FAQ

Welcome to Luxiienza!

We're here to help you find the information you need about our products, orders, shipping, returns, and refunds. Please review the following frequently asked questions before placing an order. If you need further assistance, our customer support team is available to help.

1. Where Do You Ship?

We currently offer shipping to eligible delivery addresses within the United States.

Please make sure your recipient name, street address, city, state, ZIP code, and contact information are accurate and complete when placing your order.

Available shipping options are determined by your delivery address and order details. Please review the options available at checkout before completing your purchase.

2. How Much Does Shipping Cost?

We currently offer the following shipping options for eligible orders within the United States.

Standard Shipping

  • Shipping Fee: $3.99

  • Eligible Order Value: $0.00–$38.99

  • Estimated Delivery Time: 10–15 business days

Free Shipping

  • Shipping Fee: Free

  • Minimum Order Value: $39.00

  • Estimated Delivery Time: 10–15 business days

The applicable shipping fee and available shipping method will be displayed at checkout before you complete your purchase.

Please review your order subtotal and shipping charges carefully before submitting your order.

3. How Long Will My Order Take to Arrive?

The estimated delivery timeframe for both available shipping options is 10–15 business days.

  • Standard Shipping: 10–15 business days

  • Free Shipping: 10–15 business days

These timeframes are estimates and are not guaranteed delivery dates. The actual arrival time may vary depending on order processing, carrier operations, weather conditions, holidays, transportation disruptions, and other circumstances.

Please refer to your order confirmation and any shipping notifications for information specific to your purchase.

4. Can I Change or Cancel My Order After Placing It?

If you need to change or cancel an order, please contact our customer support team as soon as possible.

Email: service@luxiienza.com

Please include your order number and the email address used at checkout so we can identify your order.

We will review the order status and explain whether the requested change or cancellation can be accommodated. Once an order has entered processing or has been shipped, changes or cancellations may no longer be possible.

Any cancellation, refund, or other rights available under applicable law remain unaffected.

5. Can I Change My Shipping Address?

If you notice an error in your shipping address, please contact us as soon as possible at service@luxiienza.com.

Address changes may be possible before an order has been processed or dispatched. However, we cannot guarantee that a change can be made once processing or shipment has begun.

Please carefully verify your delivery address and contact information before completing your purchase.

6. Can I Track My Order?

If tracking information is available for your shipment, we will provide it through the applicable shipping notification or order communication.

Tracking details may take time to appear or update after shipment.

If you cannot locate your tracking information or have questions about your delivery, please contact service@luxiienza.com.

To help us investigate, please provide your order number, the email address used at checkout, and your tracking number if available.

7. Can I Return an Item?

Return eligibility, applicable deadlines, item condition requirements, and return procedures are explained in our Return & Refund Policy.

Please review that policy before making a purchase.

If you wish to return an item, contact our customer support team before sending it back. We will review your request and provide instructions regarding the applicable return procedure and return destination.

Items that are damaged, defective, or different from what was ordered will be reviewed based on the circumstances and handled in accordance with our policies and applicable law.

Nothing in our return policy is intended to limit any rights you may have under applicable law.

8. Who Pays for Return Shipping?

Responsibility for return shipping costs depends on the reason for the return and the applicable terms of our Return & Refund Policy.

Please review that policy for details about return shipping fees and any applicable conditions.

If you receive a damaged, defective, or incorrect item, contact us before returning it. Our team will review the issue and explain the appropriate next steps.

We will handle eligible claims in accordance with our policies and applicable law.

9. What Should I Do If My Item Arrives Damaged, Defective, or Incorrect?

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact our customer support team.

To help us review the issue, please provide the following information where applicable:

  • Your order number

  • The name of the affected item

  • A description of the problem

  • Photos of the item and packaging, if available

Email: service@luxiienza.com

Please keep the item and its packaging until you receive further instructions, where reasonably possible.

After reviewing the information, we will explain the appropriate next steps based on the circumstances, our policies, and applicable law.

10. How Are Refunds Processed?

Refund eligibility and procedures are governed by our Return & Refund Policy and applicable law.

If a refund is approved, it will be handled according to the applicable refund procedure and payment provider requirements.

The time required for a refund to appear in your account may vary depending on your payment method, financial institution, card issuer, or payment service provider.

If you have questions about a refund, please contact us with your order number and the email address used at checkout.

11. What Happens If My Package Is Delayed or Undeliverable?

If your package has not arrived within the estimated delivery timeframe, or tracking information indicates a delivery problem, please contact our customer support team.

Please include your order number and tracking number, if available, so we can review the information and explain the next steps.

Delivery delays, unsuccessful delivery attempts, or returned packages may require additional arrangements depending on the circumstances.

Any applicable additional charges or shipping arrangements will be reviewed in accordance with our policies and applicable law.

12. Can I Send a Return to Your Business Address?

Please contact our customer support team before returning any item.

If your return is approved, we will provide instructions regarding the appropriate return procedure and return destination.

Please do not send returned items to our business address unless our customer support team has specifically confirmed that it is the correct return destination.

Our business address is provided for company identification and correspondence purposes. It is not necessarily the return shipping address.

13. How Can I Contact Luxiienza?

If you have questions about our products, orders, shipping, returns, or refunds, please contact us using the information below.

Brand Name: Luxiienza

Company Name: Wuxi Risilishuo Technology Co., Ltd.

Customer Support Email: service@luxiienza.com

Phone: +86 510 81152823

Business Address:

3rd Floor, R&D Building, No.576 Xida Road, Xinwu District, Wuxi, Jiangsu Province, China

When contacting us about an existing order, please include your order number and the email address used at checkout so we can assist you more efficiently.

Please contact our customer support team before returning an item to receive the appropriate instructions.

Thank you for choosing Luxiienza. We appreciate your trust and are committed to providing clear information and helpful customer support.