Where is Luxour Academy located?
Do I need an account to make a purchase?
Payment & Shipping:
How come the tracking number sent to me via Canada Post doesn't work? It says it's in Mississauga, Ontario even after the item arrives!
What type of payments do you accept?
How will my item be shipped? What is the default shipping method and what choices do I have?
Do you accept returns/refunds?
Do you accept Local Pickup as an option if I live in the GTA?
Do you accept LAYAWAY?
When will my order ship?
I recently moved and have an order that is pending to be shipped. How can I change my shipping address?
Products & Services:
Does Luxour Academy accept custom orders?
General Inquiries:
Where is Luxour Academy located?
Luxour Academy is located in Toronto, Canada and is independently owned and operated by Hameda Yeung (mEda). The Luxour Academy Studio is based out of a home studio and features handmade clothing as well as other handpicked items for Pullip, Blythe, J-doll, Hestia, Lati Yellow, MSD and SD dolls.
Do I need an account to make a purchase?
You will need to sign up for an account to make a purchase. This will help us verify your shipping address and keep track of your Reward Points.
Signing up for an account will give you perks such as notices on sales and of course, latest arrivals notifications. It will also help us process your order swiftly.
How come the tracking number sent to me via Canada Post doesn't work? It says it's in Mississauga, Ontario even after the item arrives!
Please note that unless otherwise stated, all the shipping methods that we use DO NOT INCLUDE TRACKING NUMBERS. The tracking number is automatically sent to you via Canada Post but does not actually track the package. It's more like "proof of purchase" and tells you that a shipping label has been printed.
Please allow some time for delivery and if it is an international destination, please keep in mind that customs might be a factor for the delivery time. Please note that shipping items to France and Spain might take a bit longer to arrive due to Customs.
What type of payments do you accept?
We currently accept PAYPAL only.
To purchase an item, simply add it to your shopping cart and when you are ready to checkout, click on the CHECKOUT link at the top of the page and you will be redirected to your shopping cart. You can then click on the Paypal Checkout button to complete your transaction at the secured Paypal official website. We do not store your paypal information in our databases because the payment will be done at the official Paypal website. We will not have access to your personal information and will NEVER sell your e-mail address to anyone.
You will receive a receipt/invoice for your purchase as well as paypal confirmation once your order has been placed.
How will my item be shipped? What is the default shipping method and what choices do I have?
Most items will be shipped via Canada Post. Most shipping costs quoted includes Full Insurance coverage. We will contact you if Full Insurance is not available for the shipping cost quoted and will confirm with you before finalizing the transaction. EMS is standard for Canadian and International orders for all DOLL purchases. Expedited Parcel will be the standard for U.S. Doll orders.
Please feel free to contact us via this form if you have any questions regarding shipping and your order. You can also find detailed shipping info here.
Do you accept returns/refunds?
We will gladly offer you a refund/exchange if the item received was the wrong item. Please contact us within 7 days of receving the item and provide us with a photo of the item received.
You can contact us via this form and please provide the following information:
Name:
Invoice number:
Item purchased:
Reason:
Do you accept Local Pickup as an option if I live in the GTA?
Local Pickup can be arranged for orders over $90.00 USD as well as Doll Purchases. This arrangement will have to be made prior to placing an order.
You can contact us via this form for Local Pick-up schedules and availability.
We offer the Layaway option on Doll Purchases only. For more information on Layaways, please visit the Payment page.
Clothing Orders:All Clothing orders are made to order and will take 25-35 Business days (from the date of confirmed payment) before they will be shipped. The entire order will ship when all the items are ready.Wigs/Shoes Orders:These items are in stock and can be shipped right away. If you ordered these items along with Clothing, the order will ship when all items are ready.You will be able to track the status of your order after signing into your account and viewing the details of the specific order. Please add our e-mail: info [at] luxour-academy [dot] com to your address book to make sure that you receive all notifications.Dolls:Most of the dolls are pre-order only but we will have some in stock occassionally. Pre-order dolls will usually take approximately 45-60 days to ship after confirmed payment is received. The actual delivery date depends on when the doll is released as well. Dolls that are in stock usually ships 1-3 Business days after payment is confirmed.
I recently moved and have an order that is pending to be shipped. How can I change my shipping address?
1) Please update your new shipping address in your account profile asap.
2) Send an e-mail to us with your Full Name, New address, phone number
We will reply with a confirmation once we updated your order.
Products & Services:
Does Luxour Academy accept custom orders?
No we don't. For custom orders, please visit our sister shop at http://www.princesstapi.com.
