Customer Service

I haven't received my order yet

Delivery usually takes 4 – 6 business days but in exceptional cases it can be slightly longer. We hope you can be a little patient if there’s a slight delay.

Received wrong item

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

Your order number. You’ll find it in your order confirmation email.

A picture of the wrong product, or a link to the wrong product in our shop. This’ll help us make sure others don’t face the same problem if there’s been a mistake in the warehouse. Thanks for helping us help others! 🙂

Next, we’ll send out the correct items as fast as we can and let you know if we want you to return the wrongly delivered item(s). We’ll cover all shipping costs, of course.

Item missing from your order

If there’s an item missing from your order, please contact us and include your order number and the name of the missing item.We’ll send out a replacement immediately, and investigate what might have caused the mistake so we can avoid it in the future. Even though our warehouse team is pretty damn awesome, mistakes do happen, and we deeply apologize.

Received broken/faulty item

Everything in our warehouse goes through strict quality control.

If you’ve received a broken or faulty product, we’re terribly, terribly sorry. We’ll get this resolved as soon as possible.

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

Available payment methods

At Luxtorious we accept payments using the following payment methods:

Do you charge payment fees?

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

Luxtorious SSL certificate

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.

When will I be charged?

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.

30 days return policy

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.

Do I have to pay for return postage?

We cannot offer free return shipping right now, unfortunately.

When will I get my money back?

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.

Did my return package arrive?

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.

Do your products come with a warranty?

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

My product broke, what do I do?

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 you have a complaint

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.

Get in touch