Frequently Asked Questions (FAQ)
This page is designed to answer the most common questions regarding our products, services, and shopping policies at Edelux.
1. Order Information & Tracking
- How can I track my order?
Once your order has been dispatched, you will automatically receive an email containing your tracking number. You can track your parcel directly on our Order Tracking page or via the carrier’s portal. Please allow 24–48 hours for the tracking information to update.
- I haven't received my tracking code, what should I do?
Please check your spam or junk folder, as our automated emails occasionally end up there. If you still cannot find it, contact us at info@edeluxtm.com and we will provide it to you manually.
- Can I cancel my order?
You can cancel your order within 6 hours of placement. After this window, the order may have already been processed and handed to our logistics partners. In such cases, you will need to follow our return process after receiving the item.
2. Shipping & Delivery
- Where do you ship and what are the costs?
Currently, we exclusively ship to the United Kingdom. Standard shipping is FREE on all orders, with no minimum purchase required.
- What is the total delivery time?
– Order Handling Time: 1–2 Business Days (Monday – Friday)
– Transit Time: 7–10 Business Days (Monday – Friday)
– Estimated Total Delivery: 8–12 Business Days.
- Will I have to pay customs duties or taxes?
No. All prices displayed on our website include VAT. We ship via DDP (Delivery Duty Paid), meaning we handle all customs formalities. The price you see at checkout is the final price you pay—no hidden fees upon delivery.
3. Payments
- Which payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Maestro, American Express, Discover, Diners Club) as well as Apple Pay, Google Pay, and Shop Pay.
- In which currency will I be charged?
All transactions are processed and displayed in British Pounds (£ / GBP).
4. Returns & Refunds
- What is your return policy?
We offer a 30-day return window from the date you receive your item. The product must be unused, in its original condition, and in its original packaging. For full instructions, please visit our Refund and Return Policy.
- Do you charge restocking fees?
No, we do not charge any restocking fees on returns.
- Who pays for the return shipping?
– Defective/Incorrect Items: We cover the shipping costs.
– Change of Mind: The customer is responsible for the return shipping costs.
5. Contact Us
- Still have questions?
Our support team is here to assist you from Monday to Friday, 9:00 AM – 5:00 PM (GMT).
Company name: Luxora Group Ltd
Address: 50 Princes Street, Ipswich, Suffolk, IP1 1RJ, United Kingdom
Email: info@edeluxtm.com
Phone: +447412806463
Company number: 15980733