1. Order Processing
Orders are processed after successful payment confirmation. Processing times may vary depending on order volume, product availability and other operational circumstances. Customers will receive applicable order communication using the contact information provided at checkout.
2. Shipping and Delivery
Once an order has been processed, it is handed to the applicable delivery or courier service. Delivery time depends on the shipping destination and the courier's operating conditions. Any delivery estimate shown during checkout or in order communications is an estimate and not a guarantee.
3. Tracking
Where tracking is available, tracking information may be provided after the order has been dispatched. Tracking updates are supplied by the applicable courier and may take some time to appear or update.
4. Delivery Delays
Delays may occur because of weather, holidays, high shipping volumes, courier disruptions, incorrect or incomplete delivery information, regulatory requirements, or other circumstances beyond our reasonable control. We will assist with delivery enquiries where possible.
5. Incorrect or Incomplete Delivery Information
Customers are responsible for providing accurate delivery information at checkout. If an address or other delivery detail is incorrect or incomplete, contact LUXENIVION Support as soon as possible. Changes may not be possible after an order has entered processing or dispatch.
6. Lost, Missing or Damaged Shipments
If your order appears to be lost, missing or arrives damaged, contact our support team with your order number and relevant details. We may request photographs or other information where necessary to investigate the issue with the delivery service.
7. Undeliverable or Returned Shipments
A shipment may be returned to the sender when delivery cannot be completed, including where delivery information is insufficient or repeated delivery attempts are unsuccessful. Contact Support if your shipment is returned so that the available options can be reviewed.
8. Shipping Charges
Any applicable shipping charges will be displayed during the purchasing process or at checkout before an order is completed. Shipping charges may vary according to the order and delivery destination.