Last updated: 27 February 2026
Have a question? Below you will find answers to some of the most frequently asked questions about ordering from byLurea.
If you cannot find the information you are looking for, please contact us at info@bylurea.com.
Shipping and Delivery
1. What is your shipping policy?
We offer free standard shipping on orders delivered to the Netherlands and France.
Each order is carefully processed and packaged before shipment.
Our estimated total delivery time is approximately 6–9 business days.
2. Do you deliver to pick-up points or parcel lockers?
At this time, orders are primarily shipped to the delivery address entered during checkout.
Availability of carrier pick-up points or parcel lockers may depend on the shipping provider and destination.
If a specific delivery option is available, it will be shown during the delivery process where applicable.
3. What are your delivery times?
Orders are generally processed within 1–2 business days.
Orders placed during weekends or public holidays will normally be processed on the next available business day.
Once your order has been dispatched, delivery generally takes approximately 5–7 business days.
Estimated total delivery time: 6–9 business days.
Please note that delivery times are estimates and may occasionally be affected by carrier delays, public holidays, high order volumes, weather conditions or other circumstances outside our reasonable control.
4. How can I track my order?
Where tracking is available, you will receive a shipping confirmation containing your tracking information after your order has been dispatched.
You can use this information to follow the progress of your shipment.
Please allow some time after dispatch for the carrier's tracking system to update.
If you have not received tracking information or believe there may be an issue with your shipment, contact us at info@bylurea.com.
5. Which delivery partners do you work with?
We work with suitable postal and courier services to deliver orders to customers in the Netherlands and France.
The carrier used for your order may vary depending on your delivery location, shipment route and fulfilment method.
Where tracking is available, the relevant carrier will normally be shown in your shipping confirmation.
6. What should I do if my parcel has not arrived?
If your order has not arrived within the estimated delivery timeframe, please first check the tracking information provided in your shipping confirmation.
If there has been no meaningful tracking update or you believe your parcel may be delayed or lost, contact us at:
Please include your order number so that we can investigate the shipment.
If a shipment is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law, which may include replacement or a refund.
7. What should I do if my item arrives damaged, faulty or incorrect?
If your order arrives damaged, faulty or you receive the wrong product, please contact us as soon as possible at info@bylurea.com.
Please include:
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Your order number;
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A description of the issue;
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Photos of the product; and
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Photos of the packaging where relevant.
Once we have reviewed the information, we will provide an appropriate solution, which may include replacement or a refund.
Where the return is necessary because the product is damaged, defective or incorrect, byLurea will cover the applicable return shipping costs.
Refunds and Returns
8. How can I return an item?
If you would like to return an eligible item, please contact us at:
Please include your order number and the reason for your return.
We offer a 30-day return period, subject to the conditions described in our Return and Refund Policy and your applicable statutory consumer rights.
For voluntary returns, products should generally be unused, complete and in their original condition, including original labels, accessories and packaging where reasonably possible.
Please contact us before sending any product back so that we can provide the correct return instructions.
9. How long does it take to process a refund?
Once we have received and inspected your returned item, approved refunds are generally processed within 7 business days.
You will receive confirmation once the refund has been processed.
After we issue the refund, your bank or payment provider may require additional time before the funds appear in your account.
10. Who covers the return shipping costs?
If you return a product because it:
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Arrived damaged;
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Is defective;
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Is incorrect; or
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Was supplied incorrectly due to an error on our part,
byLurea will cover the applicable return shipping costs.
For change-of-mind returns, such as when you no longer want the product or ordered the wrong item, return shipping costs are generally your responsibility unless applicable law provides otherwise.
Please contact us at info@bylurea.com before returning an item.
Privacy
11. How do you protect my privacy?
We take appropriate technical and organisational measures designed to protect your personal data against unauthorised access, loss, misuse, alteration or disclosure.
Our website uses secure encrypted connections for the transmission of information.
Payment information may be processed securely by third-party payment providers. Where full card details are handled directly by those providers, byLurea does not directly store your complete payment card details on its own systems.
For more information about how we collect and process personal data, please see our Privacy Policy.
12. Will my personal data be shared with third parties?
We do not sell your personal data.
We may share certain personal information with trusted service providers where necessary to operate our online store and provide our services.
These may include:
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Payment service providers;
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Shipping and logistics providers;
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Website and hosting providers;
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E-commerce and technical service providers;
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Customer service providers;
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Analytics or marketing providers where applicable and permitted by law.
For example, your name and delivery address must normally be provided to the relevant carrier so that your order can be delivered.
Further information is available in our Privacy Policy.
Payments
13. Which payment methods do you accept?
We currently accept the following payment methods where available during checkout:
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American Express;
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Mastercard;
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Visa;
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Apple Pay;
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Google Pay;
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PayPal.
The payment options available to you may depend on your device and checkout configuration.
The available methods will always be shown during checkout before you complete your purchase.
14. In which currency are payments processed?
All prices and transactions in our online store are processed in euros (EUR / €).
This applies to customers in both the Netherlands and France.
Where required by applicable law, consumer prices include applicable VAT and other mandatory taxes.
15. Are my payments secure?
We use secure encrypted connections to help protect information transmitted through our website.
Payment transactions may be processed through secure third-party payment providers.
You can normally verify that you are using a secure connection by checking for the padlock icon in your browser and confirming that the website address begins with https://.
16. How do I know if my payment has gone through?
After your order and payment have been successfully submitted, you will normally receive an order confirmation by email.
If you do not see the confirmation, please check your spam or junk folder.
If you still cannot find it, contact us at:
Please include relevant information such as your name and, where available, your order number.
17. What should I do if my payment is declined?
If your payment is declined, please check:
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Your card or payment details;
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Your billing information;
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Whether your payment method is still valid;
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Whether sufficient funds or credit are available.
If the problem continues, please contact your bank, card issuer or payment provider.
You may also try another available payment method.
If you need assistance relating to your order, contact us at info@bylurea.com.
Contact Details
Do you have a question or need assistance? Please contact us:
Trade name: byLurea
Address: Spreeuwstraat 3, 7102 HE Winterswijk, The Netherlands
Email: info@bylurea.com
Phone: +31 6 23088296
Registration number (KVK Netherlands): 42091095
VAT Number: NL005488384B24
We aim to respond to customer enquiries as quickly as possible during our business hours.