Thank you for shopping with Luxene Beauty. This policy applies to orders placed directly through LuxeneBeauty.com.
Quick Facts
- Orders are processed within 1 to 2 business days, then shipped via standard carrier (3 to 8 business days) or expedited service where available.
- Free standard shipping on US orders of $100 or more.
- Orders cannot be changed or canceled once confirmed. Please review your order carefully before checkout.
- Missing a package? See Delayed or Missing Shipments below, or contact us at service@luxenebeauty.com.
- Want shipping updates by text? You can opt in to order and shipping notifications via SMS at checkout or in your account settings.
Order Confirmation
After your order is successfully placed, you will receive an order-confirmation email containing your order number and order details.
Please review your order carefully before completing your purchase and check your confirmation after the order is submitted.
An order-confirmation email confirms that we received your order. It does not mean that your order has shipped.
Order Processing
Orders are generally processed within one to two business days, excluding weekends and major US holidays.
Orders placed during product launches, promotions, holidays, or other periods of unusually high volume may require additional processing time.
Processing time is the time required to prepare an order for shipment. It is separate from the carrier's estimated transit time.
Once your order has been prepared for shipment, you will receive a shipping-confirmation email containing tracking information. If you've opted in to SMS notifications, you'll also receive a text when your order ships.
Orders containing multiple products, bundles, preordered items, or backordered items may be shipped separately. You will receive tracking information for each shipment when available.
Order Changes and Cancellations
Please review your order carefully before completing your purchase. Orders are submitted to our fulfillment process shortly after they are placed and cannot be changed or canceled once the order has been confirmed.
This includes changes to:
Products or quantities; Promotional or discount codes; Payment methods; and Shipping addresses.
Sending an email to Luxene Beauty does not pause order processing or guarantee that an order can be changed or canceled.
If you no longer want an order after it has been placed, you may request a return after delivery in accordance with our Returns & Refunds Policy. Return eligibility, customer-paid return shipping, non-refundable original shipping charges, and any applicable hygiene and return-processing fee will apply.
Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address and email address at checkout.
Please verify the recipient's name, street address, apartment or suite number, city, state or province, postal code, country, email address, and telephone number before submitting your order.
If you realize that you entered an incorrect or incomplete shipping address, contact us at service@luxenebeauty.com as soon as possible. We will make a reasonable effort to assist, but we cannot guarantee that an address can be corrected before the order is processed or shipped.
Sending an address-correction request does not pause fulfillment, redirect the package, or confirm that the address has been changed. An address change is confirmed only if you receive written confirmation from Luxene Beauty.
Once an order has been processed or transferred to the shipping carrier, it cannot be redirected or modified by Luxene Beauty.
Luxene Beauty is not responsible for delays, failed deliveries, lost packages, or packages delivered to an incorrect address when the address submitted with the order was incomplete or incorrect.
If a package is returned to Luxene Beauty because of an incorrect or incomplete address, an unclaimed delivery, a refused delivery, or another circumstance attributable to the customer, the original shipping charge will not be refunded. Any additional shipping cost required to resend the order will be the customer's responsibility.
Where We Ship
Luxene Beauty ships throughout the United States, including Alaska, Hawaii, and eligible US territories.
We also ship to select international destinations shown at checkout. Available countries and shipping services may change without notice.
We currently do not ship to PO boxes or APO/FPO addresses.
Some products may not be eligible for shipment to certain destinations because of carrier or regulatory restrictions.
US Standard Shipping
US orders of $100 or more qualify for free standard shipping unless otherwise stated during a promotion or at checkout.
Standard delivery generally takes three to eight business days after the order has been processed and transferred to the carrier.
Delivery times are estimates and are not guaranteed. Weekends, holidays, weather, carrier delays, and other circumstances outside Luxene Beauty's control may affect delivery.
Expedited Shipping
When available, expedited shipping rates are calculated at checkout based on the destination, selected service, and current carrier rates.
Expedited shipping affects carrier transit time only. It does not eliminate or shorten order-processing time.
Orders placed after the shipping cutoff time, on weekends, or on holidays will begin processing on the following business day.
Expedited shipping charges are non-refundable unless Luxene Beauty failed to use the shipping service selected by the customer.
Carrier delays do not qualify for a refund of expedited shipping charges.
Shipping Carriers
Luxene Beauty uses carriers including USPS, UPS, DHL, and other delivery providers.
The carrier selected at checkout or shown in an order confirmation may be changed when necessary to complete delivery efficiently. A comparable shipping service will be used when available.
Tracking Your Order
Tracking information will be emailed (and texted, if you've opted in to SMS) after your order ships. Please allow up to 48 hours for the carrier to update the tracking record.
Carrier tracking may occasionally show limited or delayed movement while a package is in transit.
Estimated delivery dates displayed by a carrier are estimates and are not guaranteed by Luxene Beauty.
Delayed or Missing Shipments
If tracking has not updated for several business days or your package has not arrived within the carrier's expected delivery period, please contact the carrier first and then email us at service@luxenebeauty.com.
Please include your name, order number, shipping address, and tracking number.
Luxene Beauty will assist with reviewing the shipment and, when appropriate, opening a claim with the carrier. Carrier investigations may require additional time and must be completed before a replacement or other resolution can be considered.
A shipment is not considered lost solely because it arrives later than the carrier's original estimated delivery date.
Packages Marked Delivered
If tracking shows that your package was delivered but you cannot locate it:
Verify the shipping address on your order confirmation.
Check all entrances, porches, mailrooms, parcel lockers, and other secure delivery locations.
Ask members of your household, neighbors, building management, or front-desk staff whether they accepted the package.
Allow one additional business day, as some carriers may mark packages as delivered shortly before they arrive.
Contact the shipping carrier for delivery details.
If the package is still missing, contact us at service@luxenebeauty.com within seven days of the recorded delivery date.
Luxene Beauty will review the circumstances and assist with a carrier inquiry when appropriate. A replacement or refund is not automatic and will depend on the results of the investigation and the circumstances of the shipment.
Luxene Beauty is not responsible for packages lost or stolen after confirmed delivery to the address provided with the order, except where otherwise required by law.
Damaged Shipments
The shipping carton is intended to help protect the product packaging during transit. However, minor dents, scuffs, creases, or other cosmetic damage to the exterior product box may occur and do not necessarily indicate that the product itself is damaged.
If the product inside the shipping carton arrives damaged, contact us at service@luxenebeauty.com within seven days of delivery.
Please retain the product, all product packaging, the shipping carton, and the shipping label. Include the following with your claim:
Your name and order number; A description of the damage; Photographs of the product; Photographs of the product packaging; Photographs of the exterior shipping carton; Photograph showing the shipping label.
Do not discard damaged products or packaging until Luxene Beauty has completed its review. We may require this information to submit a claim to the carrier.
Verified damaged, defective, or incorrect products will be handled according to our Returns & Refunds Policy.
International Orders
(Consolidated from the original's four separate sections: International Shipping, International Duties/Taxes/Customs Fees, Refused and Unclaimed International Shipments, and International Delivery Risk. Nothing removed, just grouped under one header with subheads so international customers aren't hunting across the page and domestic customers can skip it entirely.)
Domestic Taxes
Applicable sales tax will be calculated at checkout based on the shipping destination and applicable laws.
Shipping & Delivery
International shipping charges are calculated at checkout based on the destination, package, and available carrier service.
International delivery times vary by destination and may be affected by customs processing, local delivery practices, holidays, weather, or other circumstances outside Luxene Beauty's control.
Delivery estimates do not include the time required for customs clearance.
Duties, Taxes, and Customs Fees
International orders may be subject to import duties, customs charges, taxes, brokerage fees, or other fees imposed by the destination country.
Unless expressly stated at checkout, these charges are not included in the product price or shipping charge and are the customer's responsibility.
Luxene Beauty does not control these charges and cannot predict their amount. Please contact your local customs authority for more information before ordering.
Luxene Beauty will accurately describe and declare the contents and value of international shipments. We cannot mark an order as a gift or reduce its declared value.
International shipping charges, customs duties, taxes, brokerage fees, and similar charges are non-refundable, except where otherwise required by law.
Refused or Unclaimed Shipments
Customers are responsible for accepting delivery and paying any duties, taxes, customs charges, or other fees assessed by the destination country.
If an international shipment is refused, unclaimed, or returned because required fees were not paid, any refund will be considered only after the package is returned to and inspected by Luxene Beauty.
Original shipping charges, return-shipping charges, customs charges, duties, taxes, brokerage fees, and other costs incurred in recovering the shipment may be deducted from any eligible refund.
If the package is abandoned or destroyed by the carrier or customs authority instead of being returned to Luxene Beauty, the order may not be eligible for a refund.
Delivery Risk
International shipments pass through multiple carriers and customs authorities. Although the shipping carton is intended to protect the product and its retail packaging, Luxene Beauty cannot guarantee that the exterior product box will arrive without cosmetic damage.
Damage to the product itself should be reported within seven days of delivery. Minor cosmetic damage to the exterior product box, when the product remains undamaged and usable, does not qualify as product damage.
Returns
Shipping charges and returns are governed by our Returns & Refunds Policy.
Customers are responsible for arranging and paying for standard return shipping. Original shipping charges are non-refundable.
Opened or used FIRMAGLOW® devices are subject to a $20 hygiene and return-processing fee because they cannot be restocked or resold.
Luxene Beauty covers applicable return shipping only for products verified as defective, damaged upon arrival, or incorrectly shipped.
Purchases From Other Retailers
This policy applies only to orders placed directly through LuxeneBeauty.com.
Orders placed through Amazon or another retailer are subject to that retailer's ordering, shipping, delivery, and return policies. Please contact the original retailer for assistance.
Contact Us
For questions about an order or shipment, contact:
We generally respond within two business days. Please include your full name and order number so we can assist you as efficiently as possible.
Sending an email does not pause order processing, cancel an order, redirect a shipment, or guarantee that an order change can be completed.
Nothing in this policy limits any rights or remedies available to consumers under applicable law.