Frequently Asked Questions

Where's my order?

What should I do if my order hasn't been delivered yet?

1. Check the delivery date - You can find your estimated
   delivery window in your Order Despatch email – please allow until the
   end of the day on this date for your order to reach you. You should
   expect your order to arrive in the number of working days suggested, after you receive the despatch notification.
2. Track the order online - If you selected a tracked
   service when you placed your order, you'll be able to track the progress
   of your delivery through the postal/courier system. Any tracking
3. Contact us - If your estimated delivery date has passed and you have not received your order, please get in touch with our Customer Services Team who can help you further.
   information will have been sent to you in your shipping confirmation. If
   you did not select a tracked service, your order is not trackable.

We won't be able to provide you with additional information until this date has passed.  

Please note - Due to Covid-19, many shipping services are impacted and delays should be expected.

We use Royal Mail or DPD to make sure our customers are receiving their orders when they expect them. We allocate the delivery partner based on the delivery method selected and the value of your order.

Free standard delivery over £40

• £3.95 - Standard - Delivered within 3-5 business days via Royal Mail
  
• £5.95 - Express Tracked - Delivered within 1-2 business days via courier*

*Express delivery is NOT guaranteed to the following postcodes and areas
– most of the Scottish Highlands, any remote areas, including nearly
all AB, IV, KW, LA, PA, PH, BT, CA18 - CA27, HS1 - HS9, IM, TR21 - TR25,
ZE postcodes.

Currently, Luxsupp.com. only ships to the UK.

We hope to offer international shipping again in the near future.

Our "Subscribe & Save" subscription service ensures you will never run out of your chosen supplements and for your loyalty, we offer 15% off when you subscribe.

Complete Flexibility

Simply subscribe to your favourite Luxsupp supplements and choose how regularly you would like to receive them. You can choose a different frequency for each product if you’d like, or schedule to receive them at the same time each month. You can pause, reschedule or cancel your subscription to any product, at any time, from any device.

You can manage your subscription, by logging into your account here and clicking the "Manage Subscriptions" tab from the top left-hand menu.

Real time notifications

We will let you know we are going to ship your next order three days before each delivery making it easy for you to keep track of the products you’ll receive and when you’ll receive them.

You can manage your subscription, by logging into your account here and clicking the "Manage Subscriptions" tab from your account page.

You can manage your delivery schedule, order frequency and individual subscriptions, as well as update your billing information and view your purchase history. 

You can also reactivate cancelled subscriptions if you wish to.

If you have forgotten your password, please use the "Forgotten password" link on the account login page and follow the instructions.

If you do not have an account, you can request an account creation invite by clicking here and following the instructions.

Please log into your account here and then follow these instructions:

Once logged in, you will need to:

click the "Manage Subscriptions" tab
then click on the "Manage this subscription" button found under the product title of the subscription that you wish to cancel
and then select "Cancel Subscription".

Should you wish to cancel or manage your subscription, you can do so by logging into your account here and then follow these instructions:

Please log into your account here and then follow these instructions:

Once logged in, you will need to:

click the "Manage Subscriptions" tab
then click on the "Manage this subscription" button found under the product title of the subscription that you wish to cancel

On the following page, you will be prompted to choose a cancellation reason. Select the cancellation reason that closely matches your reason for cancelling and Click "Cancel my subscription" to complete cancellation.
Your subscription will be cancelled from that point.
If it has already been despatched, you will need to return it to us for a refund.If you have forgotten your password, please use the "Forgotten password" link on the account login page and follow the instructions.

You will have been sent an account creation invite following your subscription, but if you have not set an account up, you can request another account creation invite by clicking here and following the instructions.

If you contact us to cancel your subscription for you, we will do our best to stop the despatch, but cannot guarantee this, cancellations can take up to 24hrs to action. Your subscription will be cancelled from the next scheduled delivery date.

If you cancel your subscription after you have been notified your order has been despatched, you will have to return it to us. We will do our best to stop the despatch, but cannot guarantee this. Your subscription will be cancelled from the next scheduled delivery date.

You can add a new product to an existing subscription very easily by logging into your account here and clicking the "Manage Subscriptions" link on your account page.

Below your current subscription, you'll see a list of other Luxsupp Beauty Supplement "you may like or browse all products" use the "Add" button on the product you wish to add and then choose your delivery frequency and select "Add to order"

You can pay using any of the following payment methods: Visa, MasterCard or PayPal.

Subscriptions can be paid for using Visa, MasterCard, American Express, Discover, JCB & Diners Club.

Discount codes can be applied in the 'Discount' box shown on the 'Order Summary' on the first page of the Checkout.

If you have any issues applying a valid code please contact us.

If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order. We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number as soon as possible. If you have already received your order, or if your order has already been dispatched, you will need to return all the items in the order.

If one of the items you received isn't what you ordered, please email us with your order number and an image of the item received. We will advise next steps from there. Please do not proceed with posting this back to us until instructed to do so as we cannot reimburse any unauthorised return postage costs.

We are sorry if something is missing. Before you contact our Customer Services Team, we recommend checking and confirming the following:

Where you have ordered more than one item it is possible that an item is out of stock and we have shipped your in stock item separately. Please check your emails (including your junk/spam) in case we have already contacted you about this.

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If you still need to contact our Customer Services Team please ensure you provide us with the order number and details of what is missing and we will get things resolved for you as soon as possible.

We are sorry if you have received a faulty item. Please contact us within 7 days of receiving your order, quoting your order number along with details of the problem. If you can provide us with images of the problem that will speed things up.

If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges (if applicable) via your original payment method.

Please wrap items securely and label clearly with your order number on the outside of the packaging. Our full returns policy and procedure can be found here.

All returned items should be sent in their original condition and packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.

If you are due a refund, your original method of payment will determine how we reimburse you.

Credit/debit card - If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. It may take up to 5 working days depending on your bank.

PayPal – we'll process a refund to your PayPal account.

If you're returning from the UK, it can usually take up to 7 working days (excluding weekends and bank holidays) from the day after the date of your return for your parcel to be delivered back to our warehouse and we aim to process the return within 7-14 days of receipt here.

How long does a refund take?

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 10 working days depending on your payment provider.

If your return hasn't reached us after the returns timeframe, please get in touch with your proof of postage so we can help you further.

Our aim is to always be in stock of the Luxsupp vitamin or supplement of your choice, but sometimes demand outstrips supply, so please keep an eye on our website for restocks.

We also recommend you sign up to receive our emails, and keep an eye on our social media channels for special offers and new product launches too.

You can sign up to create an account with us and receive shop news and offers here.

You can reset your password by clicking here. If you find that your email address and password isn't being recognised it maybe that you haven't yet setup an account. If you have a subscription, you would have been sent an email inviting you to create an account - this isn't something that is done automatically when you create a subscription so it maybe that you need to create an account.