WE REGULARLY RECEIVE QUESTIONS FROM OUR CUSTOMERS, HERE IS THE LIST OF THE MOST FREQUENT:

FAQ | Your Questions

What are your payment methods?

We accept all major credit and debit cards, including Visa, Mastercard, American Express, as well as Apple Pay and PayPal.

Your card is debited in euros (EUR) immediately after order confirmation, before shipping.

My item still hasn't arrived, is this normal?

Your order will be shipped within 24 to 48 business hours. The delivery times indicated on the website are calculated in business days and include processing, preparation, and shipping from our warehouse.

Added to this is the carrier's estimated delivery time, depending on your location.

An email containing a tracking number will be sent to you as soon as it is shipped. You can track the progress of your package in real time via the " Order Tracking " section on our website.

I want to cancel my order, is this possible?

Yes, you have 24 hours after confirming your order to request a cancellation.
Simply contact us by email at support@luxviera.com.
We will process the cancellation and refund within 10 business days.

How to Contact You?

If you cannot find the answer to your question in this FAQ, you can contact us:

  • By email at support@luxviera.com
  • Or via the “ Contact us ” section on our website

Our customer service will respond to you within 24 business hours.

Is delivery free?

Yes, standard delivery is free for all orders, with no minimum purchase, in mainland France.
Express delivery is also available as a paid option at checkout.

What are the estimated delivery times?

Estimated delivery times by country:

  • France**: Standard (free) 5 to 11 days – Express: 2 to 4 days (€15)
  • Belgium**: Standard (free) 5 to 11 days – Express: 2 to 4 days (€15)
  • Switzerland**: Standard (free) 5 to 11 days – Express: 2 to 4 days (€15)

All orders are processed within 24 hours (Monday to Friday).

We work with reliable carriers such as Chronopost, Colissimo, DHL or their equivalents depending on the country to guarantee efficient tracking and delivery.

Changes, Returns and Refunds (Before Receipt)

Can I change my item after receiving the email confirmation?

Unfortunately, no. Once your order has been shipped from our warehouse, items are considered final and cannot be changed or exchanged until received.

I changed my mind about my article, what should I do?

If you change your mind after placing your order, please contact us by email within 2 hours of your purchase. Let us know which item(s) are affected, and we will make arrangements to adjust or cancel your order before it is processed.

After this time, the items may already be shipped, in which case a return will need to be initiated once the order has been received.

What if my product is defective?

If your product is defective, please contact us upon receipt. You will have the choice between:

  • a replacement of the identical product at no additional cost
  • a full refund once the product has been returned and inspected.

Return costs will be at our expense if the defect is confirmed.

I don't like my item, can I return it?

Yes, you have 14 days after receipt to return an item, provided it is new, unused , with the original packaging intact .

To be eligible for a full refund , the product must be in perfect condition.

Return shipping costs are covered by LUXVIERA . Please send us proof of postage by email as proof of shipment.

Changes, Returns and Refunds (after receipt)

Can I return the item and exchange it?

Yes, as long as the returned item is in perfect condition , we can offer an exchange.
Email us at support@luxviera.com , and we'll take care of the rest.

Return shipping is free , and you will not be charged for reshipping.

How long do refunds take?

Refunds are typically processed within 10 business days , depending on the payment method used for purchase . Once the refund is processed, you will receive a confirmation email.