FAQ

Please tell me about your products. 

Our products are vegan, gluten-free and cruelty-free.  They are handmade with love and care.  We take pride in knowing exactly what is in each of our products.  

We handle our products with safety as well. Sanitation is very important to us and for you as the customer. We sanitize everything down before, during and after any production of our products. Gloves and masks are always utilized during creating and packaging as well. 

All of our ingredients are listed on our product pages.  Please read them carefully in case you have an allergy or sensitivity to any of the ingredients listed.  

What is your shipping policy? 

ORDER PROCESSING AND DELIVERY

As soon as your order is placed, we will start to process it. You should get notifications for various checkpoints in the ordering process. If you do not, please let us know and we will check to make sure you start to receive them. You will also be assigned a tracking number with the carrier (typically USPS). Please make sure that you add our email address to your contacts so that you can receive them and they do not end up in you spam folder:

support@luxvene.com

Once your package has been shipped out, we aren't responsible for it. If you do get a delay, please keep a few things in mind.

1. Your order might take a bit longer than normal with Covid-19 and shipping.

2. Your address might not be correct. Please make sure when ordering that your address is 100% correct to avoid any delays.

3. If your package is returned to us, we will let you know. If you want us to re-ship, you must pay a re-shipping fee.

Bottom line is to make sure you double check that your address is correct. :)

When you receive your items, please inspect upon delivery. If ordered a lip balm or any item that might get softer in transit (possibly in hotter weather), please do not open it and either put it in the refrigerator for a few minutes or in a cool place to harden. If you order anything that might need to be shaken up, please do that as some of our items might separate. We do have information in our product listing if you would like to read up on those things.

INTERNATIONAL SHIPPING

We do offer international shipping to the Canada and the UK only at this time. We do expect to open to more countries as our company grows. Please contact us at support@luxvene.com for more details.

If you have specific questions on shipping rates, we can do a quick calculation. Simply reach out and we will work those details out for you. 

What is your return, exchange or refund policy? 

Due to the nature of the products, it is very rare that an exchange, return or exchange is to be made. Please read the following carefully. 

You must submit pictures and and a full description of what happened. From there, we will make the decision. We take great pride and confidence in our products and they are handled with love and care. We understand that items might shift during transit and could cause some defectiveness but this is a rare instance.

You can submit your picture and description using this email: support@myluxvene.com. Please expect 1-3 business days in response.

Please make sure you are putting the right address in full at checkout. Refunds will not be issued due to you putting the incorrect address or due to not adding the apartment/unit number. If a package is returned to The Luxvene Company due to insufficient information, you will be responsible to cover the re-shipping fee.

How can I track my order? 

You can track your order by clicking here! 

Please make sure you have your order number and email ready. 

I have a specific question. How can I contact you? 

We are always open for questions and feedback. Please feel free to reach us at any time.  We will get back with you within 24 hours. 

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