Política de envío

This page explains how we ship, what it costs, and what to expect at customs. If your question isn't answered here, email contact@luxfyre.com.

Where we ship
We ship to all 27 European Union member states, and to the United Kingdom, the United States and the United Arab Emirates.

Shipping costs
European Union, United Kingdom and United States: a flat $15.00 USD per order, regardless of order size.
United Arab Emirates: $10.00 USD, or free on orders of $75.00 USD and over.
All prices on this store are shown in US dollars (USD). Your exact shipping cost is calculated and displayed at checkout before you pay.

Please note: the free shipping threshold applies to deliveries within the United Arab Emirates only. Orders to the EU, UK and US are charged the flat rate above whatever the order value.

Processing and delivery times
Orders are prepared for dispatch before they enter transit. Orders placed on weekends and public holidays begin processing the next working day.

Processing time: [TO CONFIRM: number of business days between order placed and handed to the carrier]
Delivery to the EU: [TO CONFIRM: transit time range in business days]
Carrier: [TO CONFIRM: carrier name, or delete this line]

In any event, and as required under EU consumer law, we will deliver your order without undue delay and no later than 30 days from the day after your order is placed, unless we have expressly agreed a different period with you. If we cannot meet that deadline, you may give us an additional reasonable period; if we fail to deliver within it, you are entitled to cancel the order and receive a full refund.

Customs, import VAT and duties — please read before ordering
Your order is shipped from the United Arab Emirates. This means every parcel entering the European Union is treated as an import and passes through customs.

Since 1 July 2021 there is no VAT-free allowance for goods imported into the EU: import VAT applies to every consignment regardless of value, at the standard or reduced rate of your own country. For consignments with an intrinsic value of €150 or less, import VAT is due but customs duty is not. Above €150, customs duty may also apply.

[TO CONFIRM — keep ONE of the two paragraphs below and delete the other. Which one is correct depends on whether the business is registered for the EU Import One-Stop Shop (IOSS). If you are unsure, you are almost certainly NOT registered, so keep paragraph A.]

[Paragraph A — if you are NOT IOSS-registered]
Import VAT, and any customs duty or carrier handling fee, are not included in the price you pay at checkout. They are charged separately by the carrier or customs authority in your country and are payable by you, the recipient, before the parcel is released. These charges are set by your government, not by us, and we have no control over the amount. Please factor them in before ordering. Parcels refused at delivery because of unpaid import charges are treated under our Refund Policy, and the original shipping cost is not refundable.

[Paragraph B — if you ARE IOSS-registered]
For orders with an intrinsic value of €150 or less, import VAT is collected from you at checkout and paid to the relevant tax authority on your behalf under the EU Import One-Stop Shop scheme. You will not be asked to pay import VAT again on delivery. Orders above €150 remain subject to import VAT and customs duty collected on arrival, payable by the recipient.

Tracking your order
Once your parcel is dispatched we email you a tracking link. Tracking often takes a day or two to start updating after the number is issued, and international parcels can appear not to move while they are in customs clearance. This is normal and does not mean the parcel is lost.

Risk and damage in transit
Your order remains our responsibility until you, or someone you have nominated, takes physical possession of it. If your parcel is lost or damaged before it reaches you, that is our problem to resolve, not yours.

Please inspect your order when it arrives. Our crystal tools are cut from natural stone and can break in transit. If anything is damaged, photograph the item and the packaging and email contact@luxfyre.com and we will replace or refund it.

Wrong address, failed delivery or a missing parcel
Please check your delivery address carefully at checkout. If you spot a mistake, email us immediately — we can usually correct it before dispatch, but not afterwards.

If tracking shows your parcel as delivered and you do not have it, check with neighbours and any building reception first, then contact us and we will open an enquiry with the carrier.

Your right to cancel
If your order is delivered in the European Union, you have the right to cancel within 14 days of receiving it, for any reason and without giving a justification. The details are in our Refund Policy.