Shipping policy
SHIPPING POLICY — LUVZ
Last updated: 06.07.2026
1. SHIPPING DESTINATIONS
We ship worldwide from Switzerland. This includes Switzerland, the European Union, the United Kingdom, the United States, Canada, Australia, and most other countries.
Available destinations are shown at checkout. If your country does not appear, we are not currently able to ship there. The list may change from time to time.
2. ORDER PROCESSING TIMES
Standard processing (in-stock items): orders are typically processed within 2–10 business days after payment is received and your order is confirmed.
During high-volume periods (drops, sales, holidays), processing may take slightly longer.
Pre-order processing is governed by Section 14 below.
Business days are Monday to Friday, excluding Swiss public holidays.
3. SHIPPING METHODS & RATES
We ship with reliable carriers through the Swiss Post / Liechtensteinische Post international network.
Shipping costs are calculated automatically at checkout based on your delivery address and the chosen method.
Free shipping applies to orders over EUR 50 (or the equivalent in your checkout currency), as indicated on the Store and at checkout.
Customs duties, import VAT and handling fees for deliveries outside Switzerland are not included in our prices or shipping rates (see Section 5).
4. ESTIMATED DELIVERY TIMES
Typical transit times after dispatch:
- Switzerland: 1–2 business days
- European Union: 4–10 business days
- United Kingdom, United States, rest of world: 10–15 business days or more
Please note: it can take 2–3 days after dispatch for the first tracking scan to appear, and international parcels may pause briefly while clearing customs. This is normal and not a cause for concern.
All delivery times are estimates only and not guaranteed. Actual times may vary due to carrier delays, customs clearance, weather or force majeure events, and peak seasons. We are not liable for delays caused by carriers or events outside our control, but we will do our best to support you if an issue arises.
5. INTERNATIONAL SHIPMENTS, CUSTOMS DUTIES & TAXES
If your order ships to a country outside Switzerland:
Your order may be subject to import duties, taxes, customs fees and handling charges imposed by local authorities or the carrier.
These charges are not included in our product prices or shipping rates. They are typically collected by the carrier or customs office and are your responsibility as the recipient.
We cannot control or predict these charges and are not responsible for additional costs, delays or returns resulting from customs procedures in your country.
If you refuse a shipment due to customs charges or fail to cooperate with customs authorities, any costs incurred (including return shipping and fees) may be deducted from any refund available under our Refund Policy.
6. ORDER CONFIRMATION & TRACKING
After placing an order you will receive:
An order confirmation email, confirming we have received your order.
A shipping confirmation email once your order has been dispatched. All international orders include a tracking number.
You can track international parcels at globaltracktrace.ptc.post. We recommend this official tracker — many third-party tracking sites do not carry our carrier's data and may show no movement even when the parcel is travelling normally.
Domestic (Switzerland) shipments do not include tracking.
If you do not receive a confirmation email within a reasonable time after ordering, please check your spam/junk folder and then contact us at hello@luvz.ch.
7. DELIVERY, RISK OF LOSS & MISSING PARCELS
7.1 Delivery & risk of loss
Your order will be delivered to the shipping address you provide at checkout. Risk of loss or damage passes to you when the products are delivered to you or to a person you designate. If you instruct the carrier to leave the package at a safe place (doorstep, neighbor, parcel box), this may be treated as delivery, and risk passes at that time. If you arrange your own carrier, risk passes when we hand the products to that carrier.
7.2 Delayed or missing parcels
If your order is significantly delayed or appears lost:
First check the tracking at globaltracktrace.ptc.post, keeping in mind the 2–3 day first-scan window and possible customs pauses.
If there has been no movement for an extended period, contact us at hello@luvz.ch with your order number. We will open an investigation with the carrier and keep you informed. Carrier investigations take time and follow the carrier's procedures, but we will not leave you without an answer.
8. WRONG ADDRESS & UNDELIVERABLE PACKAGES
Please ensure your shipping address is complete and correct before confirming your order, including street and house number.
If you notice an error immediately after ordering, contact us as soon as possible at hello@luvz.ch. We will try to update the address before dispatch, but cannot guarantee it.
If a package is returned to us due to an incorrect or incomplete address, refusal, or failure to collect it:
We can re-ship the order to a corrected address, subject to payment of the additional shipping cost; or
If a refund is available under our Refund Policy, shipping costs and any return or handling fees may be deducted from it.
We are not responsible for orders delivered to an incorrect address provided by you.
9. DAMAGED OR OPENED PACKAGES
Please inspect the package for visible damage before accepting it. If the parcel appears significantly damaged or opened, you may ask the carrier to record the damage and/or refuse delivery in accordance with the carrier's procedures.
If you discover damage after opening the parcel:
Take clear photos of the outer packaging, the shipping label, and the damaged product(s).
Contact us at hello@luvz.ch within 7 days of delivery, including your order number, a description of the damage, and the photos.
We will review your claim and may request additional information. Resolution (replacement, refund or other remedy) follows our Refund Policy and applicable law.
10. PARTIAL SHIPMENTS
We may ship your order in multiple parcels (for example, if part of your order is delayed). You will be informed by email or via tracking, and you will not be charged additional shipping for partial shipments unless clearly stated at checkout.
11. SHIPPING RESTRICTIONS
We may, at our discretion, restrict or refuse shipping to certain addresses or countries, including PO Boxes, remote areas with limited delivery services, or countries subject to trade restrictions. If we cannot ship to your address after you have placed an order, we will contact you and either adjust the shipping method with your consent or cancel and refund your order.
12. RETURNS & EXCHANGES
Returns and exchanges are governed by our Refund Policy. Unless the item is defective, damaged or incorrect, return shipping costs are your responsibility.
13. CHANGES TO THIS SHIPPING POLICY
We may update this Shipping Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of our Store after changes are posted constitutes acceptance of the revised policy.
14. PRE-ORDER SHIPPING
Pre-order items are not in stock and are produced after the pre-order period ends.
Estimated production time is 3–4 weeks. Once production is completed, orders ship immediately. Shipping times start after production is finished, not on the date of purchase. All pre-order timelines are estimates only.
Cancellation: pre-orders may be cancelled within 24 hours of purchase by contacting hello@luvz.ch. After this period, production begins and we may be unable to accommodate cancellation. If you are a consumer in the European Union, your statutory 14-day right of withdrawal remains unaffected (see our Refund Policy).
You will receive an email update when your order ships.
15. CONTACT
Daniil Olesov LUVZ
Via Municipio 6
6600 Muralto
Switzerland
Email: hello@luvz.ch
Phone: +41 79 405 94 15
