- WHAT IS THELUXATELIER?
TheLuxAtelier is a luxurious online platform for buying and experiencing the world of luxury of the high end products.
TheLuxAtelier offers you exclusive and well-known major fashion houses such as Kenzo, McQ Alexander McQueen, Valentino, M Missoni and Sergio Rossi with good value and good packaging to ensure you have a splendid shopping experience with us!
- WHAT IF AN ITEM THAT I WANT IS SOLD OUT. WILL IT BE AVAILABLE AGAIN?
Unfortunately, we cannot guarantee that we will restock items that have been sold out. However, there will be some carry-over design products available from time to time. So, grab the good bargains while you can!
- WHAT PAYMENT METHODS DO YOU ACCEPT?
We only accept Visa, Mastercard.
- WILL I BE CHARGED WITH A SHIPPING FEE?
You can enjoy our free shipping service.
- HOW LONG WILL MY ITEM(S) TAKE TO ARRIVE?
We aim to deliver your item(s) as soon as we can from the date of order received and payment confirmed.
Below are the estimated delivery duration (Business Days):-
- Malaysia 7 Days
- Singapore 7 Days
- Hong Kong 7 Days
- Others 14 Days
- DO I NEED TO SIGN FOR MY ORDER?
All purchases are insured against theft and accidental damage whilst in transit from the website to your shipping address, thus requiring a signature upon receipt. We are unable to redirect orders once items have been dispatched, so please ensure there is someone who can receive your order at the specified shipping address.
- WHICH COUNTRIES DO YOU SHIP TO?
- Hong Kong
- New Zealand
- Saudi Arabia
- United Kingdom
- United States
For the countries not listed above, kindly contact email@example.com for more information.
- HOW WILL MY ITEMS BE PACKED?
* Orders will be carefully packed in our exclusive packaging.
* Designer bags will be delivered in our signature boxes.
* Shoes, accessories, small leather goods and apparels may be delivered in either the item’s original packaging (if available) or in our signature box.
- HOW DO I KNOW IF MY ORDER HAS BEEN RECEIVED?
You will receive a sales order confirmation after payment. This email will indicate that your order has been received in our system and processed before it is being prepared and shipped to you.
- CAN I CANCEL MY ORDER?
We regret to inform that you are unable to cancel your order once it has been placed.
- CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?
Unfortunately due to our swift process and shipping your order, we are unable to change your order once it has been placed and confirmed. This will include not being able to change the delivery address. Therefore, do check to ensure that everything is in order and to your satisfaction before you process your order and payment.
- WHAT IS YOUR RETURN POLICY?
We take great pride in our reputation for quality and excellent value. We adhere to our Returns Policy upon receipt of order by the customer, subjected to our terms and conditions:
- Item must be in its original purchase condition, including the original product packaging, manufacturer's containers, documentation, warranty card(s), manual(s), and all accessories. All packaging must be unmarked and not defaced in any manner.
- Any item that you received with tag(s) attached must be returned with the same tag(s) intact.
- Item purchased as part of a set or multi-item pack has to be returned as a whole set.
- We do not accept returns for intimates, earrings and undergarments due to hygiene reasons.
- All returned item will be reviewed. Item should also match the written or photographic documentation of the item's condition provided when requesting the return. Returns that do not meet these requirements will not be accepted and where applicable, customer may be charged with a fee.
- We only offer credits based on our sole discretion.
- This Returns Policy does not apply to items that have been stated as non-exchangeable and non-refundable.
- Our business days for returns is 7 days from the date of package received.
- HOW DO I RETURN AN ITEM?
Step 1: Drop an email to firstname.lastname@example.org, stating your order number and reason for the return. Items should be returned within 7 days from date of package received.
Step 2: Once the return is approved by TheLuxAtelier, we will then arrange the free pick up service to collect your item(s) from the address specified.
- WILL I INCUR ANY FEES WHEN RETURNING AN ITEM?
For all items eligible for returns, you will not be liable for payment of any shipping charges or taxes.