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Use Code luxenaturewholesale15 for 15% off on orders over £300.00

HELP & FAQ

MY ORDER

Refunds 

Due to the hygienic nature of the products, purchases made are nonrefundable and nonexchangeable for ANY reason.

Therefore, will be a final sale.

Exchanges

We only replace items if it arrives damaged. Contact us immediately with your order number, photos of damaged items, and name of product so that we may issue store credit for replacement. Since products sell out quickly, we cannot guarantee your item will be available so we will only issue store credit. 

Please contact us at info@luxenatureskincare.com

What to do if I received the wrong item?

If you have received the wrong product, you must contact us within 5 days after delivery date to be eligible for an exchange. After 5 days, we can’t offer you an exchange.

Please contact us at info@luxenatureskincare.com

Need to cancel my order!

Once your order is placed, you may not cancel since all orders are final sale.

My order did not go through, but I was still charged.

When this occurs, the transaction is pending in your account. Depending on your bank and the day of the week, the money goes back into your account shortly after.

Please contact your institution for any questions regarding this. 

SHIPPING

When will my order ship?

Here’s how it works: you order, we process, then we ship.

Processing may take up to 2-5 weeks for private label and bulk wholesale orders (excluding holidays & Saturday-Monday). Our working days are Monday-Friday 9 to 5 pm UK time. You will receive a shipment notification email with a tracking number as soon as your package ships. Shipping usually takes 2-5 days, but will depend on the Countries, delivery service and any delays that may occur.

Do you ship internationally?

Yes we do! We offer fast international shipping with optional insurance to protect packages. 

What if my package is lost or damaged?

Although, each order is packaged with love and care. We understand that unfortunate events can occur in transit.

For orders under £50 please contact a consultant from the delivery service (UPS or USPS) for assistance in filing claims or locating packages. If they are unavailable, please contact us so that we may find a solution for you.

If your order is above £50 and is missing, please first contact the delivery service (USPS or UPS) to help locate the package and wait 2-3 days before contacting us.

After 3 days and no sign of your package or if it has arrived damaged, please email us at info@luxenatureskincare.com for further assistance.

What if I put the wrong address?

If you placed an order with the wrong address and it has already been shipped out. We have no way to redirect the package and will have to wait until the packaged is returned to our warehouse before we can resend. There is a reshipping fee and no refunds.

PRODUCT

We HIGHLY suggest doing a small patch test for allergic reactions as we are not responsible for any reactions or medical complications while using our products. We list all ingredients in the product’s description, please be mindful when ordering.

Will my product melt/dry/freeze/expire/etc.?

If the product is introduced to excessive heat or cold for short periods of time, it will not impact the product’s efficacy, though it may result in a thicker or thinner texture.

While the products do not have a formal expiration date, it is generally recommended to be used within 8-12 months after opening for best product quality. Our products do not contain any preservatives.

 

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