FAQs
Shipping, Delivery & Duties
Do you offer free shipping?
Yes, we provide free standard shipping on most products. Eligible items will display a “Free Shipping” label on their product pages.
Do you ship internationally?
Absolutely. We source products globally to offer you the best prices, ensuring our curated selection reaches customers across the globe. Delivery times may vary depending on the destination country
How long does it take to process my order?
Our processing time is generally 2 to 3 business days. We provide a 24-hour grace period for customers to modify their order if needed. If you'd like to make changes, please contact us within this time frame.
Orders placed on weekends (Saturday and Sunday) will be processed on the following Monday unless we receive an order cancellation or change request.
How long does international standard delivery take?
International standard delivery typically takes 7 to 20 business days, depending on the destination country and the specific shipping service used.
How can I track my order?
Once your order is dispatched, you'll receive a tracking number via email to monitor your shipment's progress.
What are the shipping costs for non-eligible items?
For products not eligible for free shipping, shipping fees are calculated at checkout based on your delivery address and the supplier's location.
Will I have to pay customs duties or taxes when I receive my order?
Yes. International orders may be subject to import taxes, customs duties, and fees once the shipment arrives in your destination country. These charges are not included in the item price or shipping cost and are the responsibility of the customer.
Customs policies vary widely by country. We encourage you to check with your local customs office for more information.
If a shipment is refused or abandoned due to unpaid customs duties or taxes:
Shipping costs are non-refundable.
Any return shipping or customs fees will be deducted from any eligible refund.
If the package is destroyed or lost, no refund will be issued.
Returns & Exchanges
What is your return policy?
If your product arrives damaged or differs from the description, please contact our customer support team within 14 days of delivery to initiate the return process. We will offer a replacement or a full refund for eligible returns. For assistance, reach out via our Contact Us page.
What if my item arrives damaged?
If your item arrives damaged, we're here to help. Please provide the following within 48 hours of delivery:
Clear photos of the damaged item
Photos of the original packaging and shipping box
Your order number and a brief description of the issue
Submit this information via email at [email protected] or through our Contact Us page. Once we receive and verify the details, we'll offer a replacement or a full refund, depending on product availability.
What should I do if my order hasn't arrived within 30 days?
If your order hasn't been delivered within 30 days of the estimated delivery date, please reach out to us promptly through our Contact Us page. We'll investigate the issue and, if the package is confirmed lost, arrange for a replacement or issue a full refund.
How do I initiate a return or report an issue?
To start a return or report a problem with your order, please contact our customer support team via our Contact Us page. Provide your order number and a detailed description of the issue.
Product Authenticity & Quality
Are the products on iLuxe Marketplace genuine?
Yes, all the products we offer on iLuxe Marketplace are 100% authentic. We partner directly with trusted manufacturers and reputable suppliers worldwide to ensure you receive high-quality, genuine products.
Do you offer product warranties?
We accept returns for damaged items. If your product arrives damaged, please provide clear photos of the item, the packaging, and the shipping box within 48 hours of delivery. Once verified, we will offer a replacement or a full refund. For assistance, contact our team via our Contact Us page
Ordering & Payments
What payment methods do you accept?
We accept a variety of secure payment options, including major credit cards (Visa, MasterCard, American Express), PayPal, and other secure online payment methods. Our checkout process is fast, secure, and easy to complete
Can I modify or cancel my order after placing it?
Orders can be modified or cancelled within 24 hours of placement. If you need to make a change, please contact us as soon as possible so we can assist you. After the 24-hour grace period, the order will be processed and shipped.
Account & Support
Do I need to create an account to place an order?
No, you can checkout as a guest. However, creating an account on iLuxe Marketplace allows you to track your orders, manage your preferences, and receive special promotions. We recommend creating an account for a smoother shopping experience.
How can I contact customer support?
For any inquiries or assistance, you can contact our customer support team through our Contact Us page. Our team is available Monday to Friday, 9 AM to 6 PM NZT, and we aim to respond to all inquiries promptly. Orders placed on weekends (Saturday and Sunday) will be processed on the following Monday unless we receive an order cancellation or change request.
