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FAQ

Welcome to the DluxeMerch FAQ Help Center.

Please browse this FAQ page to find the answers that best match your question(s). If you can't find what you're looking for please feel free to contact us here, or check the footer menu at the bottom of our website for additional pages. Our customer support team works around the clock to respond to any question(s) you may have.

We appreciate you!

 

ABOUT SHIPPING & TRACKING

 

What shipping methods do you offer?

We offer Standard International Shipping. Your order will be shipped from our warehouse within 2-3 business days.

Additional shipping info can be found on our 'Shipping Policies' page here.

 

How long will it take to receive my order?

We offer Standard International Shipping. Your order will be shipped to your doorstep in within 12-20 business days. If the order has not been delivered within this specified time please contact our customer support team for an update. (Note: Shipping time does not include processing time which is generally (1-3 days) and customs.

 

 My order was delivered but I'm missing an item?!

In some cases items from the same order are shipped separately to get them to you faster. If this happens, don't panic, your items are on the way! If you are absolutely sure that you're missing an item please contact our customer service team here. We take pride in our customer service and will make sure everything is sorted out promptly.

 

How do I track my orders?

If you would like to track your order simply visit our 'Track Your Order' page here and input your tracking  number which will be issued to you 1-3 days after your purchase.

 

The tracking info says that it was delivered and I did not receive it. What do I do ?

Sometimes the tracking information is inaccurate, and your item is still actually in the process of getting delivered to you. It's also good to check with family members/neighbors to see if they received it instead of you.

 

I ordered multiple items, but I only received one or some of it ?

Sometimes, due to logistical reasons, we have to ship your items individually. You may receive part of your order before other parts, but you will receive your entire order.

 

I entered my shipping address incorrectly, what do I do ?

Once your order has been submitted, please send us a message via email for any correction to the address you provided. Correction requests after 24 hours will not be entertained and may result to undelivered packages. Any packages returned due to a wrong or incorrect address will be reshipped at the cost of the purchaser. Please double/triple check your address is right. Though we check all orders very carefully before shipping, we cannot be responsible for incorrect information like credit card entries or addresses. Please review your order carefully before submitting your order.

 

 HOW DO I CLAIM A RETURN/REFUND?

If you receive an item that is damaged, incorrect, or defective you are eligible for a replacement. Please contact our customer service team here with your name, order #, and photos or operating videos clearly showing the problem with the item and we will sort everything out in a timely manner.

If you would like a refund instead of a replacement please let us know in your initial e-mail.

 

RULES FOR REFUNDS

We will provide complete refund if you are not happy with your product, as long as the problem is reported within 30 days of item delivery.

Refunds will only be issued after we receive the item. Customers are responsible for return shipping fee.

If an item is in transit, it cannot be refunded until it is returned to us.

For more information about our refund policy, please click on this link here

 

 Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

 

PAYMENT FAQS

SECURE TRANSACTION

 

Which forms of payment can I use?
We accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS / JCB / Diner's Club International), by debit card (VISA, Carte Bleue, Carte Bancaire) and by PayPal.


How secure is shopping? Is my data protected?
Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.


Can I pay cash upon delivery? / Can I cc you the money personally because I do not have a credit card.

Unfortunately our operations are only limited to credit/debit card transactions and Paypal. This is to ensure our customers get their consumer protection and also our business is validated.

Paypal
Paypal offers Buyer protection and favors consumers by providing a secure gateway and good refund policies. This is why we advocate using Paypal to complete your transactions here safely without credit card risks.

If you have a Paypal account, just checkout with Paypal and login to complete your purchase accordingly. 


What if I don't have a Paypal Account?!

Don't worry as you do not need to own a PayPal account to pay: you may enter your credit card's data directly at PayPal and complete your payment. You don't need to register a PayPal account either.

1) MAKE SURE THE "PAY WITH DEBIT OR CREDIT CARD" OPTION IS SELECTED
If your PayPal page looks as follows, just click on "Pay with Debit or Credit Card" or "Check out as a Guest".

  1. ENTER YOUR CREDIT CARD'S DATA

Address, email & phone number may also be requested depending on your country.
When you are done, click on "Review and Continue".

  1. CLICK ON "PAY NOW"
  2. CLICK ON "NO, THANKS" WHEN ASKED ABOUT CREATING A PAYPAL ACCOUNT. YOUR ORDER IS COMPLETE!

DONE! YOU WILL SHORTLY RECEIVE YOUR ORDER CONFIRMATION EMAIL TO CONFIRM YOUR PURCHASE! ENJOY SHOPPING :)

 

TROUBLESHOOTING PAYPAL PAYMENTS

Depending on a number of factors you could run into problems when paying at PayPal. Some common issues are:


1) I am not getting redirected to PayPal at all

Your browser's PayPal cookies might be messed up; you may try deleting your cookies to fix this <- Please Try This Step Very Important

 

2) PayPal is not accepting my credit card
Please double check the data you entered at PayPal's form. If everything is correct, chances are that you actually do own a PayPal account and that your credit card is associated with that PayPal account. If this is the case, then you will only be able to pay with that card by logging into your PayPal account. If this is too much trouble, then just try paying with a different credit card.

 

3) I can't find a "Pay with Debit or Credit Card?" option
Unfortunately, PayPal does not allow direct credit card payments in all cases. Sometimes it is because of your location, or sometimes PayPal might believe by checking your browser's cookies that you actually own a PayPal account. You might try deleting your cookies to get around this. If you are still unable to troubleshoot the cause of your paypal error, Click here to find out why

 

To view our full Privacy, Shipping, and Refund Policies please check the footer menu at the bottom of our website.