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FAQ


Luxiani makes shopping for designer watches online easy.

You want to express yourself with a luxury watch, from a company you can trust. Luxiani values you and your custom. We bring you only the best watch brands backed up by our superior customer support.

Please check out our FAQ below for information on:

Please contact us direct if you still require assistance: support@luxiani.com


Account information

I need to reset my password

Please login to your account and click “forgot password”. You will then automatically receive an email containing instructions for resetting your password.


Order issues

I did not receive my confirmation email

Please check that you correctly entered your email address.

My order status is ‘unfulfilled’, what does this mean?

This means that your order hasn’t yet been dispatched, but the payment was successful. When your order is dispatched, you will receive two emails: one to confirm your order has been fulfilled, and then another providing you with a tracking number.

I am having trouble with my payment method

Luxiani accepts payments from Visa and MasterCard. If you have any issues during checkout, please contact Customer Support.

The product I want is all sold out. When will it be available again, and how do I purchase?

Please sign up to our member list, and we will email you when the product is available again to purchase.

My order will not go through. What should I do?

Please check your credit card and billing information, and your shipping address. If these are correct, please make sure you are using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorisations.
If you continue to receive error messages, please contact Customer Support.

How do I place an order?

To place an order, simply choose the product that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you will be asked enter your personal information and payment details. Please complete all steps in the payment procedure to avoid any delays in shipping your item.

Was my order successful?

If the payment has been withdrawn from your account, the order has reached us and will be processed. Your order confirmation is sent to the e-mail address that you provided when placing your order. You can also view your order status by logging in to your user account. If you have not received a confirmation email, please contact Customer Support.


Payment

What if my payment is declined?

If your payment is declined, there is an issue with your card. It could be due to an incorrect card number, or an issue with the expiry date or account balance. Please contact your bank in this instance. Alternatively, you can pay via PayPal.

How can I pay for my order?

You can choose to pay by Visa, MasterCard, or PayPal. Our name, “Luxiani”, will appear on your invoice, and on your transaction history if you pay by credit or debit card. We take security very seriously so your details will be safe with us. All payments via our site are made using a secure link.

What currency will I be charged in?

All prices listed on the website are displayed in New Zealand dollars. New Zealand customers will be charged in New Zealand dollars (NZD). Australian customers will be charged in Australian dollars (AUD) after the currency conversion. Please note that we currently only ship to New Zealand and Australia.


Changes/Cancellation

I would like to change my shipping option
I would like to change or add a product to my order
I would like to cancel my order

We’re very efficient at processing and packing orders. Unfortunately, no changes can be made after the order has been placed. This includes changes to the delivery option, delivery address, payment method or the products in the order.
However, there might be enough time to cancel your order and create a new one. If you wish to do so, please submit a request to Customer Support ASAP and we will cancel your order if it hasn’t been processed and packed yet.
We recommend you always check all details carefully before making an order.

I would like to change the shipping address for my order

Please submit a request to Customer Support with the updated information.
We have a fast turnaround with our distributors, so it is possible that your order will be posted before we can request the change in address. If it is returned to us, we’ll send you out a new order.

I would like to change the email address for my order

Please contact Customer Support ASAP and provide us with the updated email address. We will resend the confirmation of purchase to your new email address, if necessary.


Shipping and tracking

Does Luxiani ship internationally?

Unfortunately we only ship to Australia and New Zealand at the moment. We certainly intend to ship internationally in the future, so please sign up to our member list for the latest news, products, blog, and giveaways – and to find out when we are shipping internationally.

How long does shipping take?

Orders within New Zealand should arrive within 2-7 business days of the purchase date. Australian orders should arrive within 3-9 working days. The time it takes for these orders to arrive varies depending on your location, and how quick your local postal service is. If you’d like a more detailed indication of when you can expect your order, please submit a request to Customer Support.
Within 5 business days of placing your order, you’ll always receive a ‘confirmation of shipping’ email. This will provide you with a link to your tracking information.

Please visit our Shipping page for more information.

How much is shipping to my country?

Free. Luxiani offers complimentary shipping with all purchases to New Zealand and Australia.

I have not received my tracking information

Orders can take up to 3 business days to be dispatched. Please allow 2-3 business days to receive your shipping confirmation and tracking information.
If you have any issues receiving your tracking information, please don’t hesitate to submit a request with our team below.

Please visit our Shipping page for more information.

Does Luxiani cover customs, duties, taxes and GST?

Luxiani is not responsible for any import duties, taxes, customs fees, brokerage fees or any other charges issued by your local government. These charges are the responsibility of the recipient and the funds are received exclusively by your local government.

Please visit our Shipping page for more information.


Returns and warranties

I would like to return a product

Please note that we do not provide returns on products for change of mind.

Please visit our Returns page to view our returns policy.

I would like to exchange a product

If you have received the wrong product, or had a change of mind, Luxiani will allow for an exchange of product. Please note that the replacement product must be from within the same range, and the exchange request must be received within 14 days of receiving your original order.
An exchange will only be given if the product is in the same condition as it was when you received it. It must contain the protective stickers on the face and back of the watch, as well as the plastic insert in the crown of the watch.

Please visit our Returns page to view our returns policy.

I would like an update on the status of my return

Please contact Customer Support for an update on the status of your return.

I would like to file for a Warranty Claim

The case and movement of your watch are covered by a 12 month manufacturer’s warranty. Any general wear and tear on the strap or other parts of your timepiece are not covered by the 12 month manufacturer’s warranty.

Is there a warranty on Luxiani?

Luxiani offers a limited warranty that covers manufacturer's defects for one year after the original purchase date. In short, if the watch parts or mechanics don't work properly, and it's our fault, we will repair or replace your product for free.
However, the warranty does not cover water damage, normal wear and tear, batteries, accidental glass damage, scratches, strap damage, or theft. Proof of purchase is required for all warranty claims and service requests, so please keep your receipt.

Please submit a request to file for an exchange


Please contact us direct if you still require assistance: support@luxiani.com