DELIVERY

Orders are prepared with the utmost care and shipped to the delivery address provided by the customer at the time the order is placed.

Products purchased on LUXMARTER.COM are dispatched from Luxembourg to the countries available at the time of ordering.

Luxmarter works with reliable delivery partners in order to ensure secure and appropriate shipping. Detailed information regarding delivery methods, estimated delivery times, shipping costs and delivery destinations is set out below.

Delivery Times

The delivery times indicated during the ordering process are estimates only.

They may vary depending on the destination and on circumstances beyond Luxmarter's reasonable control, including strikes, epidemics, natural disasters, force majeure events or disruptions affecting the supply chain of our artisans or suppliers.

Delivery delays resulting from circumstances beyond Luxmarter's control shall not entitle the customer to compensation, cancellation or damages, except where otherwise required by applicable law.

Should a delay occur, Luxmarter will inform the customer as soon as reasonably possible and, where possible, provide an updated estimated delivery date.

In any event, Luxmarter undertakes to deliver the goods within the agreed delivery period or, where no delivery period has been agreed, no later than thirty (30) days after the conclusion of the contract, unless otherwise expressly agreed between the parties.

Nothing in this section shall affect the mandatory rights granted to consumers under Luxembourg consumer protection law.

Important Notice

Delivery times communicated by the carriers are provided for information purposes only and may be affected by delays or force majeure events beyond Luxmarter's reasonable control.

Where delivery cannot be completed due to reasons attributable to the carrier, the customer shall be entitled to a refund in accordance with the applicable legal provisions.

During promotional campaigns and sale periods, delivery times are indicative only and cannot be guaranteed.

Delivery Address

The customer is solely responsible for ensuring that the delivery information provided is complete and accurate.

If an incorrect address is provided, the delivery is refused, or the parcel is not collected:

any re-shipping costs shall be borne by the customer;
no refund shall be granted where the parcel has been delivered in accordance with the information supplied by the customer, without prejudice to the customer's statutory rights.

SHIPPING COSTS

Shipping costs are as follows:

Luxembourg

0–2 kg: EUR 5.25
2–10 kg: EUR 6.75

Orders over EUR 75 qualify for free standard home delivery.

France, Belgium, Germany, the Netherlands and Portugal

0–2 kg: EUR 11.40
2–10 kg: EUR 19.00

Orders over EUR 75 qualify for free standard home delivery.

Other European Countries

(Austria, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Italy, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Spain and Sweden)

0–2 kg: EUR 15.20
2–10 kg: EUR 19.00

Orders over EUR 75 qualify for free standard home delivery.

The applicable shipping costs are displayed before the order is confirmed and before payment is completed. Shipping charges depend on the destination selected by the customer.

TAXES & CUSTOMS DUTIES

Prices displayed on the website are expressed in euros (EUR) and include Value Added Tax (VAT), where applicable.

For deliveries within the European Union, customers are generally not required to pay additional customs duties or import taxes.

For deliveries outside the European Union, or where import formalities apply under local legislation, any customs duties, local taxes, customs clearance fees or other charges imposed by the competent authorities shall be borne exclusively by the customer, unless otherwise expressly stated by Luxmarter.

Customers are encouraged to contact the customs or tax authorities of their destination country before placing an order in order to determine any applicable import charges.

ORDER TRACKING

Customers will automatically receive e-mail notifications throughout the progress of their order, including confirmation that the order is being prepared, dispatched and successfully delivered.

DAMAGED OR NON-CONFORMING PRODUCTS

All products are carefully inspected before shipment.

If a parcel is received in a damaged condition, customers are encouraged to accept the delivery subject to reservation and to contact Luxmarter within seventy-two (72) hours, providing supporting photographs where possible, in order to facilitate the handling of the claim with the carrier.

Any claim concerning a damaged or non-conforming product should be reported:

to the carrier; and
to Luxmarter by e-mail at contact@luxmarter.com, together with supporting photographs.

Refund or Replacement of Damaged or Non-Conforming Products

Where a product is delivered in a damaged or non-conforming condition, Luxmarter will, at the customer's choice and in accordance with applicable law, arrange either a replacement or a full refund, including the original delivery costs.

In such cases, the cost of returning the goods shall be borne by Luxmarter.

Following receipt of the returned goods and confirmation of the lack of conformity, Luxmarter will process the refund without undue delay, using the original payment method.

A refund confirmation will be sent to the customer by e-mail.

In all cases, reimbursement shall be made no later than fourteen (14) days, in accordance with applicable legal requirements.