💡 Frequently Asked Questions (FAQ)
1. How long does it take for my payment to be verified, especially when using cryptocurrencies?
Answer: The verification time depends on the network used:
* Bitcoin (BTC): Usually takes between 5 to 30 minutes, depending on network congestion.
* Binance Pay (or internal transfers): Is typically instantaneous.
* ERC20 (USDC, etc.): Takes between 1 to 5 minutes.
* BNB Chain (BEP-20): Takes from 30 seconds to 5 minutes.
2. Once my payment is verified, how long will it take for my order to be dispatched?
Answer: The procedure to prepare and dispatch your product may take up to 24 to 48 hours from payment confirmation. We apologize for any delay, as this is the time required for the courier system to collect your package. We are continuously working to improve the efficiency of this process.
3. What happens if I send the incorrect amount of cryptocurrency?
Answer: We handle incorrect payment amounts as follows:
* Underpayment (Difference greater than $1 USD): The full transfer will be returned within 24 to 48 hours. The exact amount of cryptocurrency sent will be reimbursed, according to your transfer receipt.
* Overpayment (Excess greater than $1 USD): Only the excess amount will be returned to you.
* Overpayment (Excess equal to or less than $1 USD): No refund will be applied for minor excesses under $1 USD.
4. I used the wrong blockchain network to pay. Can I demand a refund?
Answer: If you use the incorrect blockchain network, these types of transactions never reach our wallet or fund accounts. Therefore, we reserve the right to decline any refund. This error can result in a total and irrecoverable loss of your funds. The user must understand the risk of their actions. Always review and confirm that the correct network is selected, even when using recognized exchanges or wallets.
5. How can I apply a discount code to my order?
Answer: You can apply the discount code directly in your shopping cart or during the checkout process after adding your desired products. Please note that every coupon has its own rules (such as minimum total to pay, specific required products, or expiration dates). Please read the rules carefully and ensure you understand them. If you have any doubts, write to us via the Contact section (bottom menu) or from your My Account page.
6. Once my order is dispatched, how long will it take to arrive at my destination?
Answer: Since we work directly with factories and macro-importers, delivery time can vary. The delivery period ranges from 3 days up to 40 days, with a general average of 5 days.
This variation is due to several factors:
* Whether the product is out of stock in our US warehouses.
* The shipping origin, as we dispatch from different parts of the world.
Note: Our prices are exclusive and low. We prioritize the best quality-to-price ratio, even if it sometimes means adding a couple of days to the logistics to maintain our low costs.
7. What is your policy for returns, exchanges, or warranty if the product arrives damaged or is not what I ordered?
Answer: It is crucial that you check the order as soon as it reaches you.
* Damaged or Altered Package: If you notice any alteration or damage to the packaging (the courier service reports it as delivered without complaints), do not open the product. Take photos and videos immediately and open a dispute by emailing support@luxorville.com. You must wait for our instructions for the refund and package return process.
* Incorrect Product: If the package arrives fine, but the product inside is different, always record an unboxing video to protect your investment. If there is no video proof, no claim will be accepted.
* Disconformity: Our policy does not apply to simple disconformity (buyer’s remorse) due to no longer wanting the product.
* Delivery Delay: If the product takes longer than the stated time to arrive, contact support@luxorville.com to initiate conversations and verify your package status.
8. Do I have to pay extra taxes or duties to receive my package?
Answer: We strive to avoid you having to pay extra taxes or duties. However, each country and courier service applies different customs policies that are outside of our shipping contract. This can especially occur if the package is handed over to a third party for the final delivery (last mile). Therefore, the payment of local taxes or duties may be required upon receipt, and this responsibility falls to the customer.