehouse of LUANVI SA, depending on the country of destination.
The recipient must take into account the provisions of the country of destination for the importation of the items requested, since LUANVI SA has no responsibility over them. The effects produced by strikes, armed conflicts or other circumstances beyond its control shall not be imputable to LUANVI SA.
LUANVI SA will not be responsible for delays in the customs clearance or if the local authorities decide to confiscate any item contained in a shipment.

CAN I CHANGE THE SIZE OF A PRODUCT?

All our products can be returned within 14 days if the conditions specified in our return policy are met.
When LUANVI SA has received the return, it will be verified that the product/s are in perfect condition and will proceed to the refund of the amount of the purchase.
If the customer wants to acquire a new size of the item, the customer will have to process a new order.

WHAT CAN I DO IF MY GARMENT IS BROKEN?

The customer will request the return by sending an email to [email protected] with the following information:

• Order number
• Reference of the article with its size and quantities
• Reasons for the return

The response time of LUANVI SA will be in the shortest possible period from the receipt of the return request.
The customer will receive a return number that must be marked on the outside of the return package.
If the product has a quality defect, LUANVI will send a courier to the shipping address of the customer's original order.

WHAT HAPPENS IF THE PRODUCTS REQUESTED DO NOT SATISFY ME?

According to our return policy you can return your order within 14 calendar days of receiving the product.
Any refund will be made in the same way that the payment was made. Take into account that if your card is a credit card, the amount of the refund is reflected in the balance adjustment period, for example from the 1st to the 5th of each month.
LUANVI SA will refund all payments received, excluding those corresponding to the return shipping costs, which the customer will assume.
See the conditions in our returns section for more detailed information.
If you want to return a product, you must send an email to: [email protected].

WHAT PRODUCTS CAN NOT BE RETURNED?

Returns of products will not be accepted in the following cases:
All products that for health and hygiene reasons are in contact with intimate areas such as socks, swimsuits, underwear, briefs for running, etc. …