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 firstname.lastname@example.org
You can email us at email@example.com.
We are open from Monday to Friday from 9:30 AM to 5:00 PM Pacific Time.
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 firstname.lastname@example.org
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 email@example.com
We’re so sorry it didn’t work out we want you to love our products and to love yourself after you use them. If or any reason you have decided to return a product please reach out to our customer service at firstname.lastname@example.org before returning your item.
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 email@example.com. We will guide you through the process of correcting this issue without any of those pesky extra charges.
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 added Route Protect at checkout, simply go to https://claims.route.com to start a claim. You will need your email address and your Route or Luxie Order Number. You must start a claim within 24 hours of receiving your 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.
SHIPPING AND DELIVERY
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 firstname.lastname@example.org. Unfortunately, we don’t serve below countries due to trade embargos of the US:
- North Korea
- Syria - For the following countries as well, we cannot organize safe transportation and can’t service them at this point sadly.
- Parts of Ukraine (Crimea region, Zip codes 95000-99999)
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.
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.
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 allowed time of 4-10 weeks for delivery for international beauties. We promise it’ll be worth the wait!
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.
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.
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 are before making a purchase. Luxie, Inc. is not responsible for any additional fees or custom fees your country imposes on retrieving your package.
Yes we do. We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.
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
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.
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, email us at email@example.com.
Click here to put it to good use!
We accept all major credit cards and international credit cards, PayPal and AfterPay.
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. For our international purchase return policy, refer to the Return Policy section.
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
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.
We do have promotion codes available. Unfortunately, you can only use one at a time and promo codes cannot be combined with programs.
Unfortunately, we do not offer price matching. However, if you do purchase our products from other retailers, you will be subjected to their return policy and warranty.
No, we love our furry friends. We do not endorse, condone, or support animal testing. We are cruelty free.
You can email us at firstname.lastname@example.org 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!