LugxeryReviews of lugxery.com

Response from LugxerySep 19, 2026

Hi Zuri, thank you for the feedback. We looked into this closely — I personally packed and shipped this order brand new, sealed, and unopened, and UPS's delivery record confirms the package arrived fully intact with no incident reported by the carrier. Per our policy, we're unable to accept returns on opened fragrances for hygiene reasons, and we stand behind the condition in which this order shipped. We're always happy to work through any order concern directly — please reach out to [email protected] if you'd like to discuss further.

Response from LugxerySep 5, 2026

Hi Sylvia, Here is our exact "attitude" sent directly from customer support: "Hello, If your item is unopened, we accept those returns (minus shipping). Can you confirm the item is still in the original cellophane, unopened, and unused? Sincerely, Lugxery LLC" Asking a simple, polite verification question before accepting a return on a luxury beauty product is basic hygiene protocol, not poor customer service. Rather than answering whether the bottle was sealed, you chose to leave a 1-star review. As stated in our emails, we remain ready to process your return the moment you confirm the factory seal is intact. — Lugxery Management

Response from LugxeryAug 26, 2026

Hi Belkior, Orders using international payment methods linked to freight forwarding hubs fail our automated security checks and are canceled and refunded in full immediately, as clearly stated in our Terms of Service. Leaving a 1-star review simply because a domestic US store does not support third-party export and freight-forwarding services is completely unreasonable. Furthermore, our team maintains a strict policy against engaging with hostile or aggressive emails. Best, Lugxery LLC

Response from LugxeryAug 19, 2026

The item was out of stock. You were promptly notified, refunded 100% in full, and provided a discount code. Terms of Service you agreed to - 3.3 Right to Refuse Service: We reserve the right to refuse service, terminate accounts, or cancel orders at our sole discretion, for any reason and at any time

Response from LugxeryJul 21, 2026

Hi Wyatt, We're a bit confused by the math here! Tracking confirms this order was placed late on the July 4th holiday (11:47 PM) and delivered on July 11th—taking exactly 7 calendar days from checkout to delivery, right through a major holiday weekend. We pride ourselves on fast fulfillment, but if you ever have questions about a shipment, please feel free to reach out to us directly.

Response from LugxeryJul 13, 2026

Thank you for your feedback. We need to clarify how shipping protection actually works, as it is a structured insurance policy with legal guidelines, not an automatic refund button that operates on assumptions. Our Optional Shipping Protection policy and Terms of Service—which are clearly detailed on our site and explicitly agreed to at checkout—plainly state that a local police report is mandatory if a package is marked as delivered. When a carrier provides absolute photo and GPS proof of delivery to your doorstep, a missing package is legally a crime of theft. No insurance underwriter pays out a criminal theft claim without an official police case number to validate it. We cannot bypass standard legal insurance requirements or invent a different process simply because filing a report takes a few minutes of your time. We remained completely ready to immediately issue a full replacement or refund the moment the agreed-upon police report number was provided, but we cannot issue payouts without the mandatory documentation.

Response from LugxeryJun 4, 2026

We have looked into this review and can confirm that this individual is not a verified customer of lugxery.com. No payment was ever captured and no order was fulfilled — there is no completed transaction on record. We'd also like to make note that eBay recently removed 7 feedback entries left by this individual on our eBay store for violating their review policies. Trustpilot's guidelines require reviews to be based on a genuine customer experience. We will be reporting this review accordingly and pursuing all available options to address false and defamatory content about our business.

Response from LugxeryMay 7, 2026

At Lugxery LLC, we maintain a 100% authenticity track record. While we accept returns on unopened items, our policy is firm that once a bottle or box is opened and items are handled, the sale is final. This is a hygiene standard to ensure every client receives a pristine, untampered product. We will never risk the purity of our inventory for our other customers. The customer’s claim is directly contradicted by their own written admission that they ‘never sprayed the fragrance,’ yet attempted to judge authenticity by smelling a bottle nozzle. Furthermore, this was a Manufacturer Tester, which, as stated in the listing, comes in a plain box without cellophane. We stand behind our genuine products and our commitment to product safety.