People asked us most here
Product
Can I return products that I have already used?
Unfortunately, we cannot take back these items and cannot refund the amount paid.Due to hygiene and cleanliness regulations, it is unfortunately not possible to return opened products.
How long do the Press Ons last?
If you use the adhesive stickers provided, the press-ons will usually last around 3-5 days. If you stick them on with the nail glue, they will last for up to 30 days.
The durability always depends on the individual application and the stress on the nails.
Possible reasons for a shorter shelf life are:
Pool and salt water
High stress on the nails
Oily oils or creams
Aggressive rinsing and cleaning agentsIncorrect application
Some of my nails won't stay on, am I applying them wrong?
To ensure that your nails adhere properly, you must first prep your natural nails with the enclosed Prep Pad. This essential step helps free your nail surface of oil and other debris. It’s also essential that you use the right size nails. If you are in between nail sizes or aren't sure which size to use, choosing the smaller size is always best for lasting wear and a more natural look. Also wait for 1 hour after application to cut or file nails or to apply hand lotion or cuticle oil.
Order & Payment
When will my order be shipped?
Normally, your order(s) wii be shipped within 48 hours and we will do our best to ship your product as soon as possible, but If you would like to cancel an order please email support@luxehermit.com as soon as possible with your order number and request to cancel.
Please note that once an order has been fulfilled we can no longer cancel or make changes to it. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.
Why was my order cancelled?
We apologise if your order has been cancelled by us. Sometimes an item is already sold out but is still shown as available in the shop. Especially if an item is particularly popular, it may have been sold out shortly before you finalised your order. In very rare cases, our system may not be able to update this in time, meaning that the order must then be cancelled. We are sorry if your desired item is out of stock.
Will I be charged the purchase amount in the event of a cancellation?Of course, you do not have to pay for items that have been cancelled. The amount will be refunded directly.
What forms of payment do you accept?
We accept payments from major credit card companies including
Visa, Mastercard, American Express, Discover & Paypal
Shipping
How long will it take for my order to arrive?
To customers who living in United States, it takes 6-8 working days for delivery but we do have fast delivery for you and it takes less than 5 days
To customers who living in EU countries, it takes 7-10 working days for delivery but we do have fast delivery for you and it takes less than 5 days
Please note that Sundays & public holidays do not count as working days.
In exceptional cases (sales events, Christmas time, etc.) it may take a little longer, but we are always working flat out to process all orders quickly and smoothly.
Why is my tracking not updating?
We're sorry to hear your tracking isn't updating. Occasionally, carriers may take 3-4 business days to update shipment statuses. If you're still facing issues a few days after receiving your tracking number, please contact us with your order details. We're here to help!
Return to sender Alerts!
Please contact the shipping carrier immediately with your tracking and full shipping address if your tracking information says an attempt to deliver was made, insufficient address, no secure location, is undeliverable and/or being returned to sender. The shipping carrier will be able to assist you and correct the issue. Packages returned due to an incorrect shipping address or refusal without having contacted us prior will be processed as a return less the cost of shipping.
Return & Refund
Faulty Items
While rare, if you happen to receive a faulty item or if there's an oversight on our part, please reach out to us immediately. We promise to address such issues with urgency and care, handling them on a case-by-case basis to ensure your complete satisfaction.
Do I have to pay the shipping costs for a return myself?
The direct costs for the return shipment are to be covered by yourself and cannot be borne by us.
If the delivered items are not in good condition in any way, you can of course return them to us free of charge - the same applies if you have received the wrong item.
For all inquiries about returns & complaints, you can contact us via our returns portal:
Reserved Rights Regarding Returns
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
1. With an irregular or excessive return history involving worn, altered, laundered, damaged, or missing items, etc.
2. Potential fraudulent or criminal activity.The incorrect items sent to us will be discarded upon receipt.Excessive Returns: Our Customer Protection Team also handles situations in which a customer return history may be indicative of fraudulent activity. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a customer, we must ensure the safety, welfare, and comfort of all customers across the globe.