1. SHIPPING DESTINATIONS
We currently ship from Switzerland to:
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Switzerland
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European Union countries (e.g. Germany, Italy, France, Austria, etc.)
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United Kingdom and other countries – where available and shown at checkout
The list of available destinations may change from time to time. If your country does not appear at checkout, we are not currently able to ship there.
2. ORDER PROCESSING TIMES
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Standard processing time (in-stock items only):
Orders for in-stock items are typically processed within 7–10 business days after payment is received and your order is confirmed.
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Busy periods:
During high-volume periods (e.g. holidays, sales), processing may take slightly longer.
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Pre-orders:
Processing times for pre-order items are governed by Section 14 below.
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Business days are Monday to Friday, excluding Swiss public holidays.
3. SHIPPING METHODS & RATES
We use reliable shipping partners (such as Swiss Post and other carriers) to deliver your order.
Unless explicitly stated otherwise:
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Shipping costs are calculated automatically at checkout based on your delivery address and chosen shipping method.
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Any applicable customs duties, import VAT or handling fees for deliveries outside Switzerland are not included in our product prices or standard shipping rates (see Section 5 below).
If free shipping is offered (for example, above a certain order value), this will be clearly indicated on the Store and/or at checkout.
4. ESTIMATED DELIVERY TIMES
Estimated delivery times will be shown at checkout depending on your shipping destination and method. Typical transit times are approximately:
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Switzerland:
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European Union:
These timeframes are estimates only and not guaranteed. Actual delivery times may vary due to:
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 is shipped to a country outside Switzerland (for example, within the EU):
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Your order may be subject to import duties, taxes, customs fees and handling charges imposed by local authorities or the carrier.
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These charges are not included in our product prices or standard shipping rates, unless explicitly stated otherwise.
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Such fees 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 any 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 potential refund, where applicable under our Refund Policy.
6. ORDER CONFIRMATION & TRACKING
After placing an order, you will receive:
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Order confirmation email – confirming that we have received your order.
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Shipping confirmation email – once your order has been dispatched. This email may include a tracking link or tracking number, where available.
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Domestic tracking is not available.
Tracking information availability depends on the shipping method chosen. Some economy options may offer limited 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
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Your order will be delivered to the shipping address you provide at checkout.
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Risk of loss or damage to the products passes to you when the products are delivered to you or a person you designate to receive them.
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If you instruct the carrier to leave the package at a safe place (e.g. doorstep, neighbor, parcel box), this may be treated as delivery, and risk passes at that time.
If you choose your own carrier (not offered by us) by arrangement, risk passes when we hand over the products to that carrier.
7.2 Delayed or missing parcels
If your order is significantly delayed or appears lost:
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Please first check the tracking information, if available.
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Contact the carrier (if required by their process).
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If the issue remains unresolved, contact us at hello@luvz.ch with your order number and tracking details.
We will liaise with the carrier and do our best to help. However, investigations may take time and are subject to the carrier’s policies.
8. WRONG ADDRESS & UNDELIVERABLE PACKAGES
Please ensure that your shipping address is complete and correct before you confirm your order.
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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 your order is shipped, but we cannot guarantee this.
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If a package is returned to us due to an incorrect or incomplete address, refusal, or failure to pick up the parcel:
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We can re-ship the order to a corrected address, subject to payment of additional shipping costs; or
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If a refund is available under our Refund Policy, shipping costs and any return/handling fees may be deducted from the refund.
We are not responsible for orders delivered to incorrect addresses provided by you.
9. DAMAGED OR OPENED PACKAGES
When you receive your order:
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Please inspect the package for visible damage before accepting it.
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If the parcel appears significantly damaged or opened, you may:
If you discover damage after opening the parcel:
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Take clear photos of the outer packaging, shipping label and the damaged product(s).
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Contact us at hello@luvz.ch within 48–72 hours of delivery, including:
We will review your claim and may request additional information. Resolution (replacement, partial refund, etc.) will follow our Refund Policy and applicable law.
10. PARTIAL SHIPMENTS
In some cases, we may ship your order in multiple parcels (for example, if part of your order is delayed or stocked in a different location). If so:
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You will be informed by email or via the tracking information.
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You will not be charged additional shipping fees for such 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 but not limited to:
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PO Boxes or parcel lockers
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Remote areas or locations with limited delivery services
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Countries subject to trade restrictions, embargoes or other legal limitations
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. Shipping costs for returning products are generally your responsibility, unless otherwise required by law or explicitly stated by us.
For full details, please refer to our Refund Policy
13. CHANGES TO THIS SHIPPING POLICY
We may update or modify this Shipping Policy from time to time. Any changes will be posted on this page with an updated “Last updated” date.
Your continued use of our Store and Services after changes are posted constitutes your acceptance of the revised Shipping Policy.
14. Pre-Order Shipping Policy
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 will be shipped immediately.
Shipping times start after production is finished, not on the date of purchase.
All timelines provided for pre-order items are estimates only and not guaranteed.
Cancellation (Pre-Orders): Pre-orders may be cancelled within 24 hours of purchase. After this period, orders cannot be cancelled as production will begin.
Customers will receive email updates when orders are shipped.
15. CONTACT
If you have any questions about shipping, delivery, or this Shipping Policy, please contact us at:
Daniil Olesov LUVZ – Daniil Olesov
Via Municipio 6
Switzerland
Email: hello@luvz.ch
Phone: +41 79 405 94 15
