Payment

• What payment methods do you accept?

  Singapore: Our delivery drivers accept cash on delivery and Visa/Mastercard or you can pay via your PayPal account.

  Indonesia, Thailand and Malaysia: We currently accept Visa or Mastercard.

• Do I need a PayPal account in order to purchase items?

  No, you can pay by credit/debit cards without having a PayPal account. When you are redirected to the PayPal payment page, you will be presented with two options:

  • (1) Pay as a guest (shown on the lower right hand side of page), and
  • (2) Log in to your existing PayPal account. Just click on the link on the bottom right to pay by credit/debit cards.

• Is it safe to use my credit card to purchase products?

  Absolutely. We work with Citibank and AsiaPay to ensure that your credit card information is secure. To increase your security, we do not collect your credit card information. Upon purchasing you will be redirected to the 3D secure site and asked to enter a one-time-phone pin to further enhance your security. Credit card numbers are collected by PayPal on our behalf and their privacy policies can be viewed here

Shipping

• How much is shipping?

  Singapore: FREE!!!!! As long as your order total is S$10 or more (after discounts/credits). Orders under $10 will incur a flat rate S$10 shipping charge.

  Indonesia, Thailand and Malaysia: FREE!!!!As long as your order total is S$40 or more (after discounts/credits). Orders under S$40 will incur a flat rate S$12 shipping charge.

• How many days will shipping take?

  Singapore: Luxola usually delivers all orders placed by 11:59pm on the next business day. During busy sales periods, delivery may take up to 3 business days. You will be able to select your date of delivery and time slot (morning or afternoon) upon checkout.

  Indonesia, Thailand and Malaysia: We use Singapore Post Registered Mail, Speedpost and DHL to deliver all orders within 2-8 business days.

• When do you deliver?

  We deliver Monday to Friday, 9am to 6pm Singapore time. Deliveries are made in 2 timeslots, 9am-2pm & 2pm-6pm. You will choose which timeslot (and date) works best for you upon checkout. All orders require a signature upon receipt. We are unable to redirect orders once items have been dispatched, so please ensure there is someone who can sign for your order at the specified shipping address.

• Am I able to track an order?

  Singapore: Not at this time, but please do contact us at contact@luxola.com if your order does not arrive, or if you have a question about the delivery time. Some orders may be delivered by our external courier, Xdel. If your order is with Xdel, you will receive an automated text message from them on the day of delivery with their contact details. Please contact them directly should delivery not occur.

  Indonesia, Thailand and Malaysia: Yes! You will receive a tracking number & tracking instructions on the next business day after you have placed your order with Luxola.

• Am I able to collect my order from you?

  Of course!!! We will also give you S$3 of credit on future purchases if you select this option! Upon checkout, please select the "collect from office" in the "delivery date" box. Your order can be collected between 9am-6.30pm on Monday-Friday at our office at 35C Hong Kong Street 059674.

• Do you ship overseas?

  YES! We currently ship to Malaysia, Indonesia, Thailand, Hong Kong , Philippines and Brunei. Orders over S$40 ship for free, all other orders incur a flat rate shipping fee of S$12.

Making changes to your order

• How can I change my order after it has been placed?

  You can edit your delivery address and delivery date/window under My Account -> My Orders for a couple of hours after you place your order. However once we process and pack your order, you cannot make further changes. This includes not being able to change the delivery address. This is because we work fast to ensure quick delivery of your order. Of course, you may place an additional order at any time and you can always reach us at +65 6438 6685 and we will try our best to accommodate your request.

• Can I cancel my order?

  As your order is processed immediately, you will not be able to cancel your order once you have confirmed payment.

Returns and Exchanges

• What is the return and exchange policy?

  We strive for our customers utmost satisfaction and carry only the best quality and value products. If your order is damaged or for some reason you aren’t entirely happy with the product, then we aren’t happy either. For incorrect or defective items shipped, we have a 14 day return policy upon receipt of order by the customer, subject to the following terms and conditions:

  • Item must be in their original purchase condition. All packaging must be unmarked and not defaced in any manner.
  • Items purchased as part of a set or multi-item pack have to be returned as a whole set.
  • This return policy does not apply to items which have been stated as Non-exchangeable and Non-refundable on luxola.com.

• All returns will be reviewed first by luxola.com and we reserve the right to perform remedies including:

  • Replacing the product with a new item of the same original order
  • Full refund in credit for use on luxola.com

• How do I return an item?

  For all return requests, please email us at contact@luxola.com, including your contact details, Order ID and the reason for return. Alternatively, you can reach us at +65 6438 6685. We will inform you once your request has been received and proceed with the refund if applicable.

• Where will I find my order ID/number?

  Once you have placed an order, you will receive a confirmation email from us which will have your order number on it. Please keep this in case you need to get in contact with us.

Discount Coupons, Credits and Promotions

• How do I apply Discount Coupon?

  Enter your Discount Coupon code in the 'Enter Promo Code' box on the Cart Page. Please ensure the code you entered matches exactly with the one you have received (Discount Coupon codes are case sensitive). Click 'APPLY' button after entering your code.

• Discount Coupon cant be applied to my order

  Please ensure you fulfill the requirements to use the code.

  • Check if the code has minimum order amount
  • Check if the code is only for first time customer
  • Check if the code is only valid for certain Products or Brands
  • Check the expiry date of your code

• I cant use my credits

  • Ensure you have enough credits
  • Maximum credits used is half the order total
  • Credits can not be used with discount codes

• My discount was removed from the order

  • Ensure the code is not for first time customer only
  • Ensure the code has not been used before

• Why is my Discount/Credits not reflected in the total?

  Typically, only one of Discount or Credits can be used with an order. Discount is one-time use only unless otherwise stated. Discount is not valid with sale items or with any other discount or promotion. Credits that can be used with an order is restricted to half the order total. If you believe this is not the case or have other troubles using a discount coupon-code or credits, dont hesitate to contact us.

Other

• Are your products authentic?

  Luxola only carries products which we have gotten directly from the brand or authorized distributor. All products are 100% authentic and we are the only cosmetics and skin-care site in South East Asia that is fully backed by every brand we work with.

• Is it possible to get a list of ingredients for a product?

  Please email us at contact@luxola.com and where possible we will happily provide you with this information.

• If something I want is out of stock, will you alert me when it is in stock again?

  Certainly! Simply click the "notify me when this product is back in stock" button on the out of stock item, when it comes back in, you will be the first to know!

• Can I request/suggest a product?

  Luxola would love to hear from you! Please feel free to share product requests with us via email at contact@luxola.com . While we strive to carry a mix of in-demand products for our customers please keep in mind we cannot guarantee every customer request.

• Do you do gift vouchers?

  Yes. To arrange for a gift voucher, simply email contact@luxola.com or contact us at +65 6438 6685.

• Do you offer samples?

  If you would like to try a specific product carried on luxola.com please contact us at contact@luxola.com or call +65 6438 6685. If a sample for the requested product is available we are happy to share it with you.

• Is there someone I can contact if my question isn’t included above?

  Yes, you can email contact@luxola.com and someone will get back to you as soon as possible. Alternatively you can reach us from 9am-6pm, Monday-Friday at +65 6438 6685.