1. Shipping & Delivery Policy

All orders are shipped to the address provided by the customer at checkout. Customers are responsible for ensuring that their shipping information is accurate and complete at the time of purchase. Once an order has been shipped, the shipping address cannot be changed.

Tracking information is provided once the order is dispatched. Delivery times may vary depending on destination and carrier.

Once the carrier tracking confirms that the package has been delivered to the address provided at checkout, the order is considered fulfilled. Delivery confirmation from the carrier serves as proof of successful delivery.

2. Undeliverable Packages

If a package is returned to us as undeliverable due to:

• An incorrect or incomplete address,

• The recipient not being available,

• Refusal of delivery, or

• Failure to pick up from the carrier’s facility within the hold period,

the following policy applies:

🔹 Option 1 – Reshipment

We can reship the order once it is returned, but:

• The customer is responsible for paying the new shipping cost, and

• In some cases, a restocking or handling fee (typically 10–15%) may apply.

🔹 Option 2 – Refund

If the customer prefers a refund instead of reshipment:

• We will issue a refund minus the original shipping cost  (even if it was a “free shipping” promotion).Refund will be made oens the pakage has been redelivered back to us.

• Returned items must arrive in original, unused condition to qualify for a refund.

• Any shipping fees or carrier surcharges incurred from the return may be deducted from the refund.

3. Lost or Stolen Packages

Once tracking shows the item as delivered, the order is considered fulfilled. We are not responsible for packages lost, stolen, or misdelivered by the carrier.
However, we’ll do our best to assist you in filing a claim with the carrier.

4. Refused Deliveries

Refused packages will be treated as undeliverable and handled according to the policy above.
Repeated delivery refusals may lead to order cancellation and account review.

The Luxury Direct – Shipping Protection Policy

Packages Marked Delivered & Signature Confirmation

When a shipping carrier confirms that a package has been successfully delivered to the shipping address provided at checkout, such confirmation will be considered conclusive evidence of delivery, unless verified evidence establishes a carrier error, misdelivery, or unauthorized acceptance.

Carrier tracking records, GPS delivery verification, delivery photographs, and signature confirmation may be used to verify successful delivery.

The Luxury Direct reserves the right to investigate disputed deliveries, request additional supporting documentation, and make final claim determinations based on official carrier records.

Once successful delivery has been confirmed by the shipping carrier, The Luxury Direct's shipping protection obligations will be considered fulfilled, and claims of non-receipt will generally not be eligible for reimbursement or replacement under our Shipping Protection Policy.

Lost or Stolen Packages – Police Report Requirement

For packages reported lost or stolen, The Luxury Direct requires customers to provide an official police report or police incident number as part of the Shipping Protection claims process when theft is suspected.

Customers must file a report with their local law enforcement agency and provide the police report and incident number any additional supporting documentation requested by The Luxury Direct.

For packages lost in transit, customers must first allow the shipping carrier to conduct an investigation and confirm the shipment's status. A police report may also be required if the circumstances indicate possible theft.

Claims involving suspected theft will not be approved for reimbursement or replacement until the required police report or incident documentation has been submitted and reviewed,

The submission of a police report does not automatically guarantee claim approval. All claims are subject to verification, investigation, and review under The Luxury Direct's Shipping Protection Policy.

The Luxury Direct reserves the right to deny claims that cannot be reasonably verified or that fail to meet the applicable documentation requirements.