FAQ

Welcome to nerluxa!

We understand that you may have questions when browsing our products, placing an order, or waiting for your delivery. To make your shopping experience easier, we have prepared answers to some of the questions customers commonly ask.

If you cannot find the information you need below, please feel free to contact our customer support team.

1. About Our Store

Q1: What is nerluxa?

nerluxa is an online retail brand operated by Shantou Little Superstar Brand Management Co., Ltd. We aim to provide customers with a convenient shopping experience, clear product information, and helpful customer support.

Q2: How can I contact nerluxa?

You can reach our customer support team through the following official channels:

• Email: service@nerluxa.com

• Phone: +86 754-88992761

For questions about an existing order, please include your order number to help us identify your purchase.

Q3: Where is your company located?

Our registered business contact address is:

Room 502, Xinxing Building, Building 1, Longtou Industrial Zone, Longhua Subdistrict, Longhu District, Shantou City, Guangdong Province, China.

Please note that this is our business contact address and is not necessarily the designated return shipping address.

2. Products and Orders

Q4: How can I place an order?

Shopping with nerluxa is simple:

1. Browse our online store and select the products you wish to purchase.

2. Review the product details and choose your preferred options.

3. Add the selected items to your shopping cart.

4. Proceed to checkout.

5. Enter your contact and delivery information.

6. Select an available shipping method and payment option.

7. Review your order details and complete your purchase.

Once your order has been submitted successfully, you may receive an order confirmation by email.

Q5: Can I change or cancel my order after placing it?

If you need to modify or cancel an order, please contact us as soon as possible at service@nerluxa.com.

We will review your request according to the current order status.

Changes or cancellations may be possible before an order enters processing or dispatch. However, once an order has entered processing or has been shipped, modifications or cancellations may no longer be available through our standard procedures.

If the order has already been dispatched, you may submit a return request according to our Return & Refund Policy.

Any applicable statutory cancellation rights remain unaffected.

Q6: What payment methods can I use?

Available payment methods are displayed during checkout.

You can select one of the payment options supported by our store and follow the instructions provided to complete your transaction.

Please ensure that your payment information is accurate before submitting your order.

If your payment is unsuccessful or you encounter a checkout problem, please contact our customer support team.

Q7: I haven't received an order confirmation. What should I do?

First, please check your inbox, spam folder, and promotional email folder.

If you still cannot find your confirmation email, please contact us at service@nerluxa.com.

Please provide the email address used during checkout and any available payment or order information so that we can help check your purchase status.

3. Shipping and Delivery

Q8: What shipping options does nerluxa offer?

We currently provide two shipping options for all products:

Free Shipping

• Shipping Fee: Free.

• Minimum Order Amount: $39.00.

• Estimated Delivery Time: 10–15 business days.

Standard Shipping

• Shipping Fee: $3.99.

• Applicable Order Amount: $0.00–$38.99.

• Estimated Delivery Time: 10–15 business days.

The available shipping option and applicable charge will be displayed during checkout.

Q9: Is free shipping available?

Yes! We offer free shipping on eligible orders of $39.00 or more.

For orders between $0.00 and $38.99, a standard shipping fee of $3.99 applies.

You can check whether your order qualifies for free shipping in your shopping cart or at checkout.

Q10: How long does delivery take?

Both available shipping methods have an estimated delivery period of 10–15 business days.

Please note that this is an estimated delivery timeframe rather than a guaranteed arrival date.

Actual delivery may vary depending on the destination, transportation arrangements, carrier operations, public holidays, weather conditions, and other circumstances.

Order preparation and shipping transit are separate stages. Any applicable preparation time should be considered separately.

Q11: Can I track my order?

When tracking information becomes available after dispatch, relevant shipment details may be provided through our available order notification system or by email.

You can use the tracking information to follow your package.

Please understand that tracking updates may take additional time to appear after a shipment has been handed over to the carrier.

If you have questions about your shipment, contact us with your order number and tracking number, if available.

Q12: What should I do if my package is delayed?

If your order has not arrived within the estimated delivery period, please contact our customer support team.

Send us your order number and tracking information, if available.

We will review the available shipment details and assist you with the appropriate next steps.

Please remember that unexpected transportation disruptions, severe weather, public holidays, and carrier-related issues may affect delivery schedules.

Q13: What if my package is lost or marked as delivered but I haven't received it?

If your tracking information indicates an unexpected delivery status or you cannot locate your package, please contact us.

We recommend checking your delivery location and asking household members or other relevant recipients whether they accepted the package.

If the package is still missing, email us at service@nerluxa.com with your order number and tracking details.

Our team will review the available information and help investigate the situation.

Q14: Can I change my shipping address after placing an order?

If you notice an error in your delivery address, please contact us immediately.

We will check whether the requested change can be made based on the current order processing and shipping status.

Address changes cannot be guaranteed once an order has entered processing or has been handed over to the shipping carrier.

We encourage customers to carefully review their delivery details before completing checkout.

4. Returns and Refunds

Q15: What is your return policy?

We accept eligible return requests within 30 calendar days after the delivery date.

For personal preference returns, products should generally be unused, unworn where applicable, and maintained in their original condition.

Original packaging, labels, tags, and included accessories should be retained and returned where reasonably available.

All returns are subject to the applicable eligibility requirements and review procedures.

Q16: Who pays for return shipping?

Return shipping responsibility depends on the reason for the return.

Personal Preference Returns

If you return an item because you changed your mind, no longer need it, or have another personal preference-related reason, you are responsible for the applicable return shipping costs.

Damaged or Defective Products

If a return is required because of a qualifying product issue, nerluxa will cover the applicable return shipping costs.

Incorrect Products

If you receive an incorrect product because of an error on our part, we will cover the applicable return shipping costs when a return is required.

Q17: How do I request a return?

To start a return, please email our customer support team at:

service@nerluxa.com

Please include:

• Your full name.

• Your order number.

• The email address used during checkout.

• The product you wish to return.

• The reason for your request.

• Relevant photographs or videos, where applicable.

Our team will review your request and provide return instructions if it is approved.

Please do not ship any product back before receiving return authorization and the designated return address from our team.

Q18: How long does a refund take?

For approved returns, refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

After we initiate the refund, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment service provider.

If your refund has not appeared after the expected processing period, please contact your payment provider or reach out to us for further assistance.

Q19: How will I receive my refund?

Approved refunds are generally issued to the original payment method used when placing your order.

For example, if you paid using a particular credit card or another supported payment method, the refund will generally be returned through that same payment channel.

We do not normally redirect refunds to a different payment method unless required or permitted under applicable payment procedures and legal requirements.

Q20: Can I exchange a product?

If you would like to exchange an item for another available option, please contact our customer support team before returning the original product.

Exchange requests depend on product availability and review.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.

If the exchange is needed because of a qualifying product issue or an error on our part, we will review the circumstances and explain the available solutions.

Q21: What if I receive a damaged, defective, or incorrect item?

We are sorry if your order does not arrive in the expected condition.

Please contact us as soon as reasonably possible and provide:

• Your order number.

• A description of the problem.

• Clear photographs or videos showing the affected product, where available.

• Photographs of the shipping packaging, if relevant.

Our team will review your information and explain the appropriate resolution.

Depending on the circumstances, this may include a replacement, authorized return, refund, or another suitable remedy.

If a return is required because of a qualifying product issue or an error on our part, nerluxa will cover the applicable return shipping costs.

5. Additional Questions

Q22: Can I return a product directly to your company address?

No. Please do not send returned products directly to the business address listed on our Contact Us page unless our customer support team has specifically confirmed that it is the correct return destination.

Our designated return address and shipping instructions will be provided after your return request has been reviewed and approved.

This helps ensure that your returned product can be properly identified and processed.

Q23: What if I have a question that is not covered here?

We are happy to help!

If you cannot find an answer to your question, please contact our customer support team.

Email: service@nerluxa.com

Phone: +86 754-88992761

For order-related inquiries, please include your order number and the email address used during checkout.

We will review your inquiry and provide the appropriate assistance.

Thank You for Shopping with nerluxa

We appreciate your trust in nerluxa and are committed to making your shopping experience convenient and straightforward.

Thank you for choosing our store. We look forward to serving you!