FAQ

How to Order

See HERE for a step-by-step instruction with pictures.

 

See
How To Order
Video

 

Start by selecting the 'Shop' page from our navigation menu.

Next select the product you are interested in and the product description page will open.

Then select what color you like underneath the product picture on the left.

Once you found the product and color you love, press the 'Add to Cart' button underneath the price on the left hand side.

You will then be taken to your shopping cart. Here you can review your order, check the shipping rate calculator, or continue shopping to add more items.

If you are happy with your order, press the 'Check out' button underneath the total price on the right.

You can then login to your account or continue as a guest to the payment page.

You will then be taken to our secure payment page processed by Paypal.

Fill out the form and press 'Review and Continue'.

Confirm and your order will be processed.

We will send you a confirmation email and get right on fullfilling your order. We will also send you a follow up e-mail once your order has been shipped to you.

 

Returns

Returns are available for items, excluding mascara and lip products (this is due to hygienic reasons) and discounted items. Items must be returned in their original packaging, within 30 days of date of purchase (this time-frame allows for shipping).

Returns will be processed promptly upon arrival. Processing time for returns is usually 7 days from the time the return is received. Business days are Mondays-Fridays excluding major (US) holidays. An email will be sent to confirm the receipt and processing of your return. Sorry, shipping and handling fees are non-refundable fees (as we still pay the shipping costs). 

Before returning your items, please contact us via email at info@luxuriacosmetics.com.

With your return package, be sure to include your contact information: which includes name, address, email address and order number.

When your package has been received we will review the returned item. Any item that shows signs of wear or have been altered, tampered with, or damaged cannot be accepted for return. 

Luxuria Cosmetics will not be responsible for loss or damage of return shipments.

 

Exchanges

We understand that picking the right shade might be difficult whilst choosing through your computer screen. So, if you're in doubt, use the Pick Your Shade service or email your photo (without makeup in natural light) to info@luxuriacosmetics.com and tell us what products you are interested in. We do exchanges on all items excluding mascara and lip products (due to hygienic reasons). We are more than happy to accommodate exchanges on all other items. Items must be exchanged in their original packaging and within 30 days. Before exchanging the item, send us an email at info@luxuriacosmetics.com, telling us what you want to exchange your item for. Items may be exchanged for different products on our website. If there is a difference in price, it will be adjusted through credit notes or if the amount exceeds the original item, there will be a balance of payment.

Before issuing the exchange, we must receive the original item. Exchanges will be processed promptly upon arrival. Processing time of exchanges is usually 7 days. Business days are Mondays-Fridays excluding major (US) holidays. An email will be sent to confirm the receipt and processing of your exchange. Be sure to include your contact information: which includes name, address, email address, order number and product name of the new item you desire. Sorry, shipping and handling fees are non-refundable fees (as we still pay the shipping costs).

To protect you from package loss and to ensure prompt delivery, we recommend shipping your return package via insured parcel post. Please retain receipts and tracking information for your records.

 

Faulties

Sometimes, products may arrive to customers faulty. This is beyond our control. They definitely do not leave our presence faulty. A product may become faulty during its shipping and handling process and we take full responsibility of this. So if a product does arrive to you faulty, please email us at info@luxuriacosmetics.com and we will take care of it!

  

Payments

We currently accept Visa, Visa Debit, Mastercard PayPal payments and bank transfers (Malaysia only).

If you are having difficulty checking out, please email info@luxuriacosmetics.com for further assistance.

 

Bank Transfer

To pay using bank transfer please follow these steps and information. At this moment we only accept bank transfers for Malaysian customers. Payments have to be made within 24 hours after order confirmation.

1. Change the currency to Malaysian Ringgit (MYR) at the top left corner of the page before you checkout.


2. Transfer the transactional amount to the following account:
Name: Harveen Singh
Account number: 162085666626
Bank: Maybank
Description: Order Number (e.g. #1001)

Your order will be processed as soon as the transaction has been confirmed on our account. Please be aware that payments should be for the exact amount as not change can be given for this payment option.

3. If you want to confirm your payment please e-mail info@luxuriacosmetics.com the following details:
Order number
Amount transferred
Transaction Ref number
Your bank details

 

Shipping

Luxuria Cosmetics ships worldwide. Unfortunately, we do not ship to PO Boxes.

If you experience any difficulties while checking out, like for example, entering your address or creating an account, please email us at info@luxuriacosmetics.com. We can help set up an account for you.

Orders are processed Monday through to Friday and are shipped within 48 hours of placement, excluding weekends and all major (US) holidays.

We have two options for shipping, standard shipping (10-20 working days) which is the most economical and priority mail (6-10 working days) via USPS.

Please note that custom fees and any taxes associated with your purchase are the responsibility of the customer.

Also note, we are not responsible for lost or stolen packages or packages delayed in transit.

If an incorrect shipping address is provided by a customer, the order will be returned to Luxuria Cosmetics and the customer will cover the cost of re-shipping. Please email us at info@luxuriacosmetics.com as soon as possible and we will try to amend it before it gets shipped.

 

Check shipping status

To check the status of a shipped item, please check here. If you have any more questions please contact our customer service representatives by emailing info@luxuriacosmetics.com. Please include your order number with all inquiries.

 

Check a placed order

For questions regarding the status of your order, registered members with an account may click here to view your Order Status. If you do not have an account set up, then please contact our customer service representatives by emailing info@luxuriacosmetics.com. Please include your order number with all inquiries.

  

Currency

All prices are shown and charged in American Dollars (USD) but can easily be changed to Euros (EUR), Malaysian Ringgit (MYR), Canadian Dollars (CAD), Singaporean Dollars (USD), Indonesian Rupiah (IDR), New Zealand Dollars (NSD), Australian Dollars (AUD) British Pounds (GBR) and Brunei Darussalam Dollar (BND).

 

Credit Policy

Credit value will remain indefinitely. Credit notes can be used at one time or over several transactions for all products on the website until this note is used up.

  

Privacy

At Luxuria Cosmetics we take privacy very serious. We only collect necessary information and use it only for relevant goals. This information will never be used for any other purpose. We do not sell or rent your personal information to others. Our computer system protects personal information using advanced firewall technology. 

 

Security

We are very serious about providing a secure online store. Our hosting service has invested significant time and money to certify their solution Level 1 PCI DSS compliant. From annual on-site assessments validating compliance to continuous risk management, they work really hard to ensure our shopping cart software and ecommerce hosting is secure. All online transactions are sent through a secure and encrypted server. Once the information is received only trusted authorized employees will process your payment, and make sure that your information is handled with the highest level of security.The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.

  

Color information

While we try to accurately display the colors of our products, the actual colors you see will depend on your monitor and may not always be completely accurate.So, if you're in doubt, use the Pick Your Shade service or email your photo (without makeup in natural light) to info@luxuriacosmetics.com and tell us what products you are interested in.

  

Product use and application

To find information on the use of a product check the product information page, the tutorial page or watch our YouTube channel.

 

Understanding your product label

On your product label you will find different symbols and guides. We explain them Here.

 

Ingredients

We are proud to offer products with only natural ingredients. Because of this most of our products are vegan suitable. The only non-vegan products contain either beeswax or lanolin. Both of these ingredients however involve no animal testing or cruelty to animals for the process of obtaining the ingredient.

Lanolin for instance is derived from the wool of sheep and it rehydrates, controls and retains skin moisture and leaves the skin smooth, soft and fresh-looking.

Beeswax acts as a surfactant and forms a protective layer on the surface of the skin against irritants while still allowing the skin to breathe.

 

Item availability

If an item selected is temporary out of stock this will be shown on the website. If you keep up with us through social media or email us at info@luxuriacosmetics.com to check with us and we would be able to inform you personally when it is back in stock. Unfortunately, we do not carry out backorders at this time.

 

Newsletter

All of our newsletters are available online anytime. Read them here, comment on them here, or if you don't receive them yes sign up at bottom right on our homepage here.

 

Accuracy of information

We attempt to be as accurate as possible when providing you with information on our site and correspondence. However to the extent permitted by applicable law, we do not warrant that the content available on the site is accurate, complete, reliable, current or error-free.

 

Medical liability

Any information provided on our website or correspondance including information related to well being and health is provided in good faith and should not be taken as being prescriptive. Luxuria Cosmetics will not accept responsibility for any injury or illness caused by failing to take proper medical advice or not following instructions properly. Any attempt to treat a medical condition should always come under the supervision of a qualified medical professional. Whilst we seek to provide as much information as possible about a product and its suitability, you are responsible for ensuring that it is suitable for your own needs and this includes avoiding products that include ingredients you are intolerant, sensitive or may react to.