FAQs
General
How can I redeem my voucher code?
If you have received a voucher code you can simply enter it at checkout and the deal will be automatically deducted.
I don't want to receive emails, what do I have to do?
In the footer of each email you will find a unsubscribe button. Click on the link and indicate that you no longer wish to receive emails. Too bad... We will miss you !
Shipping:
Pedi Pen: 3-5 business days
Our delivery times may vary. Once your order has been accepted, you will receive a confirmation email within 48 hours. Please note that due to the current situation, it may take 1-3 days for us to prepare and ship your order. We are working at full speed and doing our absolute best to ensure that you receive your order as soon as possible.
If there is a problem with your tracking number or package delivery, please notify the shipping company first before contacting us. Please note that it may take 1-4 days for the tracking number to display information. In exceptional cases, the tracking number may not show any information. Your order will still be delivered !
If you have not received a shipping confirmation after 14 days, please contact our customer service, and we will take care of your order and make sure it is delivered as soon as possible.
I have entered an incorrect delivery address, how can I change it?
Generally, you can change your delivery address within 24 hours. Please contact us immediately with your order number and the correct delivery address. We will do our absolute best to change your order, but we cannot guarantee that we will be able to change your order before it ships. When contacting customer service, please use the subject line "Urgent: Change Order Details". Any other subject could result in delays to your order.
Please note that it may be that your order has already been dispatched. In this case, we will not be able to change the order. In this case, please contact the shipping company immediately.
How can I track the status of my order?
All orders receive a tracking number, which is automatically sent to you by e-mail. To track your order immediately, click here:
When you receive a shipping confirmation email with the tracking number, it means that your order has been shipped. Please note that due to the high volume of orders, it may take 5-9 days for your tracking number to be updated depending on the shipping company.
How can I track the status of my order?
Once your order has been shipped, you will receive a confirmation email that your order is on its way to you. In this email you will also receive your tracking number. To track your order, follow the link in the email and enter your tracking number.
If there is a problem with your tracking number or the delivery of your shipment, please contact the shipping company directly. Please note that it may take 1-4 days for the tracking number to display information. In exceptional cases, the tracking number may not display any information. Your order will still be delivered ! You can also track your order directly here.
I think my package was stolen.
Luxence is not responsible for lost or stolen packages. The shipping company will let you know if your package can be left in a safe place at your home.
Can I have the order sent to a different delivery address than the billing address ?
Yes, simply enter your address as the billing address and the address where the package is to be sent as the delivery address.
My delivery address is too long. What can I do ?
Addresses longer than 35 characters cannot be entered by our system. If your address is longer, use abbreviations such as Street= Str. You can enter additional information under "Other".
My order has been sent back to the carrier. What should I do?
If the tracking number indicates that your order has been returned to the carrier, it is possible that the delivery address you provided was incorrect or incomplete. In this case, please contact our customer support team with your order number, tracking number and full delivery address (the recipient must have the same last name as on the bell) - we will arrange a speedy delivery of your order.
My order is listed as delivered, but I have not received any goods.
When the tracking information shows "delivered" it means that your order has been delivered to the address you provided. Please consider the following options to locate your parcel:
1. re-check your delivery address.
We recommend that you check your delivery address again to make absolutely sure that it is correct. Please make sure that the house number or flat number is also correct.
You can check your delivery address in the confirmation email.
Please note that we cannot accept any liability if you have entered an incorrect delivery address and the package has been delivered to the wrong address. Our customers are responsible for ensuring that the details provided at checkout are correct. If you see that your package has been sent to the wrong address, try to contact the person living there to receive your package afterwards.
Otherwise, check if the tracking number shows "returned to sender". If this is the case, please contact us again with your order number and we will send the package to the correct address.
2. ask your flatmates or neighbours
When a parcel is delivered, it is often only delivered to the address given and not to the specific recipient. If you live under the same roof as several other people, ask them if they have received your parcel.
We also recommend that you ask your neighbours if they have accepted a parcel for you. 3.
Check your mailbox and the drop-off points you have indicated.
In most cases, the shipping company will tell you where your parcel has been left (e.g. on your doorstep, at your neighbour's, etc.). However, we recommend that you use all A4. For businesses - check with the security guard, mailroom, and front desk.
If your order is delivered to an office, please check with everyone such as employees, security guards, etc. to see if anyone has received your package. Also check your desk to see if it has been left there.
5. for secure housing estates, check with the security staff.
In many secure housing estates, parcels are left at the front of the security entrance. Please check with them.
Contact your local post office
Your parcel may be delivered to your local post office if you do not arrive. In this case, the tracking number will still show delivered. We recommend that you check with your local post office to see if they have received your package.
It may take 24-48 hours for your package to be delivered.
On busy days, the shipping company may record your order as delivered before you actually receive it. Please wait 24-48 hours after receiving confirmation that your order has been delivered.
If you have tried all of the above options and still have not received your order, please contact us with your order number. We will be happy to help you!
Please note that we are not responsible and cannot accept any liability if your tracking number shows delivered.
If you have a history of having packages stolen or lost at your home, we recommend that you have your order delivered to a different address, such as your office.
I have received a damaged product.
We are very sorry that you have received a damaged product. It can sometimes happen that our products get damaged during shipping. Please contact us with the subject "Damaged product" and send us a photo of the damage. We will then send you a new product immediately and of course free of charge.
In case of technical problems, we offer a 1-year warranty on all our products and will replace the product in case of damage. In this case, please contact our customer service. Please note that the warranty only applies if the product has been used properly and the damage is clearly due to a manufacturing defect. For further details, please contact our customer service.
Placing an order
How do I place an order ?
Add to shopping cart
Simply click on "add to cart" and add the products you would like to order. You can edit your shopping cart at any time with the number of products, add or remove products. Don't forget to update your shopping cart before proceeding to checkout.
Checkout address and payment
If you are already a member of our PediGalm community, log in with your email address and enter your password. If you are not a member yet, you can register for free and benefit from many great offers. Your data will not be shared with non-essential third parties outside our organisation.
Enter your billing address. This will automatically be your delivery address. If you wish to have your order delivered to an address other than your billing address, simply enter the delivery address in the field provided.
Place your order
Make sure that all the information you have provided is correct. Then accept our Terms & Conditions to place your order. Then select "Place order".
How do I use a promotion code ?
You can easily redeem your promotion code by clicking on "View Cart" and then entering it in the field provided on the right side of the page. Then select Redeem Coupon and the amount will be automatically deducted from the price of your order.
You can only redeem one coupon per purchase. Note that once you have redeemed the coupon code, you cannot claim it back.
Payment
What payment methods does Pedi Glam accept?
We accept the following payment methods. Just choose the payment method that suits you best. Prices quoted include all taxes and fees.
CREDIT CARD
Pay with VISA or Mastercard credit card
PAYPAL
PayPal is the faster way to pay securely online
KLARNA
Pay later, directly or in instalments
Are free products really free ?
Yes! These products are absolutely free "0,00€". No hidden costs !
When will my credit card be charged ?
Your credit card will be charged as soon as your order has been shipped.
Please note that once you have received your credit card authorisation, depending on your bank, the money may be reserved for up to 30 days. Please refer to your bank's policy. If you are paying with a debit card, please check the daily transfer limit. Pedi Glam reserves the right to ask you for further information. In this case we will contact you by email.
I have not yet received a refund
If you have not yet received your refund, please check your bank account first and then contact your credit card company. It may take a few days for the money to be credited to your account. Otherwise, contact your bank. If you have done all this and still have not received your refund, please contact us.