Frequently Asked Questions

Where are you based?

We are based in Miami, Florida

How does shipping work?

We are proud to partner with merchants and artisans from around the world to offer you the best prices and the most interesting products. This means that your order is shipped from regions of the world such as the United States, Thailand, Tibet, China, India, etc. via our partnership with USPS.

We also offer international shipping options - wherever you are, you can buy from us!

The tracking number for my purchase stopped working, what happened?

If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.

Note: if for some reason your order is never released by customs, we'll send you a replacement!

What if I need to return something?

No worries! Contact us right away at sales@luxandes.com  and we'll help guide you through the process and provide our return address.

How do we get in touch for press inquiries?

Send us an email to sales@luxandes.com and we'll get back to you as soon as we can.

What does Lux Andes do?

We deliver thousands of creative products to our awesome customers each month. We collaborate with different manufactures to bring you a unique and smart solution that you never will find in a regular store. 

Is my information secure?

All of our orders are processed through a secure, PCI compliant network. Offering a wide range of credit cards and PayPal as our PCI Compliant Merchant Account Providers. We never even see your credit card information and certainly would never share it with anyone else (even if we could)!

What's your privacy policy with information other than credit cards?

We will NEVER share your information with any third party. Who is a third party? Well, the first party is you, and the second party is us. A third party is anyone other than us and you.

 

How can I track the status of my order?

After we have shipped your order, an email update will be sent titled"A shipment from order #******* is on the way". You will find your tracking number and information inside the email used for the purchase with the tracking number you can track your order on theTrack Your Order page.

 

I didn't receive any confirmation for my order, what's going on?

If you didn't receive any confirmation email from us it can only mean that you either mistyped your email (for example gnail instead of gmail, gmail.con instead of gmail.com) or used a secondary email and forgot about it. You can contact us with the correct full name you used in your order and we will gladly update your email address and re-send you your order confirmation email.

I received two email confirmations, was I charged twice?

No worries, you weren't charged twice, we just send two emails to make sure our customers get their order confirmations in their inbox.

My order never arrived, what's up?

Check your email for a shipping confirmation. If you don't see anything, send us an email at sales@luxandes.com and tell us your order number. We’ll help you figure out what happened with the order.

My order arrived incomplete or damaged.

We're very sorry for any inconvenience you may have experienced by receiving your order damaged. Customer satisfaction is very important to us so all you have to do is contact us and we will send you a new order as an apology. Just send us an email at sales@luxandes.com and tell us your order number, and we’ll help you out.

I received my order but it's missing one item.

Due to high demand, we constantly have to update our inventory therefore if there are different items in a single order we ship the available items first and then ship the rest separately when our inventory is updated.

 

Question Not Answered?

You can email us atsales@luxandes.com or give us a call at +1 (844) 358-9263.

Please note: Emailing more than once will push your email to the back of the support queue. Meaning, the more you email, the longer it will take to get a response. 

We will answer your email within 24 hours.