LUX&MO FAQ

Shopping and Duties Information

Q: How much is the cost of shipping?

Retail orders enjoy free standard shipping to all countries and regions currently supported at checkout. All items are shipped from Japan via FedEx or other logistics partners.
Q: What is your delivery lead time?

Orders are usually processed within 1–2 business days after payment confirmation, excluding weekends and Japanese public holidays.

Estimated transit times after dispatch:
United States and Canada: 3–6 business days.
Europe — supported destinations: 4–7 business days.
Asia — supported destinations: 3–6 business days.
Australia and New Zealand: 4–7 business days.
Mexico: 4–7 business days.

For other supported destinations not listed above, please contact us for an estimate before ordering. These are estimates, not guaranteed delivery dates. Customs clearance, holidays, weather, remote-area delivery and carrier delays may affect arrival times. All items are shipped from Japan via FedEx or other logistics partners.
Q: How can I check the shipping status of my order?

Once your order has been shipped, you will receive a tracking number by email to check delivery status on the carrier’s website.

For retail orders shipped to the United States, Australia or Canada, product prices include applicable import duties and import taxes (including import VAT or GST where applicable). LUX&MO covers these charges, so the recipient does not need to pay additional import duties or import taxes on delivery.

For all other destinations, product prices exclude applicable import duties and import taxes. Any such charges are payable by the recipient. This does not mean that domestic sales or consumption taxes are exempt.

This treatment is based on the actual shipping destination. Please select the market matching your delivery address before ordering. If the destination changes, contact us to confirm the revised price and delivery arrangements before dispatch.
Q: What happens if a package is refused?

If a package is refused for reasons caused by the customer, the original shipping cost, return shipping cost, customs-related charges, and handling fees may be deducted from the refund.

Returns and Refunds

Q: Can I cancel my order?

If your order has not yet been shipped, please contact us as soon as possible. Once an order has been shipped, we may not be able to cancel it.
Q: Can I return an item?

We offer a Standard Return Service. Please contact us within 14 days of delivery before sending any item back. Returns sent without prior approval may not be accepted.
Q: What is Premium Return Service / 30-Day No-Reason Return Service?

Premium Return Service is an optional paid add-on service. Customers may purchase this service before checkout. Once purchased, it provides a 30-day no-reason return window. The returned item must remain unused and in the same condition as received, with all tags, accessories, and packaging included. The service fee may vary by item and will be shown in the cart or at checkout. The Premium Return Service fee is non-refundable once purchased.
Q: What if the item does not match the photos or description?

If the item you receive is significantly different from the product photos or description, please contact us within 14 days of delivery. After review, we will provide an appropriate solution. If the issue is confirmed to be Lux&Mo’s responsibility, such as a wrong item, a significant undisclosed defect, or a major discrepancy from the photos or description, we will cover the related return costs.
Q: Can I return an item because I changed my mind?

Returns for personal reasons may be accepted within 14 days of delivery. The item must be unused, in the same condition as received, and all tags and accessories must remain attached. For returns due to personal reasons, such as change of mind, preference, size concerns, or expectation differences, the buyer is responsible for return shipping, applicable duties and taxes related to the return, and a 10% restocking fee based on the item price.
Q: Are color differences, odor, or minor signs of use return reasons?

Because our items are pre-owned, each piece may have its own condition and character. We do our best to show the actual condition through product photos, descriptions, and condition notes. Slight color differences, natural aging, storage odor, minor scratches, or signs of use that do not affect normal use are generally not considered defects.If the item has a strong undisclosed odor, significant undisclosed damage, or a major discrepancy from the photos or description, please contact us promptly after delivery. We will review the case carefully. If you have any concerns before purchasing, we are happy to provide additional photos or videos upon request.
Q: What is the return process?

1. Contact us by email or Instagram with your order number.
2. We will review your request and provide return instructions if eligible.
3. Once LUX&MO receives and inspects the returned item, we will process the refund to the original payment method. The refund amount may be adjusted depending on the return reason, return shipping cost, applicable duties and taxes related to the return, restocking fee, or other related charges.

Authentication

Q: Are all Lux&Mo items authentic?

Yes. Lux&Mo is a Japan-based pre-owned luxury seller with a physical store in Japan. We operate under a Japanese Secondhand Goods Dealer License, and every item is inspected by our team before being listed.
Q: How does Lux&Mo authenticate items?

Our in-house authenticators carefully examine every item based on brand-specific details, including logos, serial numbers or date codes, hardware, stitching, leather, lining, zippers, engravings, accessories, and overall craftsmanship. We also evaluate each item’s provenance, condition, and sourcing history based on our extensive experience in the Japanese pre-owned luxury market. For selected items, we also provide third-party authentication through trusted platforms such as Legit, offering our customers an additional layer of confidence and peace of mind.
Q: Can I purchase a third-party authentication service before buying?

Yes. Customers may add a Legit third-party authentication service before purchase for USD 12 per authentication. We will submit the item information for authentication and share the result with the customer once available. This is a pre-purchase add-on service, and the authentication fee is generally non-refundable once submitted. Availability may vary depending on the brand or item.
Q: What if I have concerns about authenticity?

Please contact us with your order number and supporting details. We recommend using recognized third-party authentication services such as LegitGrails, Authenticate First, Entrupy, or Real Authentication where applicable.If the item is confirmed authentic, the authentication fee is the customer’s responsibility. If the item is confirmed not authentic by an accepted third-party authentication service, please submit the final authentication report to us. We will review the case carefully and provide an appropriate solution, including covering related costs and issuing a refund when applicable. Informal opinions, social media comments, screenshots, or non-final results are not accepted as proof of authenticity issues.
Q: Do you have a Japanese Secondhand Goods Dealer License?

Yes. Lux&Mo operates under a Japanese Secondhand Goods Dealer License and follows Japanese resale regulations.

Contact Us

Q: Can I ask questions before purchasing?

Yes. We encourage customers to contact us before purchasing if they need more information.
Q: Can you send more photos or videos?

Yes. We are happy to provide additional photos, close-up details, or short videos upon request.
Q: How can I contact Lux&Mo?

Customers can contact us via WhatsApp or the contact form on our website. To help us respond more efficiently, please include the
product name or SKU.