HELP CENTER
Frequently Asked Questions
Luah Store is a curated camera shop — instant, hybrid, digital and vintage-style models picked by our team and tested unit by unit. Every order is backed by a 2-year warranty, worldwide tracked shipping and a 30-day return window.
Cameras & Authenticity
Are Luah cameras original?
Yes. Every camera we sell is a genuine, brand-new unit — instant, hybrid, digital and vintage-style models hand-picked by our team. We are not a marketplace: we curate, inspect and test each model before listing it.
Who tests the cameras before shipping?
Our in-house team. Every unit is opened, powered on and visually inspected so it reaches you ready to shoot — no surprises out of the box.
Do the cameras come with film, batteries or memory cards?
It depends on the model. Each product page lists exactly what is included. Some kits (like the Holy Set bundle) come with bonus 32GB memory cards; others let you add film or a memory card at checkout.
What's in the box?
Your camera, the original packaging, a quick-start guide and the matching cable or strap when applicable. Bonus items (film, memory card, mystery box) appear only if you select them at checkout.
2-Year Warranty
How long is the warranty?
Every Luah camera is covered by a 2-year international warranty against manufacturing defects, starting from the delivery date.
What does the warranty cover?
Defects in materials and workmanship under normal use — buttons, shutter, lens assembly, screen, battery compartment and internal electronics.
What is not covered?
Normal wear, accidental damage, drops, water damage on non-waterproof models, and any service performed by unauthorized third parties.
How do I claim the warranty?
Email support@luahstore.com with your order number and a short description (photos or a video help). We arrange the service or replacement, usually within a few business days.
Shipping & Delivery
How long does shipping take?
Orders are processed in 1–3 business days and delivered worldwide within 7–15 business days with a tracked, insured carrier.
Do you ship internationally?
Yes. We ship worldwide using carbon-neutral carriers. A tracking number is emailed as soon as your order leaves our workshop.
Will I pay customs or import taxes?
Most destinations are duty-paid by us at checkout. A few countries may still apply local import taxes — they are not collected by Luah and depend on your local customs authority.
Can I change my shipping address after ordering?
Yes, as long as the order has not shipped yet. Reply to your order confirmation email and we will update it.
Payment & Security
Which payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. All major cards are processed in your local currency when available.
Is the checkout secure?
Yes. Checkout runs on a PCI-DSS compliant payment provider over end-to-end SSL encryption. We never see or store your full card details.
Can I pay in installments?
Installments are available at checkout in selected regions through Shop Pay and PayPal. The option will appear automatically if your country is supported.
Are there any hidden fees?
No. The price you see at checkout is the price you pay — taxes and duties (where applicable) are clearly itemized before you confirm.
Returns & Refunds
What is your return policy?
You have 30 days from the delivery date to request a return for any reason. The camera must be unused, in original condition and with all original packaging and accessories.
How do I start a return?
Email support@luahstore.com with your order number. We will send you the return instructions and a prepaid label when applicable.
When will I be refunded?
Refunds are issued to the original payment method within 5–7 business days after we receive and inspect the returned camera.
What if my camera arrives damaged or defective?
Contact us within 7 days of delivery with photos or a short video. We arrange a free replacement or a full refund — your choice.
Support
How do I contact you?
The fastest way is via our Contact page, or by email at support@luahstore.com. Our team replies in English, Portuguese and Spanish.
What are your response times?
Monday to Friday, we reply within 24 hours. Weekends and holidays may take up to 48 hours.
Still have questions?
Our team is here to help — usually within 24 hours.