Justin R.
Be wary of delays
Just wanted to comment to anyone thinking about purchasing. I ordered a watch on February 1st and paid an extra 9.95 for 3-4 business day expedited shipping. Not a major charge but I wanted to make sure I got it in time in case a link needed to be added or the band resized. February 1st was a Sunday so I waited until Friday and still had not received a confirmation the watch had shipped. I reached out to customer service on February 6th and asked for an update. After a couple hours I got a response saying "Our handling time is 7-10 business days after the cleared payment has been received. Please note paying for faster shipping does not get handling time any shorter." My payment cleared right away, while the charge was still in pending, it was there and had been since I'd placed the order. I explained this and was told "Our systems process payments only once the order has been shipped." So I waited another week. February 11-13 I messaged confirming I was on track to have the watch shipped by the end of the week (10 business days since purchase). I was told both Wednesday and Thursday yes, my watch will ship by the end of the week. Friday comes around, watch still has not shipped. I write in to say that I ordered this watch for a wedding which I will be leaving for this week, the week of 2/16 and I need my watch before I leave. After saying all week that it will ship out by the end of the week, they now say "We apologize for any inconvenience. We are expecting our shipment by Tuesday. However, due to weather conditions, there has been a delay in the shipment arriving. If we receive it by Tuesday, we will expedite the delivery to you via overnight shipping at no additional cost." I am leaving early Thursday morning so I need the watch by Wednesday at the latest. I let them know we'll evaluate our options Tuesday. On Monday I write in and ask if we are on track to receive, and I get no response. Today is Tuesday. I write in again, asking if we are on track. I receive back: "We sincerely apologize for the unexpected delay and any inconvenience caused. We have just been informed that the consignment is now expected to arrive on Friday." I went ahead and cancelled the order. I'm getting the watch rush shipped from elsewhere to the tune of almost 200$ more. I should have cancelled at the first sign of delay, but I wanted to pass on my story to anyone trying to use this website. Be wary of delays. They processed the cancellation right away and told me I should expect the pending charge to drop off. I'll update here if it doesn't but I got an email saying the order had been cancelled and refunded, so I see no reason that it wouldn't.
Response from TheluxurydirectFeb 19, 2026
Justin, We’re truly sorry this order did not arrive in time for your event. This was a special-order piece secured specifically for you from Switzerland, and while we provided regular updates throughout the process, the unexpected supplier delay ultimately pushed the timeline beyond what either of us anticipated. Expedited shipping applies once an item is in hand and ready to dispatch, but in this case the delay occurred before it reached us — and we completely understand how frustrating that is when you’re working against a fixed deadline like a wedding. As soon as you chose to cancel, we processed the refund immediately. We genuinely regret that we couldn’t meet your timeframe on this occasion and appreciate you sharing your experience.