Frequently asked questions
How can I contact customer support?
You can reach our support team at any time via our contact page or by emailing us directly at team@lupno.com. We typically respond within 1–2 business days (Monday to Friday, 9:00 am – 3:00 pm GMT/BST).
Where do you deliver to?
We currently deliver exclusively within the United Kingdom. We do not offer international shipping at this time.
How much does shipping cost?
Shipping is always free — no minimum order value and no hidden fees. The price shown at checkout is the final amount you will be charged.
How long does delivery take?
Here are the estimated delivery times for all orders:
- Processing time: 1–3 business days (Monday to Friday). During this time your order is prepared and handed over to our fulfilment partner.
- Shipping time: 10–20 business days (Monday to Friday).
- Estimated total delivery time: 10–20 business days from the date of dispatch.
For full details please refer to our Shipping Policy.
Where is my order? The estimated delivery time has passed.
In the vast majority of cases, orders arrive within the stated delivery window. In rare cases, delays can occur due to the carrier or other circumstances outside of our control. You can check the current status of your order at any time on our order tracking page.
If your order has not arrived within 25 business days of your dispatch confirmation email, please contact us via our contact page or at team@lupno.com — we will investigate with the carrier and help you as quickly as possible.
Which payment methods do you accept?
We offer a wide range of payment options: Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Klarna, and PayPal. For further details please refer to our Payment Policy.
Is my payment information safe?
Yes — all transactions on our website are protected with SSL encryption. We do not store your full payment details on our servers. All payment processing is handled exclusively by certified and secure payment providers in accordance with PCI-DSS standards.
Where can I find further legal information?
Full details on payment, data protection, and order processing can be found in our Terms of Service, Privacy Policy, and Payment Policy.
How long do I have to request a return?
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods. For full details on how to start a return, please refer to our Return & Refund Policy.