Welcome to the Luxueur FAQ page. Here you'll find answers to our most commonly asked questions. If you can't find what you're looking for, feel free to contact our customer support team—we're always happy to help.
1. How long does shipping take?
Orders are processed within 1–3 business days after payment confirmation.
Estimated delivery times:
- South Africa: 2–5 Business Days
- Southern Africa: 4–8 Business Days
- International: 7–15 Business Days
Delivery times may vary during holidays or due to courier delays.
2. How can I track my order?
Once your order has been shipped, you'll receive a confirmation email with a tracking number.
Please allow up to 24 hours for tracking information to become available.
3. Do you ship internationally?
Yes! We proudly ship to many countries worldwide.
Please note that international customers may be responsible for customs duties, import taxes, or other fees required by their local authorities.
4. What payment methods do you accept?
We accept secure payments through major debit and credit cards, as well as other payment methods available during checkout.
All transactions are encrypted to ensure your personal information remains secure.
5. Can I cancel or change my order?
Orders can only be cancelled or modified before they have been processed or shipped.
If you need to make changes, please contact us as soon as possible after placing your order.
6. What is your return policy?
Eligible items may be returned within 14 days of delivery, provided they are unused and in their original condition.
For hygiene reasons, opened skincare products and worn or altered wigs cannot be returned unless they are defective or incorrect.
Please visit our Returns & Exchanges page for complete details.
7. What should I do if I receive a damaged or incorrect item?
If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.
Include:
- Your order number
- Clear photos of the item
- Photos of the packaging (if applicable)
Our team will resolve the issue as quickly as possible.
8. Are your wigs made from human hair?
Product specifications are listed on each product page.
Please review the product description carefully to see whether the wig is made from 100% Human Hair, Synthetic Fiber, or a premium blend.
9. How do I care for my wig?
To extend the life of your wig:
- Store it on a wig stand when not in use.
- Use products specifically designed for wigs.
- Avoid excessive heat unless the wig is heat-resistant.
- Wash gently according to the care instructions provided.
Proper care helps maintain softness, shine, and longevity.
10. Are your skincare products authentic?
Yes. At Luxueur, we are committed to offering genuine, high-quality skincare products sourced from trusted suppliers.
11. How do I know which product is right for me?
Each product page includes detailed descriptions, key features, ingredients (where applicable), and usage recommendations to help you make an informed decision.
If you need additional assistance, our customer support team is happy to help.
12. Do you offer discounts or promotions?
Yes! We regularly run special promotions, seasonal sales, and exclusive offers.
Subscribe to our newsletter and follow our social media channels to stay updated on the latest deals.
13. My package says delivered, but I haven't received it.
Please first check with household members, neighbors, or your building reception.
If you're still unable to locate your package, contact the courier and then reach out to our support team. We'll assist you in investigating the delivery.
14. How can I contact Luxueur?
Our customer support team is here to help with any questions regarding your order or products.
Email: support@luxueur.store (Update this if you use a different support email.)
We aim to respond to all inquiries within 24–48 business hours.
Still Have Questions?
We're always happy to help! If you couldn't find the answer you were looking for, please reach out to our support team, and we'll get back to you as soon as possible. Thank you for choosing Luxueur.