What is a non-delivery warranty?

The non-delivery warranty is a two-week period within which you can report a purchased product as not received and have it refunded. The date the warranty starts may vary depending on what countries you and the seller are located. Please make sure to contact the customer support as soon as possible once you realise your parcel is not delivered on the agreed date, in order to be able to receive the best support and request refund.

Here’s how you can check the exact warranty dates for a specific item:

On the website:

• Go to the product page and check the Warranty section right under the product description
• Go to the order page

In the app:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order from the list.
  4. Tap When will the package get delivered?
  5. Check the Warranty section.

We will send push notifications and e-mails to inform you about the statuses of your package. Those will also keep you informed about the warranty dates, so please do not turn them off!

If you request a refund after the warranty expires, we will be forced to deny that.

My order hasn’t been delivered yet! What should I do? – this section is all about how to request a refund, go ahead and check it out.

How do I confirm receipt of an item?

For most orders, receipt is confirmed automatically once the package has been handed over to the recipient. However, this can be done manually if the order tracking status has not been updated.

To move an order from the Active section to Completed, you need to confirm its receipt and leave a review.

Here’s how it’s done:

On the website:

  1. Go to My orders.
  2. Select the order from the list.
  3. Click on Yes on the Have you received this order? tab.
  4. Post a review.

On Android/iOS:

  1. Go to Profile by tapping the icon in the bottom right corner.
  2. Select My orders.
  3. Select the order from the list.
  4. Tap Yes on the Have you received this order? tab.
  5. Post a review.

I’ve mistakenly marked my order as Delivered. What should I do?

If you selected Yes on Have you received this order? tab the order will be marked as Delivered.

If you did it accidentally, not having received the product, that’s okay. The fact that you marked it as Delivered will not affect the shipping process. The only thing to be concerned about is that you won’t receive any non-delivery warranty reminders. In this case, we advise you to keep track of that warranty yourself. We described the process in What is a non-delivery warranty?

Will my orders be shipped together?

Sellers are usually located in different places, so even if you pay for a number of products at the same time, they’re still going to be shipped separately.

However, there are a few exceptions:

• If you purchased various goods from the same seller, they may be included in a single package
• If you ordered a number of products from various sellers within a short period of time, the parcels may be consolidated at our warehouse, i.e. placed in one big package and sent together

The more products you buy at the same time, the greater the chance that they’re consolidated (but it’s actually hard to predict this before they are shipped). If they are, these orders will be displayed in your purchasing history under the same tracking number.

When will my order be shipped?

If your order is in the Approved status, it means that the seller is already preparing it for shipment.
We give sellers 11–15 days for this. If the package is not sent after the deadline, the order will be automatically cancelled.

In rare cases, external circumstances may lead to a time increase – for example, due to the coronavirus outbreak in China, our sellers were unable to ship out products on time and we had to extend the deadline. It is important to note that such extensions do not affect the overall warranty duration or average delivery times.

If this period has already passed and the order is still in the Approved status, please contact our support team and we’ll figure it out.

How ​​do I contact customer support?

  1. Go to your profile and select “My orders”.
  2. Select the order in question.
  3. If you are using our website, click on the “Customer Support” button on the right, and if you are using the app, tap “I have a question about my order” at the bottom and then tap the message icon on the top right.
  4. Describe the issue – we’ll do our best to sort it out!

My order is delayed! What should I do?

This article explains basic delivery terms.

On product and order pages, you’ll see two key delivery details: Estimated Delivery Date (ETA) and Warranty Start Date.

  • Estimated Delivery Date is based on typical delivery times to your area. The product page shows an estimated date, and the order page shows a delivery range where most orders arrive. If the delivery is delayed, the estimated range may change. If further delayed, the range disappears, and the warranty start date is shown.
  • Warranty Start Date rarely changes and only in rare cases of significant force majeure. You can find the warranty terms on the order page under “Delivery and warranty” or on the product page under “Returns & refunds” → “Lupizi’s delivery guarantee.” We recommend focusing on the warranty start date to manage expectations, even though your parcel will most likely arrive earlier. If your order hasn’t arrived and the warranty has started, you can file a refund request.

How to Request a Refund:

  1. Go to My Orders.
  2. Select the undelivered order past the warranty start date.
  3. In the “Have you received this order?” tab, select “No” and provide your correct email address.
  4. Your request will be sent to our support team.

Refund Processing Time:
Refunds are usually processed within a few days but may take up to 14 days.

Can My Refund Request Be Denied?
Yes, if your request is submitted after the warranty period has expired.

Where’s my order now?

You can check the current location of a purchased product by doing the following:

On the website:

  1. Go to My orders.
  2. Select the order from the list.
  3. Scroll down to the Tracking section (last one to the left).

On Android/iOS:

  1. Go to My orders.
  2. Select the order from the list.
  3. Tap Package tracking.

The information you see there comes from postal services websites, and usually updates with slight delays.

Why can’t I track my order?

Don’t worry if you can’t see any tracking info right after the package is dispatched, this is quite normal and you will definitely see updates soon after.

Packages are tracked in different ways, depending on the shipping service picked by the merchant. Sometimes it may seem that your package is stuck in China, but it’s actually still moving towards you, and will be delivered to you after a certain period of time.

If the non-delivery warranty is already active and there’s still no sign of your package, let us know by clicking the button below.

How do I request a refund?
  1. Go to My orders.
  2. Select an order that has not been delivered.
  3. Select No on the Have you received this order? tab .

Once this is done, the Lupizi support team will assist you ASAP.

When will I receive my money?

The money will be returned to the original source of payment within 7-14 days after the order’s status changes to Refunded.

Can my request for a refund be denied?

Yes, this is possible if you’re requesting a refund for the order with an expired non-delivery warranty.

You can read about our non-delivery warranty here: What is a non-delivery warranty?

Fees & Taxes

Every package may be subject to VAT, customs duties or other taxes, depending on the law regulations of the destination country.

N.B. In case the delivery address is outside the EU, these extra costs are to be covered by the addressee.

If you are uncertain whether there’ll be an additional charge, make sure to contact the customs service prior to placing an order.One of the orders is missing from a consolidated parcel. What should I do?

If one of the orders that were supposed to arrive in a consolidated parcel is missing, make sure to get in touch with our support team.

How do I get in touch with them?

We encourage you to visit our Help Centre via Lupizi website (click here) or engage in a live chat with our dedicated customer service team within our mobile application. Make sure to:

• Describe the issue in detail
• Attach photos of the rest of the items you received and the package with the shipping labels on it

N.B. You have to contact us while the non-delivery warranty is still active. If you already received the package with the same tracking number as the missing item — don’t wait for a separate package or for the non-delivery warranty of the missing product, just get in touch with us right away.

Can my inquiry be declined?

It can if:

• The non-delivery warranty has already expired
• The proof you’ve provided is inconclusive

When do I get my money back?

Your money will return to your card/account within 7–14 days after a refund is issued.

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My order is marked as delivered, but I have not received it

Couriers usually deliver packages to your home or to the nearest post office. If your package is marked as delivered but you haven’t received it:

Wait a few days, as postal operators may update statuses irregularly.
Check your mailbox, entrance, garage, and other places where the mail carrier might have left the package.
Check if someone else received the package for you. Mail carriers might give the package to neighbors, family members, or shops in or near your building.
Ensure you provided the correct delivery address and that your name is on the door or doorbell (if this is common practice in your country).
If you were not home, the mail carrier typically leaves a note in your mailbox or on your door with instructions on where and when to pick up the package.
If you requested a mail delivery ban, the courier will leave a pickup note in your mailbox and return the package to the post office.
Check if you received any messages from postal operators by email or SMS.

Where is my order?

You can check the location of your item both in the app and on the website:

  1. Click on your profile icon and select My Orders.
  2. Open the order you want to track.
  3. On the website, tracking can be found directly on the order card.

In the app, only the latest statuses are shown in the order card.
If you want to see the entire journey of your parcel, tap “Track Parcel” (Android) or “Show More” (iOS): on this page, you’ll find all the details.

Important: We receive parcel statuses from postal services, so sometimes there may be slight delays in their updates.

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