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FAQs

OH NO! I NEED TO MODIFY MY ORDER!
Please note that we are only able to make changes to your order if it has not been fulfilled yet. If you want to change anything in your order, please contact us via email (support@shopluxierose.com) within 24 hours after placing your order. If the order has been shipped, we unfortunately can no longer make modifications to your order

HOW DO I KNOW MY ORDER HAS BEEN CONFIRMED?
You will receive an email containing the details of your order. In this mail, you will be provided with a unique Order ID (e.g. #LYEXXXX), and a listing of the item(s) you have ordered.

WHAT SHOULD I DO IF I DIDN'T RECEIVE A CONFIRMATION?
We always recommend to our valued customers to check their SPAM/FOLDER if you have not received an order confirmation. If you still do not see it there, please feel free to contact our Support team at support@shopluxierose.com and we’ll send it to you right away.

DO YOU SHIP INTERNATIONALLY?
Yes! We are proud to serve customers worldwide for most of our orders (unless specified on the product page) so it's very likely we can ship to your country. If you're in doubt, please send us an email to support@shopluxierose.com and we'll quickly let you know.

WHY DIDN'T MY ORDER ARRIVE IN ONE PACKAGE?
Luxie Rose partners with merchants and artisans globally in order to provide you the best prices and the most interesting products. This means orders containing multiple items may be shipped individually.

You may receive an item before the next so don't panic if you don't receive all of your items at once as the others are on the way. Nothing means more to us than bringing our customers great value and service. If you do not receive all your purchases within 6 weeks, please contact us so we can take a look at your order.

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED TO ME?
Please allow 3-5 business days for processing your order. After which, your order will be ready to ship out. It usually takes between 2-3 weeks for shipping to the US and 3-5 weeks for international shipping, depending on your location and stock status. Please note that delivery time may be longer due to the high demand for our items.

If you haven't received the package in 6 weeks, please contact our Support Team and we will look into it.

HOW DO I TRACK MY PACKAGE?
Please email us to ask for your tracking number. Once you have it, you can simply enter the tracking number here.

If you're still not sure, just email us. We're happy to help

WHY CAN'T I TRACK MY ORDER ON THE WEBSITE?
Please note that the tracking information will be displayed after 3-5 days of placing an order. Therefore, if you can't find tracking information about your package, please try again 1-2 days later

HELP! THERE'S A PROBLEM WITH MY SHIPMENT!
If there's an issue with your package, please contact our Support Team (support@shopluxierose.com). Please be sure to include your order and tracking numbers, a brief explanation of the problem, and any case or reference numbers you have started with the carrier.

WHAT IF I RECEIVED A DAMAGED PRODUCT?
We always try to look for the highest quality products for our customers. However, there are many factors that might have resulted in your products being damaged in transit. If this happens, we are truly sorry.

Please email us at support@shopluxierose.com and tell us your order number and what happened to the product. If it complies with our Return/Refund policy we will gladly send you a new item. For additional details please check our Return/Refund Policy.

WHAT IS YOUR REFUND POLICY?
If the order did not arrive please contact us and we will look for a solution as soon as possible. There are two types of items Luxie Rose sells, and they have slightly different Refund Policies:

Retail Items: If the product does not satisfy you, please email us so that we may decide to refund. If the item it is defective, we will either replace it at no cost for you, or you can send it back to us so that we may decide for a full refund. These have a full 30-day refund guarantee in case of a defective item.

Free Promotional Items: Due to the nature of free promotional items, there is no refund applicable because you are not paying for the item. You pay for shipping, but that cost is not refundable because it goes towards actually shipping the item.
If you have a question about your return, contact us at support@shopluxierose.com.

WHAT PAYMENTS METHOD CAN I USE?
We accept payments from all the credit card types (Visa, Mastercard, Maestro, Amex, Discover, JCB, Diners Club). We also offer payment through Paypal.

WHERE CAN I ENTER MY PROMOTIONAL CODE?
When you click “CHECK OUT” button, in your shopping cart, you will see the information about your order in the right column. You'll see, on the right side also, a section called “Discount” that has a special field for that purpose. Enter your promo code then click the “Apply” button.

If you are shopping on a mobile platform you'll see a discount field at the top, when you reach the payment section.

WHERE DO YOUR ITEMS COME FROM?
Luxie Rose is all about bringing you unique and specialty items that you won't find anywhere else. So we source items from all over the world. To keep a diverse group of products you will love, we go far and wide to find the best manufacturers designing the coolest stuff.

STILL HAVE QUESTIONS?
Sure, no problem! You can contact us by sending an email to support@shopluxierose.com.

We respond to most emails within 24h, but if you don't get a response from us, please check your spam bin!

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