Frequently Asked Questions
How long will my order take to arrive?
Most orders are expected to arrive within approximately 6–15 business days after dispatch. Delivery times can vary depending on the product, destination, carrier, customs processing, public holidays, and other factors outside our control.
Do you offer free shipping?
We currently offer free standard shipping within New Zealand. Shipping options for other destinations, where available, will be shown at checkout.
Where do your products ship from?
Some LUXION products are fulfilled directly by our international fulfilment partners and may ship from overseas warehouses.
Will I receive tracking information?
Where tracking is available, we’ll send tracking details after your order has been dispatched. Tracking information may take a little time to update after the parcel enters the carrier network.
Why might items in the same order arrive separately?
Some products may be fulfilled by different suppliers or warehouses. If that happens, your order may arrive in more than one parcel and at different times.
What should I do if my order is delayed?
If your order has not arrived within the estimated delivery period, contact us at luxionds94@gmail.com and we’ll investigate with the fulfilment provider or carrier.
What if my item arrives damaged, faulty, or incorrect?
Contact us as soon as reasonably possible at luxionds94@gmail.com with your order number and photos or video where relevant. We’ll work with you to provide an appropriate remedy.
Can I return an item if I change my mind?
We may approve a change-of-mind return if you contact us within 14 days of delivery, the product is unused and in resaleable condition, and all original components are included. Some hygiene-sensitive products may not be eligible once opened or used.
Will my consumer rights still apply?
Yes. Nothing in our policies limits any rights or remedies available to you under applicable consumer protection laws.
Are there any customs duties or import charges?
This depends on the destination and fulfilment method. Where additional charges may apply, they will either be shown at checkout or handled in accordance with the shipping method used.
How do I contact LUXION?
Email us at luxionds94@gmail.com