FAQ
Last Updated: September 4, 2026
Orders
How Do I Place an Order?
Shopping with Luxienza is simple.
Select the products you would like to purchase, choose any available options such as size, color, style, or quantity, and add them to your cart.
When you are ready, proceed to checkout and provide your contact, shipping, and billing information.
If you have a valid promotional or discount code, enter it in the applicable Discount field and apply it before completing your purchase.
Review your order information carefully and make sure your delivery address is correct before submitting your order.
After your order has been successfully placed, you will receive an order confirmation containing your order number and purchase details.
If you experience any problems while placing an order, please contact:
How Will I Know My Order Was Successfully Placed?
After your order has been successfully submitted, we will send a confirmation email containing your order number and purchase details.
If you do not receive the confirmation email shortly after placing your order, please check your spam or junk folder.
If you still cannot locate it, contact:
Please provide the name and email address used when placing your order so our team can assist you.
Can I Change My Order After Placing It?
If you need to change an item, quantity, or shipping information, please contact us as soon as possible at:
Order modification requests should be submitted before the order enters the processing stage.
Once processing or shipment preparation has begun, changes cannot be guaranteed.
If the order has already been dispatched, changes can no longer be made.
Can I Cancel My Order?
Cancellation requests should be submitted as soon as possible.
Orders may be cancelled before they enter the processing stage.
Once processing or shipment preparation has begun, cancellation cannot be guaranteed.
Orders that have already been dispatched cannot be cancelled and must instead follow the applicable return process.
To request a cancellation, please contact:
If an eligible cancellation is successfully completed before the order enters the processing stage, a full refund will be issued to the original payment method.
How Do I Add Products to My Shopping Cart?
Visit the product page for the item you would like to purchase and select any available options such as size, color, style, or quantity.
Click “Add to Cart” to add the item to your shopping cart.
From your cart, you can review your selected products, adjust quantities where available, remove items, and proceed to checkout when you are ready.
Payment
What Payment Methods Do You Accept?
Available payment methods are displayed during checkout.
Depending on your location and the payment services available, payment options may include major credit or debit cards, PayPal, or other supported payment methods.
Please select one of the payment methods displayed during checkout.
When Will I Be Charged?
Payment is processed when you complete your purchase through checkout.
If your payment is not successfully authorized, your order may not be completed.
Why Was My Payment Declined?
A payment may be declined for several reasons, including incorrect payment information, insufficient funds, security checks, or restrictions imposed by your bank or payment provider.
If your payment is declined, please verify your payment information or contact your bank or payment provider for assistance.
How Do I Use a Discount Code?
If you have a valid promotional or discount code, enter it in the applicable Discount field during checkout and apply it before completing your purchase.
Discount codes may be subject to expiration dates, product restrictions, minimum purchase requirements, or other applicable terms.
Shipping & Delivery
When Will My Order Be Shipped?
Orders are typically processed within 5 business days after your order has been successfully placed and payment has been confirmed.
Processing times do not include weekends or public holidays.
Once your order has been dispatched, available tracking information will be provided by email.
How Long Does Delivery Take?
After dispatch, standard delivery generally takes approximately 10–20 business days.
Delivery times may vary depending on destination, customs procedures, carrier availability, weather conditions, public holidays, or other circumstances outside our reasonable control.
How Much Does Shipping Cost?
We charge a flat standard shipping fee of $2.99 USD per order within the United States.
Applicable shipping charges will also be displayed during checkout before you complete your purchase.
Where Do You Ship?
We currently ship to addresses within the United States.
Available shipping options and applicable charges will be displayed during checkout based on the shipping address provided.
How Can I Track My Order?
Once your order has been dispatched, you will receive available tracking information by email.
You can use the provided tracking number through the applicable carrier's tracking service or supported shipment-tracking service.
Please allow some time after dispatch for tracking information to become active.
What Should I Do If My Order Is Delayed?
If your order has not arrived within the estimated delivery period, please first review your tracking information.
If there has been no meaningful tracking update for an extended period, contact:
Please include your order number and tracking number, where available.
What If My Package Appears to Be Lost?
If your tracking information indicates that your package may be lost or your shipment has experienced an unusually long delay, please contact:
Our customer support team will review the available shipment information and provide an appropriate solution based on the circumstances.
Can I Change My Shipping Address?
If you need to change your shipping address, please contact us as soon as possible at:
Shipping address changes should be requested before the order enters the processing stage.
Once processing or shipment preparation has begun, we cannot guarantee that the shipping address can be changed.
After an order has been dispatched, the delivery address generally cannot be modified.
Can My Shipping Address Be Different From My Billing Address?
Yes.
You may provide a shipping address that is different from your billing address during checkout.
Please make sure all shipping and billing information is accurate before completing your purchase.
Order Issues
What Should I Do If Items Are Missing or Incorrect?
If your package is missing an item or you receive an incorrect product, please contact:
Please provide:
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Your order number;
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A description of the issue; and
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Clear photos of the package and item where relevant.
After reviewing the information, our customer support team will provide an appropriate solution.
If the issue was caused by a fulfillment error, you will not be responsible for additional costs associated with resolving the issue.
What If My Item Arrives Damaged or Defective?
If an item arrives damaged, defective, incorrect, or materially different from the product description, please contact:
Please provide your order number, a description of the issue, and clear photos or videos where relevant.
After verification, our customer support team will provide an appropriate replacement, refund, return, or other suitable solution.
Where the issue was caused by our error or a qualifying product defect, you will not be responsible for additional return shipping costs associated with resolving the issue.
Returns & Refunds
Can I Return an Item?
Yes. Eligible products may be returned within 14 calendar days after delivery.
To qualify for a standard return, the item must generally:
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Be unused and in its original condition;
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Include its original packaging and accessories, where applicable; and
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Be accompanied by a receipt or other valid proof of purchase.
Please contact our customer support team before sending any return.
How Do I Request a Return?
Before returning any item, please contact:
Please provide:
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Your order number;
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The item you wish to return;
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The reason for the return; and
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Photos or videos where relevant, particularly for damaged, defective, or incorrect items.
Once your return request has been reviewed and approved, our customer support team will provide the appropriate return instructions and applicable return destination.
Please do not send any return before receiving return authorization and instructions.
Where Should I Send My Return?
Return destinations may vary depending on the product, fulfillment location, and circumstances of the return.
After your return request has been reviewed and approved, our customer support team will provide the appropriate return destination.
Please do not send products directly to the manufacturer or to our registered business address unless our customer support team specifically instructs you to do so.
Who Pays for Return Shipping?
For returns due to a change of mind, personal preference, incorrect selection, or another reason not caused by a product defect or fulfillment error, the customer is responsible for applicable return shipping costs.
The actual return shipping cost will depend on the carrier and shipping service selected.
For verified damaged, defective, incorrect, or materially misdescribed items caused by our error, the customer will not be responsible for additional return shipping costs associated with resolving the issue.
Do You Charge a Restocking Fee?
No.
We do not charge restocking fees for eligible returns.
How Will I Receive My Refund?
After an approved return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method used for the purchase.
How Long Does a Refund Take?
Approved refunds are processed within 5–10 business days after the returned item has been received and inspected.
Please note that your bank, credit-card issuer, or payment provider may require additional processing time before the refund appears in your account.
What Should I Do If My Refund Has Not Arrived?
If an approved refund has not appeared after the stated processing period:
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Check your bank or payment account again.
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Contact your credit-card issuer or payment provider, as additional posting time may apply.
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Contact your bank to confirm whether the refund is still processing.
If you still cannot locate your refund, please contact:
Please include your order number and relevant refund information.
Privacy & Security
Is My Payment Information Secure?
Payments are processed through the payment services available through our ecommerce platform and payment providers.
We use reasonable measures designed to support a secure shopping experience.
However, no method of electronic transmission or online storage can be guaranteed to be completely secure.
How Is My Personal Information Used?
Personal information is collected and processed according to our Privacy Policy.
Information may be used to process orders, arrange shipping, provide customer support, prevent fraud, communicate with customers, and operate our Services.
Please review our Privacy Policy for additional information.
Customer Support
How Can I Contact Luxienza?
For questions about products, orders, shipping, cancellations, returns, refunds, or other customer-service matters, please contact:
Customer Support Email:
service@luxienza.com
Customer inquiries are typically answered within 24–48 business hours, Monday through Friday.
Response times may be longer during weekends, public holidays, major promotional periods, or periods of unusually high inquiry volume.
Business Information
Brand Name: Luxienza
Legal Company Name: Hengyang Shibazhao Technology Co., Ltd.
Customer Support Email: service@luxienza.com
Business Address:
Room 002358, 3rd Floor, Kechuang Zhigu, High-Tech Zone, Hengyang City, Hunan Province, China
Luxienza is a brand owned and operated by Hengyang Shibazhao Technology Co., Ltd.