Shipping policy
SHIPPING POLICY
Last updated: 13 September 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
- The selected delivery method
- 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.
Luxem Swiss will not add an undisclosed shipping fee after an order has been placed.
4. FULFILMENT AND SEPARATE PACKAGES
Products may be dispatched directly by Luxem Swiss or by 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
- Available shipping service
The carrier’s name and available tracking information will be provided in the dispatch confirmation email.
We do not guarantee that a particular carrier will be used unless a specific delivery 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:
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:
We will try to correct the address where possible, 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
- Failure to collect the parcel
we may charge the actual cost of reshipping it where permitted by applicable law.
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:
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
- Repair
- Other suitable 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.
This may include:
- Waiting for a 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:
Luxem Swiss
Operator: Munashe Charles
Email:
support@luxemswiss.com
Telephone:
+48 578 490 487
Business correspondence address:
Luxem Swiss
Munashe Charles
ul. Czeremchowa 18/60
20-807 Lublin
Poland
Customer Support Hours
Monday–Friday
9:00–17:00
Europe/Warsaw time
Luxem Swiss
Operated by Munashe Charles
ul. Czeremchowa 18/60
20-807 Lublin
Poland