Frequently Asked Questions
What is a Luxe Box membership?
By joining the Luxe Box community, you will be treated to a variety of beauty specials, exclusive product launches, and a customized Luxe Box every season (once every 3 months) filled with 7 trial-sized beauty and lifestyle products to help you stay on trend for the upcoming season!
Each Luxe Box is curated by our top Beauty Editors according to your Beauty Member Profile. You will receive a Luxe Box 4 times a year with the most exciting products of the season and will always receive complimentary shipping.
You may subscribe for a Luxe Box membership through our website for as little as $27.50 a season. If you are enjoying your Luxe Boxes, your membership will automatically renew for your convenience. If you are not enjoying your membership, you may deactivate at any time.
How can I sign up?
Experience the Luxe Box Membership and sign up today. You can join the Luxe Box Community here: Subscribe
Step 1: Select which membership plan you would like to go with.
Step 2: Proceed to checkout and fill in your billing and shipping details.
Step 3: Congratulations! You are now a Luxe Box Member. Don't forget to fill out your Beauty Profile!
Where do you ship to?
Luxe Box memberships are currently available to Canadian and USA residents only and ship via Canada Post and USPS respectively.
If we begin to ship internationally, we will be reaching out to share the exciting news! :)
I live in a rural location. How will my box be shipped to me?
Your box will be shipped through Canada Post via untrackable mail. If you do not receive your box please email email@example.com and we will either issue you a refund or ship another box to you via your next shipment.
Methods of Payment
All payments are made online by credit card. We currently accept Visa and MasterCard credit cards. We also accept Visa Debit cards. We do not accept Debit MasterCard and prepaid cards.
Does my credit card get charged automatically?
If you have the quarterly plan, you’ll be billed for your first box with your initial purchase. Starting with your second box, you’ll fall on our regular billing and shipping cycles. Payments are processed in advance on a pre-order basis. Once a payment is made, you will be set to receive the box for the upcoming season. All charges are final. No refunds will be accepted.
If you have the annual plan, you’ll pay in full with your initial order and will not be billed quarterly — you’ll be billed for another year after your 4th box unless you deactivate your subscription. Payments are processed in advance on a pre-order basis. Once a payment is made, you will be set to receive the 4 boxes for the upcoming year. No partial refunds will be permitted.
Why did my payment transaction not go through?
Payment transactions can fail for several different reasons. Here are some steps you can take to resolve payment issues:
- Ensure that you are using an accepted credit card. Currently, our payment system accepts Visa and MasterCard credit cards. We also accept Visa Debit. Please note that MasterCard Debit, prepaid Visa, and prepaid MasterCard do not work.
- Make sure the credit card is current and valid.
- Verify that your billing address is entered correctly. One of the most common reasons for failed transactions is an incorrect billing address. Confirm that you have entered your address in exactly how it appears on your credit card bill. If you live in an apartment, please enter your apartment or suite number in the “Suite” field on the Checkout page. Currently, our payment systems accept VISA and MasterCard.
- Try re-entering your CVN or security code.
- Ensure that your name is entered correctly. If you have a middle name listed on your credit card, please ensure that you enter it in the “First name” field. For example: John M Doe First name: John M, Last Name: Doe
- Try another credit card. If you are still unable to process your payment, try an alternate credit card.
- Try a different browser. Some browsers can produce errors when processing a payment - we have found that our systems work best on Google Chrome.
- Contact your bank. If you continue to experience trouble processing your payment, please contact your bank. They will be able to advise you on any updates with your credit card.
If you are unable to process your payment through our system after trying these steps, please email us at firstname.lastname@example.org and one of our member service representatives will be happy to help you sign up. We look forward to welcoming you to the Luxe Box community!
Do I get to choose the products in my box?
One of the exciting parts of getting a seasonal Luxe Box is the surprise element every season. Our beauty editors typically pre-select the collection of products that are in your Luxe Box.
Every season, we may send members an email with a special upgrade offer to switch out your regular Luxe Box with a different themed box with set products. By upgrading, you will guarantee the listed products in your next box.
Missing Luxe Boxes
Luxe Boxes usually take between two to five (up to seven) business days to arrive from the moment they are shipped from our facilities. After this period, we will send an email to all members whose parcel tracking information indicates that the Luxe Box has not been received (e.g. parcel returned to sender, available for pick-up at the Post Office, etc.). The email will include instructions on what to do in each case. We will then open an investigation with Canada Post on your behalf to determine the status of your parcel to ensure that you do not miss out on your Luxe Box!
Damaged or Missing Products
Please report any damaged or missing products within 30 days of your shipment date. Email our Support Team at email@example.com and we will be happy to find a solution for you based on the situation. When applicable, please attach a picture of the damaged product in your email. Please note, you have 30 days to report your damaged or missing item starting from the ship date. After 30 days Luxe Box will not issue replacements for damaged/ missing items.
What if I don’t like the products I receive?
We do our best to provide you with products that you will enjoy. A great part of the Luxe Box membership is trying out new products to find the ones that are best for you. We do not accept returns on the samples, but you can most certainly pass the samples onto someone else who you think would be interested.
Will my membership be customized for me?
From time to time, your Member Profile will be used to customize the products in your Luxe Box and the exclusive perks you receive as part of your membership. Our beauty editors typically pre-select the products in your Luxe Boxes based on current trends, popularity, availability, and suitability. Every season, Luxe Box combinations differ and are based on the wide assortment of products available.
I haven't received any notifications.
Email is our first line of communication with you. To make sure you do not miss any notifications, please do not unsubscribe from our mailing list and check your junk mailbox from time to time.
If you need to change your email address, please contact us at firstname.lastname@example.org and we'll help you out.
I forgot to update my address and my Luxe Box was Returned To Sender, what happens now?
If you have missed the deadline to change your address, or have enter your address incorrectly, a charge of $15 ($8 for the Return to Sender Fee and $7 for reshipment) will be invoiced to you if you wish for your Luxe Box to be reshipped.
Please note: Luxe Box is not held accountable for any packages that have been shipped with incorrect shipping information. However, if you have updated your shipping address before the deadline and your box was still shipped to the wrong address, please email us at email@example.com and we would be happy to help you out!