Question & Answer
Shipping & Taxes
Q: “How do you deliver the items?“
Stock in Japan: We will deliver directly from our Japan warehouse.
Stock in China: We will deliver directly from our China warehouse.
All products are subject to formal customs clearance. Please be assured that we will help to handle the customs clearance procedure.
Stock in China: We will deliver directly from our China warehouse.
All products are subject to formal customs clearance. Please be assured that we will help to handle the customs clearance procedure.
Q: “How much is the cost of shipping?”
We have two self-operated warehouses in China and Japan. Depending on the shipping location and receiving location, different shipping fees will be generated.
You can check on the 【About shipping fee】 page for more information.
You can check on the 【About shipping fee】 page for more information.
Q: “What is your delivery lead time?”
It will be shipped within 24 hours after payment confirmation (excluding weekends and holidays).
It will take 3-10 days to reach you (depending on your location).
It will take 3-10 days to reach you (depending on your location).
Q: “What do you use to deliver items?”
For orders outside Japan, we deliver via DHL Express.
For orders in Japan, we use Yamato Transport or Japan Post.
For orders in Japan, we use Yamato Transport or Japan Post.
Q: “Who will pay the tax?”
The items sold on the LuxUness website (including auction items) do not include consumption tax, customs duties and shipping costs.
If the corresponding taxes and fees are incurred, the customer will be responsible for it.
If the corresponding taxes and fees are incurred, the customer will be responsible for it.
Payment
Q: “What payment methods are accepted?”
Credit Card
Paypal
Bank transfer
Apple Pay
Google Pay
LuxUness website is built on Shopify, which manages the entire payment process. Please feel free to use it with confidence.
If you encounter any payment issues, please don't hesitate to contact us. We are happy to assist you.
Paypal
Bank transfer
Apple Pay
Google Pay
LuxUness website is built on Shopify, which manages the entire payment process. Please feel free to use it with confidence.
If you encounter any payment issues, please don't hesitate to contact us. We are happy to assist you.
Q: “Will my order be shipped after payment?”
After the payment is confirmed, the order will be shipped within 24 hours. Tracking number of the order will be provided accordingly.
Returns and Refund
Q: "Can I return an item?"
We pay close attention to quality and condition checks, but if the product is defective or there is a discrepancy from the ordered product, please contact us within 7 days after the product arrives.
After receiving the return and confirming the claims, we will exchange it for a non-defective product.
A refund will be made if an exchange is not possible.
If a customer returns due to their convenience, a 10% restocking fee will be charged from the product price (tax included).
Please note that we cannot accept returns without prior notice or by payment.
We offer a 14-day return service upon delivery to our verified contractors.
Please be sure to contact info@luxuness.com for any returns.
After receiving the return and confirming the claims, we will exchange it for a non-defective product.
A refund will be made if an exchange is not possible.
If a customer returns due to their convenience, a 10% restocking fee will be charged from the product price (tax included).
Please note that we cannot accept returns without prior notice or by payment.
We offer a 14-day return service upon delivery to our verified contractors.
Please be sure to contact info@luxuness.com for any returns.
Q: "Who will pay for the shipping fee of returned items?"
If an order is cancelled due to customer's convenience, the customer will bear shipping fee for return.
If the product is confirmed defective or there is a discrepancy from the ordered product, LuxUness will pay for the shipping fee for return.
If the product is confirmed defective or there is a discrepancy from the ordered product, LuxUness will pay for the shipping fee for return.
Q: "How is the money refunded?"
After LuxUness receives the return and confirms the claims, we will refund your payment to your account within 3 work days.
LuxUness will bear the cost of remittance.
