Help & Questions

HELP & FREQUENTLY ASKED QUESTIONS (FAQ)

Welcome to LUSSERA Support. We're here to help! Find answers to the most common questions below or contact us directly through our official channels.

📦 Orders & Shipping

What is the delivery time?

  • Portugal & Spain: 5–10 business days
  • Rest of Europe: 7–14 business days
  • International: 10–20 business days (Under DL No. 24/2014, the maximum legal delivery period for online purchases is 30 days, unless otherwise agreed.)

How can I track my order? Once your order is shipped, you will receive an automatic email with your tracking number and carrier link to follow your shipment in real time.

Can I change or cancel my order? You may request changes or cancellation within 24 hours of placing your order. If already processed or shipped, you will need to wait for delivery and exercise your Right of Withdrawal.

↩️ Returns & Refunds

How do I return an item? You have 14 calendar days after receiving your order to request a return, without giving any reason. Items must be unused, with original tags and intact packaging. Contact our support to start the process. See full details in our Return Policy.

When will I receive my refund? Within 14 calendar days from the date we are notified of your return decision, via the same payment method used in the original purchase.

👗 Products & Sizing

How do I find my size? Each product page includes a detailed Size Guide with measurements in centimetres. If in doubt between two sizes, we recommend choosing the larger size.

Are the products authentic and safe? Yes. All LUSSERA products are carefully selected, quality-checked before dispatch, and comply with EU consumer safety standards.

📞 Official Contact & Legal Information

In compliance with Decree-Law No. 24/2014:

  • 📧 Support Email: ivandomingosgamer@gmail.com
  • 📞 WhatsApp: +351 933 902 289 (national mobile network)
  • 🕐 Support Hours: Monday–Friday, 9:00 AM – 6:00 PM (WET / Lisbon time)
  • 👤 Operated by: Domingos Gongo
  • 🪪 NIF: 317848933
  • 📍 Address: Rua Professor Doutor João Carvalho, Real, 4700-289 Braga, Portugal

⚖️ Dispute Resolution & Complaints

Electronic Complaints Book You can file a formal complaint at the official platform: www.livroreclamacoes.pt

Alternative Dispute Resolution (ADR) For consumer disputes, you may contact:

  • CIAB – Consumer Information, Mediation and Arbitration Centre
  • Address: Rua D. Afonso Henriques, n.º 1, 4700-030 Braga
    • Website: www.ciab.pt