Shipping & FAQ

Seasons of LUX Subscription

Q. When will my seasonal box be shipped?

A. The seasonal boxes will be shipped out once every three months on the 15th of the month, following a January, April, July, October cycle. Your first box will be shipped to you the next shipping date after initial sign up. (ie. Orders placed Oct 14th will receive the October box first, orders on Oct 16th will receive the January box first).

Q. Can I purchase this service as a gift?

A. Absolutely (and what a great friend you are!). Simply enter their address as the shipping address at checkout and send them the link to the beauty survey. You can also update their shipping address by logging into your account on our site.

Q. If I subscribe for 4 seasons, I have to pay for them all at once?

A. No, with our new subscription service system your credit card will only be charged for the price of the current season's box on the date of shipping (15th of the month)

Q. I love this box and want to continue receiving it after the year is done, can I renew my subscription?

A. Yes, although at this time it cannot be done automatically. Simply re-purchase the subscription as you did last year. You are also welcome to fill out an updated survey so we can ensure you are continually getting the best box ever.

Q. I don't like an item that I have received in my seasons box. Can I return it?

A. Unfortunately because the products in our boxes are custom selected, we are unable to accept returns on the products inside. Perhaps you have you have a friend who will love it, and please leave us feedback to improve your selections in the future.

 

Shipping

Q. When will my item be shipped?

A. All orders are shipped out every Monday, Wednesday and Friday at 3pm except on Holidays. Orders placed before 2 pm (MST) on shipping days will be sent out that day. Otherwise your item will be shipped the following shipping day.

Q. How will by order be shipped? Will I get a tracking number?

A. All orders are shipped with Canada Post and include a tracking number for your convenience. Shipping rates and estimated arrival times will be calculated by Canada Post at time of checkout. Free shipping is included on purchases of $150 dollars or more, and will be shipped Standard. Should you require more immediate shipping please call (780) 451-1423 and we can arrange a shipping option for you.

Q. Is there a signature required for my parcel?

A. Yes. All our shipments are required to have a signature for delivery. This is to protect you and your products as safe-dropped parcels may freeze if left outside or may get lost or stolen.

Q. Can I come pick-up my order in-store?

A. Yes! At checkout, please select In-store Pick Up as your shipping option. Please give 1 business day for your order to be processed and we will notify you once your parcel is ready. Orders will be held in-store for pick up for 14 days. If for any reason you cannot pick it up in that time, please call the store at (780) 451-1423 and we can arrange for your order to be held for an extended time.

Q. When I go to checkout, the only shipping option I have is “In-Store Pickup”. Why can’t I ship?

A. Due to the fragile nature of some of our products, we simply can’t risk putting them in the mail box for risk of breakage or extreme temperatures. These items will only be available for in-store pickup.

Q. Do you ship International?

A. At this time we are able to ship to Canadian addresses only.

Q. My order arrived damaged/broken. What can I do?

A. Please call us at (780) 451-1423 immediately. Please save the box and packing materials from the damaged shipment so we are able to file for a damage claim with Canada Post.  

 

Returns

Q. What is your return policy?

A. Unopened and unused products may be exchanged for alternative product(s) or Store Credit within 30 days of purchase. Items purchased on clearance or promotions are FINAL SALE. No credit returns.

If you would like to return any products from your order, please contact us at (780) 451-1423 to request authorization for your return. We will not accept any returns sent to us without prior authorization.  

 

Shopping

Q. What types of payment do you take?

A. We accept Visa and Mastercard at this time. We do not accept AMEX.

Q. What happens when I buy a gift card online?

A. At this time, when you buy a gift card we will ship a physical card with the purchased amount to your specified address (or leave for pick-up in store). If you would like to send the card to someone else, please specify their address in the 'Shipping Address' field at checkout.

Please specify any messages you would like included with the gift card (ie. Happy Birthday Jenn!) please write in the 'special instructions' box at checkout.

Q. How can I redeem my Gift Card online?

A. To redeem a gift card online, please contact us at Indulge@luxbeauty.com with the barcode number on the card. We will immediately respond to you with a custom online purchase code for the value of the card. This will remove the balance from your card for your purchase.

Q. The item I want is sold out. Can you order one in for me?

A. If the item you are looking at is unavailable please call us at (780) 451-1423 to be added to our client request list. We will then be able to notify you once your item is available. Please note: not all items will be available for re-stock due to our inventory and seasonal changes.

Q. How can I be sure the colour of the product I see online will look the same when it arrives?

A. Every computer monitor is calibrated differently. We make sure that the monitor we use is as close to true as we can get. If you’re viewing an item on our website on a monitor that is calibrated differently than ours then there may be a slight colour discrepancy. We will also note on the item description if the true colour looks slightly different than in the photo.

For products that require true matching (ie. Foundation, concealer) we will enclose a small sample of the product you can test before opening the product. Due to sanitary reasons we cannot accept opened and tested cosmetic products, regardless of color compatibility.