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FAQS

How do I create an account?
To create an account on Luz’s website, click on the ‘My account’ tab on the right hand corner of our website and simply complete the form.
You will receive a confirmation email shortly after you register: Please note it is necessary to register to order from our website.

How do I login to my account?
To log in, simply click ‘My account’ and enter your email address and password.

How can I retrieve my password?
Simply click on the ‘My account’ tab and, under the ‘Already registered' heading’ click ‘Forgot your password? Click here!’. Then check your inbox for an email from Luz. Please make sure you check your spam folder if you don't receive an email immediately.

How do I edit my personal information?
Simply click the ‘Login’ tab. Once you’ve logged in, you will have direct access to all your personal information, which you can edit as often as necessary.

How do I sign up to receive the Luz newsletter?
To receive our newsletters and take advantage of all our special offers and discounts, simply click on the ‘Newsletter’ tab at the bottom of our website and enter your email address.

How do I unsubscribe from the newsletter?
Simply click on the link that appears at the bottom of our newsletters and you will be unsubscribed automatically.

How is my personal information collected and stored?
Any personal information we collect about you when you register your account or subscribe to our newsletter on our website is subject to French legislation (i.e., Law n° 78-17 Informatique et Libertés, 6 January 1978). As such, it is processed in the most strictly private manner possible. It is necessary to gather your information to process your order(s) and personalise special offers for you.

I’m not sure … 
Can I return an item if I'm not satisfied with it?
Absolutely! Luz offers a money-back guarantee. You have 15 days from the date you receive your order to return the item(s) to us and ask for a refund.

If I pay by credit or debit card, is it secure?
Of course! All transactions on our website are processed using HSBC-ELYS NET, a secure online platform.

Who pays for the return shipping costs?
We only reimburse the amount of the item that was purchased, thus you must bear any return shipping costs, unless of course a return is made because of an error on our part.

How quickly will I receive my refund?
As soon as possible and, at the very latest, 15 days after your refund item has been received.

If you have any questions, don't hesitate to contact us!

LUZ TRULY