FAQ

Got questions? We have answers. Shopping online should feel easy and enjoyable, so we have put together everything you might want to know right here. Do not see what you are looking for? Just drop us a line. We are always happy to help.

About Luista

Who is Luista?

Luista is a UK based online boutique offering a carefully edited collection of dresses, blouses and everyday pieces. We work with selected partners and designers to bring you items that blend style with everyday comfort.

Where is Luista based?

Luista is a UK based online brand operated by Lunbury LTD, a company registered in England and Wales under company number 16936968.

Shipping and Delivery

Where do you ship?

We currently ship within the United Kingdom only, covering England, Scotland, Wales and Northern Ireland. Whether you are in a big city or a quiet village, we have your delivery covered. For more information, visit our Shipping Policy.

Do you offer free shipping?

Yes, all orders ship free, with no minimums and no hidden fees. Just place your order and we will take care of the rest. For more information, visit our Shipping Policy.

How long does shipping take?

Orders are processed within 1 to 2 business days (Monday to Friday). After dispatch, delivery typically takes 3 to 10 working days, bringing the total estimated delivery time to 4 to 12 business days, depending on your location. For more information, visit our Shipping Policy.

How can I track my order?

Once your order has been dispatched you will receive a tracking number by email. You can track your parcel at any time on our Track Your Order page. Tracking can take 24 to 48 hours to show its first movement, which is normal.

How can I cancel my order?

You may cancel your order free of charge at any point before it has been dispatched. To cancel, please email info@luista.com straight away with your order number.

Returns and Refunds

What is your return policy?

We offer a 30 day return window from the date you receive your order. Items must be unworn, in their original condition, and with all tags attached. You also have a statutory right to cancel within 14 days of receiving your order, and a further 14 days to send the goods back. For complete details, please see our Return and Refund Policy.

How do I return an item?

Simply email our customer support team at info@luista.com and we will walk you through the process step by step.

Just keep in mind that return postage is on you if you have changed your mind or want a different size. If we made a mistake or your item arrived damaged, we have it covered and will send you a prepaid label.

Full details can be found in our Return and Refund Policy.

How long does it take to process a refund?

Once we receive and inspect your return, your refund is processed within 5 working days. Your bank then takes a further 3 to 10 working days to credit the amount back to your original payment method.

Can I cancel my order?

Changed your mind? You can cancel free of charge any time before your order is dispatched. Because our fulfilment system is automated, orders move to packing quickly, so email info@luista.com right away and we will do our best. If it has already gone out, you can refuse the delivery or return it once it arrives.

What should I do if I received a damaged or incorrect item?

Please inspect your order carefully on delivery. If your item arrives faulty, damaged or incorrect, email info@luista.com within 30 days of delivery, including a photo of the item and your order number. We will cover the return postage and give you the choice of a full refund or a replacement.

Is there a restocking fee?

No. Never.

Payment and Security

What payment methods do you accept?

We offer secure checkout with all major credit and debit cards including Visa, Mastercard, American Express, UnionPay and JCB, plus Apple Pay, Google Pay and Shop Pay. For more information, visit our Payment Policy.

What currency are prices in?

All prices are shown in pounds sterling and are the final price you pay, with nothing added at checkout and nothing to pay on delivery.

What will show on my bank statement?

Charges from us appear as LUISTA. If you see a charge you do not recognise, email us before contacting your bank. We can almost always identify the order and resolve it the same day.

Is my payment information safe?

Absolutely. All transactions are SSL encrypted and your payment details are never shared with third parties. We never see or store your full card number. Your bank may also ask you to confirm the payment in your banking app, which is a UK legal requirement that protects you.

Shop confidently. More details are available in our Payment Policy.

Contact and Support

How can I reach customer support?

We would love to hear from you, whether it is a question, a concern or just a compliment.

Email: info@luista.com
Phone: +44 7520 680637

When can I expect a reply?

Our customer support team is available Monday to Friday, 9:00 am to 6:00 pm UK time, closed Saturday and Sunday. We do our best to respond to all enquiries within 24 hours.

Still curious? We are just an email away, and you can always use our Contact Us page. We would love to make your Luista experience something worth coming back for.

Customer Service Information

Store name: Luista
Company name: Lunbury LTD
Company number: 16936968
Warehouse address: Thurlestone Avenue, Ilford, Essex, IG3, United Kingdom
Contact address: 128 City Road, London, Greater London, EC1V 2NX, United Kingdom
Email: info@luista.com
Phone: +44 7520 680637