FAQ & Support FAQ & Support

CUSTOMER SERVICE

Q & A

WE'VE GATHERED THE ANSWERS TO MANY OF YOUR ONLINE SHOPPING QUESTIONS RIGHT HERE. IF YOU HAVE OTHER QUESTIONS, FEEL FREE TO CHAT LIVE WITH OUR SPECIALISTS. THEY HAVE THE ANSWERS TO EVERYTHING!

Q&A

 

Are our products available instore or solely on Luxemore.ca?
No. Our products are available online only. We do not have a storefront at this time. 

 

I saw something online that I can no longer find. What happened?
It's possible that the item has been removed from the site due to stock levels or a change in season.

 

Can I purchase online an item that is not or no longer shown on your website?
No. For special requests or specific questions about our products, please call our customer service team at 1-800-484-0453. You may also send an email or chat online with one of our agents.

 

Can you send me more information on fashion and trends?
By signing up for the Luxemore newsletter, you can be sure to receive all of the fashion information we publish. Simply enter your email address in the appropriate field located at the bottom of your screen.

 

REGISTRATION AND PERSONAL ACCOUNT

 

Do I have to create an account before making an online purchase?
NO. You are not in any way required to create an account before making a purchase online. You can  "Buy as a Guest" to skip the signup step.

What is the difference between "signing in" and being "a guest"?
Creating an account on the Luxemore website acts as a shortcut. Your profile and information are safely and securely stored, saving you from having to re-enter your information for future transactions. What's more, when you hold a Luxemore Web account, your preferences, address book, and order status information are all saved under the "Account" section.

Please note that you can also modify or delete your account at any time by contacting our customer service at our toll-free number 1-800-484-0453.
When you shop "as a guest," you will need to fill out the order form for each transaction and re-select your preferences each time you visit.

Do I have to purchase items added to my shopping cart?
No. You are in no way obliged to purchase items added to your bag during your visit to our website.

How can I remove items from my shopping cart?
It's very easy to remove selected items from your shopping bag. Simply select the "My Cart" tab and follow the instructions.

Can I leave the Luxemore website if I have unpurchased items in my shopping bag?
You can leave the Luxemore website at any time you like, even if you have added items to your bag that you did not purchase.

 

BILLING

 

Which payment methods are accepted at Luxemore?
We accept the following payment methods:

  • Paypal
  • Credit Card (Visa Credit & Debit, MasterCard Credit & Debit, American Express, Discover and Union Pay)
  • Visa Checkout

How can I change or cancel an existing order?
To change or cancel an order, you must contact us before you receive email confirmation that your order has shipped. If you have already received a shipping confirmation, you must return the merchandise as soon as you receive it or call our customer service team at 1-800-484-0453. You may also send an email or chat online with one of our agents.

 

SHIPPING

 

What are the shipping rates?
Shipping will be specified for each item on checkout.

When will my order be delivered?
Regular shipping and shipping to store takes anywhere from 1-4 weeks in Canada and it may also depend on availability. The shipping of certain items could take longer.
If no delivery date is selected, the virtual gift card will be sent by email within 48 hours of purchase.

Do you ship outside Canada?
Our Luxemore.ca site ships to Canada and the USA.

I need my order faster. Do you offer express shipping?
We are currently unable to offer express shipping.

Can I have my order shipped to another address than my home address?
Yes. You may have your orders shipped to any valid address you choose. First, enter the shipping address in the "Shipping and Payment" section and then later on in the checkout process you can indicate your billing address.

Can I have items in the same order shipped to more than one address?
No. For the time being, items in the same order cannot be delivered to more than one address.

Can I track my package? How?
As soon as your order ships, you will receive an email containing a direct link to the shippers website, which will allow you to track your package.

Can I make a purchase online and have it shipped to a Luxemore store?
Not at this time. We do not presently have a physical location.

 

RETURNS AND REFUNDS

 

How do I get an in-store refund for an item I purchased online?
When you go to the store, be sure to have the item you wish to return and the original receipt on hand to make the transaction easier.

How do I locate a Luxemore store so that I can get an in-store refund?
We do not presently have a physical location. We are online only.

If an item isn't right for me, what do I do?
First, you must return the item to receive a refund. Then you must submit a separate order for the new item you wish to purchase. Don't hesitate to contact our customer service team for assistance, either by phone at 1-800-484-0453, by email, or by chat.

If I want to make a return, will I have to pay shipping?
Returns should be ship back to the address on the package. If you are not certain. Please contact us directly at 1-800-484-0453.

How long do I have to request an exchange or a return for items purchased online?
For regularly priced items, you have a period of 21 days following the date of receipt and for sale items, you have a period of 10 days.

 

SECURITY AND CONFIDENTIALITY

Are my purchases on www.Luxemore.ca secure?
Yes, absolutely. The www.Luxemore.ca website is hosted on an SSL secure server, meaning that all the data you send us online is encrypted and fully protected. Even if you pay by credit card, you must provide your credit card number for each purchase. As an additional security measure, no confidential data is stored on our server.

CUSTOMER SERVICE

Q & A

WE'VE GATHERED THE ANSWERS TO MANY OF YOUR ONLINE SHOPPING QUESTIONS RIGHT HERE. IF YOU HAVE OTHER QUESTIONS, FEEL FREE TO CHAT LIVE WITH OUR SPECIALISTS. THEY HAVE THE ANSWERS TO EVERYTHING!

Q&A

 

Are our products available instore or solely on Luxemore.ca?
No. Our products are available online only. We do not have a storefront at this time. 

 

I saw something online that I can no longer find. What happened?
It's possible that the item has been removed from the site due to stock levels or a change in season.

 

Can I purchase online an item that is not or no longer shown on your website?
No. For special requests or specific questions about our products, please call our customer service team at 1-800-484-0453. You may also send an email or chat online with one of our agents.

 

Can you send me more information on fashion and trends?
By signing up for the Luxemore newsletter, you can be sure to receive all of the fashion information we publish. Simply enter your email address in the appropriate field located at the bottom of your screen.

 

REGISTRATION AND PERSONAL ACCOUNT

 

Do I have to create an account before making an online purchase?
NO. You are not in any way required to create an account before making a purchase online. You can  "Buy as a Guest" to skip the signup step.

What is the difference between "signing in" and being "a guest"?
Creating an account on the Luxemore website acts as a shortcut. Your profile and information are safely and securely stored, saving you from having to re-enter your information for future transactions. What's more, when you hold a Luxemore Web account, your preferences, address book, and order status information are all saved under the "Account" section.

Please note that you can also modify or delete your account at any time by contacting our customer service at our toll-free number 1-800-484-0453.
When you shop "as a guest," you will need to fill out the order form for each transaction and re-select your preferences each time you visit.

Do I have to purchase items added to my shopping cart?
No. You are in no way obliged to purchase items added to your bag during your visit to our website.

How can I remove items from my shopping cart?
It's very easy to remove selected items from your shopping bag. Simply select the "My Cart" tab and follow the instructions.

Can I leave the Luxemore website if I have unpurchased items in my shopping bag?
You can leave the Luxemore website at any time you like, even if you have added items to your bag that you did not purchase.

 

BILLING

 

Which payment methods are accepted at Luxemore?
We accept the following payment methods:

  • Paypal
  • Credit Card (Visa Credit & Debit, MasterCard Credit & Debit, American Express, Discover and Union Pay)
  • Visa Checkout

How can I change or cancel an existing order?
To change or cancel an order, you must contact us before you receive email confirmation that your order has shipped. If you have already received a shipping confirmation, you must return the merchandise as soon as you receive it or call our customer service team at 1-800-484-0453. You may also send an email or chat online with one of our agents.

 

SHIPPING

 

What are the shipping rates?
Shipping will be specified for each item on checkout.

When will my order be delivered?
Regular shipping and shipping to store takes anywhere from 1-4 weeks in Canada and it may also depend on availability. The shipping of certain items could take longer.
If no delivery date is selected, the virtual gift card will be sent by email within 48 hours of purchase.

Do you ship outside Canada?
Our Luxemore.ca site ships to Canada and the USA.

I need my order faster. Do you offer express shipping?
We are currently unable to offer express shipping.

Can I have my order shipped to another address than my home address?
Yes. You may have your orders shipped to any valid address you choose. First, enter the shipping address in the "Shipping and Payment" section and then later on in the checkout process you can indicate your billing address.

Can I have items in the same order shipped to more than one address?
No. For the time being, items in the same order cannot be delivered to more than one address.

Can I track my package? How?
As soon as your order ships, you will receive an email containing a direct link to the shippers website, which will allow you to track your package.

Can I make a purchase online and have it shipped to a Luxemore store?
Not at this time. We do not presently have a physical location.

 

RETURNS AND REFUNDS

 

How do I get an in-store refund for an item I purchased online?
When you go to the store, be sure to have the item you wish to return and the original receipt on hand to make the transaction easier.

How do I locate a Luxemore store so that I can get an in-store refund?
We do not presently have a physical location. We are online only.

If an item isn't right for me, what do I do?
First, you must return the item to receive a refund. Then you must submit a separate order for the new item you wish to purchase. Don't hesitate to contact our customer service team for assistance, either by phone at 1-800-484-0453, by email, or by chat.

If I want to make a return, will I have to pay shipping?
Returns should be ship back to the address on the package. If you are not certain. Please contact us directly at 1-800-484-0453.

How long do I have to request an exchange or a return for items purchased online?
For regularly priced items, you have a period of 21 days following the date of receipt and for sale items, you have a period of 10 days.

 

SECURITY AND CONFIDENTIALITY

Are my purchases on www.Luxemore.ca secure?
Yes, absolutely. The www.Luxemore.ca website is hosted on an SSL secure server, meaning that all the data you send us online is encrypted and fully protected. Even if you pay by credit card, you must provide your credit card number for each purchase. As an additional security measure, no confidential data is stored on our server.

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