At Americana.lu, we are committed to the highest level of customer satisfaction.
Ladies and Gentlemen, here they are : our Frequently Asked Questions !
Can I come visit your store ?
Not really. Americana.lu is an online shop. We do not run a store. This means that you can't shop from the shelves in our warehouse. However, when it comes to shipping, you might want to pick up your stuff yourself. For your convenience we highly recommend that you order upfront and await our order confirmation. For more information on this, click here.
Where and how can I contact you ?
To find out how to contact us, click here.
I did register / placed on order with you but never got my confirmation email. What's wrong ?
Please check if our email didn't end up in your spam folder, as some spam filters tend to be overly protective. If you can't find your confirmation email anywhere in there, please contact us here.
How fast do you ship ?
Shipping to your home address normally takes 2-3 working days, upon reception of your payment, provided that all items are on stock. If you require a delivery to be made on a certain date or if you need an express delivery, please contact us upfront. For more information on shipping, click here.
Is it faster if I come pick up my order at your warehouse ?
Your products will usually be ready for pickup only a few working hours after your initial order, provided that all items are on stock. However, before you run to your car, please wait for our email, confirming that your order is ready. For more information on our opening hours and where to find us, click here.
What if I can't find the product I'm looking for ?
In that case, we strongly encourage you to contact us, so we can find it for you !
Can I suggest new products for you to sell in your store ?
We appreciate every suggestion ! If there is any product out there you or your friends are interested in and that you would like to buy online in our store, please let us know … and watch us make things happen !
What about expiration dates ?
At Americana.lu, we carefully monitor our stock, to make sure every grocery item we ship will still be far from its expiration date when it reaches your home. Do keep in mind however that “best before” doesn’t mean “bad after”, as most products will stay perfectly consumable for another few days or even weeks after that given date. Nevertheless, we guarantee that no product we ship will be even close to its expiration date, unless otherwise indicated (within the context of a promotional last minute offer).
What if a product is out ouf stock ?
Next to the description of the product, you may sign up to get notified once the product is available again. If you're a registered customer, you may backorder the product, which means that, if the product is already on its way to our warehouse, you'll be the first to be served; if not, the item(s) will be ordered especially for you ! (Does not apply for seasonal products.) Please be advised that due to the distance between the US and Luxembourg, it might sometimes take several weeks for backordered items to arrive at our warehouse.
What does backorder mean ?
As a registered customer, you may backorder products that are currently out of stock. If the product is already on its way to our warehouse, you'll be the first to be served; if not, the item(s) will be ordered especially for you ! Please be advised that due to the distance between the US and Luxembourg, it might sometimes take several weeks for backordered items to arrive at our warehouse.
How and when do I pay ?
You're asked to make your payment at the end of the checkout process, right after you “placed” your order (which means that you gave your final confirmation). Payment can be made by either PayPal or Credit Card, or the old fashioned way, by Wire Transfer (“virement”). Do note that payments by credit card are handled by/processed trough PayPal as well. For more on this, click here.
What are loyalty points ?
As a registered customer, for every euro spent, you get 1 point. Once you earned 50 or more points, you can use them to buy stuff on both Americana.lu and Tussi.lu. You can also invite friends to visit us! For every friend registering as a new customer and placing an order, you will earn an extra 50 points!
Which rules apply to my order ?
That's precisely the kind of information you will find in our General Terms and Conditions. Should you have any doubt about either one of their provisions, we invite you to contact us for further details.
What about customer protection laws ?
Boto International sàrl is a company uncorporated under, and bound by, the laws of Luxembourg and the European Union. National and european customer protection laws, including those with regard to your rights of withdrawal and restitution, fully apply.
What about labelling ?
Most of our grocery products come with english (american) labels. Buying stuff trough our online-shop implies that you gather information about our products right here on americana.lu. For this reason, you accept that any indication regarding ingredients found on our website qualifies as food labeling. However, for your convenience, we do relabel many of our products (or add labels) in one of Luxembourg's official languages, where required and/or on demand.
What Internet browser do I have to use for your site ?
Americana.lu works fine with pretty much every current browser, be it on a PC, a Mac or even a mobile device. However, some problems have been reported with older browser versions, such as Microsoft Explorer 6. Thus, if you experience display errors or strange layout settings, updating your browser should solve the problem.
Do you sponsor clubs and/or events ?
Yes we do. Please provide us with the details of your association and/or happening, so that together, we can figure out what Americana.lu can do for you and your event.
I'm interested in selling your products in my shop / my bar / my restaurant ... is it possible ?
Yes it is ! For any business inquiry, we strongly encourage you to contact our parent company, Boto International sàrl (www.boto.lu).
Americana.lu - Quality you can trust from the guys you can rely on.TM
A member of the American Chamber of Commerce in Luxembourg