FAQs

Orders

How do I place an order?
You can browse products on the website, select size and quantity, add to cart, and complete payment at checkout. Submitting an order is considered a purchase intent, and we will send an order confirmation via email.
What happens after I place an order?
After your order is placed, it enters processing. We first confirm inventory and order details. Orders are shipped only after all items are ready.
How long does order processing take?
All orders are processed within 1–3 business days. Processing time does not include shipping time.
Can I modify or cancel my order?
If your order has not yet been collected by the carrier, you may contact customer service within 24 hours to request a change or cancellation.

Products

Why does the product color look different from photos?
Color differences may occur due to lighting and screen variations. This is normal and not considered a quality issue.
Are wrinkles or natural textures considered defects?
No. Slight wrinkles or texture variations are natural characteristics of textile materials.
Should I wash bedding before first use?
Yes. We recommend washing before first use according to the care instructions for the fabric.
Is the product weight exact as listed?
"The listed weight mainly refers to filling weight or reference weight.
Net weight may vary slightly due to humidity, temperature, and measurement conditions. Gross weight is for reference only."
Does the product name fully represent all features?
Product names are for reference only. Please refer to product detail pages for complete information.
Why do large bedding items have seams?
Large bedding items may be made with seams to meet size requirements. We ensure the design is aesthetically pleasing. Please consult customer service if concerned.
Is it normal to see differently colored down fibers in down products?
It is normal to see differently colored down fibers in goose down products. They are not impurities and do not affect quality or use. We do not use chemical bleaching.

Care & Use

How should I care for down, silk, Tencel™, or cotton bedding sets?
"Follow proper care based on material:
Down: gentle wash, avoid direct sunlight
Silk: air-dry in shade
Silk/Tencel™ sets: low-temperature wash or dry clean
Cotton sets: machine washable, avoid harsh bleach
Follow the care label instructions"
Is neck or shoulder discomfort normal after changing to a new pillow?
"Pillow Adjustment Period：
When switching to a new pillow, it usually takes 3 to 7 days to adjust. This is because your body, especially the neck and shoulders, has become accustomed to the support and shape of your previous pillow.
During this adjustment period, you may experience some temporary discomfort, such as stiffness or mild pain in the neck upon waking. This is normal and typically subsides within a few days.
Changes in pillow material, height, or firmness may alter your sleeping posture and spinal alignment, so a short adaptation period is required for your body to get used to the new pillow."
How should I store and use bedding to maintain comfort over time?
Avoid frequent washing, minimize harsh chemicals, and rotate usage to maintain comfort and extend product life.

Returns & Refunds

Can I return my order?
Within 24 hours of placing your order, if the item has not yet been shipped, you may request a full refund at no cost.
After the item has been delivered, if you request a return, a partial fee will be deducted from the refund. Please ensure the item is returned in its original packaging to facilitate a smooth return process.
Within the supported delivery countries, you may request a return within 14 days of receiving the item. Returned items must be unused, unwashed, and in their original packaging. Please ensure the items meet the return conditions, or the return may be refused.
For details on the refund process, please refer to your order details or contact customer service.
How long do I have to submit a return request?
Return requests must be submitted within 14 days from the day after receiving the item via customer service email.
Who pays for return shipping?
Return shipping is borne by the customer unless the item is defective or shipped incorrectly, in which case we cover shipping costs.
What should I do if I receive damaged or incorrect items?
Contact customer service promptly with photos or videos. We will cover return shipping and arrange a refund or replacement.
How long does it take to receive a refund?
After approval, refunds are usually processed within 5–10 business days to the original payment method. Bank processing times may vary.

Shipping & Delivery

How can I track my order?
Tracking numbers will be emailed after shipment. You can track via carrier website or order page.
How long does delivery usually take?
"Delivery estimates (for reference):

Express Shipping (excluding remote postal codes): 3–5 business days

Standard Shipping: 6–10 business days

Bulk Orders / Large Quantity Shipments: 7–14 business day

What should I do if there’s a delivery issue?
Ensure your address is correct. For customs, force majeure, or delays, contact customer service for assistance.
How are shipping fees and taxes handled?
International shipping and import taxes are covered by us. No additional fees at checkout. Special cases are handled by customer service.

Payment

What payment methods are supported?
We support major payment methods including credit/debit cards and e-wallets.

Shop Pay;American Express;Apple Pay;Google Pay;Visa;Mastercard;PayPal
What should I do if my payment fails?
Check your card/account status or contact customer service for assistance.

Account

How do I create an account?
Click “Register,” provide accurate information, and set a password to create an account.

Security & Privacy

Is my personal information secure?
We implement reasonable security measures to prevent unauthorized access, use, or disclosure.
What information do you collect?
Including name, contact info, order data, device, and browsing behavior.
Will my information be shared or sold?
We do not sell your information; it is shared only for fulfillment, logistics, and technical support.
What privacy rights do I have?
You may access, update, or request deletion of personal data within applicable legal rights.
How do you use cookies?
Used to improve browsing experience and website functionality; not for selling personal data.

About Us

How can I contact customer service?
"Email: support.uk@luolai.com

TEL / WhatsApp:+852 69491817

Address:2/F,shell industrial building,12 lee chung street,chai wan,HK

responded on business days (Mon–Fri, excluding public holidays)."
What are the terms and conditions of using this website?
Using this website indicates agreement to terms and policies. We reserve the right to modify terms; significant changes will be notified.