Customer Care

FAQ


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.


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.


For online and over-the-counter bank deposit payments, your order reservation is valid for a maximum of 48 hours only, excluding Sundays and holidays. 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!


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

 


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!).


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

 


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.


Unfortunately, we do not accept cancellations for orders made.


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


  • 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. 


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


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

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


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


    We are available at Retail Lab 2/F Powerplant Mall as well as Frankie & Friends General Store 2/F SM Aura Premier and R2 PowerPlant Mall.


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


    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.

     

    • 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!


    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!

     


    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


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

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

      • 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.

       


      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


      • For deliveries with Metro Manila, we do weekly deliveries through Lalamove and Gogo Xpress for COD orders. The date for sending will be indicated during checkout.
      • For provincial orders, we deliver via courier (GoGo Xpress, LBC, CourEx).

       


      See delivery lead time below:

      • Metro Manila: Delivery within 2 to 3 working days, 3 to 5 working days for COD orders
      • Provincial Luzon: Delivery within 3 to 5 working days
      • Provincial Visayas and Mindanao: Delivery within 7 to 10 working days


      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!


      For weekly deliveries, you will be notified once your order has been sent out. You will receive your order in approximately two hours or more depending on your location. The rider will send you a message or call you when he has arrived at your delivery address.

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


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


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


      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.


      To be eligible for same day delivery, you must:

      • Be located within Metro Manila;
      • Place your order before our 1 PM cut-off on weekdays, excluding holidays; and
      • Settle the payment (not applicable to COD payments) of your order before the cut-off time, along with your shipping fee payment of P220 upon checkout.