- Please note that during busy periods shipping times may be affected and you may have to check with your preferred courier as to their deadlines.
- We offer tracked delivery
- All orders are shipped directly from our warehouse within 24-72 hours of the order being placed.
- The estimated shipping time begins from the day your order is dispatched.
- Please note that we are unable to make any changes or cancellations once the order has been placed. Once the order has arrived, please contact us on firstname.lastname@example.org if you have any questions.
We are not responsible for any import or custom fees associated with your order, please check with your country’s regulations to see if there will be any additional costs. This includes any import fees for orders sent with International Standard Shipping.
Late or lost orders
When placing your order please make sure that you specify the correct delivery address as LUXODEN take no responsibility for missing parcels that have been sent to the wrong address or if requested to leave with neighbor or an outside.
Any order discrepancies relating to missing and/or lost items must be reported to us in writing via email at email@example.com.
Items not received but tracking shows they have been delivered
This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the carrier's website by filling in a signature request form.
Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.
Why was my order canceled?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are sure that that is not the case, please ensure the billing address matches the payment method you are using, and checkout again. Alternatively, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.paypal.com.
Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund lost returns.
In the event you have received a faulty item, please contact firstname.lastname@example.org within 7 days of the item(s) arriving. Please include the following information:
- Your order number
- Which item is damaged
- A description of the problem
- Photographic evidence