Shipping & Returns

After your payment has cleared and is confirmed, your order will be processed. Depending on the availability of the items you ordered, it can take 25-35 business days for the order to be shipped.

Items that are labeled IN STOCK AND READY TO SHIP will be processed right away and can be shipped within 3-5 business days.

Items that are PRE-ORDER ONLY can take from 25-60 days. Details can be found in individual listings.

Please note the delivery of your order might be delayed if you do not provide accurate shipping/billing information.

If you don't receive an e-mail from us after placing an order, please check your junk mailbox to see if it was mistakingly delivered there.

All the orders placed with LUXOUR ACADEMY are shipped via Canada Post. Shipping fees are determined by Canada Post. We will notify you via e-mail when your order is ready to ship as well as provide you with the tracking number for your shipment (if tracking number is available).

Please be sure to add us to your address book so that our e-mail notifications will not be treated as junkmail.

Shipping fee is standard for the customer’s expense.

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.

Please note that the local pickup area is in Scarborough/Markham area only.

All the orders placed with LUXOUR ACADEMY are shipped via Canada Post. Most items are shipped with Canada Post Small Packet and will include insurance. We will contact you if the shipping fee charged for your order does not cover insurance.

PLEASE NOTE THERE IS NO TRACKING NUMBER WITH OUR STANDARD SHIPPING METHOD.

If you would like tracking or additional insurance, EMS is available but is quoted according to each individual order.

Dolls are shipped with EMS. Delivery Confirmation, Full Insurance are included in the shipping cost quoted for Dolls.

Please be sure to add us to your address book so that our e-mail notifications will not be treated as junkmail.

Shipping fee is standard for the customer’s expense.

LUXOUR ACADEMY is not responsible for Custom Duties on international orders. We will declare the full value of your order for Insurance of the full purchase price. Please note that the buyer is responsible for any losses or damages to the item if the item is not insured or if the full purchase price is not declared.

Even though LUXOUR ACADEMY packs your items very carefully and securely, damages can occur while shipping due to it's long transport and/or rough handling by the deliverer.

LUXOUR ACADEMY will replace parts for damages while shipping.
However customers MUST report the damages within 3 DAYS after they received the item(s).

So please check the condition of your order(s) AS SOON AS you have received the package.

You have to provide us below information.

1. Your order number(s)
2. Your full name at your order
3. Your email address
4. Photo evidence of damages

Please report the damages at info [at] luxour [dot] net