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FAQ

General

What is Luxley?

Founded in 2014, Luxley is a new luxury e-commerce fashion venture reaching consumers around the globe with its free worldwide shipping. Luxley offers exclusive sales up to 50% off retail and has an extensive collection of leading international luxury brands and the latest products across apparel and accessories categories for both women and men. The multi-brand retailer has all its products specially curated by the in-house fashion expert, with only the items that meet Luxley’s stringent standards being selected.

Who should I contact if I have any questions?

The Luxley team is always happy to help, and we’ll do everything in our power to provide solutions to your queries! We have several options available for you:

  1. You could refer to our informative FAQ for details
  2. You can contact our friendly Customer Support Team at +852 3956 5422 (10am – 6pm GMT+8, Monday to Friday, excluding Public Holidays)
  3. WhatsApp us at +852 5688 8870
  4. Email us at support@www.luxley.com

Orders

Do I need to have an account to order?

Luxley is a member-only platform and as such you will need to have an account to order. This allows us to control what is stocked in order to be able to offer you exclusive sales with the very best prices on your favorite luxury items. This also allows for:

  • Continued access to upcoming exclusive promotions and sales
  • A faster checkout
  • Quick access to your order status and purchases
  • Easy tracking of Returns and Exchanges

How do I place an order?

Orders are placed via our website www.luxley.com.

Should you encounter any problems when placing your order please feel free to contact our friendly Customer Support Team, which will be delighted to assist you.

Can I amend/cancel my order after I've placed it?

If you wish to change or cancel an order shortly after placing it, please contact our friendly Customer Support Team. Our team will try and accommodate your request be it a change of address or canceling of your order.

Be advised this may only occur if your order has not been shipped out yet.

As such, please check your order details before proceeding to the payment checkout. We try our best to process your order as soon as possible, therefore, please contact us as soon as possible.

Can I return an item for an exchange instead of a refund?

If you would like to return an item for an exchange, please contact our friendly Customer Support Team and we will help you resolve your issue. The price difference between the original item and the new item will be refunded or charged. All exchanges are based on stock availability.

What can I do if I never received an order confirmation email?

Please contact our friendly Customer Support Team and we will confirm the status of your order.

Shipping

Where does Luxley ship to? What are the delivery times?

Luxley provides free express shipping worldwide to over 100 countries and territories. We limit our express delivery times to a maximum of 5 working days; with most of our shipments being delivered in only 2 – 3 working days, so that you may enjoy your purchase as soon as possible.

You can view all currently available shipping destinations and delivery times below. If your desired shipping destination is not presently available, please contact us and we will work to tailor a solution for you.

Luxley delivery times

*Please note that orders may take up to 24 hours to process before shipping.

  • If for any reason we anticipate a delay beyond our quoted delivery times, due to extreme adverse weather conditions, for example, our Customer Services team will get in touch with you.

Can I have my products delivered to an address different to my billing address?

If you wish to deliver your goods to a location that is different to your billing address, you may. All you need to do is enter the alternate delivery address you require on the delivery section of the checkout process.

What about Customs, Duties and Import Taxes?

Customs policies vary widely from country to country. Some delivery destinations will have additional charges for customs clearance, import duties or local taxes. These duties and sales taxes are calculated on the site at checkout, depending on where your order will be delivered. Details can be seen on the checkout screen during purchase.

Can I choose to pay the duties and taxes myself?

At Luxley, we choose to have all duties and taxes paid before delivery to simplify your shopping experience. We do this for a number of good reasons:

  • Couriers commonly levy extra charges for billing you directly the cost of duties and taxes.
  • If the courier does not provide this service, you would have to go to your local customs department to process payment of duties and taxes, as well as pick-up the item yourself.
  • Customs policies vary widely from country to country, and are constantly changing. Customers will pay the estimated duty and tax displayed at checkout, and if these have increased, these will be paid by Luxley.

Why have I not received a paper receipt?

In an effort to go green, and look after the world we live in, Luxley has decided to go paperless. You will, however, receive a receipt via email.

Payments

What payment methods are accepted?

At Luxley, we offer several payment methods, to ensure a more convenient experience. We accept the following payment methods:

  • All the main credit cards (VISA, Mastercard and AMEX),
  • Alipay
  • WeChat payment
  • UnionPay
  • Tenpay
  • Paypal
  • Cash on delivery (Hong Kong Only)
  • Direct bank transfers.

Items will not be shipped until the transaction has been cleared.

Secure Payments

To ensure that all payments by card are authorised by the cardholder and to prevent online fraud, all orders placed with Luxley undergo extensive security checking. Please ensure that the Billing Address entered during checkout is the address where the payment card you use is registered. You are able to select a delivery address different to your billing address (for instance, for gifts) during the checkout process.

Insurance

All Luxley goods remain the property of Luxley until payment has been received in full and the goods have been delivered or collected. Luxley ensures all items are insured against theft and accidental damage at no extra cost to the customer until the purchase has been delivered to you.

In the unlikely event your goods arrive in a damaged condition, please contact our Customer Services team within 30 days of the delivery. You will also need to ensure that all original packaging is kept (both outer shipping packaging and internal contents), and that all security and designer tags are not damaged.

If you believe there is a discrepancy in the contents of an order you have received, please contact our Customer Services team within 48 hours receipt of your delivery.

Delivery

What should I do if my order hasn't been delivered yet?

Keep in mind that the estimated delivery time is usually 1-5 working days from the date the order is confirmed.

At Luxley we work hard to ensure your orders get to you as soon as possible. We try our best to get you your items as soon as possible.

To check your order status click on “Track Your Order”. If the tracking system has not answered all your questions please do not hesitate to contact our friendly Customer Support Team with any concerns. Simply state your Order ID so that we can check your delivery status with our courier.

Can I track the delivery of my order?

Yes!
You can track your order on our website. Simply click on “Track Your Order” and input your tracking number which will be sent to you. You will also receive live updates on your shipping status.

When are shipping notifications sent?

You will receive notification triggers that will inform you on your shipping status. You will receive the following possible notifications:
1. In Transit
The courier just picks up the shipment, or when tracking information becomes available.
2. Out for Delivery
The shipment has arrived recipient’s nearest local station and is about to deliver.
3. Delivered
The shipment is delivered.
4. Failed Delivery Attempt
Recipient is not there when delivering the shipment. Usually a notice is left at the door.

What happens if I'm not in when my order arrives?

Don’t worry!
You will usually be contacted via phone by our delivery partners or they will re-attempt delivery at another time. The best way to ensure a successful delivery is to provide us with the address that you will be at during delivery time. The exact delivery time frame may differ and is subjected to the respective express couriers.

Returns & Refunds

What is Luxley's Return policy?

At Luxley, customer satisfaction is our priority. However, if you are unsatisfied with your purchase, we will happily facilitate a return and full refund provided that:

  • The product is returned to Luxley within 30 days of your receipt of delivery.
  • The security tag is not removed or damaged.
  • All tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes are intact and returned together with the product item(s).
  • The product item does not fall within the category of “Excluded Items
  • The product item(s) is in Sellable Condition.
  • A completed Return Form is included, which you can find here.

For full details of Luxley’s return policy, please click here.

How do I submit my return?

Returning an order at Luxley is very easy. Fill out the Return Form and include it when returning the package to our address at:

1-3 Mody Road, Yes & Right House, 4th Floor, Tsim Sha Tsui, Hong Kong.

Once you have shipped the package, email us your Luxley order number and let us know the courier you used as well as the tracking number to make sure we receive the package within 30 days of your receipt of delivery. Once we receive the package we will promptly process your refund after item inspection.

Are there are return/exchange fees?

There are no return fees involved whatsoever. However, you will be responsible for any and all shipping costs when returning an order. When doing so, we will require a tracking number so that we can follow its status back to our warehouses.

Please note that you will be responsible for the product item(s) until they have been delivered to our warehouses. Therefore, we strongly recommend one of our trusted delivery partners, and to include their insurance option for peace of mind:

  • FedEx
  • DHL
  • UPS
  • Toll

What about if I paid taxes and duties on a purchase I want to exchange/refund?

If your purchase involved any taxes and duties, you will need to contact your country’s customs department to process a refund for the total amount of your taxes and duties.

Where can I find a Return Form?

Here! Please complete the Return Form and include it in the return package. Returns or exchanges which arrive at our warehouses past 30 days of your receipt of delivery may be accepted at the sole discretion of Luxley.

What if the item(s) I received are defective/incorrect/damaged?

Before dispatch, all of our merchandise undergoes extensive quality controls and are thoroughly checked for any faults.

Nonetheless, please be advised to check your purchased item thoroughly once delivered before removing any tags, accessories, certificates, warranties, care instructions, product labeling, authenticity cards, extra buttons, dust bags, boxes.

In the unlikely case that you receive your purchased item in a less than perfect condition please contact our friendly Customer Support Team immediately. We may ask you to provide photographic support regarding Defective Merchandise. Once your case has been approved we will promptly refund your order via your original payment method.

Can I return an item for an exchange instead of a refund?

We currently do not provide direct item exchanges, however if you would like to exchange your item, you can simply return your original order and we will promptly process a refund via your original payment method. You can then make a new order for your desired item.

Exotic Leathers

Is it legal to purchase exotic leather products?

Any and all products available at Luxley made with exotic leathers are in full compliance with regulations set forth by CITES, (the Convention on International Trade in Endangered Species of Wild Fauna and Flora).

Return policy of exotic leathers (Excluded Items)

Products marked as including exotic leathers are more fragile than other traditional leathers. As such, exotic leathers have to be treated with special care including regular cleaning and conditioning. Additionally, exotic leathers should not be exposed to prolonged sunlight.

Due to their delicate nature and the special care these products require, exotic leather products are clearly classified as Excluded Items. As such, they will not be subject to our return policy and all sales will be final.

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