FREQUENTLY ASKED QUESTIONS

ORDERS

What is my order number?

Once you've checked out, you will receive an order confirmation email with your order number.

What happens if I made a mistake on my order?

You can make use of our chatbox or you can send an email to info@lutostore.co.za with the below information:

1. Order number

2. Confirm the product that is in question on the order.

3. Clarify what you would like to be changed on the order.

(EG: LUT001, Reflections T-shirt, please may you change the size from a S to a L)

How long will it take to get my order?

For delivery within South Africa, you can expect your order within 3 to 7 business days.

For delivery outside of South Africa (international orders), you can expect your order within 5 to 30 business days.

How do I track my order?

You will be emailed every step of the way, with shipping and tracking updates along the way.

You can also track your order by typing your order number, starting with LUT#####,

I need assistance with my order. How do I contact LUTO STORE?

Our help desk working hours are as follows:

  • Monday to Friday, 08h00 – 16h00
  • Closed on weekends and public holidays

Please quote order number and contact details in all enquiries.

You can email us at info@lutostore.co.za and we will respond to you within 24 hours.

How do I know my LUTO STORE purchase is legitimate?

Make sure that you purchase your GALXBOY products via one of the channels below:

Online –www.lutostore.co.za

Always check the exact spelling of the URL.

It is important that the spelling of the URL mentioned above is correct. It is best to bookmark the URL or add to favourites so that you do not mi-spell the URL when shopping for LUTO items.

Once you have checked out, you will receive an order confirmation email with an order number beginning with LUT.

Can I pickup my order?

No, Unfortunately we currently do not cater for collections.

How do I pay for my order?

We offer the following payment methods:

CARD

  • Visa
  • Mastercard
  • American Express

BUY NOW, PAY LATER

  • PayJustNow
  • PayFlex
  • Happy Pay

INSTANT EFT

  • Paystack
  • Ozow

QR CODE, SCAN TO PAY

  • Scan to Pay
  • SnapScan

DIGITAL/MOBILE WALLETS:

  • Apple Pay

How do I know my payment is secure?

We only use trusted payment gateways that offer optimal consumer protection via data encryption, protecting your card and personal details, as well as 3D secure where applicable.

The item I want is out of stock. What now?

Go to www.lutostore.co.za click on the item you’re looking for, look out for a “notify me when available” pop up on the right hand side of the screen.

You can also follow our social media pages for updates on new drops.

RETURNS

Can I return my LUTO STORE purchase online OR in-store?

The option is yours!

You can return your online order by requesting an online return form for a fee.

Email: info@lutostore.co.za

How long do I have to return my LUTO purchase?

For a refund, you have 14 days to return your online order or in-store purchase.

For an exchange, you have 30 days to return your online order or in-store purchase.

What do I need to do a return?

Be sure to take along or send us a digital or physical copy of your order confirmation along with the item/s you want to exchange in their original packaging.

Can I return my order for a refund?

You can return your online order or in-store purchase within 14 days from the date of purchase for a refund.

A refund will only be processed if the item is in its original condition and meets the below requirements:

  1. Unworn
  2. Undamaged
  3. Unwashed
  4. Returned in original packaging
  5. Purchased online at www.lutostore.co.za

Please allow 5 to 12 business days for a refund to reflect in your account.

Can I exchange my order?

Yes, you can exchange your online order or in-store purchase within 30 days from date of purchase.

An exchange will be granted only if the item is in its original condition and meets the below requirements:

  1. Unworn
  2. Undamaged
  3. Unwashed
  4. Returned in original packaging
  5. Purchased online at www.lutostore.co.za

How long does an online return take?

For a refund, you have 14 days from the date of purchase to return an online order.

For an exchange, you have 30 days from the date of purchase to return an online order.

For an online refund request, please allow 3 to 7 business days for collection and delivery to us. Thereafter, please allow 5 to 12 business days for a refund to reflect in your account. 

For an online exchange, please allow 3 to 7 business days for collection and delivery to LUTO STORE Thereafter, it will take an additional 3 to 7 business days to receive your exchange item.

Do I have to pay to return my online order?

The cost for an online exchange is R260, anywhere in South Africa. This fee covers the collection from the delivery point and transfer to our warehouse as well as the delivery of the new exchange item to your door.

The cost for an refund is R130, anywhere in South Africa. This fee covers the collection from the delivery point and transfer to our warehouse. The collection fee of R130 will be deducted from the refund total, therefore there is no additional payment necessary from the customer's side.