Shipping policy

Luxescents Shipping Policy

Last Updated: June 2025

Thank you for choosing Luxescents. This Shipping Policy explains our order processing and delivery timelines so you know exactly when to expect your fragrance delivery.

1. Order Processing

  • Processing Time: We carefully pick, pack, and prepare all orders within 1–3 working days (Monday to Friday, excluding public holidays).

  • Order Cut-Off:

    • Orders placed before 12:00 PM (local time) on a working day will begin processing that same afternoon.

    • Orders placed after 12:00 PM or on weekends/public holidays will start processing on the next working day.

  • Stock Notifications: If an item is unexpectedly out of stock or delayed, we will email you within 24 hours of your order to update you on the new processing timeline or suggest alternatives.

2. Shipping & Delivery

  • Delivery Time: Once your order has shipped, please allow 2–5 working days for delivery, depending on your location within South Africa.

  • Shipment Confirmation: As soon as your package leaves our warehouse, you will receive an email with:

    1. Courier name

    2. Tracking number (with a link to track online)

    3. Estimated delivery date

  • Carriers: We partner with reputable couriers (e.g., The Courier Guy, Fastway, or DHL) to ensure your parcel arrives safely.

  • Remote & Rural Areas: If your address is in a remote region, delivery may take an extra 1–2 working days. Any remote-area surcharge (if applicable) will be displayed at checkout or communicated via email before dispatch.

3. Tracking Your Order

  1. Dispatch Email: Check your inbox for the shipment confirmation email, which contains your tracking number.

  2. Online Tracking: Click the tracking link or enter your tracking number on the courier’s website to see real-time updates.

  3. Delivery Attempts:

    • Couriers typically attempt delivery once. If you are not home, they may leave a calling card with instructions or attempt a second delivery.

    • Please follow the courier’s instructions (e.g., scheduling redelivery or picking up from their local depot).

4. Delivery Instructions & Special Requests

  • Preferred Time Slots: If you need a morning or afternoon delivery window, add a note under “Order Notes” at checkout. While we’ll do our best, time-slot delivery depends on courier availability and cannot be guaranteed.

  • Gated Communities & Apartments: Include any access codes, guardhouse details, or special instructions in your shipping address to prevent delays.

5. Lost, Damaged, or Delayed Shipments

5.1 Lost Shipments

  • If tracking shows “Delivered” but you haven’t received your parcel:

    1. Check with neighbors, building reception, or a safe location in case the courier left your package there.

    2. If you still can’t locate it after 24 hours, email us at support@luxescentco.co.za with your order number and tracking details. We will investigate with the courier and, if necessary, file a lost-parcel claim on your behalf.

5.2 Damaged Shipments

  • If your package arrives damaged or the product is defective:

    1. Photograph both the damaged packaging and the product immediately upon receipt.

    2. Email the images and a brief description of the issue to support@luxescentco.co.za within 48 hours of delivery.

    3. Once confirmed, we will arrange a replacement or refund according to our Returns Policy.

5.3 Delayed Shipments

  • Occasionally, external factors (e.g., severe weather, courier system outages, public holidays) can delay delivery beyond the usual 2–5 working days. If your order is delayed more than seven working days after dispatch:

    1. Check your tracking link for the latest status.

    2. If there’s no update, email support@luxescentco.co.za We will open an enquiry with the courier and keep you informed of any progress.

6. Order Cancellations

  • Before Shipping: You may cancel or modify your order within 2 hours of placing it (before processing begins). Email support@luxescentco.co.za with your order number and cancellation/modification request.

  • After Shipping: Once your order has shipped, cancellation is no longer possible. If you wish to return the items, please refer to our Returns Policy for instructions.

7. Contact Information

If you have any questions or concerns about shipping, please reach out:

Thank you for shopping with Luxescents. We strive to deliver your fragrances quickly and reliably so you can enjoy them as soon as possible.