We've collated a list of our most frequently asked questions here below.
If your question is not answered, please email us so we can better help you:
What methods of payment do you accept?
At checkout we accept payment by any type of debit or credit card, by Paypal, ShopPay and GooglePay, or you can spread the cost of your purchase with Klarna.
Can I use more than one gift card for a purchase?
Yes you can. Please email us at email@example.com with your gift card numbers and we will arrange this with you.
Do you ship internationally?
Yes, we ship all over the world. Details of expected delivery times are on our Delivery page.
When will my order ship?
Your order will be dispatched the same day if you order before 12 noon (London time) Monday to Friday. If you order after 12 noon, your order will be shipped the next business day. You will receive an automatic email with your tracking number.
For orders shipped outside the UK, there may be a 24 hour delay in you receiving your tracking information, but please be assured your order has been dispatched in line with the abovementioned timings.
How can I track my order?
You will receive an automated email from LUXTRA with your tracking link once. Please refer to the point above for timings.
Can I change my order after I’ve placed it?
Once your order has been placed, our team moves quickly to fulfil it. This means that we are often unable to make changes after an order has been placed. In some cases, there might be a very small window of time where we can help you change your shipping address (or other order information).
Please let us know at firstname.lastname@example.org and our team will see what we can do.
What is your returns policy?
Details of our returns policy can be found at our Returns & Exchanges page.
Please note that personalised products cannot be returned.
LUXTRA reserves the right to inspect the items returned and to refuse returns which do not comply with the requirements specified.
Will I get my shipping refunded if I return my order?
Unfortunately shipping costs cannot be refunded as they will have already been incurred.
My item has now gone into sale, can you refund the difference?
As an online business our prices change in accordance with trends, customer demand and stock availability. We are therefore unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy.
Please note, we cannot guarantee that another customer won't purchase this item first.
What do I do if I receive a damaged item?
Your purchase should make its way to you in perfect condition, but should any damage unfortunately occur in transit, please email us at email@example.com to arrange a replacement.
What packaging do you use?
The boxes, tissue paper, cards and envelopes we use are all made from recycled and recyclable paper. We have a no-plastic policy when packing and shipping our orders. Even the packing tape is recyclable!
Do you use circular packaging?
Yes we do! We believe that the world needs better solutions to single-use packaging and that's why we now offer an alternative.
It's called RePack - reusable and returnable delivery packaging. RePack is a super simple solution to an ever-growing problem of packaging trash. It simply reduces trash and saves you money.
You can find out more about RePack here.
PRODUCT & CARE
How do I care for my purchase?
Details on how to care for your purchases can be found on our Product Care page.
Do you do repairs?
Yes, please email us at firstname.lastname@example.org with relevant photos and we will make arrangements with you for repairs.
Which bags will fit laptops?
Our Maya Tote bags are very spacious and will fit any laptop.
The Farrell backpack will fit a 13" laptop.