Politique d’expédition

Last updated: May 15, 2026

At Luxxella (a brand of Tsiloko Group LLC), our goal is to provide you with a seamless shipping experience, no matter where you are located. Luxxella operates this shipping framework to help your order arrive safely and efficiently.

1. Order Processing, Handling Time & Dispatch

Orders are processed and prepared for dispatch within 1-3 business days (Monday through Saturday) using (GMT-07:00) Mountain Standard Time (Denver).

Order Cut-Off Time: 5:00 PM (GMT-07:00) Mountain Standard Time (Denver)
Orders placed before the cut-off time on a business day begin processing the same business day.
Orders placed after the cut-off time, on weekends, or on public holidays begin processing on the next business day.

2. Shipping Methods & Transit Times

After dispatch, estimated transit time is 5-8 business days, depending on the delivery destination and carrier service used.

Estimated delivery times are 6–11 days, calculated as handling (1–3 days) plus transit (5–8 days).

We work with a range of reputable carriers, including but not limited to FedEx, UPS, DHL, and USPS. Carrier selection may vary based on destination, package size, service availability, and operational requirements.

For certain higher-value shipments, signature confirmation may be required upon delivery.

3. Order Confirmation & Tracking

After you place an order, you should receive:

Order Confirmation Email: sent after checkout and containing your order number and receipt.
Shipping Confirmation Email: sent after dispatch and containing tracking information, where available.
Tracking Updates: tracking activity may take up to 48 hours to appear after the package is handed to the carrier.

If you have not received a tracking number within 3 business days after placing your order, please contact us at orders@luxxella.com.

4. Custom Orders

Items of a custom nature or requiring specific configurations may take longer to ship. For these products, processing begins only after final customization details are confirmed.

5. Cancellations

We process orders quickly, but we will do our best to accommodate cancellation requests.

Before Shipment: If you request cancellation before the order has been dispatched, we will issue a refund to your original payment method.
After Shipment: Once an order has shipped, it cannot be canceled. If eligible, you may request a return under our Refund & Return Policy.

6. International Shipping, Duties & Taxes

We ship to select international destinations. International customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or similar charges imposed by the destination country, unless otherwise stated at checkout.

Customs processing may significantly impact delivery timelines and is outside our control.

7. Delivery Issues, Lost Packages, Damage, and Claims

Once an order is handed to the carrier, carrier handling and delivery events are outside our direct control. If your order arrives with a product defect, the wrong item, or another issue caused by us, please contact us at orders@luxxella.com and we will work with you under our Refund & Return Policy.

Store-handled issues: wrong item sent, product defect, or fulfillment error caused by us.
Carrier-related issues: transit delays, delivery exceptions, lost packages, or damage caused during carrier handling.

You may be required to provide documentation such as photographs, delivery records, or other supporting evidence.

8. Address Accuracy

You are responsible for providing a complete and accurate shipping address at checkout. If you notice an address error, contact us immediately at orders@luxxella.com. Once an order has been dispatched, we may be unable to change the delivery address.

We are not responsible for delivery failure, delay, or mis delivery caused by an incorrect or incomplete address provided by the customer.