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Frequently Asked Questions (F.A.Q.)


Shipping

 

Do you ship internationally?

Lux Fetish currently ships within the USA only.

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Do you ship to a PO Box?

UPS or the USPS fulfill all Lux Fetish orders. However, only the USPS can deliver to a PO BOX. If you want your order shipped explicitly to a PO Box, please contact us after placing your order — Our customer service representative will arrange for your package to be sent out via USPS.

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Do you offer discreet shipping?

The shipping labels will make no mention of the products in your package or their nature to protect your privacy.

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I entered the wrong shipping address, how do I change it?

Unfortunately, we can only correct shipping addresses within a very small window after an order is placed. We are not able to change or modify the shipping address for orders that have already been shipped. Depending on how quickly you contact customer service, we may be able to have UPS re-direct your package, however this will cause you to incur an additional fee. We are not responsible for lost or stolen packages that are shipped to an address that we are provided with. For assistance with your order, please contact us.

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What health and safety precautions do you take? (COVID19)

The manufacturing team behind the Lux Fetish collection has taken several precautionary measures to ensure that we are upholding recommended safety guidelines and ensuring the safety of our staff and a comfortable environment.

Among the many safety measures that we have implemented include:

  • Reducing the number of staff per shift; maintaining six feet distance at all times;
  • Frequent cleaning and breaks for cleaning/sanitization of packing stations;
  • As well as the required use of masks and hand sanitizer.

Due to our increased safety measures, shipping time may be impacted. We kindly ask for your patience and understanding during this time.

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Orders

Can I add or remove items from my order?

If you would like to add or remove items to your order, please get in touch with us as soon as possible at cs@luxfetish.com or through our contact form on our Contact Us page. Please provide your order number and details of the amendment to your order.

Please note that if we have already processed your order, unfortunately, we will be unable to make any changes.

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Can I cancel my order?

Unfortunately, we are unable to process cancellations once an order has been processed and/or shipped. In this case, you may be eligible for a return and refund only if the package has not been opened. Please get in touch with us as soon as possible.

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I can't apply a coupon code. What are the restrictions

Unless otherwise specified, only one coupon code can be applied per order and it cannot be used in conjunction with bundles, sets, special discounts or any other promotional offers.

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I haven’t received an order confirmation. What should I do?

There should be an email from shopify@luxfetish.com with the subject line Lux Fetish: New Order #

If you can't find this email in your inbox, please try checking your spam folder. If you still can't find the email, please contact us and we'll help resolve the issue.

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I haven't received a tracking number

We generally process all orders within a single business day. Our offices close on Saturday and Sunday, so if you place an order on Friday, you should expect to receive your tracking number on the following business day- Monday. If it's been longer than two business days, please try checking your spam folder for an email from shopify@luxfetish.com with the subject line Lux Fetish: Tracking Number for Order #

If you still can't find the email, please contact us and we'll help resolve the issue.

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My tracking number doesn't work

The tracking number provided by the postal service (UPS or USPS) may take up to 24 business hours to become active.
If you still can't find the email, please contact us and we'll help resolve the issue.

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My product was damaged / already opened upon delivery

Please contact us including a photograph of the packaging with the subject line Damaged / Opened Item(s) Upon Delivery. We'll review your claim within a business day and get back to you with a solution.

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I received the wrong order

Mistakes happen, and we apologize for the inconvenience caused. Contact us and we'll help send out the correct item to you immediately.

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How do I exchange or return my order?

All Lux Fetish products are covered by our one (1) year limited warranty, from the date of original purchase, against defects due to faulty workmanship or materials.
If you discover a defect and notify us via cs@luxfetish.com, Lux Fetish will, at its own discretion, replace the product free of charge.
Please note that due to nature of pleasure products:

  • Lux Fetish cannot accept non-defective exchanges on items that have been opened.

  • As per industry standards, pleasure products may not be returned unless they are defective.
  • A shipping charge will only be refunded in cases where our error caused the return.

  • All returns and exchanges require pre-authorisation in the form of a receipt of purchase.

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Warranty

How do I register my product?

All Lux Fetish products are covered by our one (1) year limited warranty, from the date of original purchase, against defects due to faulty workmanship or materials.
We highly recommend that you register your Lux Fetish to help us serve you better should any problems occur. Opting out of registration does not diminish your warranty rights.

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How do I process a warranty claim?

A proof of purchase is required to process a warranty claim. If you purchased via www.luxfetish.com, we already have your details on file.
Contact us and our customer service representative will help you received a replacement unit. Do not attempt to repair any pleasure products by yourself.

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What is your warranty policy?

We provide a 3-year warranty from the purchase date on the purchase receipt. This warranty is supplementary to the warranty rights in the state of purchase. The warranty covers the function of the product. It does not include external damages due to normal wear or accident-related damage, misuse, or negligence.

The warranty does not apply in the event of failure to observe the operating or assembly instructions. The validity of the warranty expires in case of improper use or tampering. Only warranty claims for production faults and defects or damage on delivery will be processed.

To claim a warranty, please get in touch at cs@luxfetish.com and a customer service representative will contact you within 2 working days.

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