Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at contact@lualu.co.uk

Account 账户

The most common reason is the password hasn't been set up yet. Please go to the Login page, click Create account, then set the password. 

 
If that doesn't work, please use Forgot Password instead to reset it. 
 
最常见的情况是由于账户还没有设置密码。打开Login页面，选择创建账户，然后根据提示设置密码。
 
如果问题仍然没有得到解决，请使用找回密码功能重新设置。

Please click the Reward widget at the left bottom page, then log into your account. Available discount code will be displayed and click Redeem to claim your code. 

 
点击页面左下角的积分按钮，登陆账户以后可以查看可以兑换的优惠码，点击Redeem即可兑换

This usually happens after using discount code and the new total value (exclude shipping fees) fall below minimum order value. Please add some more items and check again. 

 
这个通常是由于使用优惠码以后，订单总价低于起送金额（运费不计入）。在继续添加几样产品之后即可正常显示配送选项

If you notice the address is wrong in your order, please contact us as quick as you can to amend the order information. 

如发现订单地址填写错误，请尽快与我们取得联系更正地址信息

If you wish to cancel or amend your order, please contact us as soon as possible

如果需要取消或者更改订单，请尽快与我们取得联系

Delivery 配送

On the day of delivery, the courier will usually send out an email with estimated arrival time once the driver scan the parcel on their van. If you haven't received it after 10am, please let me know and I will be able to have a look. 
 
在配送当天，快递公司通常会在上午10点之前发送一封邮件通知司机预计到达时间。如果10点之后仍未收到邮件，请与我们尽快联系
If your address is an apartment or student accommodation, the parcel will usually be sent to the reception or post room. However, in an unfortunate event, if the parcel is lost, please get in touch with us as soon as possible. 
 
如果地址是公寓或者学生宿舍，包裹通常会送到统一代收的地方。如果遇到包裹丢失的情况，请尽快与我们取得联系

If the parcel arrive but some items are missing or damaged. Please get in touch with us as soon as possible.

 
如果包裹送到后发现产品缺少或者损坏，请尽快与我们取得联系

Product 产品

After receiving the parcel, the product can be stored in the fridge for 4-5 days

收到包裹后，可以放在冰箱里面冷藏4-5天

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