Help centre
Orders · delivery · returns · account
Looking for an order? Track it from your account, or with your order number and email address on the order tracking page. You do not need an account to do this.
Your order
- Where is it? Open the order — it shows its current state, the courier and the tracking number as soon as it ships.
- An estimate has passed. Contact us with the order number and we will chase the carrier and tell you what we find.
- It arrived in two parcels. That is normal when items are held in different places, and it never costs you more.
- You want to cancel. If it has not shipped, ask from the order page. If it has, use the right to withdraw instead.
Returns and refunds
EU consumers have 14 days from delivery to withdraw without giving a reason, and a further 14 days to send the goods back. Sealed cosmetics cannot be returned once unsealed. Start a return from your order, and see Returns & refunds for how refunds are calculated and who pays return postage.
Faulty, damaged or wrong items are handled separately and at our cost — contact us rather than starting a standard return.
Delivery, sizing and product questions
Delivery estimates, split shipments and which countries we serve are on Shipping & delivery. Sizing, materials and specifications are on each product page — if something you need is not there, ask us and we will either find out or say we do not know.
Your account
- Sign-in trouble. Use password reset.
- Addresses and saved products. In your account.
- Deleting your account. See Delete account. Orders already placed are retained where the law requires it.
- Your data. Access, export and deletion are covered in the Privacy Policy.
Payment
Payments are processed by Stripe and LuxScout never sees your card details. If a payment was declined, your bank will usually know why before we do. If you have been charged and no order appeared, send us the date and amount and we will find it.
Reach a person
Please include your order number if you have one — it is the fastest way to a useful answer.
You can also use the contact page, or report a problem with the site.
The LuxScout app
The mobile app is a separate product with its own features. There is no subscription, so there is nothing to bill or cancel. For help with the app, email the same address and mention the app, so it reaches the right place.