FAQ
Orders and payment
Which payment methods can I use?
Six methods are enabled: American Express, Apple Pay, Google Pay, Mastercard, Shop Pay and Visa. The icons in the footer, in the cart and at checkout are generated live from the store's payment settings, so what you see there is always the current list. Wallets such as Apple Pay and Google Pay appear depending on your device and browser.
When am I charged?
Your payment method is charged when you place the order. Card and wallet details are entered only in the encrypted checkout and are never stored on our systems.
Can I change or cancel my order after placing it?
Contact us as soon as possible at info@luinja.com. Orders placed by 2:00 PM EST/EDT (Eastern Time) on a business day usually enter processing the same day. Once an order has been handed to the carrier, a change is no longer reliably possible, and the 30-day return policy takes over after delivery.
Do I need an account to order?
No. You can order as a guest. An account only makes repeat orders faster.
Shipping and delivery
How much does shipping cost?
Nothing. Standard shipping within the United States is free on every order, with no minimum order value, and every parcel ships with tracking.
How long does delivery take?
Processing takes 1 to 2 business days and transit takes 5 to 8 business days, so the usual total is 6 to 10 business days from order to door. Business days are Monday to Friday, excluding US public holidays.
Is there a cut-off time for same-day processing?
Yes. Orders placed by 2:00 PM EST/EDT (Eastern Time) on a business day enter processing that same day. Later orders, and orders on weekends or US public holidays, enter processing on the next business day.
Do you ship outside the United States?
No. We deliver within the United States only, so no customs duties or import charges arise on your order.
How do I track my parcel?
Every order ships with tracking. Your shipping confirmation email contains the tracking number and a link to the carrier's page. You can also use our Track Your Order page with your order number and email address, or with the tracking number directly.
Returns, exchanges and refunds
How long do I have to return an item?
30 days, counted from the day your parcel is delivered to you. Register the return first by email at info@luinja.com with your order number.
How do exchanges work?
An exchange into another size or colour is free in both directions. Email us with your order number and what you want instead; we reserve the replacement and ship it as soon as the exchange is registered, before your return reaches us. If the size or colour is no longer available, we tell you and refund instead.
Who pays for a return?
Exchanges are always free in both directions, and defective goods or wrong deliveries are free to return. Only a return with a refund (change of mind) is paid by you: you choose the carrier and send the parcel to the address we confirm after registration. We never charge a restocking fee.
How fast is my refund?
Within 5 business days of us receiving and checking your return, back to your original payment method. Your bank or wallet can add a few days before it appears on your statement.
In what condition should I return items?
Unworn, unwashed, with the original tags attached and ideally in the original packaging. Trying things on at home is of course fine and does not affect the return.
Sizes and fit
How do I pick the right size?
Every product page lists the available sizes in the size selector, and sizing follows one US convention across the whole shop. If you are between sizes or unsure, write to info@luinja.com with the product name and your usual fit, and we will advise you before you order.
What if the size does not fit?
Exchange it. The exchange is free in both directions and the replacement ships as soon as you register it, so you are not left waiting.
Product questions
Are the product photos the actual items?
Yes. The photos on every product page show the item as offered, in the colours available as options. Descriptions stick to what is visible in the images.
What does "leather-look" or "wool-look" mean?
It means the surface imitates the look of that material rather than being made from it. We name it that way so the product page never promises more than the picture shows.
Are the colours on screen accurate?
We photograph each colourway so the listing matches the photos. As with any screen, small differences depending on display settings can occur.
Contact
How do I reach you?
Email is the fastest way: info@luinja.com, or use the contact form. We answer Monday to Friday, 9:00 AM to 3:00 PM EST/EDT (Eastern Time).
Luinja
Business address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
E-Mail: info@luinja.com
Support by email: Monday to Friday, 9:00 AM to 3:00 PM EST/EDT (Eastern Time)