Frequently Asked Questions
Ordering and payment
Why are your prices lower than the department store?
We work in surplus, overstock, discontinued lines and end of run editions, and we do not carry the cost of retail counters, staff and floor space. That difference goes to you rather than to rent. There is more detail on our how we price page.
Do products come in original packaging?
Yes, sealed in the original manufacturer box unless the listing says otherwise.
What payment methods do you accept?
All major credit and debit cards, plus Shop Pay, Apple Pay and Google Pay. Every payment is processed over an encrypted connection and we never see or store your card details.
Can I use more than one discount code?
One code per order. If you have several, use the one that saves you the most.
Shipping
How long will my order take?
Standard shipping is 3 to 7 business days, express is 2 to 3. Orders placed before 2pm ET on a business day are packed the same day.
Is shipping free?
Free on all orders over $75. Below that, standard shipping is $5.95.
Do you ship outside the USA?
Not at the moment. We ship to all 50 US states including Alaska and Hawaii.
Why is fragrance slower to arrive?
Fragrances are classed as flammable goods, so carriers move them by ground rather than air. It is a regulation rather than a choice, and it can add a day or two.
Returns
What is your returns policy?
30 days from delivery on unopened items, and always on anything faulty or damaged. Full detail is on our returns page.
Can I return a fragrance I have opened?
Only if it is faulty. Opened fragrance and skincare cannot be resold for hygiene reasons, which is standard across the industry.
Who pays for return shipping?
We do, if the item was faulty, damaged or wrong. You do, if you changed your mind.
How long does a refund take?
We process within 3 to 5 business days of receiving the return. Your bank then takes a further 3 to 10 business days to display it.
Products
Are the bottles full size?
Always. Every size is stated in the product title and again in the details. We do not sell decants or miniatures.
How should I store fragrance?
Cool, dark and dry. Keep it out of direct sunlight and away from the bathroom, where heat and humidity break a fragrance down faster than anything else. Stored properly, an unopened bottle lasts for years.
How long will a fragrance last on my skin?
Eau de Toilette typically 4 to 6 hours, Eau de Parfum 6 to 8, and Parfum 8 or more. Dry skin holds fragrance less well, so apply to moisturised skin for a noticeable improvement.
I have sensitive skin. Where should I start?
The SKIN1004 Madagascar Centella Ampoule. It is fragrance free, alcohol free and built around a single calming ingredient. Patch test any new product on your inner forearm for 24 hours first.
Still stuck?
Email support@lexuswell.com. We answer every message, usually within one business day.