Shipment


Order changes and cancellations

  • Order cancellations: Order cancellations are not possible, as order processing is fully automated.

  • Order changes: Order changes are only possible at the item level, not at the order level. We can change variations (e.g., sizes or colors) of ordered items, but we cannot change the items themselves or their quantities. To change an item variation, please contact us as soon as possible. The sooner you inform us, the better our chances of success.

Delivery areas
We deliver exclusively to Germany and Austria.

Shipping costs
Free Shipping.

Delivery services

  • In Germany, delivery is handled by DHL.

  • In Austria, delivery is handled by DPD.

Processing times
Your order will typically take 3–7 business days to process, depending on business volume. An express processing option can be booked subject to availability.

Shipping times

  • To Germany: 5–10 working days

  • To Austria: 7–10 working days

Shipping from foreign warehouses
Some items are shipped from foreign warehouses. In such cases, a third-party courier such as YunExpress, Yanwen, or 4PX handles the import to Germany. After import, delivery is continued by the respective local courier service.

Shipment tracking
The tracking number is included in the shipping confirmation email. In some cases, it may take 1–3 business days for the tracking status to update, as the shipping confirmation is sent once the shipment is registered with the courier, not when it is actually dispatched. If it takes longer, please contact our support team by email.

The package can be tracked via the link in the shipping confirmation email. If this link doesn't work, please try https://17track.net first. If that also fails, please contact our support team.

Special features of international shipments
For orders from overseas warehouses, the tracking number provided in the shipping confirmation email is supplied by the international third-party courier and does not work with the native DHL/DPD tracking website. However, this tracking number tracks both the domestic shipping progress via the local courier and the native DPD/DHL tracking number.

If the native DHL/DPD tracking number is needed for last-mile coordination, you can find it on the international tracking page linked in the shipping confirmation email under "last-mile tracking" or "end-mile tracking".

Insurance and loss
Packages are insured. Should a package be lost in transit, we will arrange a new delivery at no additional cost.

Return address / Support contact
Please send returns exclusively to:

FALKENBERG PARTNER LIMITED
UNIT 903A, 9/F., CAMERON COMM CENTER
458-468 HENNESSY ROAD, CAUSEWAY BAY
HONG KONG

For further questions, our support team is always available: support@luxenia.shop