Customer Care

FAQ

What are Luxx lashes made out of?

Our lashes are handmade out of hair-like silk fibre from faux mink.

How do I order?

Navigate through the site and click the Add to Cart button when you want to purchase an item. To view your cart, click the shopping bag icon at the top right of the website.

Click Checkout when you are sure of your purchase! Continue as a guest or log in to your Luxx Lash account.

Fill out the check out form with your details, proceed to choose your preferred shipping method, then choose your preferred payment method.

Click “Place Order” to complete your purchase! Be sure to check your email for the order confirmation.

Please add ask@heyluxxlash.com to your contact list to ensure the email won’t end up in your spam folder.

Are there perks for registering an account with Luxx Lash?

When you create an account, the items in your cart won’t go away every time you leave the website! And, here’s a plus: creating an account can earn you rewards points too. Check out our Luxx Rewards page to learn more.

How long is my item reserved?

Your order will be cancelled if unpaid after 48 hours. If you would still like to purchase, simply add to cart again—but remember, stocks are limited!

How do I receive updates of promotions and new product releases from your store?

Sign up to our newsletter and follow us on our social media accounts to get the latest updates right away!

fb.com/heyluxxlash and ig.com/heyluxxlash

 When do new arrivals come in?

You’ll find updates through our website, Instagram and Facebook @heyluxxlash, as well as our newsletters (insider tip: newsletter subscribers get first access—make sure you're subscribed!).

The product I had in my cart is no longer there, what happened?

This means the product has been sold out and the stock has been bought beforehand.

Can I edit items in my cart?

Yes, you can! Once you add items to cart, click the shopping cart icon on the top right of the website then adjust the quantity to your liking or remove the item from your cart.

Can I cancel my order?

Unfortunately, we do not accept cancellations for orders made.

"My delivery failed because I wasn't home to receive it. Can I schedule another delivery date?"

Rescheduling to another delivery date is allowed. However, customers must shoulder the cost of failed deliveries.

What is the returns and exchange policy?

  • Returns and exchanges will only be permitted under the following circumstances:
  • Requests regarding returns of styles that are not the same with your confirmed order are ineligible.
  • You are given 7 days upon receiving the item to request for a return/exchange/refund.
  • Shipping fees for returns will be shouldered by the customer.
For more information, visit our Return and Exchange Policy. 

Do you offer special promos?

Yes we do! Watch out for promos from our website, newsletter, and social media accounts!

What if I receive a damaged or defective item?

We allow exchanges for damaged or defective items only 7 days after delivery. Items must be unused and in original packaging.

What if I receive the wrong item/package?

Please send us a message on our Facebook or Instagram accounts or email us at ask@heyluxxlash.com 

What if I lose one of my lashes?

You may order a bottom lash replacement on our website! Please indicate which style you need it for.

Do you have a physical store?

We don't have physical stores at the moment.

I would like to sell your products in my store, how can I get in touch with you?

Please send a message to ask@heyluxxlash.com. We’d be interested to work with you!

I would like to join your team! Can I apply?

We are always looking to grow our team! Please email your CV to ask@heyluxxlash.com and we'll see what may work best for you.

How can I get discounts?

  • You can earn rewards and free products through our rewards program. Learn more about it here!
  • For other exclusive offers and perks, be sure to sign up to our newsletter where you can get first dibs on exciting deals and new releases!

What is the Luxx Rewards Program?

The Luxx Rewards Program is our way of showing our Luxx community our gratitude for their loyalty. It is a points-based program in which members will have the opportunity to get special treats, discounts and other surprises simply by shopping, engaging, or connecting with us!

Who is eligible to join?

There are no age or location restrictions to join our Luxx Rewards Program. Both old or new customers are welcome as well. All you’ll need is a valid email address, and you’re set!

Want to learn more on how to join our Luxx Rewards Program? Click here to get started!

 

PAYMENT INFO

    What are my payment options and how do I pay?

    We have several payment offers at your convenience! Choose among the following options:
    • PayPal 
    • Credit or Debit Card through PayPal
    • Credit or Debit Card via PayMongo
    • GCash via PayMongo
    • Direct Debit - BPI
    • Cash on Delivery (COD)
    • Bank Deposit or Online Bank Transfer (BDO/BPI)
    • PayMaya

    Bank details will be found in the Order Confirmation email which will be sent right after the purchase has been made.

    Is is safe to transact with my credit card?

    • Rest assured, credit and debit transactions are safely done with PayPal and PayMongo. 
    • PayPal has real time fraud prevention as well as anti-fraud detection active in their system. To learn more about it, read here.

    To learn more about PayMongo’s policy, see here.

    How do I know if my payment was successfully processed?

    For orders paid on site, kindly wait for a confirmation before exiting the page. For online bank transfers, a confirmation email will be sent when your payment has been verified.

    SHIPPING INFO

    What are my delivery options? 

    For local orders, we deliver via courier (J&T, XDE, Entrego)

    For international orders, we deliver through RAF Postal Shipping.

    How do weekly deliveries work?

    See delivery lead time below:

    • Metro Manila: Delivery within 3 to 5 business days
    • Provincial Luzon: Delivery within 3 to 5 business days
    • Visayas: Delivery within 5 to 7 business days
    • Mindanao: Delivery within 9 to 12 business days

    Do you accept international shipping?

    For international orders that are currently not covered by our website, please send us a message on Instagram, Facebook or at ask@heyluxxlash.com so we can make it happen!

    How do I track my order?

    For standard deliveries, you will receive a tracking code along with instructions once your order has been shipped.

    How do I follow up on my order?

    Send us a message on Instagram, Facebook, or at ask@heyluxxlash.com.

    Do I have to be there when my order is delivered?

    You don’t have to be around to receive your package, but please ensure that someone is at your delivery address to receive it.

    Can my orders be delivered to an office address?

    Yes, your order can be delivered to an office address! Please input your office address when asked about your shipping information while you’re placing your order on the website.

    Do you do same day deliveries?

    We don't offer same day delivery.