Please Promise to read carefully our Shipping and Refund Policy

Overview

All our products are available in FREE SHIPPING. No Shipping fees will be charged to our customers. The estimated time of delivery of the items goes from a minimum of 8 to a maximum of 18 days, according with the customer address.

Luxury Promise will make a refund or resend (no return) for any of the following cases:

1. Orders Delayed

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Luxury promise. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed.

b. For Brazil, it is after 110 days counting from the date that order departed, due to the strict customs clearance at Brazil.

c. For all other countries, Luxury promise will deal with your dispute for delayed orders after 100 days counting from the date that order departed

d. For some special shipping methods, Luxury Promise cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

2. Orders not Received

Luxury Promise will not deal with the refund or resend if the tracking information shows the order is delivered.

• If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
• Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

Notes:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, Luxury Promise takes no responsibility if products have been lost.

b. If the logistics company provides return service, Luxury Promise will put the products in your private inventory and will not refund them when we receive the returned items.

c. Luxury Promise cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

3. Orders not Received

LP offers a full refund or a replacement if packages arrived are badly damaged.

LP offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, LP cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. You shall complain or open a dispute with us within 5 days after packages are delivered.

4. Incorrect or Missing Products

LP has a strict quality control process before products are dispatched. LP will deal with incorrect or missing products as follows:

a. For incorrect products, LP offers a full refund or replacement.

b. For products with wrong color, size which doesn’t affect product function, etc., LP offers a refund or resend if you provide a screenshot of your complaint including name, content and date.

c. For parts missing which doesn’t affect product function, LP may refund partially or resend the missing part; for parts missing which affect product function, LP will resend the product only.

d. For accessories, LP will resend the accessories.

Notes:

For size problem, LP will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5. Order Cancellation

For orders cancellation, LP offers a full refund before products are processed by warehouses.

a. After payment, POD orders cannot be canceled as it is customized.

b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.

Important Interpretation

1. Deadline of Opening Dispute

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

Notes:

a. For bulk purchase orders, the close date usually is around 30 days.

b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.

2. Force Majeure

LP takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, LP will notify you by email.

3. Shipping Method Limits

Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. LP lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:

PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；

4. Destination Limits

Due to limited international transportation, LP will not accept any disputes when your orders are shipped to the following countries:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.

4. Service Products

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed, LP may not refund the product cost.

b. Any disputes arising from bad quality, LP may not accept as the supplier is not LP.

c. After payment, video and photo orders cannot be canceled as CJ has planned and prepared for you after payment.

5. Unacceptable Disputes

LP shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The client ordered the wrong items or SKU.

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

For hygiene reasons, the below items are not returnable in accordance with our refund policy & hygiene international policy:

• Swim Wear
• Underwear briefs
• Wigs
• Socks
• Lingerie
• Adult Costumes
• Home Slippers

Need help?

Luxury promise always try to offer the best service. If you have any other questions, please feel free to contact us at info@luxury-promise.com