How long do shipments take to be delivered?

After you placed your order, it will be transferred to "Processing". This process can take up to 72 hours to complete. After the "Processing" phase is completed, your order will be ready for shipment. We will send you the tracking number via the email that you used when placing your order. Please keep track of which email you used when creating your order, this is the only place you can access your tracking number.

Delivery time will take up to 7-12 business days. We do not ship on weekends as delivery services do not work. Since an order needs up to 4 weeks to be delivered, please do not email us about delivery times until this time frame has been passed.

You can find more information about our Shipping Policy here.

How do I track my order?

After we have shipped your order, an email update will be sent titled "A shipment from order #******* is on the way". You will find your tracking number and information inside this email. You can also access tracking information by visiting our Tracking page. Simply paste in your tracking number, and see the status of your shipment. Shipping will take 15-20 business days, so please do not email about not receiving your package until the 3-4 weeks have passed.

The email you placed your order with is the only place your tracking number will be sent to so please make sure you used an email that you check frequently.

Please note after receiving your tracking number it can take up to 2-3 days for the tracking to update and come online.

Why is my tracking not updating?

Sometimes orders can become delayed for various reasons. Random checks through customs, weather, postage strikes. Please note that tracking will be updated once your package gets scanned again once it moves to its next warehouse on its pathway to you. If your package is delayed due to external shipping companies, there is no way for us to speed this process up for you.

What shipping service do you use and how do you determine the price?
We use a small shipping service called Yanwen and E-packet to ship orders mainly to North America, Europe, and Oceania. We offer FREE Shipping on all orders.

Why was my order not shipped in one package?
Due to the weight and size of packages, it would be costly for us to send in 1 single package. It's actually cheaper with our shipping method to send the packages in two or more different packages. This varies from product to product though. In most cases, if the product is small enough, we will ship in the same package. This allows us to have cheaper prices across the store.

What payments do you accept?
You can feel confident in purchasing from luxitte as we accept payment via PayPal, Visa, Mastercard and American Express debit and credit cards as well as Shop Pay, Apple Pay and Google Pay. So you can choose the one that best suits you.

I've changed my mind, I'd like to cancel my order. How do I do this?
Due to the fact we use out of office shipping, we can not guarantee we can cancel your order in time. Regardless, you will need to email us as soon as possible after placing your order with the subject line saying "CANCEL". This will allow our customer service team to sort the emails every morning by that term to quickly let our shipping team know to cancel the order. Again, this needs to be done as quickly as possible. We are not able to refund an order that has been shipped.

Please be informed that a management, processing and transaction fee (10% of your total order value) will be applied for the cancellation.
Full refund only applies to switching orders. Once you place new orders, our system will automatically cancel old orders and refund 100%.

Our email is hello@luxitte.com,

My product came damaged, what should I do?We at luxitte try our best to sell high-quality and useful items, although sometimes an order may come damaged or defective. If this has happened you will have to email us. Don't forget to tell us about your problem and to attach photos/videos which can clearly show the issue.
There are 2 options we can offer you. We can either send you a replacement order or you can return the order to us to receive a full refund. If you choose to return the order you will need to provide us photo evidence that you indeed shipped and returned the package to us.
We will provide a return address upon request. Please note that you can only choose one of the above options.

If you would like to ship back your product that is not damaged or defective we will not be covering any return fees but you will receive a full refund upon arrival of your package.

You can find more information about our Return Policyhereor contact us via email form at the bottom of this FAQ page.

 Zipcode does not match error. Why is this happening?This error typically occurs when the billing address entered does not match what is on file with your financial institution.
Firstly, please attempt your order again with updated billing information. Please be informed that you need to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification.
Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting better support, please contact your issuer bank to figure it out.

I created my order with the wrong shipping address, what should I do?If you applied the wrong shipping address to your order, you will need to contact us immediately by sending us an email to hello@luxitte.com and provide us with your correct shipping address. Hopefully, we will be able to change this for you.
If your order has been shipped out already, we apologize - there is nothing we can do in regards to refunds or re-sending packages.
You can try calling your local postal service and with your tracking number that was emailed to try and get them to re-route the package. Since we ship from overseas you will need to wait until the package has entered your country before being able to re-route the shipment.

How safe is purchasing from your store?We at luxitte follow the industry's best practices and make sure our store follows the current laws set for e-commerce.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Are you able to see my Credit card or payment information?No, no employee or owner at luxitte is able to see your credit card or payment information.

Our store is hosted on Shopify Inc. They provide us with an online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases, and the general Shopify application. They store your data on a secure server behind a firewall.

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.comm/legal/terms) or Privacy Statement (https://www.shopify.comm/legal/privacy).


You can find more information about our Privacy Policyhere.