FAQ's
Below you will find answers to the most common questions about our products, orders, delivery, and policies.
1. What are your processing and delivery times?
Processing time: 1–3 business days
Delivery time: 4–9 business days
Total estimated delivery time: 5–12 business days
Delivery times may vary depending on your location and the workload of local carriers.
2. Do you offer free shipping?
Yes.
Shipping is free on all orders.
3. How can I track my order?
Once your order is shipped, we will send a shipping confirmation email with a tracking link.
If you have not received your tracking information after a few days, please contact us at:
4. My item arrived damaged. What should I do?
If your item arrives damaged or defective:
- Contact us within 48 hours
- Send photos of the product and packaging
- Include your order number
We will resolve the issue as quickly as possible.
5. Can I change or cancel my order?
You may request a change or cancellation only if the order has not been shipped yet.
Once the order is processed and shipped, changes are no longer possible.
Please contact us as soon as possible.
6. What is your return policy?
We offer a 30-day hassle-free return policy.
To be eligible for a return:
- The item must be unused
- In original packaging
- Returned within 30 days of delivery
Customers are responsible for return shipping costs unless the item is defective.
Full details are available in our Returns & Refunds Policy.
7. Where do I send returns?
All returns must be sent to:
GENA SHARP CONSULTING & SERVICES LTD
85 Great Portland Street
W1W 7LT London
United Kingdom
Please contact us before sending any return.
8. How long does it take to receive a refund?
Refunds are processed within 7 business days after your return arrives and is inspected.
The refund will be issued to the original payment method.
9. What payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express
- PayPal
- Klarna
- Shop Pay
- Apple Pay
- Google Pay
All payments are securely processed.
10. Do you ship outside Germany?
No, we only offer domestic shipping
11. How do I contact customer service?
Email: Contact@luxivor.co.uk
Phone: +44 7 44 51 42 203
Customer service hours:
Monday–Friday, 09:00–17:00