FAQs
Orders & Shipping
What does Luanavy sell?
Gadgets, clothing, kitchen and home products, beauty and wellness items, pet supplies, toys, and seasonal picks like Christmas gifts.
How long does it take to process my order?
Orders are usually processed within 1–3 business days after payment is confirmed. During busy periods like Christmas, processing can take a little longer.
How long does shipping take?
Most orders arrive within 8–15 business days to New Zealand and 7–15 business days internationally. Recent averages are around 11 business days to New Zealand and Australia, 9 to the US and UK, and 9–10 to most of the EU. Some EU countries, such as Italy, can take up to 20 business days. Delivery times are estimates, not guarantees, and can be affected by peak season, weekends, public holidays, customs, or courier delays.
How much is shipping?
Shipping is free on all New Zealand orders. International shipping is a flat $9.99 NZD.
How can I track my order?
Once your order ships, you'll get an email with tracking information where available.
Do you ship internationally?
Yes, we ship to New Zealand, the US, Australia, the UK, and the EU. International customers are responsible for any customs duties, taxes, or import charges that may apply.
Can I change or cancel my order?
You can request a cancellation or removal of items for 24 hours after your order is placed. Email us as soon as possible at luanavyshopifystore@gmail.com.
Problems & Refunds
What if my item arrives damaged, faulty, or incorrect?
We'll make it right. Email us at luanavyshopifystore@gmail.com within 14 days of delivery with your order number and clear photos or a short video showing the problem and the packaging. If your claim is approved, we'll send a replacement or give you a refund. In most cases you won't need to send the item back.
What if my order is lost or never arrives?
If your order hasn't arrived well after the estimated delivery window, contact us and we'll investigate with the carrier and arrange a replacement or refund if it can't be found.
Do you accept change-of-mind returns?
Because our products ship directly from overseas suppliers, we don't accept returns for change of mind, so please check sizes and product details before you order. Your rights under New Zealand consumer law are not affected.
How do refunds work?
Once a refund is approved, it goes back to your original payment method. Your bank or payment provider may need extra time to process it.
Products
Are your toddler plush toys and gifts safe for children?
Please check each product page for age recommendations and materials. Supervise young children with toys that have small parts or lights.
How do I find the right clothing size?
Check the size details on each clothing product page. If you're between sizes, we recommend sizing up.
Do kitchen and gadget products come with instructions or a warranty?
Most include a usage guide. Any warranty details are listed on the product page where applicable.
Will Christmas items arrive in time for the holidays?
Order early. Christmas is a busy shipping season, so we recommend ordering by 1 December for delivery before 25 December. If you're ordering to Italy or other slower EU countries, please order by mid-November.
Payments & Support
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, and Afterpay (buy now, pay later in 4 interest-free payments). All available options are shown at checkout, and every payment is processed securely.
Do you offer discount codes?
We run seasonal promotions from time to time. Watch our store banner and emails for current offers.
How do I contact you?
Email us at luanavyshopifystore@gmail.com or use the contact page on our website. We'll get back to you as soon as we can.