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It is important to Luala as a brand and a company because we want to promote small entrepreneurship, support cottage industries and jobs in Vietnam but also because we have control over how our garments are made and the conditions within our factory.
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Should you have any changes to your order, please email custom@lualasilk.com or contact us as soon as possible. Please remember we aim to process orders as quickly as possible and can only accommodate changes prior to shipping.
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Once we have shipped your item, you will receive a confirmation email from us along with a notification from our parcel delivery partners.
The notification from our delivery partners will have tracking numbers and clear instructions on how to track your items.
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No additional fees or taxes are applied for orders within Asia and USA. For other countries, customs and/or import duties are often applied once the delivery reaches its destination, and any of such fees must be paid by the addressee. Unfortunately, we have no control over these charges and cannot foresee what the relating costs might be as customs policies and import duties vary widely from country to country. If in doubt, we recommend contacting your local customs office for more information before placing an order. You can email to info@lualasilk.com or contact us and we will do our best to help!
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If your order was successfully processed, you would have received an email – please check your junk box as well, sometimes it goes there! If you can’t find the email, please contact us by email to support@lualasilk.com and we will find a solution.
If you double the order by mistake, we will also cancel and refund will be sent to your original payment in 1-2 business days.
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Most of our items are made-to-order and might take anywhere between 6 and 15 business days to complete: home textiles 3-5 business days, clothing 7-14 business days. Once the order is ready, it will immediately be shipped to your destination. For more information, visit our Shipping Policies
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We do offer custom sizes for all our products including bedding and clothing. To request a custom size, please email us custom@lualasilk.com and we’ll calculate the price, production and delivery times for you
We are more than happy to help, feel free to contact us,
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We are always happy to collaborate with bloggers, stylists and other creatives who share our love for premium bedding and eco friendly lifestyle. Please send us your ideas@ pr@lualasilk.com and and our marketing department will get in touch with you.
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We do offer wholesale of all our products to like-minded stores, boutiques, hotels, and restaurants all over the world. Send us an email at wholesale@lualasilk.com and we’ll send you our wholesale terms and conditions.
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If you’re not quite sure which size is right for you, refer to our size guides which are located underneath the available sizes for each of our products.
For any additional questions, CONTACT US. We will collect your request and your dimensions, so we can suggest the best size for you!
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Our customers pay NO SALES TAX on all orders shipped out of the state of California. If your order is picked up or shipped to a location in California we do have to charge 9% sales tax.
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At Luala Silk, protecting your information is a priority.
We use Secure Sockets Layer (SSL) to encrypt your credit card number, name and address, so only The Bella Cottage.com is able to decode your information.
To be sure your connection is secure, look at the bottom status bar or URL bar of your browser window. If you see an unbroken key or a closed lock (depending on your browser) the SSL is active and your information is secure. Most browsers offer additional security alerts, as well.
With regard to overall security, we always use industry standard encryption technologies when transferring and receiving data exchanged with our site. The facilities that house our servers are physically secured to protect against the loss, misuse or alteration of all data and information collected.
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Yes you can. We use Paypal to process those payments, so it's 100% secure.
Simply call our Customer Service on +1 (510)426-5350 from Monday to Friday 8:00 - 17:00 GMT.
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To understand more about our services and return policy, please read more here
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Yes, we are happy to help, please contact us for any customize request
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Stock permitting, all orders are usually dispatched the next working day after receiving the payment. In the event that an item is temporarily out of stock, we will notify you of the delay and dispatch it as soon as it arrives.
We do try our best to meet the delivery timescales that we quote, but occasionally a parcel can be late due to reasons that are out of our control.
Our products are mostly handmade and custom orders, so it will take around 10 days for production time and international shipping will take up to 6 days for delivery.