FAQs

Frequently Asked Questions (FAQs)

How can I contact The Lux Muse?

You can email us at info@theluxmuse.com. Our customer service team will be happy to assist you with whatever you need!

Do you ship worldwide?

Yes, we ship worldwide.

Where do you ship from?

We ship from the USA and Hong Kong.

Can I change or cancel my order?

As we aim to process orders as quickly as possible, any changes or cancellations must be requested within 12 hours of ordering. Requests made after this time cannot be accommodated. However, once you receive your order, it can be returned for a full refund.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

When will my order be processed?

All orders are handled and shipped from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we do not ship on weekends.

How long will it take to receive my order?

Due to high demand, orders may take between 2-4 weeks to arrive.

What if I don't receive my order?

If you do not receive your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, as determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

Please contact us at info@theluxmuse.com for return instructions.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, contact your bank/credit card company, as it may take some time before the refund is posted to your account.