FAQ
LUXE Mobile Apps
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.
Please refer to this page for detailed step-by-step instruction.
Please click this link to set a new password.
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 Order
Most orders are processed by LUXE within 5 to 9 working days of receipt. 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 orders@luxecityguides.com.
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.
Please remember that we do rely on postal systems and third party couriers, occasionally, guides may not arrive when expected. If this happens to you, please email us at orders@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.
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.
Unfortunately, we are unable to provide a pick-up service. Orders can be delivered through the postal system only.
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.
For an official tax receipt please contact our Head Office at orders@luxecityguides.com.
Please contact us at orders@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.
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!
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.
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.