• Processing Time

1. We will process and ship your order within 48 hours of receiving it.
2. Please note that processing times may be affected by weekends and public holidays.
3. Once your order is processed, you will receive a confirmation email indicating that your order has been shipped.

• Shipping Timeframe

1. Orders within the United States: Generally delivered within 6-12 working days after shipment.
2. European orders: Typically delivered within 5-8 working days after shipment.
3. Please be aware that the mentioned timeframes are for reference only, and actual delivery times may be influenced by factors such as transportation, customs clearance, and other variables. During peak seasons, there may be some delays.

• Logistics Partners

1. We choose reliable logistics partners to ensure the safe and timely delivery of your orders. Once your order is shipped, you will receive parcel tracking information to monitor the status of your shipment.

• Partial Shipments

1. If your order contains multiple items, it may be shipped in multiple parcels. This could result in these parcels arriving at different times.

• Shipping Costs

1. We offer free shipping.

• Return Conditions:

1. Merchandise can be returned within 30 days of purchase.
2. Items must be in their original packaging, unused, and include all tags and accessories.
3. Personalized items or visibly used products are not eligible for return.

• Return Process:

1. Contact our customer service team within 48 hours of receiving the product, stating the reason for return.
2. We will provide detailed return instructions and the return address.
3. Ensure your order number and contact information are included in the return package.

• Return Costs:

1. If the return is due to product quality issues or our error, we will cover the return shipping costs.
2. If the return is for personal reasons, the customer is responsible for return shipping costs.

• Refund Processing:

1. Once we receive and inspect the returned merchandise, refunds will be processed within 5 business days of receiving the items.
2. Refunds will be credited to your original payment method.

• Exchange Policy:

1. If you need to exchange a product, please indicate this in your return request and provide information about the desired replacement item.
2. Exchanged items will be shipped once we receive and complete the inspection of the original product.

• Special Circumstances:

1. For special cases (e.g., custom items, wholesale orders), solutions will be negotiated based on the specific situation.
2. Please note that to ensure timely processing of your return request, contact our customer service team as soon as possible after receiving the product.

If you have any questions or need further assistance regarding this policy, please feel free to contact our customer service.

For assistance, please contact us via email at leif@luoentoys.com

Thank you for your understanding and cooperation!