FAQ
LUXE MOBILE APPS
1. I've purchased your print guide, how can I redeem the digital guide?
Please find the app redemption link and instruction on the last page on your print guide, you can also refer to this page for detailed step-by-step instruction.
2. I've received the complete digital collection gift card, how can I redeem the app?
Please refer to this page for detailed step-by-step instruction.
3. I purchased your app before June 2015 and I'm unable to access the guide now?
It looks like you've purchased the old LUXE apps that was retired in June 30, 2015. Please fill in the contact form here and we will reply shortly.
4. I want to reset a new password for my registered LUXE account?
Please click this link to set a new password.
5. I've downloaded your app by mistake, can I get a refund?
Our app includes our insider intel plus map and regular updates, we invite you to travel with us! Though we are sorry to see you go... please contact your local iTunes App Store or Google Play Store for a refund. Or email us at mobile@luxecityguides.com if you need a hand.
LUXE PRINT GUIDES & ONLINE SHOPS ORDER
1. How long will it take to process my order?
Most orders are processed by LUXE within 2 to 4 working days 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 services do you offer?
We can send goods by courier express and international shipping worldwide.
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. 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. 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 – 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.
4. 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.
5. 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.
6. 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.
7. How can I obtain an official receipt for tax or other reimbursements?
For an official tax receipt please contact our Head Office at info@luxecityguides.com.
8. How can I request a refund?
Please contact us at operations@luxecityguides.com if you wish to request a refund. For complete details on how to return a purchase made on the LUXE website, please visit the Refund Policy page.
9. 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!
10. 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.
11. 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.
HAVEN'T FOUND WHAT YOU'RE LOOKING FOR?
Email us directly and we will get back to you!
Online Ordering issues
Having problems making an online order, or 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 a lightbulb idea that you want to share with our Editorial Team? Simply drop us a line at editor@luxecityguides.com.
Business Opportunities
Want to collaborate? 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.
