To raise any claim, you must first submit a Cargo Damage Report / Incident Report to Luwjistik within 3 days. Upon receiving the Refund Request, Luwjistik will carry out its necessary investigations of the matter and in its sole and absolute discretion determine whether the Network Partner has breached the Network Partner's Terms and release and refund the 3PL Service Charges from the Order Revenue to the Client in accordance with the Platform Rules.

Submit Refund Request

To Submit a refund request, you must fill in the Cargo Damage and incidents report below and submit it to our customer support for further investigation process.

Luwjistik Cargo Damage and Incidents Report.doc

Unfortunately, once the order submission has been submitted to our portal, Luwjistik is unable to modify the delivery address. Please contact our representative for more assistance.

All crossborder shipments must be cleared by Customs. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, our customs partner that you choose to work with will give an alert to inform regards the issue.

Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on country, duties and taxes are settled with the post office or the customs office. You can find more information about customs clearance rates and regulation here : Custom Clearance Rates and Regulation

As a general rule, upon an order being placed by the Client on the Platform, and processed by the Network Partner, the Order shall be treated as confirmed and accepted by the Client (a “Confirmed Order”) and the Client shall not, and the Platform Operator will ensure that the Network Partner shall not have the right to cancel the Confirmed Order. Therefore, no order cancellation can be made.