Frequently asked questions
Ordering · delivery · returns · authenticity
Who am I buying from?
LuxScout. We are a retailer, not a marketplace — we buy what we list and sell it to you directly, so there is one company responsible if something goes wrong. LuxScout is operated by NodusTech Ltd.; the full seller details are in our Terms of Sale.
Are the products genuine?
Yes. We sell genuine branded goods and we do not sell replicas or “inspired by” products presented as something they are not. For branded fragrance and body care we hold supply-chain evidence on file, or we do not stock the product — that check is enforced by the system, not by anyone remembering to do it.
We are an independent retailer. Unless a listing says otherwise, we are not an authorised dealer for, or affiliated with, the brands we sell.
Do I need an account to buy?
No. You can check out as a guest and track your order afterwards with your order number and the email address you used. An account is optional — it keeps your orders, addresses and saved products in one place, and it is never required to buy or to exercise your rights.
Why does the site ask which country I am shipping to?
Because everything depends on it: which products we can actually deliver to you, the currency you are charged in, the tax treatment, and the delivery estimate. We use your browser's region only as an initial suggestion — you set the real answer, and you can change it at any time at the top of any page.
Is the price I see the price I pay?
Within the EU the displayed price includes VAT. Delivery is shown separately before you pay, and the total on the final review step is exactly what will be charged. Nothing is added afterwards.
If a price or availability changes between putting something in your bag and paying, we tell you and ask you to confirm. We will not quietly charge a different amount.
How long will delivery take?
Each product shows an estimate for your country before you pay, in business days, combining time to dispatch and time in transit. It is calculated from the warehouse the item actually ships from rather than from a site-wide promise. Details are on Shipping & delivery.
Why did my order arrive in two parcels?
Because the items were held in different places. Splitting the shipment gets each item to you sooner, and it never costs you more.
How do I know a size will fit?
Shoes carry both EU and US sizing on every variant plus a real size guide, and a size we cannot deliver to you is shown as unavailable rather than hidden — so you can see that it exists and is out, instead of wondering whether we stock it at all.
Do eyewear frames come with lenses?
Only if the listing says so, and it always says so explicitly one way or the other. Optical frames are normally sold as frames, with prescription lenses fitted separately by your optician. A frame listing that does not answer the question cannot be published.
Can I change my mind?
Yes. If you are an EU consumer you have 14 days from delivery to withdraw from the purchase without giving a reason, and a further 14 days to send it back. Sealed cosmetics — fragrance and body care — cannot be returned once unsealed, for hygiene reasons. See Returns & refunds.
Something arrived faulty or wrong. What now?
Contact us and we will arrange a replacement or a refund including the cost of sending it back. Your statutory rights over faulty or misdescribed goods are in addition to the right to change your mind, not instead of it.
How do I track my order?
From your account if you have one, or from the order tracking page with your order number and email address. Every shipment is tracked.
How are payments handled?
By Stripe. LuxScout never receives or stores your card details. Larger orders may ask for additional verification from your bank before we accept them.
What do you do with my data?
Only what is needed to sell to you and deliver it. The supplier who packs your parcel receives the delivery address and the contents of that shipment and nothing else. We do not sell personal data and we do not run advertising trackers on this site — see the Privacy Policy, including the cookies section.
What about the LuxScout mobile app?
The app is a separate product with its own features. There is no subscription — nothing here or in the app is sold on a recurring plan. It is described in its own sections of the Privacy Policy. Nothing on this website requires it, and buying here has nothing to do with it.
Still have a question?
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