Account Related
How to update my personal information such as contact number or shipping address?
Log in to your account, click on “My account”. You may edit your account information and shipping addresses there.
I forgot the password of my account. What should I do to retrieve it?
To reset your password, click on “Lost your password” then fill in the username or email that was used to register the account. After that, click “Reset password”. You will receive a link to create a new password via email.
I did not receive email to reset password.
If you can’t find the password reset email in both inbox / junk folder, please email us at cs@luxesure.my for assistance.
ORDERS AND PAYMENT RELATED
Why am I not able to use my promo code upon checkout?
If your promo code is not working, please check for any misspelling and promo code validity date. If you are still experiencing issues with a valid promo code, kindly contact our customer care representative at cs@luxesure.my and provide us your email address and promo code for further assistance.
I applied a promo code upon checkout but my payment failed. I tried second attempt with the same promo code, however, system showed promo code “invalid”, what should I do?
For such incident, kindly contact our customer care representative at cs@luxesure.my and provide us your email address and promo code. Our team will check and renew your promo code, should it still be unused and legit.
I did not receive an order confirmation email upon successful payment.
Do check on the “Junk” folder in your email. If you still can’t find the order confirmation email, kindly provide us your email address and proof of payment to our customer care representative at cs@luxesure.my. Our team will check and revert to you accordingly.
Can I make changes to my order once order has been placed?
Unfortunately, once you have successfully placed an order, we are unable to allow any changes on details such as change in item, quantity or shipping details.
Please ensure all details you entered are accurate. Once your parcel is shipped, we will not be responsible for item(s) lost in transit due to inaccuracy of shipping address provided.
How to check the status of my order(s)?
To track and check the status of your order, please login to your account and click on “Orders” to check status.
Note that you need to be a registered customer in order to view your online orders. You will not be able to view order status if you’ve checked out as a guest.
I have tried several credit card payments attempt but failed. What should I do?
There could be many possible reasons for failed transactions such as wrong card details being entered into system, card limit has been reached, transaction declined by bank, etc.
As we do not have control over transaction refusal, we suggest you contact the card issuing bank to ascertain why payment was declined.
Alternatively, you may opt for other payment method such as using debit card or e-Wallet payment options.
How do I place an order?
- Go to our official website – www.luxesure.co
- Add your desired item(s) and click “Add to cart”
- To view your item(s), click on “Cart” icon on the top right corner of the page
- Click “View Cart” and your order summary will appear for your review
- To “Checkout”, you will need to fill in billing and shipping details.
- After all mandatory details are filled in, you may click “Place Order” to submit your order.
For successful orders:
You will receive an order confirmation email after you have successfully placed your order.
For unsuccessful orders:
In case your payment is unsuccessful, you will receive a Payment Failure Notification to inform you that payment has failed.
SHIPPING & RETURNS
How do I track my parcel(s)?
Once your parcel has been shipped, you will receive a Shipment Notification Email. To track and check delivery status of your order, click on “Track Shipment” attached in the email.
Do you ship to P.O. Box address?
We are unable to ship to P.O. Box addresses, hotel addresses or areas that is out of our courier service coverage zone.
Should you require further assistance on delivery zone, feel free to drop us a line at cs@luxesure.my. Our customer care representative will attend to you accordingly.
The item(s) I received is/are damaged. What should I do?
When you receive the parcel, please inspect the item(s) packed in the shipping carton. Should the damage occurred to the item(s) you purchased, please contact our customer care representative at cs@luxesure.my for further assistance.
We encourage you to retain the shipping carton, packing materials and damaged item(s) for further inspection.