SHIPPING POLICY

At Luxern, we aim to ensure that every order reaches you safely and reliably. We are committed to providing clear shipping information and helping resolve delivery issues when they arise.

1. ORDER PROCESSING

Orders are normally processed within 1–3 business days after payment has been successfully confirmed.

Orders are generally not processed or dispatched on weekends or public holidays. During periods of high order volume or operational disruption, processing may take longer than usual. If a significant delay occurs before dispatch, we will make reasonable efforts to notify you using the contact information provided with your order.

Processing time is separate from shipping and delivery time.

2. SHIPPING RATES

We offer free standard shipping on orders shipped to destinations available at checkout, with no minimum order value required.

Shipping availability may vary depending on the product and destination. Please check the available shipping options and information displayed at checkout before placing your order.

3. SHIPPING AND ESTIMATED DELIVERY TIMES

Once your order has been processed and dispatched, we will send you a shipping confirmation email with tracking information when available.

Our estimated delivery time is up to 3 weeks from the date your order is dispatched. This is an estimate rather than a guaranteed delivery date. Actual delivery times may vary depending on your destination, shipping carrier, customs processing, weather conditions, and other circumstances affecting transportation.

If your order is significantly delayed or does not arrive within the estimated delivery period, please contact us. We will investigate the issue and work with the relevant shipping carrier, supplier, or fulfilment partner where appropriate.

Nothing in this policy removes any delivery obligations or consumer rights that apply under applicable law, including rights relating to delivery deadlines, cancellation, or refunds.

4. THIRD-PARTY SUPPLIERS AND FULFILMENT

Luxern may work with third-party suppliers, fulfilment partners, and shipping carriers to process and deliver orders.

Depending on the product and destination, your order may be dispatched directly by a third-party supplier or fulfilment partner and may ship from a location outside your country of residence.

Although third parties may handle processing, packaging, or transportation, Luxern remains your point of contact for order-related delivery issues and will take appropriate steps to address problems in accordance with this policy and applicable law.

Where the relevant shipping origin is known and material to your purchase, we will provide appropriate information on the product page or during checkout.

5. SHIPPING INFORMATION AND ADDRESS CHANGES

Customers are responsible for providing accurate and complete shipping details, including the recipient's name, delivery address, postal code, and contact information.

If a delivery problem is directly caused by incorrect, incomplete, or outdated information provided by the customer, Luxern may not be responsible for the resulting delay, failed delivery, or additional costs to the extent permitted by applicable law.

If you need to correct your shipping information, please contact us as soon as possible at luxernofficial.store@gmail.com and include your order number.

We will make reasonable efforts to update your details before dispatch where feasible. However, we cannot guarantee that changes will be possible once order processing or shipment has progressed.

If you discover an error in your shipping information, please contact us promptly so we can explain the available options.

6. CUSTOMS, DUTIES, TAXES AND IMPORT FEES

Depending on the destination and the applicable delivery arrangements, an order may be subject to customs duties, import taxes, customs clearance fees, or other charges imposed by the relevant authorities.

Where applicable law requires the customer to pay these charges, they are the customer's responsibility. Where applicable law requires Luxern to collect, pay, or account for a tax or charge, Luxern will comply with those obligations.

Any shipping charges or taxes collected at checkout will be reflected in the order details. Customers should review the information provided at checkout and check the import requirements applicable to their destination before placing an order.

Luxern does not control customs decisions or processing times and cannot guarantee whether or when customs authorities may assess additional charges.

7. LOST, DAMAGED, DELAYED OR INCORRECT ORDERS

If your order is significantly delayed, appears to be lost, arrives damaged, or contains an incorrect item, please contact us at luxernofficial.store@gmail.com.

Please include your order number and a description of the issue. For damaged or incorrect items, please also provide clear photographs or videos where reasonably available to help us assess the problem.

We will investigate the issue and work with the relevant shipping carrier, supplier, or fulfilment partner where appropriate.

Where a delivery problem is not primarily attributable to incorrect information or actions on the customer's part, Luxern will take responsibility for addressing the issue and providing an appropriate resolution in accordance with applicable law.

Depending on the circumstances, the resolution may include:

• Investigating and locating a delayed or missing shipment.

• Arranging a replacement where appropriate.

• Providing a refund where required or appropriate.

• Taking other reasonable corrective action to resolve the issue.

Handing an order over to a shipping carrier, supplier, or fulfilment partner does not, by itself, remove Luxern's responsibilities to the customer under applicable law.

If a delivery issue is primarily caused by incorrect or incomplete information supplied by the customer, or other circumstances directly attributable to the customer, we will assess the circumstances and explain the available options and any additional costs that may lawfully apply.

8. DELIVERY ISSUES OUTSIDE OUR REASONABLE CONTROL

Delivery may occasionally be affected by circumstances such as severe weather, natural disasters, customs inspections, transport disruptions, strikes, or other unforeseen events.

If such circumstances significantly affect your order, we will make reasonable efforts to investigate the situation, provide relevant updates where available, and help determine an appropriate resolution.

Circumstances outside our reasonable control do not automatically remove any delivery obligations or consumer rights that apply under applicable law.

9. CONTACT US

If you have questions about shipping, delivery, or an existing order, please contact us at:

Email: luxernofficial.store@gmail.com

Please include your order number when contacting us about an existing order so that we can assist you more efficiently.