Shipping Policy

Shipping Policy

the Lux Label ("we" and "us") is the operator of (www.thelxl.com) ("Website"). By placing an order through this Website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase, however with The Lux Label shipping is provided for Free as we have discussed and negotiated with our suppliers and agents in order to provide you our customer the best buying experience possible, however due to the nature of tax laws in RSA and the rest of the world TAX will be part of all final purchase amounts.

3. Returns

3.1 Return Due To Change Of Mind

the Lux Label will not accept returns due to change of mind So make sure that when you purchase you are 100% sure that the product is for you and that it is purchased correctly as a gift, if it is a gift and it requires a return we will try and assist according to our suppliers return policy but all products should be in original packaging, not used at all and returned within 48 hours of delivery only. No exceptions. 

Return shipping will be paid at the customers expense and will be required to arrange their own shipping or alternatively we will arrange shipping for you on request at a cost. 

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.

(the Lux Label) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

the Lux Label will happily honor any valid warranty claims, provided a claim is submitted within 60 days of receipt of items.

Customers will be required to pre-pay the return shipping, however we will not reimburse you upon successful warranty claim.

Upon return receipt of items for warranty claim, you can expect The Lux Label to process your warranty claim within 7 - 14 days.

Once warranty claim is confirmed, you will receive the choice of:

(a) replacement item sent to you (if stock is available, this is the first option that The Lux Label will offer. 

(b) a refund in store credit

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments/deliveries are in transit for 7- 14 days

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for between 4 - 22 days on average. This varies greatly depending on the courier you have selected and the specific service requested from them (at a variable cost) We are able to offer a more specific estimate when you are choosing your courier at checkout, however because we offer free shipping this will not be the case.

4.3 Dispatch Time

Orders are usually dispatched within 2 - 3 business days of payment of order

Our service operates on Monday - Saturday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a bare minimum.

4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Once dispatched we cannot change the delivery address, please keep this in mind. 

4.5 P.O. Box Shipping

the Lux Label will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping

We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out Of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order. However will will do our best to make sure that items out of stock are listed before you make a purchase online. 

4.8 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation with our supplier. 

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes

Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in destination country. We handle this process in order to make your delivery simple as we have already placed the Import duties and taxes in the final cost. 

8. Cancellations

If you change your mind before you have received your order, we are not able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

Again we do not provide refunds, all sales are final. 

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service enquiries, please email us at customerservice@thelxl.com

The shipping options may vary depending on the delivery address, what time you make your purchase and item availability as well as location. 

Important Costs Implications listed below for Local Products (Fragrances) 

Estimated costs of shipping per item on The Lux Label Website (Fragrances - Locally) 

At the time of processing your purchase, we will show you the available shipping methods, the cost and the delivery date of your order.

Delivery Prices for the Fragrances (Including Luxury Fragrances):

  • Delivery to your door - R90.00 ZAR each additional item attracts an additional R50.00 ZAR shipping charge,
  • Orders are shipped, on average, within 24-48 business hours from the time that the order is placed and paid for. Therefore, most orders should be received within 4-7 business days from the time that you place your order,
  • Processing time 2-4 business days, Delivery within 4-7 business days,
  • Remember that the person who comes to collect the order need only show the e-receipt with the QR code, as long as they are the buyer. If someone else comes in your place, they must also show Identification.

The time frames shown above will be extended for remote areas.

Bear in mind that deliveries are only made on working days and not on weekends or public holidays.

All orders are placed with our third-party supplier. All of your Personal / Financial information is protected by very Secure Server Software which fully encrypts (credit card information, bank account information as well as all personal information) so that it cannot be read by anyone over the internet, not even our employees of the supplier. For more info on our privacy policy page. 

 Kind Regards and thanks for shopping with us at The Lux Label.