CUSTOMER SERVICE
GENERAL PROVISIONS
These Terms are published by LLC Elusso (hereinafter referred to as the “Company”) and set out the methods and indicative timeframes for the delivery of the Company’s products, the conditions for acceptance of the products, and other terms governing interactions with the Company in the course of delivery.
Delivery of the Company’s products is carried out either directly by the Company or by third-party technical partners – authorized carriers – engaged by the Company. By purchasing products on the Company’s website at https://lapeal-store.com (hereinafter the “Website”), you agree to these Delivery Terms as well as to the carriers’ regulations.
The Company cooperates only with reliable and trusted carriers that ensure careful handling and timely delivery. You can rest assured that your order will arrive on time, with all items intact. Should any issues arise during transit, you will receive full assistance and information support.
Delivery of the Company’s products is carried out either directly by the Company or by third-party technical partners – authorized carriers – engaged by the Company. By purchasing products on the Company’s website at https://lapeal-store.com (hereinafter the “Website”), you agree to these Delivery Terms as well as to the carriers’ regulations.
The Company cooperates only with reliable and trusted carriers that ensure careful handling and timely delivery. You can rest assured that your order will arrive on time, with all items intact. Should any issues arise during transit, you will receive full assistance and information support.
HOW IT WORKS
When placing an order on the Website, you can choose one of the following delivery options:
– courier delivery by the Company’s authorized carrier,
– Premium Delivery.
At present, Premium Delivery is provided exclusively by the Company’s own team and is available only to residents of Dubai. However, the Company is working to expand the availability of the Premium Delivery service and plans to extend it to other Emirates in the near future.
When selecting Courier Delivery, transportation of the products to your chosen pick-up point is arranged by the Company’s designated carriers.
Add your selected items to the Basket. When completing the order form, choose your preferred delivery method: Courier Delivery, or Premium Delivery.
– courier delivery by the Company’s authorized carrier,
– Premium Delivery.
At present, Premium Delivery is provided exclusively by the Company’s own team and is available only to residents of Dubai. However, the Company is working to expand the availability of the Premium Delivery service and plans to extend it to other Emirates in the near future.
When selecting Courier Delivery, transportation of the products to your chosen pick-up point is arranged by the Company’s designated carriers.
Add your selected items to the Basket. When completing the order form, choose your preferred delivery method: Courier Delivery, or Premium Delivery.
DELIVERY PROCEDURE
When selecting Courier Delivery or Premium Delivery, please specify the full delivery address for the products.
If you have previously purchased products from the Company using Courier Delivery or Premium Delivery, your order will by default be shipped to the delivery address previously provided. You may update your delivery address at any time in your personal profile on the Website.
After completing your payment and confirming the transaction in accordance with the Payment Agreement, you will receive a notification by e-mail and/or SMS containing your order tracking number.
Delivery status updates are available through the carrier’s online tracking service. A convenient direct link to the carrier’s tracking page is also provided in your personal profile on the Company’s Website.
PLEASE NOTE: When using the Premium Delivery service, do not make any payment until after you have tried on the items. Payment for products delivered under the Premium Delivery service shall be made after fitting and selection of the desired items. Partial purchase of the order is permitted under the Premium Delivery service.
Upon receiving a notification from the carrier that your order is ready for collection — or on the agreed date and time (for Premium Delivery) — please collect your products ensure your presence at the delivery address.
Upon receipt, check your order carefully or, if applicable, complete a discrepancy or damage report in accordance with the Returns and Refunds section of these Terms.
Notifications from the carrier will be sent either to the e-mail address specified in your Website registration or as an SMS to your provided mobile number. Please ensure that your mobile device is able to receive SMS messages from service short numbers.
If you have previously purchased products from the Company using Courier Delivery or Premium Delivery, your order will by default be shipped to the delivery address previously provided. You may update your delivery address at any time in your personal profile on the Website.
After completing your payment and confirming the transaction in accordance with the Payment Agreement, you will receive a notification by e-mail and/or SMS containing your order tracking number.
Delivery status updates are available through the carrier’s online tracking service. A convenient direct link to the carrier’s tracking page is also provided in your personal profile on the Company’s Website.
PLEASE NOTE: When using the Premium Delivery service, do not make any payment until after you have tried on the items. Payment for products delivered under the Premium Delivery service shall be made after fitting and selection of the desired items. Partial purchase of the order is permitted under the Premium Delivery service.
Upon receiving a notification from the carrier that your order is ready for collection — or on the agreed date and time (for Premium Delivery) — please collect your products ensure your presence at the delivery address.
Upon receipt, check your order carefully or, if applicable, complete a discrepancy or damage report in accordance with the Returns and Refunds section of these Terms.
Notifications from the carrier will be sent either to the e-mail address specified in your Website registration or as an SMS to your provided mobile number. Please ensure that your mobile device is able to receive SMS messages from service short numbers.
RECEIPT OF ORDER
To collect your order, you may be required to present a passport or another valid form of identification, depending on the carrier’s applicable policies and procedures.
The storage period for products the scheduled date of courier arrival (Courier Delivery) is specified in the carrier’s notification.
The exact delivery date and time slot for handover may be arranged directly with the carrier’s service department, in accordance with the carrier’s rules.
If you fail to collect your order to receive it on the date stated in the courier’s delivery notice or as agreed with the carrier, the extension of the storage period or any re-delivery shall incur additional charges.
If you decide not to collect your order, the delivery cost is non-refundable.
Upon receiving your order, you must open the package and inspect the contents to ensure that they correspond to the delivery note and your order, and that no damage has occurred.
Should you identify any discrepancies or damage, or if the ordered products do not meet your expectations regarding size, colour, or quality, please follow the procedure described in the Returns and Refunds section of these Terms.
The storage period for products the scheduled date of courier arrival (Courier Delivery) is specified in the carrier’s notification.
The exact delivery date and time slot for handover may be arranged directly with the carrier’s service department, in accordance with the carrier’s rules.
If you fail to collect your order to receive it on the date stated in the courier’s delivery notice or as agreed with the carrier, the extension of the storage period or any re-delivery shall incur additional charges.
If you decide not to collect your order, the delivery cost is non-refundable.
Upon receiving your order, you must open the package and inspect the contents to ensure that they correspond to the delivery note and your order, and that no damage has occurred.
Should you identify any discrepancies or damage, or if the ordered products do not meet your expectations regarding size, colour, or quality, please follow the procedure described in the Returns and Refunds section of these Terms.
RETURNS AND REFUNDS
If the contents of your order differ from what was ordered, or if the products are damaged or otherwise unsatisfactory, please inform the carrier’s representative or courier immediately and request that a Return Report be completed.
When completing the report, please describe all identified issues — whether related to the assortment, quality, size, colour, or any other reason.
We appreciate your feedback and continually strive to improve our service and meet your expectations.
If you wish to receive updates on new arrivals or the Company’s bestsellers, you may leave your contact details for further communication.
Once the report has been completed, please sign it and hand it to the carrier’s representative. The signed report serves as the legal basis for refunding the payment made for the returned products.
If your order was delivered incomplete, you may choose either to have the missing items delivered at the Company’s expense, to decline receipt of the missing items, or to cancel the entire order. In such cases, the Company shall refund the amount paid for the undelivered items, or for the full order, depending on your choice.
If your order includes damaged items, you have the right to refuse receipt of such items and may choose either to have identical replacements delivered at the Company’s expense or to cancel the entire order. In such cases, the Company shall refund the payment corresponding to the value of the damaged or undelivered items, or to the entire order, as applicable.
In all cases where products are found to be damaged, defective, or otherwise inconsistent with quality standards or your expectations regarding size or other attributes, such products must be returned to the Company at the Company’s expense.
Information valid as of 01 October 2025.
When completing the report, please describe all identified issues — whether related to the assortment, quality, size, colour, or any other reason.
We appreciate your feedback and continually strive to improve our service and meet your expectations.
If you wish to receive updates on new arrivals or the Company’s bestsellers, you may leave your contact details for further communication.
Once the report has been completed, please sign it and hand it to the carrier’s representative. The signed report serves as the legal basis for refunding the payment made for the returned products.
If your order was delivered incomplete, you may choose either to have the missing items delivered at the Company’s expense, to decline receipt of the missing items, or to cancel the entire order. In such cases, the Company shall refund the amount paid for the undelivered items, or for the full order, depending on your choice.
If your order includes damaged items, you have the right to refuse receipt of such items and may choose either to have identical replacements delivered at the Company’s expense or to cancel the entire order. In such cases, the Company shall refund the payment corresponding to the value of the damaged or undelivered items, or to the entire order, as applicable.
In all cases where products are found to be damaged, defective, or otherwise inconsistent with quality standards or your expectations regarding size or other attributes, such products must be returned to the Company at the Company’s expense.
Information valid as of 01 October 2025.