FAQs

The standard delivery time for orders is 1 to 3 business days within Poland, and 3 to 7 days for international delivery. We always strive to ensure that your order arrives as quickly as possible. The delivery time depends on the preparation of the package and its shipment. Orders placed by 12:00 are shipped the same day. Once the package is ready for shipment, you will receive an email notification from the courier service. After the courier picks up the package, it should reach you within 1-3 business days.

The shipping cost via DHL courier is 15.99 PLN within Poland. The shipping cost via DPD courier is 15.99 PLN within Poland. The shipping cost to InPost Parcel Lockers is 11.99 PLN within Poland. The shipping cost via courier is 50 PLN for international delivery.

Free shipping applies to all orders over 200 PLN within Poland only. Also, please note that we do not charge any additional fees when choosing cash on delivery as the payment method.

We offer the following delivery methods:

– DHL Courier – delivery within Poland for 15.99 PLN.
– DPD Courier – delivery within Poland for 15.99 PLN.
– InPost Paczkomat – delivery within Poland for 11.99 PLN.
– International Delivery – shipping cost via courier is 50 PLN.

If you prefer to receive your order through a different method than the selected courier service, please contact us at: info@luxdermastore.pl. Please note that in this case, the customer is responsible for the full delivery costs.

Unfortunately, we currently do not offer the option to pick up orders in person. All orders are shipped via our courier services or InPost Paczkomat.

Check the tracking status – You can track your package using the tracking number sent to your email. The tracking link is included in the email from the courier company.

Contact the courier company – If the package hasn’t arrived, please contact the courier company directly using the tracking number to get the status of the delivery.

Contact us – If the issue is not resolved, please get in touch with our team via email at info@luxdermastore.pl. We will be happy to assist in resolving the issue.

Couriers are not required to contact the recipient before delivering the package. From experience, we can say that the courier usually calls the recipient before attempting delivery (usually on the same day in the morning, if a phone number was provided when placing the order).

Document the damage – Take pictures of the damaged package and its contents, including the packaging and the products.

Contact us – Send the pictures of the damages and your order number to info@luxdermastore.pl. Our team will assist you in filing a complaint and resolving the issue.

Contact the courier company – If the package was accepted without prior inspection, you should contact the courier company and request the creation of a damage report. When the courier arrives, make sure to fill out the report with all the necessary details. Please remember to have the goods packed in the materials in which they were received from the courier during the report creation.

Yes, we offer international shipping. The cost of international shipping is 50 PLN. Delivery time depends on the destination and may take from 3 to 7 business days.

Credit/Debit card payment – You can pay using popular cards such as Visa, MasterCard, or Maestro.

Bank transfer – You can choose to pay by traditional bank transfer to our account.

Online bank transfers – We support fast online transfers via platforms such as Przelewy24.

BLIK payment – You can also pay using the BLIK system through your bank's mobile app.

Yes, we offer cash on delivery as a payment option, but before selecting this method, you need to contact us to confirm its availability for your order. You can reach us at info@luxdermastore.pl. If you choose this method, you will pay the courier upon delivery of the ordered products.

Yes, we offer the option to pay via traditional bank transfer, but before selecting this method, you need to contact us to confirm its availability for your order. You can write to us at info@luxdermastore.pl. After confirming the availability of this method, you will receive the bank account details to make the payment. Please note that the shipment will be processed only after the payment is credited to our account.

Unfortunately, it is not possible to change the payment method after placing the order. However, if you want to change the payment method before the order is shipped, please contact us as soon as possible at info@luxdermastore.pl, and we will try to assist you.

Of course, but only if your order has not been shipped yet. In that case, please contact us urgently at +48 789 670 707 or via email: info@luxdermastore.pl. If the order has already been shipped, unfortunately, we will not be able to change the delivery address. In that case, the package will need to be returned to our store, and then we will resend it to the new delivery address.

If you received a different product than you ordered, please contact us as soon as possible at +48 789 670 707 or via email: info@luxdermastore.pl. We will address the issue and, if necessary, arrange an exchange or return of the product. Please keep the original packaging and receipt as proof of purchase.

In this case, we kindly ask you to contact us urgently, no later than 7 days after the delivery of the package, via email at info@luxdermastore.pl or by phone. In your message, please provide the name used when placing the order or the order number along with a detailed description of the issue. Additionally, please attach a photo of the package showing the received products. We will make every effort to fix our mistake as soon as possible!

1. Choose the product you are interested in and add it to your cart. At this stage, you can also click the 'BUY NOW' button and proceed directly to payment.
2. If you have added a product to your cart, you will automatically see your cart view on the right side of the screen with the added product. Here you can increase the quantity of the product, remove the product from the cart, return to shopping, leave a comment for the order, or proceed to payment.
3. If you have decided to make a purchase, in the next step, you will be asked to provide your email address and shipping details, which we will need to fulfill your order. At this stage, you can also log in to your account or register a new account.
4. By providing your email address, you can also consent to receiving our newsletters, but subscribing is of course optional! The choice is entirely up to you ;)
5. In the next step, you will see the entered shipping details, which you can freely edit. Make sure all fields are correctly filled out.
6. Choose your preferred delivery method. At this stage, the shipping cost will be added to the total amount of your order. A cart preview with the total amount due will remain visible on the right side of the screen.
7. Proceed to the next step by clicking the 'SELECT PAYMENT METHOD' button. Here you will also have the option to edit your details and go back to the previous step. If all the information is correct, we will ask you to choose your preferred payment method.
8. Congratulations! Your order has just reached us :) We are preparing and shipping it right now. Once the payment is credited to our account, you will receive a confirmation email at the provided address. If you selected the cash on delivery payment method, your package will be shipped within 2-3 business days. We will keep you updated on the status of your order. If you still have any questions, don't hesitate to contact us! Send us an email at info@luxdermastore.pl or give us a call – we’ll be happy to answer any questions.
   

Once your order is placed, you will receive an email confirmation. As soon as your order is prepared and shipped, we will send you another email with a tracking number and a link to check the delivery status.

If you have an account in our store, you can also check the order status by logging into your account and going to the "My Orders" section.

If you have any questions or concerns, feel free to contact us via email at info@luxdermastore.pl or by phone. We’ll be happy to assist you!

We can try to change the content of the order if it has already been placed but has not yet been handed over to the courier. In that case, please contact us as soon as possible via email at info@luxdermastore.pl or by phone at +48 789 670 707. If the order has already been handed over to the courier, unfortunately, we will not be able to make any changes.

Yes, if you place two orders within a short time frame and would like them to be shipped together, please contact us as soon as possible. We will try to combine the orders as long as they haven't been handed over to the courier yet. Please reach out via email at info@luxdermastore.pl or by phone at +48 789 670 707.

Yes, if the order hasn't been handed over to the courier yet, please contact us as soon as possible to cancel the order. You can reach us by email at info@luxdermastore.pl or by phone at +48 789 670 707. If the order has already been shipped, unfortunately, we cannot cancel it. In this case, you will need to wait for the delivery and submit a return request if needed.

Yes, you can place an order by phone. To do so, please contact us at +48 789 670 707. Our consultants will assist you in placing your order and answer any questions you may have.

Yes, your order and payment in our online store are fully secure. We use certified payment systems that protect your personal data and payment information. All transactions are encrypted, ensuring their security. Additionally, our store employs security procedures to ensure that your data is stored appropriately and protected from unauthorized access.

Of course not! You can make a purchase without an account, as a Guest, though we must warn you that you’ll miss out on quite a lot! By registering an account, you'll have the opportunity to:

• Check your order history,
• Make returns without extra fees,
• Take advantage of special promotions we offer to our loyal customers.
  
  So it’s definitely worth it ;)

On the homepage, in the top right corner, click on MY ACCOUNT.

After clicking, you will be redirected to the login page with a form, and below, you will find the option: CREATE ACCOUNT – click on the text.

After clicking, a form will appear with fields to fill out. Please enter your details – first name, last name, email address, and create a password. Then confirm your details by clicking the button: CREATE ACCOUNT.

After a moment, you will receive a welcome email from us, which will include an activation link. To confirm your account registration in the luxdermastore.pl store, please click on the sent link.

Welcome to our community! Once you have an account, you can enter further personal and address details in the panel, as well as view your order history. Happy shopping! ;)

On the homepage, in the top right corner, click on MY ACCOUNT.

A form will appear asking you to enter your email address and password.

By clicking the LOG IN button, you will be directed to your account.

If you still can’t log in to your account, you probably entered the wrong password or email address.

Click on the text: "Forgot your password?". A new form will appear asking you to enter the email address you used to create your account in order to recover your password.

We will send you a message to the provided email address with a link to reset your password.

Click the button and then enter a new password. From now on, you will log in to your account using the newly set password. Happy shopping!

Click on the text: “Forgot your password?”. A new form will appear asking you to enter the email address you used to create your account in order to recover your password.

We will send you an email with a link to reset your password.

Click the button, then enter a new password. From now on, you will log into your account using the newly set password.

If you want to delete your account from the store, please contact us in one of the following ways:

• info@luxdermastore.pl, stating your request to delete your account.
  
• +48 789 670 707, to request account deletion.
  

Once we receive your request, we will proceed with deleting your account in accordance with applicable regulations. Please note that after deleting your account, you will not be able to access your orders and purchase history.

Of course, but you cannot do this yourself, so we kindly ask you to contact us, and we will be happy to change the email address for logging in to your account.

Please contact us via:

• Sending an email to: info@luxdermastore.pl
• Contacting us by phone at: +48 789 670 707

Once we receive your request, we will change the email address for your account.

Once we receive your request, we will change the email address for your account.

Of course, you have the right to return purchased products within 14 days of receiving the package – no explanation needed. Please note that the returned product must not be opened or used (especially applies to cosmetics).

To return a product:

Contact us via email at info@luxdermastore.pl, including your order number and your intention to return the product.

We will send you return instructions and the address for shipping the package back.

Securely pack and send the product to the given address.

Once we receive and inspect the returned item, we’ll refund your payment within 14 days – to the bank account you provide.

If the product you received is faulty, damaged, or different from what you ordered – you have the right to file a complaint.

To file a complaint:

Contact us via email at info@luxdermastore.pl.

In your message, describe the issue, include your order number, and attach photos of the product and packaging.

We will review your complaint within a few business days and notify you of the outcome.

If the complaint is accepted, we will offer a replacement, a refund, or another suitable solution.

Jeśli chcesz, mogę przygotować też wersję do krótkiego FAQ lub dodać sekcję „ile trwa rozpatrzenie reklamacji”.

Yes, you can file a complaint about any product purchased in our store if:

• manufacturing defect,
  
• damaged during transport,
  
• inconsistent with the description or your order.

Please note that complaints do not apply to products damaged due to improper use or storage.

If you’re unsure – feel free to contact us at info@luxdermastore.pl.

Yes, in order for us to process your complaint, you need to provide the reason for submitting it.

Please briefly describe the issue with the product and – if possible – attach photos showing the defect or damage.

This helps us handle your request more quickly and efficiently.

If you have any questions – feel free to email us at info@luxdermastore.pl.

Your complaint will be processed within 14 calendar days from the date of submission.

We will inform you about the result of the complaint procedure via email – so please make sure to provide a valid email address when submitting the complaint.

If the complaint is accepted, we will offer a repair, product replacement, or a refund – depending on the situation.