Shipping policy

Order Processing:

At Lugó Lugó™, our business hours are Monday through Friday from 8:00 A.M. to 4:00 P.M. All orders received on business days are processed and shipped within 1-2 business days. Orders placed over the weekend will be shipped on Monday, unless it is a holiday and we are closed. Once your package leaves our shipping facilities, you will receive a notification email along with a tracking number. Please allow additional time for processing during holidays and collection launches.

Payment Terms:

We accept all major credit cards, Lugó Lugó™ gift cards, and third-party payment services like PayPal, ShopPay, ApplePay, etc. As soon as you place an order online, your credit card will be charged.

Failed Delivery / Rejected Shipments / Incorrect Shipping Address:

Invalid or incorrect address information is the most common cause of shipping delays. Please verify the address information on your order and ensure you have correctly entered all the necessary information (address, apartment number, etc.) to successfully deliver your package. Orders will be delivered to the address provided by the customer via the shipping company. If you need to correct an address after placing the order, please contact Customer Service at Hola@lugolugo.com as soon as possible to make the necessary changes. Lugó Lugó™ is NOT responsible for lost/stolen packages or shipping delays by the carrier. We will gladly try to assist you as best as we can, but once a tracking number is received, all claims must be filed with the carrier.

**If a shipment is returned to us due to an invalid address, the customer will be responsible for additional shipping charges.

**If a package is refused, the customer is responsible for any additional carrier charges. These charges will be deducted from your refund.

Shipping Delays:

We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please note that holidays do not count as business days and should be considered when calculating shipping times. We rely on our carriers to deliver your package on time. If your package is delayed, we will not refund shipping charges. If you need additional information, please contact Customer Service at Hola@lugolugo.com.

International Orders:

The cost of international shipping varies based on the package weight and recipient location and will be provided before finalizing the order. In most cases, shipping will be free, but some exceptions may apply. Lugó Lugó™ is not responsible for paying destination taxes or duties.

International Shipping Notice:

Customers placing orders outside of Colombia are responsible for applicable sales tax, duties, and customs charges determined by their local government and vary by country. By completing your order, you agree to pay all applicable charges.