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FAQs

What if I need to change my order?
Once an order is placed we are unable to make any changes. Get in touch with us right away if you want to cancel your order and place another.

How will I know if my order has been confirmed?
You will receive an order confirmation via email shortly after placing your order. All orders are shipped within 2 business days after confirmation of payment.

Do you accept international orders?
We are currently working on making this option possible.

What does Final Sale mean?
All sales purchased at markdown are final and cannot be returned or exchanged without exception.

How much does shipping cost?
Metro Manila: Starts at Php 100
Provincial: Starts at Php 200

How long does shipping take?
For orders within Metro Manila, we estimate you will receive your parcel within 1-3 business days. For provincial orders, please allow 3-7 business days for delivery.

How can I track my order?
You will receive a shipping confirmation email with your tracking number as soon as your order is shipped. 

While we do our best to fulfill every order as soon as possible, unfortunately, once it has been dispatched we will not be liable for any delay, loss or damage while the your order is in transit.

We accept the following payment methods:

  • Credit or debit cards via Paypal and PayMongo
  • Online bank transfer or over-the-counter transaction through BDO
  • Cash on Delivery for orders within Metro Manila (plus Php 50 handling fee)

What is your return policy?
We will accept returns as long as you send the items back to us within 7 days upon receipt of package in the original condition in which it was shipped. Please try on shoe on carpeted surfaces to avoid scuffing the outsoles before you are sure that you will be keeping them. Unfortunately, we are unable to accept shoes returned with sole markings or scratches.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and sellable condition. In the circumstance the care instructions are not followed, we are unable to accept returns.

Discounted and sale items are final sale and cannot be returned. We hold the right to deny returns if the merchandise returned does not meet our criteria.

What if my order arrives incorrect or damaged?

In the unlikely event that your order arrives incorrect or damaged please email us at info@helloluang.com with the following information:

  • Order Number
  • Product Name
  • Shipping Address
  • Photos of the product
  • Preferred resolution (refund or replacement)

We will get back to you with a return address and a shipping label to include in your package. Please note that customer is responsible for return shipping cost.

Most Luang shoes run true to size. However, given the handmade nature of our shoes, exact measurements may vary with each style. You may view our size guide here.

To determine what size would be best for you, measure your foot from heel to the tip of your longest toe on a flat surface. Make sure to shift your weight forward to flatten your foot. Then choose the closest measurement that is equal to or greater than the length of your foot.

Please handle your Luang shoes with care. Over time, the materials may darken or get dirty due to wear. Avoid contact with water or other wet elements. For deeper stains, it’s best to consult a leather professional.

As part of our commitment to extend the life of your shoes we offer free repair service for all Luang shoes purchased. However, repair requests are subject for approval. You may contact us at info@helloluang.com for more information or fill out our Repair Request form.

Didn't find what you're looking for? Please feel free to contact us or send a message on our Instagram @helloluang.