FAQs

How can I contact Luxum?

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

Do you ship worldwide?

Yes.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

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 Monday through Friday.
Orders will be processed within 1-3 business days from the order date and shipped the next processing day.
Please note that we don't ship on weekends.

How long will it take to receive my order?

Due to high demand, orders may take between 2-4 weeks to arrive.

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.

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.

How do I return an item?

Please contact us at info@shopluxum.com.

Where do you ship from?

We currently ship from our partners in Hong Kong.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in USD, meaning you may be liable to pay for duties and taxes upon receiving your order.

Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination. These charges are determined by your local customs office.
Payment of these charges is 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, please contact your local customs office.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you have received merchandise that is incorrect, missing, or defective. Include the following:

Your order number,
Picture of the item(s),
All related references.
We will do our 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.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company, as it may take some time before the refund is posted to your account.