Welcome to our FAQ page!

Below you’ll find answers to the most common questions about ordering, shipping, returns, and more. If your question isn’t answered here, feel free to contact us at info@tryluxora.store or +44 7401 867353 — we’re happy to help!

ORDERS

Can I change or cancel my order after it's been placed?

We understand mistakes happen! Please contact us within 24 hours of placing your order at info@tryluxora.store. If your order has already been processed or shipped, we unfortunately cannot make changes or cancel it.

Where is my order confirmation?

You’ll receive a confirmation email shortly after placing your order. If you don’t see it, please check your spam or junk folder. Still no luck? Contact us and we’ll resend it.

What if I received the wrong item?

We’re so sorry about that! Please email us at info@tryluxora.store with your order number and a photo of the incorrect item, and we’ll make it right.

SHIPPING

Where do you ship to?

We currently ship to the United Kingdom.

How much is shipping?

Shipping is free on all orders within the United Kingdom.

How long will my order take to arrive?

Processing time is 1–2 business days. Delivery typically takes 5–7 business days after dispatch. In total it might take 6-9 business days for your order to arrive.

Can I track my order?

Yes! Once your order has been shipped, you’ll receive an email with tracking details. You can track your package via our tracking portal using your tracking number.

My package hasn’t arrived — what should I do?

If your order hasn’t arrived within the expected timeframe, please contact us at info@tryluxora.store Be sure to check with neighbors or your local courier as well.

RETURNS & REFUNDS

What is your returns policy?

We accept returns within 30 days of delivery, provided the item is in unused condition with original tags and packaging.

How do I start a return?

Just send an email to info@tryluxora.store with your order number and reason for return. We’ll provide the return address of the nearest warehouse and full instructions.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is incorrect or damaged.

Are there restocking fees?

No, we don't charge any restocking fee.

How long will it take to receive my refund?

Refunds are processed within 14 business days of receiving and inspecting your return.

PRODUCT ISSUES

My item arrived damaged. What now?

We’re sorry to hear that! Please email us at info@tryluxora.store with photos and a description of the damage. We’ll take care of it quickly.

What if my item has a manufacturing defect?

If your product is defective or experiences issues during the warranty period, contact us and we’ll guide you through the repair, replacement, or refund process according to our warranty policy.

PAYMENTS

What payment methods do you accept?

We accept:

• Credit/Debit Cards (Visa, MasterCard, American Express, UnionPay)
  
• Shop Pay
• Apple Pay
• Google Pay

Are payments secure?

Yes! All payments are processed through a secure SSL-encrypted payment gateway.

Do your prices include tax?

Yes, VAT is included for all UK orders. For international orders, local duties or taxes may apply and are the responsibility of the customer.

What if my payment is declined?

Double-check your card details and try again. If it still doesn’t work, contact your bank or email us for support.

COMPANY INFO

Business Name: Luxora
Company Registration Number: 16366647
Business Address: Office 7826 321-323 High Road, Chadwell Heath, Essex, RM6 6AX, United Kingdom
Email-Address: info@tryluxora.store
Telephone number: +44 7401 867353

Any questions? Check out our Frequently Asked Questions Or contact us via our Contact page.