FAQs
How can I contact Cibus Lux?
If you have any questions or need assistance, feel free to email us at sales@cibuslux.com. Our friendly customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes, we ship to most countries worldwide.
Where do you ship from?
We ship directly from our warehouse in Hong Kong.
Can I change or cancel my order?
We strive to process orders as quickly as possible. To ensure timely changes or cancellations, please contact us within 12 hours of placing your order. Unfortunately, requests received after this time cannot be accommodated. Once your order has shipped, it can be returned for a full refund.
What payment methods do you accept?
We accept all major credit cards, including VISA, Mastercard, and AMEX, as well as PayPal.
When will my order be processed?
We process orders Monday through Friday. Orders are typically processed within 1-3 business days and will be shipped the following day. Please note that we do not process orders on weekends or during holidays, so please allow extra time during busy periods like sales or holidays.
How long will it take to receive my order?
Due to high demand, please allow 7-14 business days for your order to arrive. We are committed to getting your items to you as quickly as possible.
What if I don't receive my order?
If you haven't received your order within 30 days after shipment, please contact us for a full refund.
Will I be charged customs or taxes?
The prices displayed on our website are tax-free in US Dollars. However, you may be liable for additional customs duties, taxes, or related fees depending on your country's regulations. These charges are determined by your local customs office and are the responsibility of the buyer. We are not responsible for delays caused by customs processing. For more information, please contact your local customs office.
How do I return an item?
To initiate a return, simply contact us at sales@cibuslux.com. We’ll guide you through the process.
What if the item(s) I received are defective, incorrect, or damaged?
We’re sorry for any issues with your order. If you’ve received incorrect, defective, or damaged items, please reach out to us as soon as possible. Include your order number, clear photos of the item(s), and any other relevant details. We’ll work quickly to resolve the situation.
When will I receive my refund?
Refunds will be issued to your original payment method. If you paid by credit or debit card, please allow 7-10 business days for the refund to be processed by your bank. If you haven’t received your refund by then, please contact your bank or credit card company for further details on when it will be posted to your account.
Do you offer size guides?
Yes! You can find our size guides on each product page. If you need any further assistance with sizing, feel free to contact us at sales@cibuslux.com.
How can I track my order?
Once your order has shipped, you’ll receive an email with your tracking number and a link to track your shipment.
Do you offer any discounts or promotions?
Sign up for our newsletter to be the first to know about upcoming promotions, sales, and exclusive discounts! You can also follow us on social media for special offers.
What are your customer service hours?
Our customer service team is available Monday through Friday, 9 AM to 5 PM. We strive to respond to all inquiries within 24 hours during business days.
Satisfaction Guarantee:
We are dedicated to ensuring you love your purchase. If for any reason you are not satisfied, please reach out to us within 30 days of receiving your order, and we’ll do our best to resolve the issue to your satisfaction.