FAQ

How can I contact luxelyne?

You can email us at contact@luxelyne.com where our customer service team will be happy to help you with whatever you need!

Do you ship worldwide?

We currently ship to customers within united kingdom and united states. Unfortunately, we are unable to ship to addresses outside united kingdom and united states at this time.

Where are the products located and shipped from?

Some of our products are located and shipped from within united kingdom and united states , while others are shipped from China. Which of our warehouses we ship your products from can vary based on stock levels and demand. For full transparency, our products are not made in Australia and are generally made in China, this ensures you get the best products at the best possible prices.

Which types of payment do you accept?

We accept a wide range of secure payment methods to make your shopping experience as convenient as possible. The payment methods we accept include:

  • American Express

  • Apple Pay

  • Discover

  • Google Pay

  • Mastercard

  • Shop Pay

  • Visa

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes/cancellations within 15 minutes of ordering. After this timeframe, orders are automatically processed in our system and requests after this time will be denied. Your order can be returned for a full refund after it is received.

Is delivery free?

Yes, all orders placed come with fast and free delivery

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

How long will it take to receive my order?

We aim for a 5-10 business days. delivery (Monday to Friday)

What if I don't receive my order?

If you don't receive your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in pound, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

Please contact us at contact@luxelyne.com

What if the items I received are defective/incorrect / damaged?

Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account

How do I know if an item is in stock?

Product availability is updated in real-time on our website. If an item is out of stock, it will be marked as unavailable. You can also sign up for a product notification to receive an alert when the item is back in stock.

What if my order is delayed?

Sometimes orders may be delayed, if this is the case and you are wondering where your order is, first read our ‘Shipping Information’ page for further info, then check your Shipping Confirmation email you received, this can often end up in your spam/junk folder. If you are still unable to track your order, please contact us via the Contact page.