V-Luxury Store

GENERAL QUESTIONS

Q : How do I find my shoe size?
A : If you are unsure of your shoe size, you can measure your shoe size. Because the foot is three-dimensional, any two-dimensional measuring tool, such as a ruler can only approximate your true shoe size. Please also keep in mind that manufacturers use different lasts to construct their shoes, and sizing may vary accordingly.

Women's Shoe Length Equivalents

Q : Do you have this shoe in another size, style or color?
A : If you can't find the item in our Ebay auction or Ebay store then it means we don't have it in stock, please feel free to email us if you like to make a pre-order or E.T.A. regarding the item.

Q : Do you have a catalog?
A : Unfortunately we don't have catalog however we have a large selection of products available on ebay, in order to ensure that our customers have access to the most current styles, prices, sizes, and overall selection, we do not publish a catalog that you may purchase directly from. Plus, with all the styles that we carry, a catalog would be as big as yellow page! If there is a particular shoe or style of shoe that you are interest, please feel free to contact us and we will be happy to help you locate it.

Q : Will your company leave me a feedback after i complete the payment?
A : Vluxury truly appreciates the patronage of every auction winner, we will leave positive feedback immediately after you leave us positive feedback, this ensure that all  satisfied customers will receive a positive feedback from us.

Q : Do you do local pick ups or can you ship by my UPS / FEDEX / DHL / USPS account?
A : We are very sorry but we don't do local pick ups and we will only ship by our company's shipping account.

Q : Do you offer better price if i'm buying more then one items?
A : Unfortunately all our items price are final, but if you buy multiple items we will take advantage of our combined shipping discount, please check our listing auction for more details.

Q : Will you relist the auction if i missed or outbid it?
A : If the auction ended without bidder then it will be automatically relisted, you can search by the same title in our Ebay store and bid it. if the auction ended with a winner you can contact us to see if the item still available.

Q : I am not a U.S. buyer, how do know the currency?
A : All our items are listed in US dollars, Paypal can handle the currency exchange. please login to your Paypal account to know more details.

Q : Can i retract my bid?
A : Yes you can retract your bid if the auction not end yet. please contact us with the Eaby item number that you bidded and we will help you retract your bid.

Q : Will you charge sales tax on my order?
A : Only California buyers will be charge CA sales tax.

Q : Is my personal information kept private?
A : Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

PAYMENT QUESTIONS

Q : Will you charge sales tax on my order?
A : Only California buyers will be charge CA sales tax.

Q : How do i know that my payment is completed?
A : Paypal will send a confirmation email to the email address that you registered (email might in your junk mail folder)

Q : What forms of payment does V-luxury accept?
A : We accept Paypal and credit card only.

Q : What types of international payment do you accept?
A : For all international buyer (exclude Canada) Paypal is the only payment we accept.

Q : Do i have to pay the brokerage fee and duty tax if i am not U.S. buyer?
A : All international (exclude Canada) orders are subject to duties, taxes and fees as determined by their local government. The customer is responsible for all duties and taxes and this charge is exclude from the S/H fee you paid.

Q : I am from Canada and i saw your auction indicated that Canada buyers do not have to pay any duty tax or brokerage fee, is that true?
A : Yes. the S/H charge you paid is already included all the brokerage and duty tax fee. the priced you paid is the final price.

Q : What is Paypal?
A : Paypal is a payment method for online purchase enabling buyers and businesses to send and receive money online. As of today, Paypal has over 100 million member accounts in 190 countries and regions. Paypal offer faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.

Q : What do i do if i have questions about my Paypal account?
A : You may contact Paypal customer service by calling 1-888-221-1161 or goto Paypal website (www.paypal.com) for support and additional information.

Q : When are funds transferred out from paypal account?
A : Paypal withdraws money from your Paypal account immediately after checkout. if the balance is lower than the total payment, Paypal offers credit products or the option to pay from your bank account or credit card.

Q : What if i don't have a Paypal account?
A : Customers who do not have a Paypal account will need to use a valid credit card to complete the order.

SHIPPING & DELIVERY QUESTIONS

Q : When my order will be ship?
A : order placed on Saturday, Sunday and National Holidays do not count as processing days, if order placed during these days, your order will be ship on the following Monday or the following business day.

Q : How long will it take for me to receive my item?
A : Shipping your item on time is very important to us. Estimated delivery dates are calculated to help you determine when your order will arrive. Estimated times do not include delivery of back ordered items, drop-ship and/or special order items. We do our best to provide you with accurate information. Please note that estimated delivery dates are estimates only and are not guaranteed. You will receive an email with complete tracking information when your order leaves our warehouse. Delivery times do not include nationally recognized holidays. Below is a map of estimated delivery times for UPS Standard Ground shipping. All orders ship from our warehouse located in City of industry, CA
Estimated Standard Delivery times from:
City of industry, CA   (p.s.-AK-HI-PR states shipping cost may vary)

Q : Is my package insured?
A : All items are insured against theft and accidental damage whilst in transit from Vluxury to the shipping address. Once your item have been delivered to the specified delivery address, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or return the package to nearest UPS location and make a note that you received a damaged box.

Q : How can i track my order?
A : Once your order has been shipped you will receive email confirmation of your shipping details and a tracking number. you can check the status at the carrier's website.

Q : Can i change my shipping address after my order has been dispatched?
A : We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Q : Can i add items to an existing order?
A : Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

Q : What's your company policy for "refused or undeliverable" packages?
A : All refused shipments will be charged 30% restocking fee based on the purchase price of the rejected merchandise(s). S&H fee is non-refundable. All undeliverable packages due to incorrect name or address, or not present / failure to claim will result in a 20% restocking fee. S&H fee is non-refundable. We could re-ship the package but re-shipping charge is require.

RETURN & EXCHANGE QUESTIONS

Q : What is Vluxury Satisfaction Guarantee?
A : Making a return or exchange is easy with Vluxury. we want to make it as easy as possible for you to shop with us. That's why we have a one year return policy. Yes, that's right, a one year 365 days return policy for all purchase, Let's face it, if you haven't wear it in a year, you probably don't need it. So send it back and get something you do want or your money back!

Q : What do i do if i want to return my purchase?
A : For any reason, if you are not 100% satisfied with any regular item, return it to us with the Returns Merchandise Authorization (RMA) number in new and unused condition in the original packaging within 365 days of the original purchase date for an exchange or refund of the purchase price. No stocking fee require. But unfortunately, shipping and handling charge is non-refundable. You can request the Returns Merchandise Authorization (RMA) number via email vluxury2010@yahoo.com or contact us by phone at 1-877-809-5525
You will be notified by email once your return has been received and processed
 
Q : What do i do if i want to exchange my purchase?
A : Request the Returns Merchandise Authorization (RMA) number from us, follow the instructions on the form, include the completed form in the return box (please do not return by the manufacturer shoes box, if the manufacturer box is taped or damaged we will charge $5.00 re-boxing fee). return shipping and re-shipping charge may vary, depends the return reason.

Q : What do i do if i received a wrong item?
A : We are extremely sorry if you received a wrong item from our company, please request the Returns Merchandise Authorization (RMA) number from us and we will schedule a UPS pickup for you, we will also pay for the return and re-shipping cost.

Q : What do i do if the item i received is damaged or defective?
A : If your package is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box and if the item inside is damaged, please contact us immediately so we can help you file a damage claim with UPS. If the item is defective, please contact us immediately as well, we will help you do the exchange as soon as we can.

Q : What do i do if UPS tracking number shown the package is "Delivered" but i have not received anything?
A : First please check the tracking number see if anyone signed for the package, then you can ask your neighbor, because they might keep it for you. if you still can't find your package, contact us or your local UPS see if they can file the lost claim for you.

For any reason you need contact us here is our information

• Email : Vluxury2010@yahoo.com    (email will be response within 24 hours except weekend and holidays)
• Phone : 1-877-809-5525 (toll free)
• Fax : 1-877-809-5526 (toll free)
• Office Hours  MON-FRI 9am-6pm (Pacific time) - SAT 11am-3pm (Pacific time) - SUN closed

Please leave us a voicemail if your call during our non-business hours, we will return your call ASAP (following information is require for us to return your call)

• Ebay item number
• Your Ebay user ID
• Or the UPS tracking number
• Return phone number