Shipping & Returns

Shipping

We currently ship to the countries listed below. For shipping to other countries, please contact us for a custom shipping quote. Orders are shipped directly from Tokyo, Japan. 

Standard Shipping - ETA 10-15 working days   (package is tracked)

Express shipping - ETA 6-10 working days (package is tracked & insured)

Country Standard Shipping
Free Standard Shipping
Express Shipping Free Express Shipping
USA USD15
>USD70
USD20 >USD125
Malaysia RM35
>RM150
RM60 >RM320
Singapore SGD18
>SGD80
SGD26 >SGD150
Indonesia USD12
>USD70
USD18 >USD139
New Zealand NZD20
>NZD90
NZD28 >NZD160
Australia AUD18
>AUD80
AUD26 >AUD160
EU - Norway USD20
>USD70
USD22 >USD125

 

Returns & Refunds

  • We have a 14 day return policy. If the product you receive is not to your satisfaction, you can return it to us within 14 days.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We have returns addresses in Malaysia, New Zealand & Japan.
  • Customers will bear part of the cost of shipping the refunded items. The international shipping fee will be partially refunded by Luxella.co with store credit of up to RM15. However, we do have returns addresses in Malaysia, New Zealand & Japan so you can choose the most cost effective one.
  • In the unlikely scenario that a wrong item is sent to you, we will cover 100% of the cost of return shipping.
  • There are certain situations where only partial refunds are granted (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days of approval.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@luxella.co

Exchanges (if applicable)
We will replace items at no extra cost to you if they are defective or damaged in transit. If you need to exchange an item, contact us immediately at hello@luxella.co and we will send you instructions on getting your item to our returns centre in Malaysia, Japan or New Zealand.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.