Shipping

At Luxartis, we understand how important it is for you to receive your orders quickly and securely. That's why we strive to offer you reliable, flexible delivery options tailored to your needs. Whether you're in mainland France, Switzerland, Belgium, Europe, or outside the EU , we offer a variety of delivery options to suit your preferences.

Below you will find all the information relating to delivery options, times, costs, and services available for each destination.

Delivery Options Details

Type of Delivery	Deadline	Cost
Delivery to a Relay Point (France) Chronopost	4 to 6 days	FREE
Home delivery (France) Chronopost	48/72 hours	€12.90 or Free ≥ €150
Home delivery (Switzerland) DHL	4 to 5 days	€24.99
Home delivery (Europe) DHL	4 to 5 days	12.90€
Delivery (USA) DHL	3 to 4 days	€49.99
Delivery ( United Arab Emirates) DHL	3 to 4 days	€49.99

Delivery costs are free for all orders placed in France ( parcel tracking available ).

Order Processing Times

Processing Time

• Average Time : Orders are generally processed and shipped within 24 hours, working days after payment validation.
• Order before 12:30 p.m. : For orders placed before 12:30 p.m., we guarantee same-day order processing, ensuring fast delivery.

Exceptions

• Periods of High Activity : During sales periods, holiday seasons, or other special events, processing times may be slightly longer due to high order volumes. In these cases, we do our best to minimize delays and keep you informed in real time.
• Other Circumstances : Delays may also occur due to unforeseen conditions (e.g., transportation issues, extreme weather). We will notify you immediately of any potential delays.

Order Tracking

Notification and Monitoring

• Email Updates : At each stage of your order, you will receive an email notification to keep you informed of its status. Here are the steps you will follow:
• Preparation : You will be informed when your order is being prepared.
• Shipping : You will receive an email as soon as your order has been shipped from our warehouse.
• Drop-off at a Relay Point : If you have chosen delivery to a relay point, you will receive a notification once your order has been dropped off at the selected relay point.
• Delivery : Finally, you will be informed when your order has been successfully delivered.
• Track Your Order in Real Time : You can track the progress of your order at any time using the following link: Track my order . This link will allow you to see the stages of your order from dispatch to delivery.

Delivery Policy

Delivery address

For home deliveries, you can change your address via the tracking link within 10 minutes of confirming your order.

• Importance of Accuracy : It is essential that you provide a correct and complete delivery address when placing your order. An incorrect or incomplete address may result in delivery delays or failures.

• Consequences of an Incorrect Address :
• If the address provided is incorrect, the carrier may contact you to confirm or correct the address before proceeding with delivery.
• You can also check the status of your delivery via online tracking or contact the carrier directly for any necessary corrections.

Absence of the Recipient

• New Delivery Attempt : If you are absent during delivery, the carrier will generally attempt a new delivery the following day, except in the case of deliveries made by Colis Privé.
• Deliveries with Colis Privé : In case of absence, your package will be directly dropped off at a relay point or in a secure location, depending on the options available, and you will be informed by email or SMS.
• Drop-off at a Relay Point : If the new attempt fails or if home delivery is not possible, your package will be dropped off at a nearby relay point or post office, where you can collect it at your convenience.
• Notification : You will receive an email notification with details of the retry or where your package was dropped off.

Delivery Delays

• Possibility of Delays : While we make every effort to meet stated delivery times, delays may occur due to unforeseen circumstances, such as adverse weather conditions or periods of peak activity.
• Procedures in the Event of Delay :
• If a delay is anticipated, we will notify you by email as soon as possible.
• In case of prolonged delay, you can also check your order tracking online or contact our customer service for assistance.

Customs Fees and Taxes (for international deliveries)

Customer Responsibility

• Customs Fees and Taxes : For orders delivered outside the European Union, additional customs fees and taxes may apply. These fees are determined by the local customs authorities of the destination country and are the responsibility of the customer.
• Payment of Fees : Payment of these fees is required for your order to clear customs and be delivered. We are not responsible for these fees and they are not included in the total price of your order when purchased on our site.

Cost Estimate

• How to Estimate Costs : Customs fees and taxes vary depending on the destination country, the order value, and the type of products ordered. To estimate these fees, we recommend consulting your country's customs website or using specialized online tools.
• Recommended Resource: To learn more about additional costs for the delivery of your package, you can consult this official document: Online Shopping: Do I have to pay additional fees when my package is delivered?

Delivery Problems

• Missing or Delayed Delivery

If you have not received your order within the announced time frame, we recommend that you follow these steps:

1. Check the Tracking : Check your order tracking via the link provided in the shipping confirmation email to see the current delivery status.
2. Contact the Carrier : If tracking indicates a delay or issue, you can contact the carrier directly for more information.
3. Contact us : If you are unable to resolve the issue with the carrier, or if the order appears to be lost, please contact our customer service. We will do our best to locate your package or arrange a new shipment.

• Damaged Items

If an item arrives damaged, please follow these steps:

1. Take Pictures : Take clear photos of the damaged item as well as the packaging.
2. Contact Customer Service : Send an email to our customer service with photos, your order number, and a description of the damage.
3. Reporting Deadline : Please report any damaged items within 7 days of receiving your order. After this time, we may not be able to process your request.

• Delivery Error

If you receive an incorrect item or your order is incomplete, here's what you should do:

1. Check your Order Confirmation : Make sure the error is not due to incorrect information in your order confirmation.
2. Contact Customer Service : If the error is ours, please contact us immediately with the order details and information about the items received (clear photos of the items as well as the packaging).
3. Return or Replacement : Depending on the case, we will arrange for the return of the incorrect item and the shipment of the correct product or complete your missing order.

Contact us

• Contact Information :
• E-mail : contact@luxartisstore.com
• Hours of operation : Our customer service is available Monday to Friday, 10:00 a.m. to 4:00 p.m.
• Quick Response : We strive to respond to all requests within 24 to 48 hours (excluding weekends and public holidays).