How can we help you? Please have a look at our frequently asked questions.
Where can I see your products?
We generally exhibit our Autumn/Winter ranges at trade shows including the Home and Gift Show in Harrogate in July and the NEC Autumn Fair in September in Birmingham. We exhibit our Spring/Summer range at the NEC Spring Fair in February.
Orders may also be placed via the website.
What is the minimum order value?
Our current minimum order is £150 excluding VAT. There are minimum pack sizes per product indicated on each product page.
When do I pay for my order?
On receipt of your order, an invoice will be issued. Please do not make payment using your order confirmation from the website.
If you are a new customer or do not have an account with us, a pro forma invoice will be issued and sent by email to you. This will need to be settled before dispatch. If you have an account with us, your invoice will be including in the box with your goods and payment must be made within 30 days of the invoice date.
How do I pay for my goods?
We accept all debit and credit cards except American Express. You can call us on 01926 614178 to make payment over the phone. Alternatively, you can make a BACS payment, quoting your account reference/invoice number. Our bank details are printed on your invoice. Please note that for all payments over the value of £1000, we ask that payment is made by BACS.
How do I open a credit account?
Please contact us directly to discuss opening a credit account.
Can I make changes to my order?
If you need to amend your order before shipping, please contact us on email@example.com detailing changes required or call 01926 614178 as soon as possible. Please bear in mind your orders are generally shipped after 12pm the next working day.
Can I add any comments to my order regarding delivery or specific requests?
Yes, when you reach the Checkout section, there is a box where you can include your comments. Please note that our courier (DPD) will send a notification on the morning of delivery with a one hour time slot. If this time slot is not convenient, you can amend the time directly on DPD’s own website.
I am opening up a new shop in addition to my existing shop. Do I need to let you know?
Yes, please inform us if you are planning to sell our products in a new location, other than the one we have used when your account was set up. We will need to check the post code and inform you if there is an existing stockist close by.
Can I sell Lua products on Ebay or Amazon?
No, we do not authorise our products to be sold on Ebay, Amazon or any other similar marketplace websites. Our products may only be sold via the mode of trading agreed on application (bricks and mortar premises, own website,etc)
Where do I put my coupon code?
There is a box for including your coupon code at the Checkout page. Please include this here before placing your order.
How quickly will I receive my order?
If you are ordering online at the start of a new season, orders placed are generally Pre-orders. For example, for the new Autumn/Winter season, the range may be online from the middle of August with deliveries beginning in September. Please check our website or give us a call to check the likely date of arrival. For deliveries within each season, dispatch is usually 2-5 working days within UK mainland. For more information, please see our Delivery Information page.
If you have a query which cannot be answered above, please contact our Customer Services team by email: firstname.lastname@example.org or by phone: 01926 614178 (9am – 3pm)