Order Protection

LuxeLane Order Protection

At LuxeLane, your shopping experience is our top priority. With our Order Protection, you can shop with confidence knowing your order is covered against shipping disruptions or product issues.

🔐 What’s Covered

1. Shipping Protection

1.1 Lost Package

  • What it means: Your package was confirmed lost by the carrier and never delivered.

  • Compensation: Full refund of your order value, including shipping fees.

  • Claim requirements: Tracking must confirm the package was lost during delivery. Claims must be submitted within 30 business days from the shipping date.

1.2 Delivery Failure

  • What it means: The package is returned due to courier-related issues (not incorrect addresses, refusal, or unavailability).

  • Compensation: Full refund or free reshipment—your choice.

  • Claim requirements: Tracking must show delivery failure. Your address must be accurate. Claims must be submitted within 30 business days.

1.3 Delayed Delivery

  • What it means: The order is not delivered within 30 business days from the shipping date.

  • Compensation: 40% refund or store credit for the full amount—your choice.

  • Claim requirements: Tracking must confirm the delay.

1.4 Damaged Package

  • What it means: Your order arrives visibly damaged, affecting the product's use or appearance.

  • Compensation: Full refund or free replacement—your choice.

  • Claim requirements: Submit clear photos of the damage and order details within 7 business days of delivery.

1.5 Marked as Delivered but Not Received

  • What it means: Tracking shows the item delivered, but you didn’t receive it.

  • Compensation: Full refund or free replacement.

  • Claim requirements: Submit your order number and a delivery investigation report from your local courier (must include signature or stamp) within 7 business days of the delivery date.

2. After-Sales Protection

2.1 Returns Due to Dissatisfaction

  • What it means: You're not satisfied with your item due to issues like fit or color (not preference-based returns).

  • Compensation: Full refund of the item(s) value (excluding shipping). No return required.

  • Claim requirements: Apply within 7 business days of delivery. Items showing signs of use or misuse are not eligible.

2.2 Quality Issues

  • What it means: The item has manufacturing defects or doesn't match the product description.

  • Compensation: Full refund or free replacement.

  • Claim requirements: Submit clear photos or a video showing the issue within 7 business days of delivery. Misused items are not eligible.

  • Note: We may consult with the supplier to confirm the issue and uphold quality standards.

❗ Exclusions & Limitations

1. Ineligible Claims
Claims are not accepted under the following conditions:

  • False or duplicate claims

  • Customer-caused issues (e.g., incorrect address, refusal)

  • Final sale items, unless due to shipping problems

  • Subjective dissatisfaction without defects

  • Claims submitted after the deadline

2. Compensation Limits

  • Maximum compensation equals the total order value (including shipping)

  • Customs duties or third-party charges are not covered

  • One claim per order is permitted

3. Dispute Resolution
Not happy with a claim outcome? Request a second review. An independent review team will reassess your case within 7 business days to ensure a fair and transparent process.

📩 How to File a Claim

Step 1 – Submit Your Request
Email us at luxelane.help.uk@gmail.com with:

  • Your order number

  • Supporting documents (tracking info, photos, etc.)

Step 2 – Review & Processing
Your request will be reviewed within 1 business day. If approved, your refund or replacement will be processed promptly.

Step 3 – Get Notified
You’ll receive an email update. Refunds usually process within 2–3 business days.