SHIPPING & RETURNS
SHIPPING POLICY
Here’s what you need to know about Amy & Luis' shipping fees and delivery times.
All our packages are either shipped with UPS or the Austrian Postal Service (Österreichische Post AG) to our domestic and international (EU) destinations. At checkout, you can find a list of countries, which we currently ship to and a range of shipping options you can select from (express delivery, standard delivery etc). Should you find yourself in a country that is not listed, yet fell in love with one of our products and it's simply giving you sleepless nights ;-), then please don't hesitate to send us an email to hello@amyandluis.com and we will do our very best to make it work.
It is possible to choose between delivering your order to your home address or a local delivery point. If a package is not collected from there within 14 days, it will be returned to us.
Delivery Options
Standard delivery: Directly from our designer studio in Austria, all our shipments are sent with an insurance and a tracking number, which you'll be provided with upon dispatch from www.amyandluis.com.
Express delivery: Coming soon!
VAT & Taxes
For domestic orders (Austria): All prices are included 20% MVA.
For international orders (EU): VAT is not included in any of the prices. Depending on your region and country, local import charges can apply (custom duty, sales tax). Your local tax office will generally be responsible for handling taxes and invoicing you once your shipment has been delivered. The customer is responsible for paying these taxes
Delivery Times
Domestic orders (Austria):
Standard / 2-4 business days
Express / Coming soon
International orders (EU):
Standard / 7-10 business days
Express / Coming soon
The shipping times provided are only estimates. If there is a delay in delivery, we will inform you as soon as we know it, along with information about when delivery will take place. The products we offer are all made to order. The shipping times have nothing to do with this. When you place an order, you will be informed of the manufacturing time and when we will start creating your very own leash, collar, set or lanyard etc.
Shipping Rates
Domestic orders (Austria):
Standard / €2.99
International orders (EU):
Standard / €7.99
Should you still need a hand or have trouble understanding our shipping and delivery options, then get in touch and we'll be more than happy to answer any questions you may have on hello@amyandluis.com.
RETURN & EXCHANGE POLICY
Changed your mind about a purchase, or are dissatisfied with a product?
Here's our refund and exchange policy explained in a view easy steps.
Which products can be refunded & exchanged?
Due to the fact that our products are custom-made to order, we only issue refunds if the product is faulty. In the unfortunate event that you've picked the wrong size, please email hello@amyandluis.com and we'll arrange an exchange. The item must be in its original packaging and in new condition. Returns that do not meet the above criteria or that show visible signs of wear and use may be refused. The returning shipping costs are to be paid by the customer.
Please be aware that we do not offer returns and exchanges on bespoke items or products that have been specially customised (collar sizes and special designs).
What's the timeframe for returns?
To receive a full refund or exchange a product, please return items no later than 14 days. For defective products, we offer a 2-year-guarantee and will happily provide you with a new or repaired product.
See warranty details here.
Exchange and return process - follow these steps:
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Send an email to hello@amyandluis.com along with your order number.
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A return confirmation and return slip will be emailed to you. Within 14 days of receiving our confirmation, please return the goods - the sooner the better.
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You can choose the shipping method you want to use for the return*. Please post the goods being returned as soon as possible, in an envelope or box, together with the order number & return slip, to:
AMY & LUIS
Weide 10
6141 Schönberg
AustriaATT: RETURN AND REPAIRS
* To ensure that your package is quickly processed through customs, please put "ATT: RETURN AND REPAIRS" on the outside. The failure to include this information could delay your return - and in the worst case, the customs office might return the package to your address. All products are the responsibility of the customer until they reach us, so please ensure that you send the package with a traceable service and provide us with your tracking number so we can keep track of the package. Return shipping costs are not covered by Amy & Luis.
Faulty goods: Once the product(s) are received and inspected, we will refund the full value or exchange the product, if wished. Refunds will be processed using the same payment method used at purchase.
