FAQ

Frequently Asked Questions (FAQ)

At Luxuryzion, we are committed to a seamless and luxurious shopping experience. Below you will find answers to our most frequently asked questions. If you need further help, our customer service team is always happy to assist.

Authenticity & Products

Are your products authentic?

Yes, 100%. Every item sold by Luxuryzion is guaranteed authentic. Each piece is carefully sourced and goes through detailed quality and authenticity checks before it is dispatched to you.

Are the products new?

Yes. All items are brand new, unworn, and delivered with their original tags and packaging, including boxes and dust bags where provided by the designer.

What happens if an item becomes unavailable after I order?

Because many of our pieces are exclusive and limited, availability is verified after every order. In the rare case that an item is unavailable, we will contact you right away and offer an alternative, store credit, or a full refund, whichever you prefer.

Sizing & Fit

How do I find my size?

Please check the size guide on each product page. Designer sizing can vary between brands, so we recommend comparing the measurements with a similar item you already own.

I’m not sure which size to choose. Can you help?

Of course. Contact our team at clientservices@luxuryzion.com with the item and your usual size, and we will help you find the perfect fit before you order.

What if the size isn’t right?

No problem. You can exchange your item for a different size free of charge within 30 days of delivery. See Returns & Exchanges below.

Orders

How do I know my order was placed?

You will receive an order confirmation email as soon as your order is placed. If you don’t see it, please check your spam folder or contact us.

Can I change my order or delivery address?

Changes are possible only before your order is dispatched. Please contact us as soon as possible with your order number and the changes you need.

Can I cancel my order?

Yes, but only before it ships, usually within 2 business days of purchase. Once an order has been prepared for dispatch or shipped, it can no longer be cancelled because of the exclusive nature of our inventory. You can still return or exchange it after delivery.

Shipping & Delivery

Which carriers do you use?

We partner with leading international carriers, including UPS, DHL, FedEx, and Aramex, to ensure secure and reliable worldwide delivery.

How much does shipping cost?

Shipping costs are calculated based on your destination and order and are shown clearly at checkout before you pay, with no hidden fees.

How long does it take to prepare my order?

Orders are prepared within 2–5 business days. During this time, we verify availability, complete quality checks, and prepare premium packaging and documentation.

How long does delivery take?

After dispatch, estimated delivery times are:

• United States & United Kingdom: 3–7 business days
• Canada: 3–7 business days
• Europe: 7–14 business days
• Australia: 4–9 business days
• Rest of the World: 7–14 business days

Total delivery time = processing time (2–5 business days) + delivery time above. Delays may occasionally occur due to customs, holidays, or carrier congestion.

How can I track my order?

Once your order is dispatched, you will receive a shipping confirmation email with your tracking number. Tracking may take up to 24–48 hours to update.

Is my order insured?

Yes. Every shipment is fully insured from dispatch to delivery.

Do I need to sign for my parcel?

For your security, a signature may be required on delivery. If you are not home, the courier will leave a notice with options to rearrange delivery.

Which countries do you ship to?

We ship worldwide, except to a small number of restricted destinations due to international sanctions and carrier limitations. The full list is on our Shipping & Fulfillment Information page.

Customs, Duties & Taxes

Will I have to pay customs fees or import taxes?

No, never. All orders are shipped with duties and import taxes already paid by Luxuryzion, to every country we deliver to. What you pay at checkout is the final price.

A courier is asking me to pay customs fees. What should I do?

Do not pay. Contact us right away with your order number, and we will resolve it directly with the carrier.

Do I pay customs fees when I return an item?

No. For international returns, we provide all required customs paperwork and cover any fees.

Payments

What payment methods do you accept?

We accept the following secure payment options:

• Visa
• MasterCard
• American Express
• Apple Pay
• Google Pay

Is it safe to pay on your website?

Yes. All payments are processed through secure, encrypted payment providers, so your payment details are protected.

When will I be charged?

Your payment is taken when your order is placed. If your order is cancelled or an item is unavailable, you will receive a full refund.

Returns & Exchanges

What is your return policy?

You can return items within 30 days of delivery, provided that:

• The item is unused, unworn, and in original condition
• All tags, labels, security tags, and packaging are intact
• Footwear and accessories are returned with their original boxes and dust bags

Is return shipping free?

Yes. Once your return is approved, we send you a prepaid return label. Return shipping is free, with no customs fees.

What are my options when I return an item?

You can choose whichever suits you best:

• Exchange: We’ll send you the same item in your preferred size, or a different style of your choice.
• Store credit: You receive the full amount you paid as store credit. It never expires, so you can use it whenever you like.
• Refund: You get your money back to your original payment method.

How do exchanges work?

Exchanges are free. Once your exchange is approved, we reserve your new item, and it ships once your return has been received and inspected. If the new item costs more, you pay the difference. If it costs less, you receive the difference as store credit or a refund.

Which items cannot be returned?

• Final sale and discounted items, unless damaged or defective
• Hosiery, lingerie, and swimwear with broken hygiene seals or opened packaging
• Earrings and face masks, for hygiene reasons, unless defective
• Custom and made-to-order pieces, unless damaged or defective

How do I start a return or exchange?

1. Email refunds@luxuryzion.com or call +1 (917) 261-3586.
2. Include your order number, the reason, and your preferred option: exchange, store credit, or refund.
3. Receive your return authorization and prepaid label.
4. Pack your item securely and send it back.

Important: All returns must be pre-approved. Please do not send items to our company address.

Refunds

How long do refunds take?

Returns are inspected within 3 business days of arrival. Approved refunds are processed within 5 business days, and your bank may need a further 5–10 business days to show the funds.

How long does store credit take?

Store credit is issued within 1 business day after your return is approved and is sent to you by email.

Is anything deducted from my refund?

No. You receive the full item price. Since return shipping is free, nothing is deducted.

Damaged, Defective or Lost Items

What if my item arrives damaged or defective?

Contact us within 48 hours of delivery with your order number, a brief description, and clear photos of the item and packaging. We will arrange a free return and offer a replacement, exchange, store credit, or full refund.

What if I receive the wrong item?

Please contact us right away. We will arrange a free return and send you the correct item as quickly as possible.

What if my package is lost?

All shipments are fully insured. If a package is confirmed lost in transit, we will send a replacement at no extra cost, or a full refund or store credit if the item is no longer available.

My tracking hasn’t updated. What should I do?

If your tracking has not updated for 5 business days, please contact us and we will contact the courier directly for you.

Need Assistance?

Our team is always here to help.

• General Inquiries: clientservices@luxuryzion.com
• Refunds, Returns & Exchanges: refunds@luxuryzion.com
• Customer Care (US): +1 (917) 261-3586

Service Hours

• Phone Support: Monday – Friday, 9:00 AM – 6:00 PM (ET)
• Email Support:
  • Monday – Friday: You can email anytime, and we reply within 24 hours.
  • Saturday – Sunday: 8:00 AM – 3:00 PM (ET)

Tip: Please include your order number in every message so we can help you faster.