Times and shipment costs
Luxuby has worked with DHL logistics service for many years. DHL manages our warehouse and also our shipments abroad.
Orders will be processed and shipped within 3 days of receipt of payment.
The order is confirmed as soon as we receive the payment (status “confirmed”) and our logistic warehouse starts preparing it (status “working on”). A “working on” order can be cancelled but it’s not possible to add or remove single articles. When the order is “Ready” (ready to be shipped), it is not possible to make any more changes to it.
For orders under €2,500, shipment costs will be calculated automatically where clients choose to use our shipment services. For orders over this amount, our customer services will calculate the exact shipment cost and contact the customer concerned prior to shipment.
Clients may also choose to use their own courier service: in this event, clients must ensure that our customer services receive all the relevant information in advance.
For USA customers the delivery time is about 2 weeks, New York landed duty paid.
Returns and Refunds
Luxuby accepts returns within 3 days of the delivery of the order. The procedure for returning merchandise is as follows:
a.The customer must first send a request for acceptance of the return.
b. The request is then confirmed by our customer services by e-mail who also issue a returns code.
c. The goods must be returned together with a copy of the e-mail confirmation containing relevant returns acceptance code.
d. Our logistics confirm return delivery of the package.
e. Confirmation is sent to the customer that the goods received match the returns request.
f. A credit note or a refund is issued in the customer's name.
If the order is damaged or incomplete for internal reasons (e.g. incorrect quantities shown as available in the website) a credit note will be immediately issued for the customer.