Frequently Asked Questions

GENERAL INFORMATION

We endeavour to respond to any emails we have been sent within 24 hours. Due to the large volume of emails we receive on a daily basis, a response may sometimes take a little longer to come back to you but we do answer any emails we receive as soon as possible. Please rest assured that we read every single email we receive.​

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Whenever you place an order with us, a confirmation email is sent to you with details of the order you have made. As soon as your order is processed and dispatched, a second confirmation email is sent to you indicating that your order is now in its way to you. If you have not received these emails, it is possible they may have been caught in your spam mail folder.

It is advisable to look through your spam mail and see if your confirmation emails have appeared there, as you can then make adjustments to ensure that they come through to you without issue in the future. It is also possible that there may have been some sort of error with your confirmation emails not reaching you, either because of server issues or problems in transit.

If in doubt as to the status of your order, try logging in to your account and looking at your present order by clicking on 'View current/previous orders'.


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ORDERING

We endeavour to make the ordering process as simple as possible for you. To order a product, you must first click on the item you are interested in purchasing and a page with information detailing the specifications of the product will be displayed, along with price and weight details. Click the 'Add To Cart' button to add the product to your shopping cart.
Much like shopping in a regular store, your shopping cart allows you to safely keep your items held waiting for you while you continue browsing for other products to add. Whenever you add an order to your cart you will be taken directly over to the cart, which will display a listing of the products you have chosen and a total price before any shipping costs have been added. You may also change the quantity of any item if you require more than one of anything in particular. You can access your shopping cart at any time by clicking on the 'View Cart' button, available in the 'Shopping Cart' box on the right-hand side of the website.​

When you have finished adding all of the items you wish to buy to your shopping cart, you may click on the 'Checkout' button to begin the submission of your order. You will be greeted with a page requiring your email address, contact and billing and delivery address details. Please ensure that you verify the information you supply in the relevant fields, and always check that the details you are submitting are correct. 

The 'Payment And Shipping Method' page will allow you to specify both your chosen method of payment and the delivery service that will be used to deliver the product to you. You may only select either a 'Credit/Debit Card' method. When you have selected the details applicable to you, you are ready to move on to the 'Payment Details' page. It is here that you can enter details such as credit card information. If you have chosen an alternative method of payment, your order will be classed as an 'Invoice Order'. A total amount including shipping will be shown, as well as a breakdown of the products you have ordered.

If you are absolutely sure that your order is correct and you have entered all your payment details correctly (if ordering with a credit card), click on 'Continue' to finish and submit your order to us. A final breakdown of products with a total cost including shipping will be displayed, and a confirmation email will be sent to you at the email address you specified when placing the order.

Your order will now be with us, ready to be processed!


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We currently accept payments by credit or debit card through Stripe. We are looking into being able to accept Apple Pay and Android Pay in the not too distant future.​

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Yes. Stripe follows the strictest requirements for security in the industry.

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We don’t store any of your card details. This way no harm can come to your details or your identity.

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Your card statement will display either ‘Lux Fragrantia’, ‘DS Candles’ or ‘Stripe’.

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As soon as you place your order you will receive an order confirmation email at the email address you specified. This email will contain a summary of the products you ordered, the total cost and includes an order number which you can quote if you have any queries regarding the status of your order. You will receive a further email as soon as your order has been dispatched, indicating the order is now on its way to you.

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Whenever a customer places a Credit/Debit card order, the card information is rigorously checked to ensure maximum security and prevent potential credit card fraud. Your bank may require security checks to validate your purchase. If all of the details are correctly matched and verified, your order will be processed as soon as possible. If there are any issues, a member of staff may be required to look into the situation and may contact you to verify some details.

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Providing you contact us before your order is dispatched and ideally as soon as possible after making the order, you should be able to cancel your order without a problem. To do this, email or phone us with your order number to hand. If the order is still being processed, we will cancel the order for you. If it has already been dispatched there is nothing we can do. You may refer to our returns policy for the next stage.

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DELIVERY INFORMATION

Luxfragrantia.com has a range of shipping methods to suit our customers. These vary in cost and delivery time. We advise customers to take a look at our Shipping Information page, this page contains a breakdown of our shipping methods and how long each will take to deliver the product to you

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​Indeed you can. We appear regularly at various markets throughout the NW of England. Please see our ‘Market Schedule’ page for further information. You can also pop into our Salford based offices should you wish.

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The time it takes for our customers to receive an order depends entirely on the locale, the shipping method chosen and the date the order was made. We advise customers to take a look at our Shipping Information page, this contains a breakdown of our shipping methods and how long each will take to deliver the product to you.

Please be aware that the stated delivery times, although often accurate, do vary depending on delays within the postal system. Any delays that occur during transit are entirely down to the postal service in charge of delivering the parcel.

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If your order is slightly delayed, you can email us for assistance at orders@luxfragrantia.com, quoting your order number and the email address you used to place the order.

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Yes, you can track your package depending on the delivery method chosen. The tracking number will be sent in a confirmation email as soon as your order is dispatched and on its way to you. If you have chosen a delivery method that does not feature tracking, this will not be available.

If, for some reason, you did not receive a confirmation email when your order is dispatched but would still like to track your parcel, simply email us with your order number and a member of staff will supply you with the tracking number.


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All of our orders are sent in discreet packaging; typically plain envelopes or brown boxes. There is no reference to the website featured on the package, and the label will display a delivery address only.

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If you feel that your package has been lost in the postal system, please contact us and one of our customer support advisors will help you work with the courier that was transporting your package to deal with the matter further.

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RETURNS/REFUNDS

If you wish to return an item for any reason you can do so, but you must first confirm that this is possible by contacting returns@luxfragrantia.com. Any goods returned to us without prior consent are sent back to you at your cost.

You must ensure that you initiate a return within 14 days of receiving your order. Items must be returned in a new and unused condition. We will refund the cost of the item(s) but the shipping is non-refundable. Please be aware that returns are subject to a £1.00 charge. This is to cover the charge issued to us by the bank for every refund applied for.

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In the highly unlikely event that an item sent to you is found to be faulty, you may send it back to us for a replacement. We will refund the cost of sending the item back to us. We will not accept extra charges for other courier services or guaranteed next day services. We recommend using an insured delivery method, however, we will not accept extra charges for Fed Ex or other overnight courier services.

If a product arrives and the packaging is in any way damaged, please DO NOT ACCEPT the delivery.

Please make sure that you have clearly read any instructions that may have come with the product, or may be displayed on our website, as products found not to be faulty when they come back to us will be sent back to you at your cost. 

Please note that our return policy also applies.

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If you would like to exchange your items for different products in our range, you may do so within 14 days of receiving them. Items returned must be in a new and unused condition. Please detail which items you would like as replacements. We will charge your card for the cost of sending these replacements out to you, as well as any extra balance that your updated order may incur. Please note that our return policy also applies.

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