Help Center

Shipping destinations:

• We ship both locally and worldwide.
  
  

Shipping times:

• International orders take 5-21 business days to be delivered to you and we ship within 2-4 business days, depending on your location and the location of craftsmen/craftswomen.
  
  
• Shipping time might vary depending on location, shipment method and other factors.
  
  

Do you provide tracking information ?

• Yes, wait 3 days after your order and ask us via email at info@theluxurydungeon.com.
  
  

Where do we ship from ?

• Our offices are located in Montreux, Switzerland. Our craftsmen/craftswomen are worlwide.
  

You can select your preferred payment method at checkout

• We accept secure payments for both local & international customers via Credit Cards & Debit Cards.
  Note that additional exchange fee may apply if your currency is other than US dollars.
  

Security

• Payments are certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. 
  
  
• We use HTTPS and HSTS for secure connections
  
  
• Encryption of sensitive data and communication 
  All card numbers are encrypted at rest with AES-256.
  

What can I do if a product gets damage ?

• We are sorry to hear that. Simply send us an image of the damaged item in question to the email address: info@theluxurydungeon.com.
  
  
  

I Still haven't received my order yet. What is taking so long ?

• We apologize for the delay. Sometimes international shipping can take longer than expected due to customs clearance. However, you can track your order and see where it is at any time. If you still feel that you need assistance in tracking your package or would like to inquire about your package, please contact us by email at: info@theluxurydungeon.com
  
  
  

Do you have a refund policy ?

• To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase. Note that CUSTOM items couldn't be returned.
  
  
• For returns, please email info@theluxurydungeon.com with the subject 'Returns' and include your order number, name and the reason for the return.
  
  
• Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
  
  
• Please note that customers are responsible for shipping costs of returned items.
  
  
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
  
  
• If the refund is approved, then it will be processed, and a credit will automatically be applied to customer's credit card or original payment method shortly after.
  
  
• For more information, please read more about our refund policy link https://www.theluxurydungeon.com/pages/refund-policy.

Simply add as many items as you wish to your shopping cart while browsing our store. 
Once you want to proceed with the order - do so by going to the cart and clicking "checkout". 
Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 2-4 business days.

Some items are missing from my order, what's going on ?

Our products are shipped separately according to your order. For example, if your order contains items from two different warehouses, there will be two deliveries. The rest of the order will most likely arrive shortly.

International taxes might be applied depending on your country's taxes policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

• The customs value is made up of:
• the price paid for the goods,
• the insurance cost,
• the shipping cost.