FAQ

Account Information

UPDATE OR FORGOTTEN PASSWORD

If you want to change your password, or have forgotten it, go to the first page where you LOG IN and click on "Forgot Password". It will walk you through the process in 2 easy steps, then hit submit and it's complete

UPDATING YOUR SHIPPING ADDRESS

When you make a purchase, it saves all of the shipping addresses you have used. You will be able to view and add or change an address each time. Click on the words "View Address" and you can insert a new address.

PLACING AN ORDER

Luxu Brands International, Inc., features a simple 3-step checkout process.
Step 1: "Shipping", enter your shipping address.
Step 2: "Billing", choose the credit card you chose to use. Enter your payment information. Enter a separate billing address if different than your shipping address. Each time you place an order you have the opportunity to add or delete a shipping address.
Step 3: Review your order summary. If you have a promo code or gift card, you may enter it here. Click the "Submit" button to complete checkout and submit your order.

USING A PROMOTIONAL CODE

Promotional codes cannot be combined. Codes must be used before they expire. The free sample code cannot be combined with any other promotional code.

WHAT SHOULD I EXPECT AFTER I HAVE COMPLETED MY ORDER?

Once your order has been successfully submitted, you will automatically receive a Thank You email that includes your order number. We encourage you to print or save the Thank You page and Order Confirmation email for your records.

HOW DO I KNOW THAT MY ORDER HAS SHIPPED?

We will email you as soon as your order ships. The notice will also contain a tracking link within the email that you can click on for more detailed shipping information.

TO REVIEW YOUR ORDER

To review the details of orders, either current or in your history, pull the order number that is sent within each confirmation email. Go to "My Account" and you can view the list of all purchases by order number. Click on the order number you are looking for to get more detailed information.

Orders shipping to addresses in the following states are subject to that states sales tax: CA, TX, FL, NY, IL, CT, NJ, WA, MA, PA, AZ, OH, TN, MI, GA, MN, NC, MO, WI, OK, AR, KY.

E-Gift Cards

EXTENDED TERMS & CONDITIONS

Your Luxu Naturals E-Gift Card may be used to purchase any merchandise online at luxubrandsusa.com
Purchase or use of Luxu Naturals E-Gift Cards constitutes acceptance of all terms and conditions.
Treat and safeguard your Luxu Naturals E-Gift Card like cash. Luxu Brands International, Inc., and its brands is not responsible for lost or stolen e-gift cards.
When you make a purchase with your Luxu Naturals E-Gift Card number, the value of your purchase plus any shipping/handling fees and sales tax, if applicable, will be automatically deducted from your E-Gift Card number balance.
If the value of your Luxu Naturals E-Gift Card is greater than the amount of your total purchase, you will be able to use the remaining balance for future purchases, subject to these terms and conditions. If the value of your Luxu Naturals E-Gift Card is less than the amount of your total purchase, you must use a credit card or other payment method available at luxubrandsusa.com in order to complete your purchase.
The Luxu Naturals E-Gift Cards are non-refundable, are not redeemable for cash, cannot be replaced if lost, stolen, or destroyed, and cannot be resold or transferred for value, except where required by law.
Once a Luxu Naturals E-Gift Card is activated it is not transferable to anyone else.
The Luxu Naturals E-Gift Cards do not have activation charges or service fees.
Luxu Brands International, Inc., and its brands reserve the right to close customer accounts and request alternative forms of payment if a fraudulently obtained Luxu Naturals E-Gift Card is redeemed on purchases through luxubrandsusa.com.
If you return merchandise originally purchased with a Luxu Naturals E-Gift Card, any refund will be issued in the form of Luxu Naturals store balance, which may be used online at luxubrandsusa.com.
The Luxu Naturals E-Gift Cards cannot be used to purchase other gift cards.
Promotions and other special offers may not be used to purchase Gift Cards.
Any merchandise purchased with a Luxu Naturals E-Gift Card is subject to the Luxu Brands International, Inc., return policies.
Luxu Naturals E-Gift Card are only available in pre-set denominations. Luxu Naturals does not offer custom e-gift card value at this time.
Your Luxu Naturals E-Gift Card never expires.

Payments

WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept Visa, MasterCard, American Express, Discover Card, and Diner's Club. When your credit card is authorized, funds are put on hold until the transaction is completed. All purchases require bank authorization prior to shipping. Only authorized orders will be processed and shipped. Your billing information must be exactly as it appears on your credit card statement. If any numbers are different, the order cannot be processed. Be sure to correctly spell city names and avoid using abbreviations (unless that is how it appears on your statement). Contact your financial institution if you need the exact billing address associated with your credit card. For your security, Luxu Brands International, Inc., requires you to enter your 3- or 4-digit card identification number (CID/CVN/CVV/CVC) on all orders for Visa, MasterCard, American Express, and Discover transactions.

WHY WAS MY CREDIT CARD DECLINED?

If a debit card or check card is used to make a purchase at Luxu Brands International, Inc., and the purchase is not accepted for any reason, please be aware that most banks will continue to hold the 'authorized' funds (counting against the account balance until the authorization clears) even if the order is not accepted. The most common reason for a failed transaction is that the billing address entered does not match the billing address for the debit/check/credit card being used for payment. Luxu Brands International, Inc., uses an Address Verification System (AVS) that will reject any transaction for a billing address mismatch for security measures. Lux Brands International, Inc., does not have the capability nor is it obligated to release the bank's temporary hold of authorized funds. Since Luxu Brands International, Inc., does not have the capability to release the bank's temporary hold of funds, Luxu Brands International, Inc., cannot be held responsible for the policies of the customer's banking institution regarding the holding of authorized funds. Please note that authorization fund holds last for varying periods, depending on the issuing credit card company's policy. This period may last as little as three days or as long as several months. If such a situation arises, we suggest that the customer contact the issuing credit card company or bank directly

General Product Information

ARE YOUR PRODUCTS SAFE?

All Luxu Naturals products are nontoxic, chemical fragrance-free, paraben-free, phthalate-free, and mineral oil-free. All ingredients and formulations are rigorously screened to ensure they fall into our rigorous guidelines and manufacturing are properly addressed in regards to safety and environmental concerns.

ARE YOUR PRODUCTS VEGAN OR ANIMAL-TESTED?

All Luxu Naturals products contain no animal ingredients or by-products in the manufacturing process or final product and no animal testing is involved in any part of the process.

ARE YOUR PRODUCTS SAFE TO USE AROUND THE EYES?

Yes, our products are safe to use around the eyes. However, we advise avoiding getting the product directly into the eyes.

ARE YOUR PRODUCTS SAFE FOR PREGNANCY?

There are no Federal standards or definitions that govern the use of the term "hypoallergenic.” Manufacturers of cosmetics labeled as hypoallergenic are not required to submit substantiation of their hypoallergenic claims to the FDA. However, all of our products have been reviewed for safety, which includes tests for allergens. Our ingredients are completely hypoallergenic. As always, we advise you to check labels to ensure personal allergens are not present and consult with your physician.

IS YOUR PACKAGING RECYCLABLE OR SUSTAINABLE?

Yes, all of the main components of our primary packaging are recyclable and the outer cartons of all of our secondary packaging are made from recyclable paperboard. With all our primary and secondary packaging, we'll make a commitment to always choose the most environmentally friendly materials, consumer-friendly components, and always safe clean naturals ingredients.

Returns

RETURNS & EXCHANGES

If you are not completely satisfied with your Luxu Naturals purchase for any reason, you are able to return it for a refund within 30 days from the ship date. All returns will be refunded to the credit card that was used to process the order.

To initiate a return, visit our Return Portal under our FAQ page, and follow the instructions.
Please read our Return Policy to ensure accuracy and procedure.
If you are having any trouble or have any further questions, please contact Customer Service at 833-LUXU4ME or (833-589-8463) or e-mails us at customerservice@luxubrandsusa.com. If the return has not been approved through Customer Service, the return will not be accepted. Please return the product within 7 business days of receiving your Merchandise Return Label. If a gift with a purchase was included with the order, please send back the gift with the purchased item along with the returned item. We will not refund an order unless all items including gifts are returned as well. When the product is returned to our facility, it may take 48-72 hours to process your refund. After your return is processed, you will receive a refund confirmation email.

Only items purchased on luxubrandsusa.com may be returned or exchanged. Currently, Luxu Naturals products are sold exclusively at luxubrandsusa.com and through various Social e-commerce sites. Luxu Naturals does not have any other authorized resellers or distributors in the United States or abroad. Products purchased through luxubrandsusa.com may not be returned or exchanged at any retail location.

Shipping Cost & Time

Luxu Brands International, Inc., offers FREE US Shipping on all orders over $50 (before tax & shipping, after promotional discount). No promotion code is required. All orders placed by 10 AM PT Monday - Friday will be shipped the same day. Orders placed after 10 AM PT will be shipped on the next business day.

Estimated Shipping Times:

-Free USPS Shipping - $0.00 (2-8 business days) on orders over $50 (before tax & shipping)
-Standard USPS Shipping - $5.00 (2-8 business days)
-FedEx 2day - $14.00 (2 days) NO SATURDAY DELIVERY
-FedEx Overnight - $25.00 (1 day) NO SATURDAY DELIVERY

(Estimated delivery time for AK, HI, and Puerto Rico is 7-12 days. The estimated delivery time for 2day and overnight shipping to AK & HI is 3 business days. We do not offer 2day or overnight shipping to Puerto Rico.)

BUSINESS DAYS & HOLIDAYS

All orders ship Monday - Friday, excluding United States federal holidays. For Standard 3-5 Day shipping, 2-Day, and Overnight Shipping, orders must be placed by 2 PM EST to be processed on the same business day otherwise they will be processed the next business day.

DOES LUXU BRANDS INTERNATIONAL, INC., SHIP INTERNATIONALLY?

Unfortunately, we do not ship internationally at this time.

DOES LUXU BRANDS INTERNATIONAL, INC., SHIP TO MILITARY ADDRESSES?

luxubrandsusa.com ships to all stateside locations. All shipments to APO, FPO, and DPO addresses are sent via USPS. Due to military handling time, delivery to some destinations may take up to 21 days.

DOES LUXU BRANDS INTERNATIONAL, INC., SHIP TO PO BOXES?

Go to USPS.com and click "Find Zip Codes". You can enter the first line of your street address, city, and state, and USPS will return the standard zip code and correct entry of your city, state, and zip code combination.

If your question(s) have not been addressed here, kindly e-mail our customer service.

We'll get back to you within 24 Hrs.

FAQ