Customer Service

A delivery usually takes up to 1 working day, but in exceptional cases it may take a little longer. In case of delays, we ask for your patience. Of course you can contact us at any time.

If you have received an incorrect item or 1 or more items are missing from your order, please contact us and provide the following information if possible:

Your order number. You will find this in your order confirmation email.

A photo of the wrong product or a link to the wrong product in our store. This process will help us ensure that others do not experience the same problem if a mistake is made in the store. Thank you for helping us help others. 🙂

We will then send you the correct items as soon as possible and let you know if we want you to return the incorrectly delivered items. We will of course refund all shipping costs.

If an item is missing from your order, please contact us and provide your order number and the name of the missing item. We will promptly send a replacement item and investigate what might be the reason for the error to avoid similar mistakes in the future. Even though our warehouse team is great, mistakes can happen and we apologize.

All items in our warehouse go through strict quality control.

If you have received a broken or defective product, we are very, very sorry. We will solve the problem for you as soon as possible.

Please contact us via our contact form and include a photo of the defective item. One of our great customer service ninjas will help you as soon as possible!

At Luxtorious we accept payments using the following payment methods:

No! You’ll never be charged payment fees for any payment method on Luxtorious!

We keep our site very safe. Whether it’s server or platform related, we always make sure to apply the newest available security upgrades and measures.

Furthermore, all our sites run in a secure HTTPS connection using a highly secure 256-bit encryption. HTTPS encryption is a secured pairing between you and our servers to make sure no one else is able to access your personal data.

You can always check if a website is using a secure HTTPS connection by noticing if they have a small lock icon and clearly written “https” in the URL. We advise you to always shop only at places with a secure HTTPS connection, this way you are always completely safe.

We only process your payment once your product’s been shipped out. Afterwards, and depending on your payment method, you’ll be charged within 1-2 business days.

Please notice that some credit cards like Mastercard and Visa, reserve the amount as soon as you place the order. This doesn’t mean we’ve charged your card yet, only that the total of the order is reserved for us.

At Luxtorious we only sell products that we have carefully selected and tested for overall quality.

Of course you have the statutory 14 day right to cancel and return your order from the day you received it, for any reason and with no justification.

But because we are so confident in our collection and want you to be 100% satisfied with your purchase, we offer 30 days to return your product. You can return your items for any reason whatsoever, or just no reason at all.

You can return an item after the statutory 14 days, provided the item has not been used (as far as is reasonably possible) and that all packaging is intact.

We cannot offer free return shipping right now, unfortunately.

Once we’ve processed your return package, we’ll send you a confirmation of receipt via email and process your refund immediately, through the payment method you selected during the return process.

We’ll notify you via email immediately as soon as your return package has arrived. If you haven’t heard from us 14 business days after sending the return package, please get in touch with our awesome customer support team.

They sure do! All our products come with a 2-year warranty. We cover anything and everything that’s not directly caused by you.

We’re really sorry to hear that! Broken products are not cool, so we’ll do our very best to make everything alright again.

Please let us know what happened and send us a photo of the broken product via our contact form. One of our awesome customer support workers will get in touch with you as soon as possible to help you out.

If there’s anything you’re not satisfied about, please contact us by sending us an e-mail or giving us a call and we’re sure we can find a solution.

Still have a question?

Please contact us for more information.

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