FAQ
DELIVERY & SHIPPING
Where do you ship to?
We ship to all destinations in the UK.
How long will it take to get my order?
Orders will be dispatched within 1-3 Business Days, and shipping will take around 5-9 business days depending on your shipping location.
Why does it show delivery, but I did not receive?
Please check your mailbox thoroughly and ask your neighbors if they have your package. For more details, you can contact the courier company, and of course you can also contact us for help.
What happens if my package is lost or stolen?
Once your items are delivered, we are not liable if they are stolen, lost or damaged. If your tracking number shows that your package was delivered but you did not receive it, please allow an additional 1-3 days for delivery before contacting your local carrier for more information.
Why is there no tracking update?
As some packages are shipped internationally, you may not see updates via local couriers until the package is cleared by local customs and entry is granted into your country. If your order is still under the estimated delivery time frame, please wait patiently. Once this process has been completed, you will be able to see tracking updates.
The tracking service shows that the attempted delivery of my parcel was unsuccessfully. What can I do?
Typically this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location.
Please contact the courier to reschedule a delivery of your package.
PRODUCT & SIZING
What size should I order?
Our size guide is a general guideline for recommending what size we think is best, but keep in mind that some pieces might fit differently depending on the styles. If you're unsure about the size, please refer to the size guide on each product page. For any other questions, please contact us with the title of the clothes and your body measurements. We'll be happy to help you find the best size for you!
What kind of warranty or guarantee do you offer on your products?
We sell products that we believe to be of high quality and reliability. Before shipping each product to our customers, our Q&C personnel will conduct detailed check of the items to ensure the high quality.
ORDERS
How do I place an order?
Step 1. Add the desired item and quantity to your shopping cart.
Step 2. Click the shopping cart icon.
Step 3. Review your order and click Checkout.
Step 4. Confirm your shipping details and payment method, and complete the payment.
How long will it take to get my orders?
We will send you an email once your order has been shipped. You can also track your order "Track Your Order" in our navigation system. still questions? Email us at support@luroxy.com to get information on your order.
Can I make changes to my order?
If you wish to cancel your order, please do so through your order confirmation email. Once your order has left the warehouse, we are unable to make any changes and you must wait until it is delivered.
RETURN & REFUND
What is your Return Policy?
We have a 30-day return policy, which means you have a maximum of 30 days from the date you've received all your purchased items in the same order to submit the return request. For more information regarding our return policy, please check it on our Return Policy Page.
What should I do if there's something wrong with my order?
Please contact us ASAP. Email us with your order number and detailed information regarding the problem and provide pictures if there is any quality issue: support@luroxy.com
When will I receive my refund?
please note the billing address entered on your order must match the billing address on file with your bank, otherwise our system might think it's fraud.
PAYMENT
What types of payments do you accept?
We accept American Express, Apple Pay, Google Pay, Mastercard, Shop Pay, and Visa.
My payment failed and what can I do?
If you are experiencing error messages when making a payment, please be sure you have entered the correct details by double-checking your information. Check with your bank to ensure there are no problems with your account. After this, please contact our customer service here and submit details, we will investigate further.
To help us resolve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can:
1. What operating system you are using (e.g. iOS, Android, Windows Vista, Mac OS X).
2. What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome).
3. What payment method you were trying (e.g. Google Pay, Visa, Net Banking).
4. A description of the problem and when the problem occurred.
5. If you receive an error message, please include it in your message to us and provide us with a screenshot if possible.
6. Include your order number and your email address.
