SHIPPING, DELIVERY – RETURNS
Lux Dwms carry a large stock of the most popular aesthetic and related products in our warehouse and we are therefore in a position to service and ship your order the very same day as we approve your account with us.
Orders placed before 12:11 CET will be shipped out the same day.
Orders placed after 13:11 CET will be shipped the following working day.
Orders placed Friday after 13:11 CET will be shipped the first coming Monday.
In the event that we do not have all the products from your order in stock, the dispatch will usually be 3-6 working days later unless otherwise informed.
Courier, tracking number & delivery time
The same day as your order is shipped you will receive a shipment email with tracking number enabling you to follow your order from it is picked up from warehouse until it arrives to your desired shipping destination.
All orders are shipped with internationally acknowledged courier company DPDgroup, DHL Express and with Express service. You will receive your consignment within 1-3 days from day of shipping. Concerning orders for North, South America and Asia we use EMS/Postal service. The delivery time to North, South America, Asia and Russia is normally between 4-8 working days and we provide our customers with a tracking number.
Shipping cost will be stated clearly for approval at the time you check out of your shopping basket for entire consignment. You are as importer of the goods you procure from Lux Dwms responsible for paying any local import duties or import taxes (if any applicable) at the boarder of your import country.
Most products shipped by Lux Dwms will be carrying minimum 11 months remaining shelf life with some exceptions where we will contact the customer before shipment.
Lux Dwms will not at any stage withdraw payment for any goods until the very day the goods are shipping from our warehouse to you.
Lux Dwms is not responsible for errors in delivery where the delivery address provided by the customer is wrong or where the customer has made changes during its transit.
It is unfortunately not possible to pick-up orders in our warehouse in Kraków.
Lost parcels & delayed shipments
The maximum delivery time within the EU is sixty (60) working days, as established by European law. The maximum delivery time to USA is sixty (60) working days, as established by USA customs. However, it is very unusual that a delivery will take more than 1-3 working days in Europe and 4-7 working days in North, South America. If a package is delayed or miss a scan we will start a case at our forwarders, but we cannot resend or refund a package until after the sixty (60) working days for EU and sixty (60) working days for USA.
Packages which have been suspended in custom duties
Please note it is the responsibility of the importer (customer) to know the rules and regulations of a country. If a package is stopped in customs we advise you to contact your local customs office and either try to have the package released or reject it and have it resend to us. Once we receive the returned package we will refund the value of the products. Please note we only make a refund if we receive the returned package – we do not take responsibility of seized goods.
Lux -Dwms accept any products returned within 9 working days notification from receipt of the product as long as the reason falls under one of the following conditions:
The product contains manufacturing defects
The product was damaged upon arrival
The product was wrong received
In the event that any of the above conditions apply; please contact us by email here or call our customer service at phone +48 518 358 778 and we will resolve the situation and arrange pick up of the goods for return.
In case of returned goods you will be offered either replacement of goods or a 100% refund of the products returned. Your refund will be processed via the same method of payment originally used to for the purchase.
No returns will be accepted after 9 days.
Until you have received return instructions from us please hold the products according to manufacture’s temperature and storage condition.
Your refund will be issued to the original credit card used to place the order. Shipping costs are not refunded. Please note that refunds can take up to 31 working days to show on your account due to varying processing times between payment providers. Contact your bank if you need to speed up the process.