How can I contact customer service?
Email luxepour@luxepourliving.com.
For order questions, include your order number and the email address used for the purchase.
What are your customer-service hours?
Monday through Friday, 9:00 a.m. to 6:00 p.m. Central Time, excluding applicable public holidays.
Messages received outside these hours will be handled on the next customer-service day.
Do you provide telephone support?
Customer service is provided by email.
Which payment methods do you accept?
We accept Visa and Mastercard.
Do I have to pay shipping costs?
No. LUXE POUR CREATIONS LLC pays the shipping costs for orders, eligible returns, and exchanges.
Where are orders fulfilled?
Orders are normally fulfilled from:
Joke Smitlaan 1822
4133 HK Vianen, Utrecht
The Netherlands
Where do you deliver?
Available delivery locations will be shown after you enter your delivery address at checkout.
When will my order arrive?
The applicable processing time and estimated delivery period will be displayed on the product page, at checkout, or in the order confirmation.
Unless a different period is agreed, delivery will take place within the period required by applicable Dutch and EU consumer law.
How can I track my order?
When tracking is available, we will send the carrier name and tracking information after dispatch.
Tracking may take some time to update after the carrier first scans the parcel.
Can I change or cancel my order?
Contact luxepour@luxepourliving.com as soon as possible.
If the order has not been dispatched, we will try to make the requested change or cancellation.
You may also use the website’s “Exercise Right of Withdrawal” button where applicable.
How long do I have to return a product?
You have 30 calendar days.
The period starts on the day after delivery. If products from one order arrive separately, it starts on the day after the final product is delivered.
If the deadline falls on a Saturday, Sunday, or public holiday in the Netherlands, it moves to the next business day.
Do I need to give a reason for returning a product?
No. A reason is not required when exercising the right of withdrawal or using our 30-day return policy.
Who pays the return shipping cost?
LUXE POUR CREATIONS LLC pays the return shipping cost.
We will provide a prepaid return label or another prepaid arrangement.
Do you accept exchanges?
Yes, subject to product availability.
We pay the shipping costs for returning the original product and sending the replacement.
Where should I send my return?
Contact us before sending the product.
We will provide a prepaid label showing the authorized return address for that order. Do not send a return to the U.S. office or Netherlands fulfillment address without return instructions.
When will I receive my refund?
We will issue the refund within 14 calendar days after receiving your withdrawal notice.
We may wait until we have received the returned products or valid evidence that they were sent back.
Visa, Mastercard, or your card-issuing bank may need additional time to post the refund.
What should I do if my product is damaged, faulty, incomplete, or incorrect?
Email us with your order number and a description of the issue.
We will provide an appropriate remedy, which may include repair, replacement, reshipment, price reduction, or refund. We pay the reasonable shipping costs needed to resolve the issue.
Are my statutory guarantee rights limited to 30 days?
No. Statutory rights relating to faulty or non-conforming products apply independently of the 30-day return period.
How can I exercise my privacy rights?
Email luxepour@luxepourliving.com with the subject line “Privacy Request.”
We may verify your identity before completing the request.