Buy LUXE app

Brutally honest resident editors who give you a very personal take on their city - it's like having a best friend who lives there.

Buy LUXE app now

LUXE City Guides

The sassiest, snappiest and most illuminating pocket companions packed from concertina cover to cover with priceless info on your favourite cities and regions.

Buy LUXE City Guides now

Support

How can we help?

1. How long will it take to process my order?

Most orders are processed by LUXE within 24 hours of receipt. However, orders received after 4pm on a Friday (Hong Kong time) will be processed first thing the following Monday. Orders received on a Hong Kong public holiday will be processed on the next working day. If you have any special requests, please contact us at operations@luxecityguides.com.

2. What shipping service do you offer?

We can send goods by courier express and international shipping.

Courier Express – usually takes 3 working days from dispatch, and a tracking number will be provided.

International Shipping – if you select the international shipping option, your guides will be sent by airmail from Hong Kong. Most customers receive their order within 10 business days, however, shipments can take between 2 to 4 weeks depending on your local postal service. Please note that there is NO "track and trace" service available on international shipping. Actual delivery time will vary from country to country depending on customs procedures and local postal ground support. For these reasons, LUXE Ltd. cannot accept responsibility for delayed deliveries and/or lost orders dispatched by international shipping.

3. To which countries can couriered packages be delivered?

LUXE Ltd. uses courier service to deliver goods internationally. The courier system can support delivery to almost anywhere in the world. Simply pull the drop down list marked 'Country' to see the destinations covered.

4. What do I do if my package doesn't arrive when I'm expecting it?

Please remember that we do rely on postal systems and third party couriers to get your order to you as soon as possible. Occasionally, guides may not arrive when expected. If this happens to you, please email us at operations@luxecityguides.com and we will do all that we can to get your order to you in time for your trip. Please note that international Shipping is the most unpredictable form of postage and we cannot guarantee the timing of arrival nor track your package – the usual delivery time is 2 to 4 weeks from dispatch. If you are travelling soon after you order your guides, please select the courier option.

5. Are there any taxes or duties payable on my order?

Hong Kong does not impose any VAT or export taxes. However, many countries do charge import duties and individuals are responsible for complying with their local customs regulations.

6. If I live in Hong Kong am I able to come and pick up my order?

Unfortunately we are unable to provide a pick-up service. Orders can be delivered through the postal system only.

7. If I have a promo code, can it be redeemed against shipping costs?

Promotional offers exclude the cost of shipping, unless stated otherwise. You will be asked to fill in your promotional code, should you have one, at the final stage of the Shopping Cart process, prior to payment.

8. How can I obtain an official receipt for tax or other reimbursemeents?

For an official tax receipt please contact our Head Office at info@luxecityguides.com.

9. How are postal rates calculated?

The postage rates are calculated by weight and size of packaging. The shipping cost for several guides may be the same as for one guide. If guides are gift-wrapped, they can be more expensive to ship due to bulkier packaging.

10. How are courier rates calculated?

Courier rates are given in real time on our site. We therefore provide the best preferential rates available.

11. How can I request for a refund?

Please contact us at operations@luxecityguides.com if you wish to request for a refund. For complete details on how to return a purchase made on the LUXE website, please visit the refunds policy page.

12. If I don't use a LUXE gift card, do I lose it?

Yes. LUXE gift cards can only be redeemed online within 12 months of the purchase date. Any remaining gift card value will be forfeited after this time - so get clickin', chickens!

13. Can I refund a LUXE gift card?

LUXE gift cards cannot be returned, exchanged or refunded. But everyone loves the gift of choice and travel, so we're sure you'll find someone who will appreciate such a fab pressie.

14. Can I return or exchange items purchased with my LUXE gift card?

Any item purchased with a LUXE gift card can be returned per our refund policy. Upon confirmation of goods returned in as-new condition, refunds will be credited to your credit card or back to your existing gift card. Easy.

Wanna get in touch? Here's who to contact:

Online Ordering issues

Having problems making an online order? Have some special requirements? Simply email us and we'll get back to you in a jiffy at operations@luxecityguides.com.

Mobile Guides

Having difficulty downloading a guide? Write to us at mobile@luxecityguides.com.

Editorial

Excited? Devastated? Got a thought or an idea that you want to share with our Editorial Team about our guides? Simply drop them a line at editor@luxecityguides.com.

Head Office

Want to talk business? Got a brand or client that wants to work with us, or wants to become a stockist of the guides? Feel free to drop us a line at sales@luxecityguides.com.