FAQS-Welcome to Enluxury

Yes. If the order status is not “Dispatched” (login your account in our website and check the status from your order history) , you can modify the purchase items by simply sending us a message and telling us which item you want to change. After receiving your message, we will cancel the previous order and refund you. At the same time, we will send you a new invoice, in which includes the payment button for the new item you want to change.

2. Can I modify purchase items after dispatched?

No. If the order status is showed “Dispatched” (login your account in our website and check the status from your order history), it means the order has been sent. Please read our return & exchange policyto see more details.

3. Can I change my delivery address?

Yes, if the order status is not “Dispatched. You can login your account and check the order history to see the order status.

4. Can I cancel my order?

Yes. If you changed your mind after making the payment, you can cancel the order by simply sending us a message and telling us the order number. We will refund you soon after. Please note that, cancel order won’t be accept if the order status is “Dispatched” (login your account in our website and check the status from your order history)

About Payments

1. How can I pay by credit card?

There were payment options at the end of the order summery page. Each option described the card types that the option accepts. Most options will require customers to fill the billing information before paying. Be careful, only the payment with correct billing information can be processed.

2. How can I pay by bank transfer?

We have bank accounts in US and UK. Customers can transfer the money directly to our bank accounts. This payment option is especially for the order amount that is over $2000. The step to pay by bank transfer is showed below:

Selecting the items directly from our website and add them to the card.
Register/Sign in
In order summery page, select Google Checkout as the payment option
Our Sale person will contact you later, and let you know our bank account details

3. Why my payment is declined?

There are different reasons for declines:

The billing information is not matched with the card
The IP address you present when buying is different from the country the billing address recorded. For example, if you are buying from Asia, but using a card from US. Then, the payment will be declined.
Your chargeback record exceeds our standard.
Your billing information is in our block list.

4. Why do I need to pay by Google Checkout?

If your order exceeds certain amount, our system will automatically direct the order to Google checkout Payment option. It is to avoid fraud.

5. How can your website protect my payment information?

Our system never stores the card information in our system for any proposes, and other personal or billing information will be deleted right after usage. Please be confident with that when buying.

About return

1. How can I return the item?

Please contact us, and our customer support team will find a best way for you.

2. Can I return the item for a full refund?

Yes. If by any reasons you are not satisfied with our service or products, you can return it within 30 days of receipt. Believe me, it is the best return policy you can find from the Internet.
Please note that, we can only issue a full refund if the item is not used with tag attached.

3. What if the item is broken during usage and I want to repair it?

Don’t worry. There are no charges for repair or postage, and if you can answer few questions from our customer support, you may not need to return the item. Instead, we will find a better solution for you. For more details, please just contact us.

4. What if I want to return the item for a refund after usage?

We don’t recommend customers doing such things. Firstly, it is expensive for sending it back. Secondly, we will make charges upon the condition of the item. Our labor costs, postage and refreshing costs will be involved on the charges. We can’t tell the final charges before the receipt of the item, but we will try our best to make the charges fair. Customers will receive a invoice that contains all costs that are deducted.
Please note that, chargeback from customers will deeply hurt your credits, and may be banned from other website in future purchase.

5. What if I want to return the item after purchase?

If the order is not dispatched, you can simply send a message to us. And we will cancel the order for you.
If the order status is dispatched, please contact us and we will find a solution for you.

6. When can I receive my money?

We will send the money right after receipt. And the money should come into your account within 3 working days. Sometimes, after sending the money, the bank may hold the money for a while. It may take 7-25 working days, please contact us if you still not receive your money after 30 days from sending.