Frequently Asked Questions
Frequently Asked Questions
The questions we are asked most, grouped roughly in the order they come up. If yours is not here, write to support@arriveluxe.com.
About the products
Are the products new?
Yes. Everything sold by Arrive Luxe is brand new and still in its original packaging. We do not sell returned, refurbished or open-box stock, and we do not offer gift wrapping.
Will the travel bottles and pouches pass airport security?
The refillable bottles we stock are cabin sized, and the capacity is printed on every product page. Airport rules change, so check the stated capacity against the rule that applies to your flight before you fill anything.
What are the packing organizers made from?
Mostly ripstop nylon and polyester with mesh ventilation panels, with a few in coated fabric for damp items. Each listing names the material and gives the dimensions the maker supplies.
How do I look after an insulated tumbler or a glass bottle?
Hand wash the body in warm soapy water with a long-handled brush, then dry the lid and its seal separately so nothing stays damp inside the gasket. Where a piece is dishwasher safe, the description says so.
Do the bath and grooming pieces need drilling?
Many mount with adhesive backing, hook over a rail or the tub rim, or simply stand on the floor. The mounting method is stated in each description, so read it before you order if your walls are tiled or rented.
Delivery
Where do you ship?
To all 50 states of the United States. We do not ship internationally, and we cannot deliver to addresses outside the country.
What does delivery cost?
Nothing. Standard shipping is free on every order, with no minimum basket value. There is one service only; expedited and express delivery are not offered.
How long will I wait?
Orders are prepared within 0-1 business days and standard delivery then takes 2-3 business days. Weekends and public holidays are not business days.
How do I follow the parcel?
A tracking number is emailed to you as soon as the parcel is handed to the carrier. The first scan can take up to a day to appear, which is normal.
Paying
Which payment methods work here?
We accept Shop Pay, Shop Pay Installments (orders of $35 or more), Apple Pay, Google Pay, PayPal, Visa, Mastercard, American Express, Discover, Diners Club, Elo, JCB, and UnionPay. The list shown on the checkout page is the one that applies to your order.
Is the checkout safe?
It is SSL-encrypted and PCI-DSS compliant, and full card details are never stored on our servers.
Returns and refunds
Can I send something back because I changed my mind?
No. Returns are accepted only for a manufacturing defect, damage in transit, or a wrong item received, and the request must reach us within 30 days of delivery. Change of mind and personal preference are not covered, so ask us anything you are unsure about before ordering.
My parcel arrived damaged. What now?
Tell us within 72 hours of delivery and attach photos of the product, the outer box, the shipping label and the inner packaging. That set of photos is what the carrier claim needs.
How do I open a return?
Email support@arriveluxe.com with your order number and a description of the problem, plus photos where they apply. We review the request within 1-2 business days and send return instructions if it is approved. Approved returns cost you nothing to send back.
When do I get my money?
Once the item is back with us and inspected, the refund goes to the original payment method within 3-7 business days. Your bank may then take a little longer to show it on your statement.
Talking to us
How do I reach a person?
Email support@arriveluxe.com or call +1 (916) 494-3305 during Monday-Saturday, 9:00 AM - 6:00 PM PT. We answer within 1-2 business days, and quote your order number to make it faster.