FAQ

Check out our frequently asked questions! If you need any further assistance, please don't hesitate to contact us.

Orders & Payment

What currency am I being charged?

All orders placed are charged in US Dollars. Default prices are listed in USD. For international orders, outside of the US, your bank will determine the exact exchange rate that you will be charged for your purchase and convert the funds to your local currency. Please note: we cannot be held responsible for any discrepancies caused by the fluctuations in the exchange rates. 

What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay and ShopPay. Unfortunately, at this time, we do not accept pre-paid visa gift cards.

What should I do if I'm getting an error when placing an error?

Please double check you've filled out all of your billing details properly including your full name, email address, full shipping address and phone number associated with the form of payment. If you continue having issues, please email us at contact@luxylemon.com and we'll do our best to assist you!

How do I use a discount code or gift card?

Add the item(s) to your cart, click checkout, and click the drop down on the next page, "Show order summary". Then, there's a box to enter the gift card or discount code. Enter the details and click apply.

Can I make changes to my order?

We try to dispatch your order as quickly as possible. If you decide you want to make changes to your order please email us at contact@luxylemon.com and we will try to accommodate if your order has not been processed yet. Please note that once an order has been fulfilled or shipped, we will be unable to make any changes.

Product

How do I check my phone model?

On your iPhone, look in Settings.

Go to Settings > General > About. To the right of Model Name, you'll find the iPhone Model.

How do I use my battery case?

How to use

How to use battery case

Shipping & Delivery

When will my order ship?

Please allow 1-2 business days for processing. Once your order is shipped out, you will receive a shipping notification with tracking number.

How long does shipping take?
Do you ship internationally?

Currently we ship to : United States, Canada, Australia / New Zealand and United Kingdom.

All applicable customs, import duties, fees, taxes, and any other charges are the customer’s responsibility. luxylemon does not have any control over these fees and is not responsible for fee reimbursements. 

My order says delivered but I didn't receive it. What do I do?

All shipped orders become the responsibility of the shipping courier. In the rare event that your package is lost, please contact the courier to open an investigation and a resolution. luxylemon may offer a complimentary replacement shipment. Refunds are not applicable on lost orders.

Returns & Exchanges

What is the returns & exchange policy?

To initiate a return or an exchange, please contact us first by email at contact@luxylemon.com or through our contact form. If eligible for a return or exchange - we will provide you with the shipping address where the items must be returned and inspected. 

DAMAGES AND PRODUCT ISSUES 

Please check your item(s) upon receipt and contact us immediately if the item arrived defective, damaged or if you received the wrong item, so that we can help make it right. 

RETURN POLICY

  • To qualify, item(s) must be returned within 14 days after delivery.¬†
  • Item(s) must be unused, unopened and in the original packaging¬†
  • Customer will be responsible for return shipping postage. We recommend retaining a copy of your drop-off receipt and tracking number for your records as luxylemon is not responsible for any returns lost in the mail
  • Some items cannot be returned or exchanged which include any item(s) marked as "final sale", "BOGO" (including BOGO60, BOGO70, B1G2Free, B2G2Free codes), matching bundle sets (battery case + ring holder combos), Mystery Battery Cases, items on Markdown or Clearance.
  • Please allow 7 business days for your return to be processed
  • If your return has been accepted, a refund will be issued to your original payment method within 7 business days. Original shipping charges are non-refundable and will be deducted from the refund.

EXCHANGE POLICY

  • To qualify, item(s) must be returned within 14 days after delivery.¬†
  • Item(s) must be unused, unopened and in the original packaging¬†
  • Customer will be responsible for return shipping postage. We recommend retaining a copy of your drop-off receipt and tracking number for your records as luxylemon is not responsible for any returns lost in the mail.¬†
  • Fees may apply for exchanges due to incorrect sizes ordered.
  • Some items cannot be returned or exchanged which include any item(s) marked as "final sale", "BOGO" (including BOGO60, BOGO70, B1G2Free, B2G2Free codes), matching bundle sets (battery case + ring holder combos), Mystery Battery Cases, items on Markdown or Clearance.
  • Please allow 7 business days for your exchange to be processed.¬†
  • If your¬†exchange has been accepted, a replacement will be shipped out at no additional cost.¬†