FAQS

How does delivery work and how much it costs?

Orders from Spain and received before 2:00 PM will be delivered next business day through SEUR. It could take longer at rush hour but we will do everything possible to send your products out as soon as possible. Business days do not include Holidays or weekends. International orders are shipped through DHL and through your own local postal service. International Orders take somewhere between one to two weeks, but could be closer to four weeks under excepcional circumstances. Signature required for every delivery. Orders cannot be delivered without the required signature.

Other considerations:

  • Free shipping to Peninsular addresses with a purchase of 150€ and up
  • Any other shipment, SEUR rate apply
  • Click & Collect System
  • Free returns, as long as our conditions are met, explained in the "Returns" section.
Can my purchase be Gift Wrapped?

Yes, we offer Gift Wrap Service, which includes a silver bowed box, available in two styles (depending on size): a large box 56x36.6x12 cm for 14€ and a small box 46x31.3x9.6cm for 10€. A Gift Receipt will be sent along with the gift without stating the price. Please, keep in mind that not every available item in our website fits in these boxes.

Do you offer gift cards?

Yes, we have electronic gift cards and point-of-sale gift cards, both available for sale on the website. If you choose to gift electronic gift cards you must state the email address you want us to send the gift card to in the gift message.

Could my order be delivered to an address different from the billing address?

Yes. You will find an option to select a different billing address during the purchase. You can also save more addresses to speed up the process during the next purchase.

What happens if I am not in when the package is delivered?

For deliveries is Spain, typically a note is left and a delivery is reschedule for next day. If the package was not delivered, then it comes back to us. In that event we will contact you to arrange a new delivery. For international deliveries you will have to contact your local postal service to re-attempt the delivery. Lubaloo is not responsible for international deliveries.

Is the sales tax included in my order?

Yes, it is. We are required to always charge sales tax, even for deliveries outside the European Union.

How can I pay for the products?

The payment methods we accept at Lubaloo online are: Visa, Visa Electron, MasterCard, Maestro, Electronic Gift Cards and Paypal.

If I have an issue with the card, what should I do?

Verify that:

  • The card is not expired.
  • That you did not go over your credit limit.
  • That you filled out every field correctly.

Remember the card details are encrypted when transmitted in the Redsys Virtual POS, which guarantees the security of every transaction and application made through it.

Does Lubaloo ship everywhere?

We ship almost everywhere. We cannot deliver to PO Boxes or some countries where we cannot guarantee the conditions of the parcels.

Is the product displayed on the website the same one I will receive if I shop online?

Yes. Lubaloo ships the same product you see on the web, but for hand-crafted garments there could be a slight difference in the finishings. Also bear in mind the visualization of colors could vary from one screen to the next due to specifications and settings.

Which is the certificate of origin?

The certificate of origin certifies the place of origin of your goods, in order to meet customs or commercial requirements.

The origin of the goods determines the tariff or commercial treatment given to them at the time of entry into a customs territory.

If the shipping area needs this certificate, the cost of it is automatically applied to shipping.

What do I do if I don't care for an item or I dislike the color?

In such cases you should return the item within 28 days and with its original labels attached. You can wrap it as you received it if you wish. With every shipment within Spain we include a self-adhesive free-of-charge return label; stick it the front of the package and bring it to your Postal Office to send it back to us. We suggest you keep proof of mailing. Customers outside Spain are responsible for any return shipment charges. Please, ship them back to : C/ Rafael Pillado Mourelle, nº 23, de Algete, Provincia de Madrid, Código Postal 28110, España. Please fill out the return form to let us know if we have to exchange the item for a different color or size or reimburse you. If you are requesting a reimbursement, it will be expedited if the item is in its original condition and we receive the aforementioned information correctly. The credit or debit card used at purchase will be credited. If there is a problem with the reimbursement someone from Customer Service staff will contact you. Online purchases can be returned in-store, but any reimbursement must be processed from our headquarters since stores cannot process online reimbursements.

What do I do if I have a question?

Contact us at info@lubaloo.es and we will reply as soon as possible.

Is our webpage a secure site?

Lubaloo safeguards the security of your information while being transmitted by encrypting it. Rest assured the web page is secure and confidential.

I don't remember my password, what should I do?

If you don't remember your password just click on the "Register" button at the top of the page and then click on "Forgot my password" and you will receive an email with your password.

How can I get up-to-date store news?

Puede suscribirse a nuestra Newsletter y recibir todas las novedades y oportunidades de Lubaloo. Suscribe to our Newsletters and receive news and upcoming events at Lubaloo. Whenever you want to opt-out just select the "Unsubscribe" box in the latest Newsletter in your inbox (at the bottom of the Newsletter). We also invite you to follow our latest news through social media (See links at the bottom of the page).