FREQUENTLY ASKED QUESTIONS (FAQs)

How do I make a purchase?
Making a purchase is easy. Simply select your items, along with size and colour, click ‘buy now’ and follow the straightforward prompts on screen. If you have any problems, please contact our orders department either by email at info@loxid.com or by telephone on +34 (0)688 864 863 Monday to Saturday 9am – Midnight GMT, Sunday 11am – Midnight GMT.

How do I contact customer care?
If you have any questions which are not currently answered on our website, please contact us at Customer Care either by email at info@loxid.com or by telephone on +34 (0)688 864 863 Monday to Saturday 9am – Midnight GMT, Sunday 11am – Midnight GMT.

Can I order by telephone?
It is possible to make an order by phone. Simply call a customer care representative on +34 (0)688 864 863 . After providing us with the details of the item you wish to purchase and your billing information, we will process your order.

How do I find a specific item?
If you know exactly what you are looking for, enter the Shop section of the website, where you will be given the option to search the shop by product category or designer. Once you have selected your desired category or designer, you can further filter the listings using the drop-down options within the title bar of the page. Throughout the site there is also a ‘Search’ function, which can be used to look for certain products using key words.

How do I know if an item is in stock?
Most items shown are in stock. If a product does not appear in a specific size in the ‘Size’ drop-down, this means the item is out of stock. Please be aware that even if the product is in your shopping bag it isn’t reserved and will therefore be available to other customers while you are browsing. Items which have not yet arrived in stock yet will be available for advance reservation, using the Wish List function. If an item is only available for Wish List reservation, this will be clearly marked on the product page.

What if an item is out of stock?
If an item you are interested in is out of stock, please email or telephone a customer care representative to inform us of your interest. You can contact us by email at info@loxid.com or call us during our office hours, Monday to Saturday 9am – Midnight, Sunday 11am – Midnight GMT +34 (0)688 864 863.

What payment methods does LOXID accept?
We accept American Express, Visa and Master Card.

Is it safe to use my credit card online at LOXID fashion?
Our site is as secure as we can make it. We use PayPoint.net to process payments, please click here to view their site and security measures.

How will I know if you have received my order?
After you place your order, you will receive an email from us acknowledging that your order has been received. This does not mean that we have accepted your order. If your item(s) has been sold out in our warehouse, we will try our utmost best to locate the item(s) from our LOXID.COM stores. Only after your credit card details have been approved, the delivery address has been verified and the item(s) located, will your order be accepted and the item(s) shipped. At which point you will receive a second email from us confirming your order. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.

Am I able to track my order?
Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on info@loxid.com and we will track the order on your behalf.

Is my personal information kept private?
Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details please read the LOXID.COM terms and conditions statement. In order to register as a user of LOXID.COM, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. If you do not wish to receive such emails, please send an email message to info@loxid.com. In order to process credit card orders online we require additional information including your billing address, shipping address, telephone number, credit card number and credit card expiration date. We will use your billing and credit card information to process your order and inform you of its delivery only. Please note that LOXID.COM does not keep any of your details on the LOXID.COM website, and therefore these details are protected from any breach of security on the LOXID.COM website. Navigational information is used only for internal purposes to enhance the customer shopping experience and site usability, and will not be shared with any outside parties.

In what packaging will my goods be delivered?
At LOXID.COM we believe that the service you receive through purchasing online should be just as indulgent as shopping in one of our stores, therefore the packaging you receive your goods in is a huge priority for us. Your items will arrive in a luxurious set of packaging featuring our distinct LOXID.COM.

Will LOXID have seasonal sales?
At LOXID.COM we hold seasonal sales all year round. You can be guided directly to the sale section by a category within the SHOP menu. Please note LOXID.COM cannot guarantee that its prices will be equal to offline stores when they go on sale. Also, due to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase late in the season.

Do I have to pay duty and import charges?
Please note that to assist Customers orders shipped to both the US, Australia, UAE, Saudi Arabia, Singapore, South Korea, Qatar and Kuwait are now shipped on a Delivery Duty Paid ( DDP ) basis. This means that all relevant import taxes and duties will be included in the product price displayed on the website (where the individual product or total order value is over the relevant country duty threshold). LOXID.COM will account to the relevant authorities for all duty payable.

Duty is clearly itemised in your shopping bag and through the checkout process. Customers can opt out of paying duty up front by ticking the ‘Pay duty/tax to carrier on delivery’ box on the shopping bag or in confirmation section of checkout.
If you opt out of paying duty upfront it will be your responsibility to pay any applicable charges on delivery.
Please note duty is applied as a flat rate percentage of total item value for all products. If you believe that you have been overcharged for duty please contact Customer Care on +34 (0)688 864 863.