SHIPPING POLICY

Last updated: 15 August 2026

Luxem Swiss ships orders across Poland, European Union countries and selected international destinations.

The destinations currently available are displayed during checkout. If a country cannot be selected at checkout, we do not currently offer standard delivery to that destination.

1. ORDER PROCESSING

Orders are normally prepared and dispatched within 2–4 business days after payment confirmation.

Business days are Monday through Friday, excluding Polish public holidays.

Processing includes:

• Payment and order verification

• Product availability confirmation

• Preparation and packaging

• Handover to the delivery carrier

Orders placed during weekends or public holidays begin processing on the following business day.

During sales, product launches, holiday periods or unusually high demand, processing may take longer. If a material delay or stock problem affects your order, we will contact you using the email address provided at checkout.

2. ESTIMATED DELIVERY TIMES

The following estimates include both order processing and courier transit time and are calculated from the first business day after payment confirmation.

Poland

• Estimated total delivery: 4–8 business days

• Tracking provided

European Union

• Estimated total delivery: 6–12 business days

• Tracking provided

Non-EU Europe and international destinations

• Estimated total delivery: 9–18 business days

• Tracking provided where supported

• Customs clearance may extend the delivery time

These are estimated delivery windows and not guaranteed delivery dates.

Unless another delivery period has been agreed, orders will be delivered within the maximum period required by applicable consumer law. If an order is materially delayed, customers retain all rights available under applicable law.

3. SHIPPING COSTS

Shipping costs depend on the delivery destination, products ordered and any active free-shipping promotion.

The final shipping charge is displayed during checkout before payment is completed.

Where free shipping applies, checkout will display a shipping charge of 0.

We will not add an undisclosed shipping fee after the order has been placed.

4. FULFILMENT AND SEPARATE PACKAGES

Products may be dispatched from Luxem Swiss or an authorized fulfilment partner.

When an order contains several products, they may occasionally be shipped separately. In that situation:

• You may receive more than one package

• Each package may have a separate tracking number

• Packages may arrive on different days

• You will not be charged additional shipping fees unless this was clearly disclosed before checkout

5. SHIPPING CARRIERS

The carrier is selected based on the delivery address, product location and available shipping service.

The carrier’s name and tracking information will be provided in the dispatch confirmation email.

We do not guarantee that a particular carrier will be used unless a specific service is offered and selected during checkout.

6. TRACKING

After dispatch, we will send a shipping confirmation email containing the available tracking information.

Tracking may take up to 24–48 hours after dispatch to become active in the carrier’s system.

If tracking has not updated for several business days, contact support@luxemswiss.com.

7. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address during checkout.

If you notice an error, contact us immediately at support@luxemswiss.com. We will try to correct the address, but changes cannot be guaranteed after processing or dispatch has begun.

If a parcel is returned because of an incorrect address supplied by the customer, refusal of delivery or failure to collect the parcel, we may charge the actual cost of reshipping it. This does not limit any mandatory consumer rights.

8. LOST, DAMAGED OR MISSING PACKAGES

Luxem Swiss remains responsible for the package until it is delivered to the customer, unless the customer independently selected a carrier that was not offered by Luxem Swiss.

If a package:

• Arrives damaged

• Contains damaged goods

• Is missing items

• Has not arrived within the expected timeframe

• Is marked as delivered but cannot be located

contact support@luxemswiss.com.

Please include:

• Your order number

• A description of the issue

• Photographs of the package and product, where applicable

• The tracking number

Please retain the product, shipping box and packaging while the matter is investigated.

Luxem Swiss will contact the carrier and, depending on the circumstances and applicable law, arrange an appropriate replacement, refund or other resolution.

The customer is not required to pursue the delivery carrier directly when the carrier was selected or offered by Luxem Swiss.

9. CUSTOMS, DUTIES AND IMPORT TAXES

Orders delivered within the European Union from an EU fulfilment location normally do not require import customs clearance.

For deliveries outside the European Union, customs duties, import VAT, brokerage charges or other destination-country fees may apply.

Unless checkout expressly states that these charges are included, they are the customer’s responsibility and may be collected by the local customs authority or delivery carrier.

Customs processing is controlled by the relevant authorities and may extend the estimated delivery time.

Customers are responsible for ensuring that products may legally be imported into their destination country.

10. UNAVAILABLE PRODUCTS

If a product becomes unavailable after an order is placed, we will contact you and provide an appropriate option, which may include:

• Waiting for confirmed restock

• Selecting another available product

• Cancelling the affected item for a full refund

We will not substitute a product without the customer’s agreement.

11. CONTACT

For shipping questions, contact:

Email: support@luxemswiss.com
Telephone: +48 578 490 487

Customer Support Hours:
Monday–Friday
9:00–17:00, Europe/Warsaw time

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Last Updated: June 2026