FAQ
Orders
Can I change or cancel my order?
Email contact@luxfyre.com as soon as possible with your order number. If the order has not been processed yet we can usually amend or cancel it. Once it has been handed to the carrier, it will need to go through the returns process instead.
I did not get an order confirmation.
Check your spam folder first. If it is not there, email us with the name and email address you used at checkout and we will resend it.
Which currency are prices in?
All prices are shown in US dollars (USD).
Shipping
Where do you ship?
[TO CONFIRM: list the countries or regions you ship to]
How long will my order take?
[TO CONFIRM: processing time and delivery estimate] Full detail is on our Shipping & Delivery page.
How do I track my order?
You will get a tracking link by email once your parcel is dispatched. Tracking can take a day or two to start updating after it is issued.
Returns and refunds
What is your returns window?
30 days from receiving your item to request a return. Items must be unworn, unused, in their original packaging with tags, and you will need proof of purchase.
What cannot be returned?
Personal care goods, custom or personalised items, sale items, and gift cards. For hygiene reasons this covers opened beauty products. See Returns & Exchanges for the full list.
My item arrived damaged or wrong.
Photograph it and email us within a few days of delivery. Damaged, defective and incorrect items are our problem to fix, not yours.
How long do refunds take?
Once your return is received and inspected we will tell you whether it is approved. Approved refunds go back to your original payment method within 10 business days, plus however long your bank takes to post it.
Using the products
Do I need oil to use a gua sha stone?
Yes. Always apply a facial oil or serum first so the stone glides. Dragging a stone across dry skin is the most common mistake and it will irritate your skin.
How often should I use one?
Three to five minutes, two or three times a week is plenty. Work upward and outward, lighter around the eyes and firmer along the jaw. Redness that fades quickly is normal; bruising means you are pressing too hard.
Are the crystal tools real stone?
Yes — natural rose quartz and amethyst, hand-polished. Each piece varies in colour and veining, and each will chip or split if dropped on a hard floor.
Do I need to patch test the lash lift kit?
Yes, 48 hours before every use, without exception. It is a chemical treatment applied close to the eye. Do not use it over lash extensions, on damaged or very short lashes, or if you have an eye infection or recent eye surgery. If you are at all unsure, have it done by a trained technician.
Is the electric gua sha device safe for everyone?
It is a cosmetic massage device, not a medical or IPL device. Avoid the eye area, and do not use it on broken or irritated skin, over moles, or if you are pregnant or have an implanted electronic device such as a pacemaker without checking with your doctor first.
How do I clean my tools?
Stone and resin tools: warm water and mild soap, dried fully. Keep resin away from radiators, hot cars and direct sun, as it can warp. The electric massager: wipe the head with a damp cloth — never submerge it or hold it under a tap.
Still stuck?
Email contact@luxfyre.com or use the form on our Contact page.