Frequently asked questions
Orders & Payment
How do I place an order?
Simply add your desired product to the cart, proceed to checkout, enter your shipping and payment details, and submit your order. A confirmation email will be sent once your order is complete.
What payment methods do you accept?
We accept secure online payments through major credit/debit cards and other available local payment methods (update this based on your store). All transactions are encrypted and protected.
Can I cancel or modify my order after placing it?
If your order has not been processed yet, our support team may be able to modify or cancel it. Once the order ships, changes are no longer possible. You may still request a return after delivery.
I didn’t receive a confirmation email. What should I do?
Please check your spam/junk folder. If you still can’t find it, contact our support team and we’ll resend the confirmation.
Shipping & Delivery
How long does processing take?
Orders are typically processed within 1–2 business days.
How long does delivery take?
Depending on the destination, delivery usually takes 8–14 business days.
Delays due to customs, holidays, or weather conditions may occur.
Do you ship internationally?
Yes! We ship to many countries worldwide. Shipping cost and estimated delivery time will appear at checkout.
How can I track my order?
Once your order is shipped, we send an email with a tracking number. You can use this number to monitor your shipment in real time.
My tracking number isn’t updating. What should I do?
Tracking may take 1–3 days to update, especially during busy seasons. If no updates appear after several days, contact us and we will follow up with the courier.
Customs, Duties & Taxes
Will I have to pay customs fees?
Depending on your country’s regulations, customs or import duties may apply. These fees are not controlled by us and are the customer’s responsibility.
Returns & Exchanges
What is your return policy?
You may request a return or exchange within 30 days of delivery. Items must be unused, in original condition, and include all tags and packaging.
How do I start a return?
Contact our support team with your order number. Once approved, we will send return instructions and, when applicable, a prepaid return label.
Which items are non-returnable?
For hygiene and safety reasons, the following cannot be returned:
- Used or opened personal-care items
- Items with visible wear, damage, or modification
- Custom/personalized products
- Clearance or final-sale items
When will I receive my refund?
After your return is received and inspected, refunds are issued within 5–10 business days to the original payment method.
Do you offer exchanges?
Yes. You can return your original item and place a new order for the size/color/model you want.
Product Information
Are your products safe and high quality?
Absolutely. All LuxaViva products are designed with safety, durability, and performance in mind. Materials are tested for quality and comfort.
Where can I find product instructions?
Detailed instructions are available on every product page. If you need help, simply contact support and we’ll guide you.