FAQ

Here at Luxie, we want your beauty journey to be as effortless as possible so we have put together this page to answer all your burning questions!

Can’t find the question you are looking for? You can reach out by email at info@luxiebeauty.com, by phone at 888-816-3620 or by our social media platforms.

Support

Returns and Exchanges

Shipping and Delivery

Orders and Payments

Products and Programs

 

 

Support

I have a question, how do I contact you?

You can email us at info@luxiebeauty.com , call us at 888-816-3620 or ping us on social media if you have any questions or want to learn more about us.

What are Luxie Beauty's business hours?

We are open from Monday to Friday from 9:30 AM to 6:00 PM Pacific Time.

I messaged you on Instagram/commented on your post but you didn’t reply, what do I do?

We’re so sorry! We definitely do not want to leave you hanging. Due to the high volume of notifications we receive, we unfortunately cannot catch every comment or DM our beauties send to us. If it is of outmost importance to you, then it is to us. Please contact us at info@luxiebeauty.com or give us a call at 888-816-3620.

I need help on the weekend! Can I still reach you?

We unfortunately are not open on weekends. We need our beauty sleep too, but we do check our messages the next business day in order to address any issues or concerns that have happened over the weekend. So please don’t hesitate to email us at info@luxiebeauty.com

Returns Policy     

I think I want to return a product(s), how do I do that?

We’re so sorry it didn’t work out~ we want you to love our products and to love yourself after you use them. Your satisfaction and happiness is our top priority. So we also want to make your return process as painless as possible.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. To learn more of our current return policy, click here. Don’t forget to look at our other product(s) to see if any of Luxie’s other products can help you complete that look you were going for!

I received the wrong product(s) in my mail, can you help me?

Of course~ our bad! Again, your satisfaction and happiness is our top priority. If you received the wrong product(s), please email as soon as possible to info@luxiebeauty.com. We will guide you through the process of correcting this issue without any of those pesky extra charges.

My product(s) came damaged and I can’t use them. Can you help a beauty out?

No one likes to open a package to find a damaged product or a face brush with what looks like a bad hair day. If you received product(s) you think are damaged, please email as soon as possible to info@luxiebeauty.com. Please provide multiple photos of the damage and proof of purchase. We will guide you through the process of correcting this issue without any extra charges.

I accidentally ordered the wrong product(s), can I re-order?

Everyone makes mistakes, we get it. Please refer to "I think I want to return a product(s), how do I do that?" above for instructions on how to request a return. Please note, shipping fees are non-refundable unless it was our mistake and then we will gladly cover return mailing costs.

I ordered internationally and am returning some product(s), how is my refund credited?

Our system updates its exchange rates every 2 hours to ensure that we use the most current exchange rate possible when doing our conversions. So your refund will be based on the current exchange rate at the time of your refund, not the time of your purchase. If you still have some questions on our process, please don’t hesitate to call our customer service number at 888-816-3620. For our international payment process, refer to the Orders and Payment section.

Shipping and Delivery


I don’t live in the U.S.! Does Luxie, Inc ship to my country?

Our goal is to be a global driver of beauty so we offer worldwide shipping to almost any country! If you are unsure if your country is eligible, email us at info@luxiebeauty.com. Unfortunately, we don’t serve below countries due to trade embargos of the US:

         ·  Cuba

         ·  Iran

         ·  North Korea

         ·  Myanmar/Burma

         ·  Sudan

         ·  Syria For the following countries as well, we cannot organize safe transportation and can’t service them at this point sadly.

         ·  Liberia

         ·  Libya

         ·  Somalia

         ·  Yemen

         ·  Parts of Ukraine (Crimea region, Zip codes 95000-99999)

I’m looking to save some money. Can I get free shipping?

Who doesn’t love free shipping? To help you out, we offer FREE Standard Ground Shipping on all U.S. merchandise orders $50 and over (excluding taxes). This is only applicable during certain time periods and does not include during holiday times.


I just made an order but I want to cancel it, what’s the deadline for canceling my order?

First of all, we are so sorry that your order didn’t work out for you. Make sure to browse our site to see if there isn’t another product that can help you out. You have up to one hour after you make your purchase to cancel your order. After that, your order is already being processed and we cannot cancel it. I just ordered some product(s).

When are you guys going to ship them to me? 


We try to process quickly so we can so you can get those new pieces to your beauty routine as soon as possible! Our processing time is 2-3 business days from the day you purchased. Additional processing time is required during peak seasons and promotional periods. You will receive a confirmation email when your order is shipped. If you decide to make any major changes, please inform us within the first hour of your purchase. The sooner we know, the sooner we can start helping you out with those changes.

So I’ve ordered my product(s)... How long until my order arrives?

Depending on the shipping option you choose, your delivery time will vary. Please refer to our shipping information page for more details.

*International customers, please allow additional delivery time for customs processing and clearance. Weather conditions can affect your delivery time unfortunately. We ask for an al- lowed time of 4-10 weeks for delivery for international beauties. We promise it’ll be worth the wait!

I’m excited for my product(s) to arrive. Is there a way that I can track my package?

All U.S. shipped orders will be provided a tracking number in order to track your package conveniently. If your order is international, only select countries shipping via First Class International are provided a tracking number. If your country is not eligible for a tracking number, a Customs Number will be issued to you. This number cannot be used to track your package unfortunately.

I want to buy some product(s) for gifts. Can you send my package as a gift and lower the value?

Unfortunately, due to U.S. Postal Regulations, we are forbidden to undermine the value of your package or mark your package as a gift. All custom fees are the customer’s responsibility and Luxie, Inc. is not responsible for these fees.

Do you guys pay the custom fees of my package?

International customers– Sadly, import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs before making a purchase. Luxie, Inc. is not responsible for any additional fees or custom fees your country imposes on retrieving your package.

I really want to make sure I get my product(s). Do you offer shipping insurance?

Yes, every package that is shipped by Luxie Beauty, Inc. is covered by shipping insurance, be- cause we know the product(s) are important to you. If your package is lost, damaged, or tampered with, please contact us immediately at info@luxiebeauty.com .

I’m trying to calculate the total cost - how much will shipping cost?

Shipping fees are determined by the destination, weight of the package, and the method of delivery. But we actually have a button just for that! A useful feature of our site is the Estimate Shipping & Tax feature in our checkout. To use this feature, go to your Cart. Under Subtotal,there is a button labeled Estimate Shipping & Tax. Click on it and fill in the country, state/province and zip/post code you are shipping to to get more specific shipping cost estimate for your order.

Orders and Payments

Just to double check, how do I place an order on your website?

Here’s a quick step by step. You can place your order on our website by clicking on the product(s) you wish to purchase and click on ADD TO CART. Once you have added the desired product(s) to your cart, you can click on the link View My Cart in order to Proceed to Checkout. You will then be asked to provide your billing and shipping information in order to determine your shipping quote and credit card information. Once you have placed all your information, click on Place Your Order to complete the process. You will receive a confirmation email as soon as your order is placed.

I tried to place an order but there’s an error, what can I do?

Oh no! That’s terrible - here’s a pro-tip that hopefully work for you: clear your cookies and cache on your browser as some of these settings can be affecting your ability to checkout. If the problem still persists, please call our customer service number, 888-816-3620, or email us at info@luxiebeauty.com.

I have a gift certificate I want to use, where do I go?

Click here to put it to good use!

What types of payments do you accept?

We accept all major credit cards and international credit cards.

What if I pay using an international credit card, will I be charged in USD or my own currency?

Our system updates its exchange rates every 2 hours to ensure that we use the most current exchange rate possible when doing our conversions. So, our USD pricing will be converted to the most current exchange rate of your domestic currency at your time of purchase. If you still have some questions on our process, please don’t hesitate to call our customer service number at 888-816-3620. For our international purchase return policy, refer to the Return Policy section.

I’ve been told that my order required further verification, what’s happening?

Orders that are required further verification have been flagged by our Merchant as potential fraud risk. In order to provide all of our customers with a safe shopping experience, we require further verification in order to ensure the order is legitimate. We value your financial safety.

Products and Programs

Are there some warranties on your product(s)?

Yes, there are! Our face brushes do have a one year warranty. The warranty is only valid if it was purchased directly through Luxie, Inc. and you must provide proof of purchase when you contact us to redeem your warranty. To learn more about our warranties, visit our warranty page.

Do you have promo codes?

We do have promotion codes available. Unfortunately, you can only use one at a time and promo codes cannot be combined with programs.

Do you offer any professional discount?

Yes, shoutout to all of our pro beauties! We offer our Luxie Beauty PRO Program for a 35% Off our Luxie Beauty Private Label products.

Does Luxie Beauty test on animals?

No, we love our flurry friends. We do not endorse, condone, or support animal testing. We are cruelty free.

You guys are awesome - I want to collaborate with Luxie Beauty, who do I contact?

You can email us at marketing@luxiebeauty.com and you will be referred to our Marketing Department for further consideration. If you have a Youtube channel, please send us a link! Looking forward to learning more about you!

I used to serve, do you have a military discount?

First of all, thank you for your service. Yes, we have a military discount, where qualified members receive 20% off any product on our online catalog. You can apply for the discount in the link below. You do have to provide valid ID proof. Again, thank you for choosing us for your beauty journey. Click here to get your discount!

 

×
×