FAQs

About Us

Who are we?

Launched in 2020, LuxOutlet is an e-boutique offering discerning connoisseurs a curated selection of fine jewelry and luxury timepieces, crafted by leading international brands. We pride ourselves on our ability to deliver the best prices, most varied selection, and finest customer service. All products sold on LuxOutlet.com are guaranteed to be authentic. Our goal is to provide the best service with the best possible pricing.

How do we work?

All transactions are digitally encrypted using the latest technologies and we never share your information

My Account

How do I register/ sign up?

Enjoy a truly personalized experience without the hassle of entering your details every time you shop from our site. Sign up is very easy. Visit our homepage, click on register on the top right corner and enter your email and other details required. Thereafter, you can shop/sell simply by Logging into your account.

How can I change my email address?

Kindly note that we do not encourage change of the Email address on an existing account due to security reasons. However, we do have a process to assist you if you do not wish to continue with the existing email at all. Please email us at contact@luxoutlet.com

How can I change my account password?

Please note that only you may change your password in the interest of security of your account. You may kindly follow these steps, mentioned below, in order to change the password:

  • Go to: https://luxoutlet.com
  • Click on Login on the Top Right Corner of the Page
  • Click on Forgot Password Tab (in front of Login Tab)
  • Enter your registered email and Confirm
  • You shall receive an email with a link to RESET your Password and you may create a New Password of your choice.
I have a problem logging in?

We regret the inconvenience caused during the login process. It could be an error due to Network Conjunction. You may wish to try logging in on another device/network or after clearing the browser history as it may work. Should you still face the issue, you may kindly e write to us with the below information at: contact@luxoutlet.com

  • Your Device: Computer, Mobile or Tablet
  • Operating System: Windows, Mac, iOS or Android:
  • Browser: Google Chrome, Internet Explorer, Safari or Firefox:
How can I add or edit my address on the profile?

You may log in to My Profile at the top right corner on the Homepage and do the required. Click on update to complete the process.

I am unable to access my account?

In order to log in again, please ensure that all the information on your account is correct. However, it could also be an error due to Network Conjunction. You may wish to try accessing your account on another device/network or after clearing the browser history as it may work. Should you still face the issue, you may kindly e write to us with the below information at: contact@luxoutlet.com 

  • Your Device: Computer, Mobile or Tablet
  • Operating System: Windows, Mac, iOS or Android:
  • Browser: Google Chrome, Internet Explorer, Safari or Firefox:

My Orders

How to place an Order?

For placing an order, you may go to the individual item page, click on Add To Shopping Cart. This lands you to the cart where you can review your order. Next, click on Continue to Checkout and then fill-in the required details, select the payment method to complete your order.

I am unable to place an Order?

Please ensure you fill the correct details to make a successful order. However, if you still face issues, please reach out to our customer support team via Phone, LiveChat or email (contact@luxoutlet.com) to report the same so it is resolved on priority.

What are the modes of payment?

The modes of payment for your order are as follows: 

  •  Pay by card Please note that not all payment modes are available for all customers and may vary as per the location.
Where do I apply the Promo Code?

The promo code for orders can only be applied on the Payment page. Click on ‘I Have A Voucher’, enter the voucher code and validate the same to receive a discount on the total order value.

Why is the Promo Code not valid?

Each promo code comes with certain terms and conditions. Please ensure that you are not using an expired code

Where is my Order?

To understand the history of your orders, you should log in to your account, click on My Purchases where you can access the list of ongoing orders, Completed orders, Cancelled orders and Returned orders.

How can I get the item gift wrapped?

We can accommodate gift wrap requests within the UAE, please reach out to our Customer Support Team via email (contact@luxoutlet.com) to put in a preference for Gift Wrap.

Are all the items sold on the website Authentic?

LuxOutlet pledges by 100% authenticity. Based on request we can issue a Certificate of Authenticity for some categories. To confirm if your item it is eligible please contact out Customer Support Team via email (contact@luxoutlet.com).

Is VAT included in the item price?/ Is my Item Price all inclusive?

The item price does not includes VAT. Following the KSA Government’s announcement, VAT Rate to increase from 5% to 15% from July 1, 2020.

Delivery & Shipping

What is the delivery time of the item?

We will process order internally within 3-4 business days; some of the products (e.g. watches and Jewelry) are securely stored in a large safe that gets checked before dispatched. After receiving customer’s payment, ordered product(s) shall be physically transferred to our fulfillment center for inspection before the product(s) being shipped out to customer. For customer order/payment made online after 4:00pm Kingdom of Saudi Arabia local time (GMT+3), we will NOT process the order until the next business day. For more information please visit our Shipping & Delivery page.

 
Can I change my address after an order is shipped?

It is pretty unlikely to change the delivery address post the order is shipped. You may reach out to our Customer Support Team via email contact@luxoutlet.com) to check on the possibility as an exception.

How are orders delivered to me?

We have partnered with several specialized courier partners (e.g. FedEx, UPS, DHL, etc) for delivery in Saudi Arabia. Depending on customer location, we will use the best option for a fast and smooth delivery.

How can I get my order delivered faster?

We can expedite the process for certain items under special circumstances. You may reach out to us our customer support team via Phone, WhatsApp or email (contact@luxoutlet.com) to place your request.

Cancellation & Returns

What is the Cancellation Policy?

You may choose to cancel an order, with no deductions, before it is shipped out.

For regular orders, if the item is shipped and cancellation request is initiated, there is a restocking fee calculated based on the location and shipment status.

What is the Return policy?

We have a 3 Days Return Policy which means any return requests shall be raised within 3 days of receiving the delivery. We will take care of the collection of the item

What are non-returnable items?

Non-returnable items are selective items that do not qualify for returns and cancellations.

How do I create a Cancellation/Return request?

You may initiate the cancellation/return request by reaching out to our customer support team via Phone, LiveChat or email (contact@luxoutlet.com).

When will I get my Refund?

Refunds are processed within 7 business days of the item(s)’ delivery to us. We will let you know via E-mail when we initiate the process. Please note that it might take up to 14 days, from the time we complete the process, for the amount to reflect in your account.

I have created Return request, when will the item be picked up?

All returns are scheduled within 48-72 hours by LuxOutlet.

How do I cancel the order, I have placed?

If the order has just been places and not dispatched, you may cancel the order placed from My Purchases under My Account. If the order is cancelled before shipping, we will proceed with the final refund amount within fourteen (14) days

Are there any Cancellation or Return charges?

Depending on the reason of cancellation/return there may be applicable fees. For regular orders, if the item is shipped and cancellation request is initiated, there is a restocking fee calculated based on the location and shipment status. For more info please check the Return & Refund policy.

What is the Cancellation/ Returns policy?

We have a 3-day Return Policy, which means all return requests must be raised within 3 days of receiving the delivery. For more info please check the Return & Refund policy.

What are non-returnable items?

Non-returnable items are selective items that do not qualify for returns and cancellations as listed below:

  • No return, replace or exchange products in respect of:
    • All jewelry products.
    • Products that have been used or damaged by the customer or are not in the same condition as received.
    • Products are tampered or missing serial numbers.
    • Products that are not in original condition and packaging.
    • Damaged products due to misuse or showing signs of use. For more info please check the Return & Refund policy page.
How do I create a Return request?

You may initiate the return request from My Purchases under My Account or by reaching to our Customer Service Support Team via email ( contact@luxoutlet.com ).

When will I get my Refund?

Refunds are processed within 14 business days of the item(s)’ delivery to us. We will let you know via E-mail when we initiate the process.

I have created a Return request; when will the item be picked up?

Most of the return are scheduled within 48-72 hours.

Can I buy on Installments?

Yes. You may buy on our website with the Installment Plan. If your bank is eligible for this option it will reflect in the payment page.

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