Payment FAQ

Yes. MobilePay is available for eligible orders when it is displayed as a payment option during checkout.

Select MobilePay at checkout and follow the instructions shown on screen or in the MobilePay app to approve the payment.

If MobilePay is not displayed, it is not available for that particular country, currency, device or order.

MobilePay availability may depend on your selected country, currency, device, order and checkout configuration.

Make sure that:

• You have selected the correct delivery country
  
• Your browser or device supports the payment flow
  
• Your MobilePay account is active
  
• The order details have been entered correctly
  

If MobilePay is not displayed, select another available payment method.

Yes. Klarna is available for eligible customers and orders in supported markets.

Depending on your country, currency, order and eligibility, Klarna may offer payment options such as:

• Pay now
  
• Buy now, pay later
  
• Pay in instalments
  

The Klarna options available to you, together with the applicable payment schedule, due dates, fees, interest and other terms, are displayed during checkout.

Approval and eligibility are determined by Klarna. If Klarna is not displayed during checkout, it is not available for that particular order.

No. Klarna availability depends on factors such as your delivery country, billing details, currency, order value and Klarna eligibility.

The Klarna options displayed during checkout are the options currently available for your purchase.

LUXX COSMETIC cannot guarantee that Klarna will be available or that Klarna will approve every order.

Klarna determines whether a Klarna payment option can be approved.

A Klarna payment may be declined because of eligibility requirements, account information, order details, payment history or other checks performed by Klarna.

LUXX COSMETIC cannot approve or override Klarna’s decision. Please contact Klarna directly for information about a declined Klarna payment or select another available payment method during checkout.

Do not send Klarna passwords, verification codes or sensitive account information to LUXX COSMETIC.

A payment may fail because of:

• Incorrect card or billing information
  
• Insufficient funds
  
• Payment or card limits
  
• Bank restrictions
  
• An expired payment method
  
• An incomplete verification step
  
• A technical interruption
  
• A payment-provider decision
  

Please check your payment information, billing address, available balance and any verification request from your bank or payment provider.

You can then try again or select another payment method displayed at checkout.

If the payment continues to fail, contact your bank or payment provider. You may also contact us through our Contact page, but never send complete card details, passwords or security codes.

A pending amount may be a temporary payment authorisation rather than a completed charge.

Please:

• Check your spam, junk and promotions folders
  
• Confirm that you used the correct email address
  
• Check your order history through My Account
  

Your order is not confirmed until LUXX COSMETIC sends an order confirmation email.

If no order appears and the payment remains pending, contact your bank or payment provider about the authorisation. You may also contact us through our Contact page before attempting to place the order again.

Repeated payment attempts can sometimes create more than one pending authorisation.

A pending authorisation is not necessarily a completed charge. It may be released automatically by your bank or payment provider.

Check whether the transactions are marked as pending or completed.

If more than one payment has been completed for the same order, contact us through our Contact page. Include:

• Your order number
  
• The payment dates
  
• The payment amounts
  
• The payment provider
  
• A screenshot with sensitive information hidden
  

Never send your complete card number, card security code, payment password or verification code.

Payment authorisation is requested when you submit your order.

Depending on the payment method and provider, the amount may be:

• Charged immediately
  
• Reserved
  
• Displayed as pending
  
• Scheduled according to Klarna’s payment terms
  

The exact timing is determined by the payment provider.

Your order is confirmed when LUXX COSMETIC sends an order confirmation email. If payment cannot be authorised or verified, the order may be reviewed or cancelled.

You will be charged in the currency displayed during checkout.

Review the currency and final order total carefully before submitting your payment.

If your card, bank account or payment service uses another currency, your payment provider may apply its own exchange rate or foreign-transaction fee.

Prices include VAT or similar taxes where applicable, unless otherwise stated.

Shipping charges and other applicable checkout costs are displayed before you submit the order.

Customs duties, import taxes, brokerage fees or similar local charges may apply to certain destinations.

For current destination-specific shipping information, see our Country List.

Checkout connections are encrypted, and payment information is processed through Shopify and the payment providers displayed during checkout.

LUXX COSMETIC uses reasonable technical and organisational measures designed to protect personal information. However, no online system or transmission method can be guaranteed to be completely secure.

For more information, see our Payment & Security page and Privacy Policy.

Payment information is processed through Shopify and the relevant payment provider used during checkout.

LUXX COSMETIC does not need you to send complete card details, card security codes, MobilePay approval details, Klarna passwords or verification codes.

Never send sensitive payment information through email, contact forms, live chat, WhatsApp or social media.

If you believe your payment information has been compromised, contact your bank or payment provider immediately and then notify us through our Contact page.

An order may be reviewed, declined or cancelled when:

• Payment cannot be authorised or verified
  
• Customer, billing or delivery information appears incorrect
  
• An obvious pricing or technical error has occurred
  
• Unusual activity or possible misuse is detected
  
• A product becomes unavailable
  
• The order cannot be fulfilled as submitted
  
• The payment provider declines or cancels the transaction
  

Where possible, we will notify you using the contact details provided with the order.

If you believe a decision was made in error, contact us through our Contact page and provide your order number and the email address used during checkout.

A single online order cannot normally be divided between multiple credit or debit cards unless a split-payment option is specifically displayed during checkout.

You may be able to use an eligible LUXX COSMETIC gift card toward an order. If the gift-card balance does not cover the full order, checkout may allow the remaining amount to be paid using another available payment method.

For more information, see our Gift Cards page or check your gift-card balance.

An eligible LUXX COSMETIC gift card can be entered during checkout.

If the gift-card balance does not cover the full order, checkout may allow the remaining amount to be paid using another available payment method, including Klarna or MobilePay where supported.

The payment combinations displayed during checkout are the options available for your specific order.

No. Discount codes and gift cards must be entered and applied during checkout before the order is submitted.

They cannot normally be added retrospectively to a completed order.

An unused eligible discount code or gift card may be used on a future order.

For more information, see our Discount Codes and Gift Cards pages.

Discount codes can only be combined when the applicable promotion and Shopify checkout specifically allow it.

If the codes cannot be combined, checkout will ask you to select or retain one eligible discount.

The discount shown in the final checkout total is the discount applied to your order.

An approved refund is normally issued to the original payment method used during checkout.

This means that a Klarna payment will normally be adjusted or refunded through Klarna, while a MobilePay or card payment will normally be returned through the relevant payment provider.

A refund cannot normally be redirected to another card, bank account or payment method.

LUXX COSMETIC typically processes approved refunds within 14 days after receiving and inspecting an eligible returned item. Your payment provider may require additional time before the refund becomes visible.

For complete information, see our Refund Policy.

Once LUXX COSMETIC approves and processes the refund, the refund information is sent through the payment system to Klarna.

Klarna will then update the relevant payment plan, invoice or balance according to its own processing procedures.

Continue to follow any payment instructions shown in your Klarna account until Klarna confirms that the payment or balance has been adjusted.

Contact Klarna directly if you have questions about payment deadlines, instalments or the status of the refund in your Klarna account.

An approved refund is normally returned through the original MobilePay payment method.

After LUXX COSMETIC processes the refund, your bank or payment provider may need additional time before the amount becomes visible.

If you have received a refund confirmation but cannot see the amount after a reasonable processing period, contact your bank or MobilePay support. You may also contact us through our Contact page with your order number and refund details.

After LUXX COSMETIC processes an approved refund, your bank or payment provider may need additional time to post the funds or adjust the payment plan.

Check:

• The original payment method
  
• Your Klarna account, where applicable
  
• Your MobilePay or bank transaction history
  
• Any refund confirmation received from LUXX COSMETIC
  

If sufficient time has passed and the refund is still not visible, contact the relevant payment provider first.

You may then contact us through our Contact page and provide your order number and refund details.

Contact us through our Contact page and provide:

• Your order number, if available
  
• The email address used during checkout
  
• The payment date and amount
  
• The payment method or provider
  
• A description of the issue
  
• A screenshot with sensitive information hidden, where helpful
  

Never send:

• Your complete card number
  
• Your card security code
  
• Your banking password
  
• Your MobilePay approval information
  
• Your Klarna password
  
• A payment or sign-in verification code