Terms&Conditions

Last updated: [2026/05/06]

Welcome to LUOLAI UAE. These Terms & Conditions (“Terms”) govern your access to and use of the LUOLAI UAE online store, including browsing our website, creating an account, placing an order, participating in promotions, submitting reviews or other content, and using any services made available through our website.

By accessing or using this website, or by placing an order with us, you confirm that you have read, understood, and agreed to these Terms, together with our Privacy Policy, Shipping & Delivery Policy, Return & Refund Policy, Care Instructions, and any other policy referenced on this website.

If you do not agree to these Terms, please do not use this website or place an order.

1. About LUOLAI UAE

LUOLAI is dedicated to creating home textiles that support wellness, comfort, and beauty in everyday living. Our products may include, without limitation, bedding, duvet covers, fitted sheets, flat sheets, pillowcases, silk bedding, silk pillowcasevs, goose down duvets, silk-filled comforters, ergonomic pillows, bedding bundles, and related home textile products.

References to “LUOLAI”, “LUOLAI UAE”, “we”, “us”, or “our” refer to the operator of this website and its authorised affiliates, distributors, service providers, and fulfilment partners, as applicable.

2. Eligibility

You must be at least 18 years old, or the age of majority in your place of residence, to place an order on this website.

If you are under 18, you may use this website only with the involvement and consent of a parent or legal guardian. The parent or legal guardian will be responsible for your use of the website and any purchases made through it.

By using this website, you confirm that all information you provide is accurate, complete, and up to date.

3. Website Use

You may use this website for lawful, personal, and non-commercial purposes only.

You agree not to:

· use this website for any fraudulent, unlawful, harmful, or misleading purpose;

· interfere with the security, operation, or availability of the website;

· attempt to gain unauthorised access to our systems, customer accounts, payment systems, or data;

· upload or transmit malware, viruses, harmful code, spam, or automated scripts;

· scrape, copy, reproduce, or commercially exploit website content without our prior written consent;

· use our brand name, product names, product images, descriptions, logos, or other materials in a way that may mislead customers or damage LUOLAI’s reputation.

We reserve the right to restrict, suspend, or terminate your access to the website if we reasonably believe you have breached these Terms or misused our services.

4. Account Registration

Certain website features may require you to create an account.

You are responsible for maintaining the confidentiality of your login details and for all activity carried out under your account. Please notify us immediately if you believe your account has been accessed without authorisation.

We are not responsible for losses caused by your failure to keep your account details secure, unless required by applicable law.

5. Product Information

We make reasonable efforts to ensure that product descriptions, images, materials, prices, sizes, colours, care instructions, and availability information are accurate and up to date.

However, because our products are made from textile materials and natural or blended fibres, you acknowledge that:

· colours may vary slightly due to lighting, screen settings, photography, and production batches;

· natural materials such as mulberry silk, goose down, cotton, linen, Tencel™, bamboo, or other fibres may have minor variations in texture, drape, sheen, weight, or finish;

· dimensions may vary slightly due to fabric characteristics, stitching, filling, shrinkage, or manufacturing tolerances;

· product warmth, firmness, breathability, and comfort descriptions are provided as general guidance and may vary depending on personal preference, room temperature, bedding setup, and individual sleep habits;

· product images are for reference only and may show styling props, bedding layers, or room settings that are not included unless expressly stated.

If we identify a material error in product information, pricing, or availability after you place an order, we will contact you and give you the option to proceed with the corrected information or cancel the order for a refund.

6. Sleep, Wellness, and Care Content

Any sleep, wellness, beauty, or comfort-related information provided on this website is for general informational and lifestyle purposes only.

Our products are designed to support comfort and a pleasant sleep environment, but they are not medical devices and are not intended to diagnose, treat, cure, or prevent any medical condition.

If you have allergies, skin sensitivities, respiratory concerns, neck or back issues, or any other health-related concerns, please seek advice from a qualified professional before purchasing or using relevant products.

Product performance may depend on proper use, regular care, storage conditions, room humidity, ventilation, and compliance with the care label.

7. Orders

When you place an order, you are making an offer to purchase the selected products under these Terms.

After you place an order, we may send you an order confirmation email acknowledging receipt of your order. This does not necessarily mean your order has been accepted.

Your order is accepted when we process the order and confirm shipment or otherwise confirm acceptance. We reserve the right to refuse, cancel, or limit any order where:

· the product is unavailable;

· payment cannot be authorised;

· the shipping address is incomplete, inaccurate, or falls outside our delivery coverage;

· there is a suspected pricing, product, or website error;

· the order appears to be fraudulent, abusive, or intended for unauthorised resale;

· fulfilment is not possible due to logistics, customs, stock, or other operational reasons.

If we cancel an order after payment has been taken, we will issue a refund to the original payment method.

8. Pricing, Promotions, and Availability

Prices are displayed in the currency shown on the website. Unless otherwise stated, prices include applicable taxes where required by law.

Shipping fees, duties, discounts, promotional offers, and any additional charges will be shown at checkout where applicable.

Promotional offers, discount codes, free shipping offers, gifts, bundles, member privileges, or limited-time campaigns may be subject to additional terms, availability, time limits, order thresholds, product exclusions, or geographic restrictions.

We reserve the right to modify, suspend, or end any promotion at any time, provided this does not affect orders already accepted.

A discount code cannot be exchanged for cash and may not be combined with other offers unless expressly stated.

9. Payment

We accept the payment methods displayed at checkout, which include Shop Pay;American Express;Apple Pay;Google Pay;Visa; Mastercard; PayPal.

By submitting payment information, you confirm that:

· you are authorised to use the payment method;

· the payment information provided is accurate;

· you authorise us and our payment service providers to charge the total order amount.

All payments are subject to authorisation by the relevant payment provider. We are not responsible for delays or declined payments caused by your bank, card issuer, wallet provider, or payment service provider.

We do not store full payment card details on our website. Payment processing is handled by third-party payment providers according to their own security and privacy standards.

10. Shipping & Delivery

LUOLAI UAE orders may be fulfilled through cross-border shipping. We work with professional logistics providers to provide secure, trackable delivery.

Unless otherwise stated on the product page or during checkout:

· orders are generally processed within 1–3 business days;

· processing time is not included in the estimated delivery timeframe;

· standard delivery is estimated at 6–10 business days after dispatch;

· delivery estimates are for reference only and may vary due to customs clearance, flight schedules, local courier capacity, weather, peak seasons, public holidays, remote-area delivery, or other circumstances beyond our control;

· if your order contains multiple items, shipment may be arranged once all items are ready, and split shipments may not be available;

· tracking information will be provided after dispatch where available.

We may be unable to deliver to certain remote areas, restricted postcode regions, islands, or locations outside our delivery coverage. If your address cannot be served, we may contact you for an alternative address or cancel and refund the order.

Where our website states that shipping fees and import duties are covered by us, no additional customs clearance fees or import taxes should normally be charged upon delivery. In rare cases where unexpected charges arise, please contact our customer support team for assistance.

Risk of loss or damage passes to you when the goods are delivered to the address you provided, unless otherwise required by applicable law.

11. Order Changes and Cancellation Before Shipment

If you need to change or cancel an order, please contact our customer support team as soon as possible.

We will make reasonable efforts to assist, but we cannot guarantee changes or cancellations once an order has entered processing, packing, customs preparation, or shipment.

If the order has already been shipped, you may need to follow our Return & Refund process after receiving the goods.

12. Consumer Cancellation Rights, Returns, and Refunds

Nothing in these Terms limits your statutory consumer rights.

For most online purchases delivered to the United Kingdom, you may have the right to cancel your order within 14 days after the day you receive the goods, without giving a reason. After notifying us of cancellation, you generally have another 14 days to send the goods back.

To request a return or cancellation, please contact our customer support team within the applicable period and follow the instructions provided.

To be eligible for a return, unless the item is defective, incorrect, or your statutory rights provide otherwise, the product should generally be:

· unused and unwashed;

· in its original condition;

· complete with original tags, labels, packaging, accessories, and inserts;

· suitable for resale;

· returned in accordance with the instructions provided by our customer support team.

For hygiene and health protection reasons, certain sealed bedding, pillow, duvet, silk, sleep, or personal-use textile items may not be eligible for return once opened, used, washed, damaged, stained, contaminated, or otherwise unsuitable for resale, except where the item is defective, incorrect, or return is required by applicable law.

Custom-made, personalised, final-sale, clearance, gift, or promotional items may be subject to specific return restrictions, where permitted by law.

If you return an item because you changed your mind, you may be responsible for return shipping costs unless we agree otherwise or applicable law requires otherwise.

If the item is defective, damaged, or incorrectly shipped, please contact us promptly and provide supporting photos, videos, order details, and packaging images. Once verified, we will arrange an appropriate solution, which may include repair, replacement, refund, or return shipping support.

Refunds will be made to the original payment method. We may withhold the refund until we receive the returned goods or evidence that you have sent them back, where permitted by law. Refund processing time may vary depending on your bank or payment provider.

We may reduce the refund amount where goods have been handled beyond what is necessary to inspect their nature, characteristics, and functioning, or where goods are returned damaged, used, washed, incomplete, or otherwise reduced in value, where permitted by law.

For full details, please refer to our Return & Refund Policy.

13. Product Care and Use

Proper care is essential to maintain the comfort, appearance, hygiene, and longevity of home textile products.

You agree to follow:

· the care label attached to the product;

· product-specific care instructions provided on the product page;

· any written care guidance included with your order;

· our general Care Instructions page.

Different materials require different care. For example, silk, goose down, cotton, linen, Tencel™, bamboo, memory foam, and blended fabrics may respond differently to washing, drying, sunlight, humidity, heat, compression, storage, or detergents.

Failure to follow care instructions may cause shrinkage, pilling, fading, fibre damage, down leakage, loss of loft, deformation, odour, mildew, or reduced product lifespan. We are not responsible for damage caused by improper washing, drying, storage, ironing, bleaching, chemical exposure, misuse, excessive force, pet damage, sharp objects, or failure to follow care instructions.

For silk-filled comforters, down duvets, ergonomic pillows, and other specialist bedding, please always follow the specific instructions provided with the product.

14. Intellectual Property

All content on this website, including but not limited to text, product descriptions, images, photography, videos, graphics, logos, icons, designs, layout, trademarks, product names, brand materials, and other content, is owned by or licensed to LUOLAI and is protected by applicable intellectual property laws.

You may access and use website content for personal, non-commercial shopping and informational purposes only.

You may not copy, reproduce, modify, publish, distribute, display, sell, license, scrape, download, create derivative works from, or commercially exploit any website content without our prior written consent.

No right, title, or interest in any website content is transferred to you as a result of your use of this website.

15. User Content, Reviews, and Submissions

If you submit reviews, comments, photos, videos, feedback, suggestions, questions, or other materials to us through the website, email, social media, or other channels, you confirm that:

· the content is accurate and based on your genuine experience;

· you own or have the necessary rights to submit the content;

· the content does not infringe the rights of any third party;

· the content is not unlawful, abusive, defamatory, obscene, misleading, discriminatory, spam, or harmful;

· the content does not contain malware, viruses, or malicious code.

By submitting content, you grant LUOLAI a non-exclusive, worldwide, royalty-free, transferable licence to use, reproduce, publish, translate, edit, display, distribute, and create derivative works from such content for customer service, marketing, product improvement, website display, social media, advertising, and other business purposes, to the extent permitted by law.

We may monitor, edit, refuse, or remove user content at our discretion, but we are not obligated to do so.

We are not responsible for user content submitted by customers or third parties.

16. Third-Party Links and Services

This website may contain links to third-party websites, platforms, payment providers, logistics tracking pages, social media pages, or other external services.

These third-party services are provided for convenience only. We do not control and are not responsible for their content, policies, availability, security, accuracy, or practices.

Your use of third-party websites or services is subject to their own terms and policies. Please review them carefully before providing information or completing transactions.

17. Privacy

Your privacy matters to us. Our collection, use, storage, and protection of personal information are explained in our Privacy Policy.

By using this website, creating an account, placing an order, contacting customer support, or subscribing to marketing communications, you acknowledge that your personal information may be processed in accordance with our Privacy Policy.

18. Marketing Communications

If you subscribe to our newsletter, member privileges, sale updates, or other marketing communications, we may send you product news, care guides, promotions, offers, or brand content.

You may unsubscribe at any time by using the unsubscribe link in our emails or by contacting us.

Transactional emails related to your order, shipping, account, returns, or customer service may still be sent even if you unsubscribe from marketing communications.

19. Disclaimer

This website and its content are provided on an “as available” basis.

We make reasonable efforts to keep the website accurate, secure, and available, but we do not guarantee that:

· the website will always be uninterrupted, error-free, or secure;

· product information will always be free from typographical, pricing, image, or availability errors;

· website defects will always be corrected immediately;

· the website or its servers will be free of viruses or harmful components;

· product colours, textures, dimensions, or materials displayed on your device will exactly match the physical product.

To the fullest extent permitted by law, we disclaim all warranties not expressly stated in these Terms or required by applicable law.

Nothing in these Terms affects any statutory rights you may have as a consumer.

20. Limitation of Liability

Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any non-excludable consumer rights.

Subject to the above, and to the fullest extent permitted by law, LUOLAI will not be liable for:

· indirect, incidental, special, punitive, or consequential losses;

· loss of profit, revenue, business, goodwill, data, or opportunity;

· losses caused by misuse, improper care, unauthorised modification, incorrect washing, poor storage, or failure to follow care instructions;

· delays caused by customs, couriers, weather, remote-area delivery, force majeure events, or other circumstances beyond our reasonable control;

· differences caused by screen display, photography, natural fabric variation, batch variation, or normal wear and tear.

Where liability cannot be excluded but may be limited, our total liability shall be limited to the amount you paid for the relevant product, unless applicable law requires otherwise.

21. Indemnity

To the extent permitted by law, you agree to be responsible for losses, damages, costs, and expenses we reasonably incur as a direct result of your breach of these Terms, misuse of the website, infringement of third-party rights, fraudulent conduct, or unlawful activity.

This clause does not limit any mandatory consumer protections available to you under applicable law.

22. Force Majeure

We will not be responsible for failure or delay in performing our obligations where such failure or delay is caused by events beyond our reasonable control.

Such events may include, without limitation, natural disasters, extreme weather, fire, flood, pandemic, epidemic, labour disputes, customs delays, logistics disruption, flight delays, war, terrorism, civil unrest, government action, system outages, cyber incidents, supplier disruption, or other unforeseen circumstances.

If a force majeure event affects your order, we will make reasonable efforts to contact you and provide an appropriate solution.

23. Changes to These Terms

We may update these Terms from time to time to reflect changes in our business, website functionality, products, services, logistics arrangements, payment methods, legal requirements, or customer experience.

The updated Terms will be posted on this website with a revised “Last updated” date.

Changes will not affect orders already accepted before the effective date of the updated Terms, unless required by law.

Your continued use of the website after the updated Terms become effective means you accept the revised Terms.

24. Severability

If any part of these Terms is found to be invalid, unlawful, or unenforceable, that part will be interpreted or limited to the minimum extent necessary, and the remaining parts will continue in full force and effect.

25. Governing Law and Dispute Resolution

These Terms shall be interpreted in accordance with applicable law, without limiting any mandatory consumer rights you may have in your country or region of residence.

If you are a consumer, you may be entitled to bring a claim in the courts of the country or region where you live, where required by applicable law.

Before starting any formal dispute process, we encourage you to contact our customer support team so we can try to resolve the issue directly.

26. Contact Us

For questions about these Terms, your order, shipping, returns, product care, or customer support, please contact us through the following channels:

Customer Support Email: support.uae@luolai.com
TEL / WhatsApp: +852 69491817
Support Hours: Monday to Friday, 11:00–18:00, excluding public holidays
Address: 2/F, Shell Industrial Building, 12 Lee Chung Street, Chai Wan, Hong Kong