Customer Support

Offer
1. How do I get coupons?
Sign up for a customer account on lugo's shop.com. Sign up for our weekly deals newsletter at the bottom of the website. Some special activities will also have coupon gifts. Coupons are a great way to save money.

2. How do I use my coupons?
Make sure the coupon has not yet expired (most will show an expiration date in your account). During checkout, go to your cart. Enter the full promotional code and click "APPLY". You can only use one coupon code per order.

Point
1. How can i get more points?
You can get Z Points in a number of ways: by confirming your email address, writing reviews, uploading photos, buying products, participating in some of our special promotions and Other methods.

2. How do I use my points?
You can use the Z point at checkout page: First, log in to your account and add all the items you want to your cart. Then click CONTINUE CHECKING. When you access your Booking button, our system will tell you how many points you can use for this order. Please note you require a minimum of 50 Z points.

Gift card
1. How can I get a gift card?
We offer Gift Cards through various types of promotional activities.

2. How do I use my Gift Card?
Select Gift Card as your payment method on the payment page; Please make sure the gift card you have chosen has not expired.

3. Can I redeem my Gift Card?
Lugo's gift cards cannot be redeemed.

4. How to check Gift Card balance?
You can check the balance of Gift Cards in your account by clicking on the Gift Cards section online.

5. How do i know which size to choose?
You can check the handy Size Guide on the product page and view our Size Chart for easy reference.

6. Can I cancel / change an order I just placed?
Changes can only be made to your order within 1 hour after placing an order and if the order has not been processed yet. We process orders very quickly, so changes and cancellations cannot always be made. You must immediately contact our Customer Care team (within one hour) with details of your change / cancellation request. You should use our Live Chat service on the Contact Us page. This will minimize processing delays with your order due to changes made.
Order status of Lugo's shop


All your orders are listed in your account here.


Once we receive your payment, your order will go through a few steps before being shipped out of points.


Please refer to the different order statuses and their meanings below:


Wait for pay:


This order has not been paid yet. Please pay your order now. Once we receive your payment, we will process your order.


Pending:


You have tried to pay us via PayPal e-check. At this time, we have not received your payment, please check your Paypal account or bank account balance and confirm whether your payment is sufficient. If the payment has been successfully completed, please send us the transaction ID or proof of payment to speed up the process.


Paid:


You have just paid for your order, our server will upload your order shortly and we will begin processing your order. Thank you for your patience.


Process :


We will usually process orders 3-7 business days after payment. Your order of processing will go through the following stages.


1- Receive and allocate items to your order

2- Check the quality of your item

3- Packaging and printing shipping labels.

Once these 3 stages have been completed, we will ship your order.

* For more information about our shipping time for your specific item, please refer to the product page and see "Official Dispatch: Delivery within 5-20 business days.


Documentary:


Your order has left our warehouse and has been shipped express to the shipment. We are no longer able to edit your order.


Shipped out:


Your complete order has been shipped and is currently on its way to you. Please track deliveries in your account and track items online.


Additional order status of Lugo's Shop


Partial order sent:


Part of your order has left our warehouse and has been shipped express. Other items are still being prepared for the shipment. At this time, you can still contact us to edit the address / item for items that have not been sent. We will ship them as soon as possible.


Part of the order was shipped:


Part of your order has been shipped and is on its way to you. Other items are still being prepared for the shipment.


For items shipped, please check the shipping information in your account and track the parcel online. We will ship the rest of the item out as soon as possible.


Cancelled:


Your outstanding order has been canceled. Please replace an order at any time.


Refund:


Your order has been refunded to us. For Paypal payments, please allow 3- 7 business days for the transaction to be completed on your account. Credit card payments will take 7 to 25 business days, depending on your credit card seller.

Pay
1. What types of payment are accepted?
We accept the following secure payment methods:

(1) PayPal

(2) Payoneer

(3) Mastercard

(4) Visa Card

2. What kind of money can I pay?
We accept several currencies. Please note that different payment methods support different currencies when paying.

3. Is my privacy and personal information safe on your site?
We provide one of the best e-commerce services in the industry and ensure secure payment processing at all times. Please click here for full details on how we protect your privacy and personal information.

4. Do I have to pay any sales tax?
Taxes are calculated by the customs authorities in the target country based on their rules and policies. Customers are responsible for understanding the situation in their country. Shipments from all our warehouses are unpaid delivery tasks. Therefore, if any, these fees must be paid by the customer. Customers are solely responsible for all return shipping costs, customs fees and handling charges if they refuse to accept a parcel due to import duties or taxes. Please note that under customs regulations we cannot declare items purchased as gifts or list amounts below the actual product price.

5. Why am I being asked to "Verify" my payment?
Because your order has been held to standard anti-fraud check

We want to avoid fraudulent and unauthorized payments

For more details on our anti-fraud please check here:
  Payment verification procedure
1. Why am I being asked to "Verify" my payment?

Because your order has been held to our standard anti-fraud check


"BUT I GIVEN GIVE YOU MY PAYMENT DETAILS - WHY DO YOU NEED MORE?" Sometimes, unfortunately, thieves have access to everyone's credit card details or Paypal accounts.


Thieves often try to use stolen details to pay for products purchased online. When you pay us, your credit card or bank card payment is processed BY A THIRD PARTY (EXAMPLE: PAYPAL, GC OR OTHER PAYMENT COMPANIES) NOT BY DIRECTOR LUGO'S. SO WE HAVE NOT SEEN ANY FINANCIAL DETAILS OR YOUR CREDIT CARDS.


This is why we have to confirm whether the payment is authorized by the payment account holder. In order to protect everyone against a small number of scammers, we must complete these ID verification with customers at random.


2. What can I do next to process your order?

You need to reply us and send it to us:
PROOF THAT YOU ARE THE PAYER OF THE ORDER.
Or, if the order is paid by someone else, CERTIFICATE THAT THE CARD HOLDER HAS IMPROVED / AUTHORIZED THE PAYMENT.


3. What documents do I need to provide?

Please provide a copy of a recent utility bill. Documents must display:
- Full name,

- Appointment,

- Address.

These details must match the order details.

THIS IS ONLY A TESTED. WHEN WE CONFIRM ORDERS, WE WILL PROCESS IT NOW.

4. What kind of document will you reject?

We will refuse blurred images, or images that are small images that we cannot read them clearly.


5. How can I protect my privacy?

Hide any sensitive data such as date of birth, ID, driver and passport number. The name must still be clearly displayed.


6. Once you have my documents, what will you do?

We will review it and delete them from our system. We will not share nor sell any of your details to third parties.


7. How can I make sure you are not a fraud?

We are a registered company that has been around for several years. We are here to work with you for a long time. We are certified Norton Norton security and Paypal password verified online as you can see on our homepage.


8. When do I need to answer and provide you with the documents?

We will contact you via your account and will also notify you via email.

We expect your answers to the documents within 24 hours after we send the message. We are grateful for your cooperation and understanding. Thank you!

Please contact us if you have any questions.

Return & Exchange
How do I return or exchange an item?
Please understand that we do not accept returns or exchanges without prior authorization for refund. Therefore, if you need to return your order for some reason, please contact our Customer Service staff first to confirm. When you are allowed to return the product (s), please follow all instructions provided.

We recommend that all returns be sent via a trackable carrier. Keep the tracking tracking number associated with the package you are returning to ensure that the package is returned to our warehouse. We are not responsible for packages sent with return labels not supplied by us or without the original packing slip. In addition, we do not accept delivery of COD.

Please note the following product return requests:
Goods must be returned within 7 days of receipt;

Goods must be unopened and unwashed;

Goods must have all intact tags, original packaging, accessories and embellishments;

Gift cards, jewelry, underwear, and body goods may not be returned.

Refund
Refunds will be processed within 7 to 10 business days after we receive the returned product. The exact time may vary and depends on the individual payment provider. Once the refund has been processed, we recommend contacting your payment provider for updates. All original shipping costs are not refundable.

RETURN WARRANTY
Commitment Lifetime Product Warranty About Scents.
Refund If Goods Have Poor Quality & Temple 200% If Customer Proved To Be Fake

Product Is Returned For 2 Days For No Reason

Product Returned is a perfume product with spray cap (No return for mini products - no spray cover)

WARRANTY CONDITIONS

Products must also have our manufacturer's stamp, box & warranty stamp
You must also keep the purchase receipt of Ryu.FS fully

WARRANTY PROCESS

We will receive your information,
We will check the warranty terms and process refund for you from 1-3 working days. In the case of faster processing will notify you sooner

CASE NOT SUPPORTED WARRANTY

 The product is not sold by us
No full bill, no Ryu.FS warranty stamp
The product has been tampered with parts of bottle caps, spouts, warranty stamps of Ryu.FS