Shipping & Delivery
Processing Times
Every Luxfi order is picked, checked, and packed at our fulfilment facility. Processing time is separate from and in addition to the delivery timeframe shown at checkout.
Order journey
Order placed & payment confirmed
Your order enters our fulfilment queue immediately upon successful payment.
Processing (1–2 business days)
Picking, quality check, and packaging. Orders placed on weekends or public holidays begin processing the next business day.
Dispatch & tracking notification
You receive a shipment confirmation email containing your tracking number and carrier details.
Delivery to your door
Carrier delivers within the estimated window. See section 03 for timeframes by destination.
Public holidays & peak periods
During German, Austrian, and Swiss public holidays and peak retail periods (e.g. Christmas, New Year), processing may extend to 3–4 business days. We will display any applicable notice at the top of our website and at checkout.
Destinations & Rates
We currently ship to addresses in Germany, Austria, and Switzerland. Shipping costs are calculated automatically at checkout based on your delivery address and the weight of your order. All prices are shown in EUR.
Customs, duties & import VAT (Switzerland)
Switzerland is not part of the EU customs union, so shipments crossing the border are subject to clearance by Swiss customs (Bundesamt für Zoll und Grenzsicherheit, BAZG). Depending on the value of your order, import VAT and customs duties may apply. These charges are the responsibility of the recipient and are not included in the price paid at checkout. Luxfi has no control over these charges and cannot predict their amount. We recommend contacting BAZG at bazg.admin.ch or a customs broker if you have questions before placing your order.
Germany & Austria (EU orders)
As Germany and Austria are both within the EU, there are no customs charges on orders delivered to these countries. VAT is included in the price shown at checkout, in accordance with the tax laws of your country. The amount shown at checkout is the final amount charged.
Delivery Timeframes
Delivery timeframes are estimates and begin from the date of dispatch, not the date of purchase. They are provided by our carrier partners and are not guaranteed. Actual delivery may vary due to carrier capacity, weather events, customs clearance, or other factors outside our control.
Germany & Austria
Standard: 3–6 business days from dispatch.
Business days are Monday to Friday, excluding German and Austrian public holidays.
Switzerland
Standard: 4–8 business days from dispatch.
Business days are Monday to Friday, excluding Swiss public holidays. Customs clearance may add 1–3 additional days.
Estimated dates are not guaranteed
Delivery dates shown at checkout are estimates provided by our carriers (such as DHL, DPD, or a comparable regional partner). Luxfi cannot be held liable for late deliveries caused by carrier delays, customs processing, weather events, force majeure, or an incorrect address provided at checkout. If your order is significantly overdue, please contact us and we will liaise with the carrier on your behalf.
Tracking & Order Confirmation
Every Luxfi order is shipped with a tracking number. You will receive automated updates at each key milestone of your delivery.
Order confirmation email
Sent immediately after payment is confirmed. Contains your order number, items purchased, and delivery address. Check your spam folder if not received within a few minutes.
Dispatch confirmation & tracking number
Sent once your parcel is collected by our carrier. Contains your tracking number and a link to the carrier tracking portal.
In-transit updates
Carrier notifications as your parcel moves through the network. These are carrier-generated and may not always update in real time.
Delivery confirmation
A final notification when your parcel is marked delivered. If you receive this but did not receive the parcel, check with neighbours and in a safe location, then contact us within 48 hours.
Tracking not updating?
Tracking information can take 24–48 hours to appear after dispatch, particularly for shipments to Switzerland. If your tracking has not updated for more than 7 business days, please contact us at info@luxfi.de and we will investigate on your behalf.
EU Consumer Rights (Germany & Austria)
If you are ordering from Germany or Austria, you benefit from additional statutory protections under EU consumer law that apply in addition to this shipping policy and cannot be waived.
Right of Withdrawal
You have the right to cancel most online orders within 14 days of receiving your goods without giving any reason. See our Returns & Refunds Policy for full details on how to exercise this right.
Delivery Timeframe Guarantee
Goods must be delivered within the timeframe agreed at checkout, or within 30 days if no timeframe was agreed. If we fail to deliver, you may be entitled to a full refund. See our Returns & Refunds Policy for full details.
Delivery obligations under EU law
We are required to deliver within the timeframe agreed at checkout — or within 30 days if none was agreed.
Under the EU Consumer Rights Directive, as implemented in German and Austrian law, if we do not deliver within the agreed delivery period (or within 30 days if no period was agreed), you may be entitled to a full refund. If a specific delivery date was essential to the contract and we miss it, you may treat the contract as at an end and claim a refund without needing to give us a further opportunity to deliver.
Contact us first
If your delivery is overdue, email info@luxfi.de with your order number. We will investigate and resolve promptly.
Your right to a refund
If a delivery failure cannot be remedied within a reasonable further time, you are entitled to a full refund under EU consumer law, with no deductions.
Nothing in this policy limits or waives your statutory rights as a consumer in Germany or Austria. Where any term of this policy conflicts with your statutory rights, your statutory rights prevail.
Independent advice
German consumers can obtain free, impartial advice from the Verbraucherzentrale at verbraucherzentrale.de. Austrian consumers can contact the Verein für Konsumenteninformation (VKI) at verbraucherrecht.at.
Switzerland & Customs
If you are ordering from Switzerland, your delivery crosses an international border and is subject to Swiss customs clearance in addition to this policy.
Swiss customs clearance
Switzerland sits outside the EU customs union, so every shipment is processed by Swiss customs (BAZG) before it reaches you. Depending on the declared value of your order:
(a) Import VAT and/or customs duties may be assessed by Swiss customs; and
(b) These charges are payable by you, the recipient, and are not included in the price paid at checkout.
If these charges are refused, the parcel may be returned to us or destroyed by customs, and any refund we can offer will be reduced by the original outbound shipping cost and any charges we incur as a result.
What we will do
Provide accurate customs documentation matching your order value
Ship with full tracking so you can follow your parcel through clearance
Notify you promptly if we become aware of a customs delay
Answer any customs-related questions before you order
What to expect as the recipient
You may be asked to pay import VAT and/or duties on delivery or before your parcel is released. Clearance can add 1–3 business days to the delivery estimate. Nothing in this policy limits any right you have under Swiss consumer law. Swiss customers may also contact BAZG at bazg.admin.ch with questions.
Lost & Damaged Parcels
While the vast majority of orders arrive safely, occasionally a parcel may be lost in transit or damaged by the carrier. Please follow the steps below so we can resolve your case as quickly as possible.
Visible damage: report within 48 hours
If your parcel arrives with visible external damage, report it to us within 48 hours of confirmed delivery. This allows us to file a carrier claim promptly. Photograph the outer packaging and the item before opening or using it.
Lost parcel
Contact us if your tracking shows no movement for more than 5 business days (Germany & Austria) or 7 business days (Switzerland) beyond the estimated delivery date. We will open a formal investigation with the carrier.
Carrier investigations typically take 15–30 business days. A refund or replacement is issued only after the carrier formally confirms the loss in writing.
Damaged in transit
Email us at info@luxfi.de with your order number, a description of the damage, and clear photographs of the item and packaging.
We will arrange a prepaid return label and, once the item is received and inspected, issue a full refund or replacement — your choice.
Document everything
Photograph the outer packaging, inner packaging, and all visible damage. Do not discard any materials — carriers may request them as evidence.
Contact us immediately
Email info@luxfi.de with subject "Damaged Item — Order #XXXXX" or "Lost Parcel — Order #XXXXX". Include photos and your order number.
We open a carrier claim
We file a formal claim with the carrier on your behalf. You will be kept informed of progress throughout.
Resolution
Upon claim resolution, we issue a full refund or replacement at no cost to you, including any shipping charges paid.
Important — please do not open a payment dispute for a parcel in transit
An active investigation is not a reason to initiate a chargeback.
Chargebacks take 30–90 days, may flag your account with payment processors, and do not speed up carrier investigations. We maintain full shipping records, tracking data, and carrier correspondence for every order, and will submit this evidence to your bank if a chargeback is filed while an investigation is ongoing.
Via email
info@luxfi.de — include your order number. We respond within 1–2 business days and work toward a fair resolution.
By phone
Call +1 740 272-5703 during business hours. Have your order number ready.
Restrictions & Dispatch Address
To protect the integrity of your delivery and ensure accurate customs documentation for Swiss orders, please review the following restrictions and ensure your shipping address is correct before placing your order.
We cannot ship to
PO boxes or addresses our carrier cannot deliver to directly
Freight forwarders or package consolidators
Countries other than Germany, Austria, and Switzerland
Any address that cannot be verified by our carrier
Address accuracy
Double-check your address at checkout — we dispatch to the address provided
Address corrections must be requested before dispatch
Luxfi is not liable for non-delivery due to an incorrect address supplied by the customer
Need to change your address?
If you need to correct or update your delivery address, contact us at info@luxfi.de as soon as possible with your order number. We can amend your address if your order has not yet been dispatched. Once dispatched, address changes are subject to carrier availability and additional fees may apply.
Refused or undeliverable parcels
If a parcel is refused at delivery, returned to sender due to an incorrect address, or deemed undeliverable by the carrier, it will be returned to our facility. We will contact you to arrange re-delivery (at your cost) or a refund of the item price minus the original outbound shipping cost. We will not issue a refund for outbound shipping on undeliverable parcels except where the cause was our error.
Questions? We’re here.
Our team responds to all emails within 1–2 business days.
info@luxfi.deThis policy applies to all orders on luxfi.de. For consumers in Germany and Austria, your statutory rights under the EU Consumer Rights Directive apply in addition to this policy and take precedence where more favourable. For orders shipped to Switzerland, Swiss customs regulations regarding import VAT and duties apply. Nothing in this policy affects rights that cannot be waived under applicable law. Luxfi is a trading name of Ecomvest LLC. We reserve the right to amend this policy at any time, without prejudice to your statutory rights. Effective 15 August 2026.