Free Shipping:

-Where can I track my item(s)?

Most items are sent tracked. You should receive your tracking information once your order has been dispatched. Please contact us if you have not received it.

-Why have I not received my item(s)?

Shipping may take anywhere between 10-30 working days or even longer, depending on your location and the opening hours of your local post office.

**Note: The Item Guarantee Period (IGP) lasts 50 business days and the buyer is eligible for a reshipment of order made should they have yet to receive anything by then.

***The IGP is effective on the date of you receiving your shipping confirmation email

-Who delivers my item(s)?

Your items are delivered by our fulfillment center and will usually reach you via your local postal service in your location.

-What time are deliveries usually made?

Items are delivered depending on the local postal system and are usually during business hours/weekday. (Monday to Friday, 9am-5pm)

-What happens if no one is at home?

Not to worry, most of our items will be left in your postbox if they are small enough and if the postman does not have access to your postbox, it will usually be left at your local post office for you to pick up!

-I messed up my delivery address, what do I do?

Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we would update your details for you.

**Note: Upon completion of purchase, buyers are eligible for a 2 hour Change of Mind Period and it is crucial that you reach out to us then or else we will not be able to make any changes to your order!

-What about my billing address?

Billing addresses are currently non editable to prevent and minimise fraud from happening. Please note that all details entered and submitted to us are final.

-Change of address after receiving confirmation of shipping

Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.

Return:

To return your product, send us an email at info@luxylgroup.com. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@luxylgroup.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@luxylgroup.com.

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