Frequently asked questions? 

 

How do I make a purchase?

Making a purchase on LUXACE.COM is easy. Wherever you see a product simply select your size and/or colour then click ‘Add to Cart’. Once clicked your chosen item will appear in the shopping bag in the top right corner; you can continue to browse and shop; anytime you wish to view your cart you can hover the shopping cart icon in the top right corner to give you your shopping bag and the items added. When you are ready to go to checkout and place your order; click on the button ‘Check Out’ in the shopping bag which will take you to our simple checkout process. If you have any problems please contact us.

Can I order by telephone?

LUXACE.COM only operates from online payment system so we can help you with your order but all purchases will need to be made via our website which is also secure and safe.

How do I find a specific item?

Our store has a built in search bar this is located in the top left corner, you can type in any designer, word or item you require and search results within the store will load below.

Once you have selected your desired brand or item, you can filter the listings further using the options on the left of the page. Throughout the site there is an active navigation bar; so whilst you scroll down the navigation will remain always at the top so there is no need to scroll all the way to the top.

How do I know if an item is in stock?

Most items displayed are in stock. When you click on to a product, you can immediately see which item is available narrowed down to the colour and/or size. Some sold out items can also be ordered on a pre-order basis which is usually 4-6 weeks; unless stated otherwise. Items which have a label coming soon, if you add your email to be notified as soon as the item arrives in stock you will be emailed.

What payment methods does LUXACE.COM accept?

We accept American Express, Visa and MasterCard. For customers in the US, we also accept Discover.

Is it safe to use my credit card online at LUXACE.COM?

The answer is simple, yes! LUXACE.COM has partnered with Worldpay for all our credit card transactions who are one of the largest in the world for processing payments; they have a very robust and secure platform; in addition this system is used by most banking services worldwide. We are actively working to ensure your purchases are safe and secure. For your protection, all orders go through various fraud-checking processes. From time to time we may contact you to verify any information submitted with your order.

How will I know if you have received my order?

After your order has been placed, you will receive a confirmation email to advise you the order has been received. This does not mean your order is confirmed; only after your credit card details have been approved, the delivery address has been verified and all items are available in stock and prepared for dispatching; your order will be ready to be shipped. You will receive a successful dispatch confirmation of your order. In the instance any of the items are unavailable from our warehouse, we will either refund you for the out of stock items or we will suggest alternative items you can exchange the purchase with.

When will I receive my order?

All orders which are ready to be dispatched will be prepared and shipped using our delivery partners: DHL, UPS and USPS. Your order will be delivered Monday to Friday between 9am and 5pm. If you have chosen our next day service placed by 12noon will be delivered on the next working day. Any orders for next day delivery on Friday will be delivered on Monday. For security reasons, all orders must be signed for on delivery.

Can I collect my order instead?

For security reasons, and because your order must be signed for, we do not offer a local pick-up or collection point.

Am I able to track my order?

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on customercare@luxace.com and we will track the order on your behalf. If you place an order and choose our same-day shipping service, you will receive a text notifying you of the status of your order.

How do I return an item?

Returning an item is simple, you will need to request a returns number within 14 days of receiving your item. For full information and details please see our Returns page.

Why are shipping restrictions applied to some products?

We are unable to ship certain items outside EU countries. All these items the customer will be notified and advised on the process as there may be a delay on processing these order.

In what packaging will my goods be delivered?

When you shop at LUXACE.COM you can choose how you would like your purchase to be packaged. Opt for our marbled boxes — iconic and artist-designed; alternatively, choose our eco packaging option, marble-lined brown boxes which are discreet, chic, recycled and recyclable. Both options are free of charge and whichever you choose, each item will be perfect when you receive it. All shoes will arrive in the designer’s original packaging.

Do I have to pay duty and import charges?

EU customers will not be liable for additional duties or import taxes within European Union. However regions outside this zone may be liable to local taxes and import duties. An added feature we offer is tax free prices for all clients outside EU. This will be deducted once you input your country in the checkout section.

Is my personal information kept private?

Please be assured that all information shared with us will be private and confidential. We will never share or sell your personal information without your consent. For more information please visit our terms and conditions.

How do I contact customer care?

Please go to the contact link on LUXACE.COM