The Secure Delivery of your Gift

Understanding Our Role

As a personal shopping service, we handle the shopping and ordering process for you, but once your gift is handed off to the courier, our role transitions to you as the recipient. This is similar to how a personal shopper would work - they'd shop for you, but you'd be responsible for receiving and securing your purchases. You can review more details about this in our terms here.

Tracking Your Gift

We provide tracking information whenever available to help you monitor your gift's journey to you. We recommend staying informed about your delivery to help ensure everything goes smoothly. Here are some things to keep an eye out for:

• Customs and duties charges: These are determined by your country's regulations and are your responsibility to handle
• Missed deliveries: If you miss a delivery, contact the courier directly to reschedule
• Pickup requirements: Sometimes packages need to be collected from a courier facility, requiring ID that matches your shipping address

Ensuring Safe Delivery

Since we use the address information you provide, making sure it's secure and accurate is really important! We recommend keeping an eye on tracking updates so you can anticipate when your gift will arrive.

Missing Packages

We know it's incredibly frustrating when a package shows as delivered but you can't find it. If the courier confirms delivery to the address you provided (often with photo proof), this falls outside of what we're able to assist with as a personal shopping service. In these situations, you'll need to contact the courier directly using the tracking information we provided to file a claim.

Package Protection

Some merchants offer additional package protection against missing or stolen items. We can include this protection if you specifically request it and include the additional cost in your wishlist item value. If you choose this option, it's important to understand that merchant's specific protection policy and follow their process if something goes wrong.

Returned to Sender due to Non-delivery

Sometimes packages get returned to the merchant for various reasons (missed deliveries, etc.). When this happens, we'll issue LuxyCredits for the item's value once the merchant confirms they've received the return and processed a refund. Please note that some merchants don't offer refunds for returned items, so it's helpful to familiarize yourself with their policies when adding items to your list.

Service Fees for Additional Assistance

If you need us to coordinate with merchants about refunds or facilitate a claim for missing packages, there's a 15% service fee for this additional work. This covers the extra time and effort required to manage these situations beyond our standard personal shopping service.