Brand Overview: Luxe
Luxe (widely known online as Luxe Cosmetics) is a direct-to-consumer beauty and personal care brand known for its at-home cosmetic treatments and kits. The brand is operated by Luxe Cosmetics B.V., a company registered in the Netherlands, and was founded around 2022. It markets salon-alternative cosmetic kits directly to consumers internationally via its primary online platforms.
Contact Info
Customer Support Email: [email protected] (alternative: [email protected])
Phone Number: +49 17695833240
Industry and Operations
Luxe operates within the e-commerce personal care, beauty, and cosmetic enhancement industry. The company utilizes a direct-to-consumer (DTC) digital retail model supported heavily by social media marketing. Its primary offerings include:
- Lash and Brow Kits: At-home eyelash perm and lift kits, brow lamination kits, and tint sets.
- Growth Serums: Eyelash and eyebrow growth serums and nourishing care treatments.
- Cosmetics and Makeup: Color-matching liquid foundations, cleansers, and application tools.
- Nail and Hair Care: Dip powder nail sets and specialized hair serums.
User Sentiment
User sentiment regarding Luxe is largely critical and mixed across independent review platforms and consumer forums. While the brand advertises easy salon-grade results at home, many customers report significant friction regarding order processing, advertising accuracy, product usability, and after-purchase support.
- Missing Promotional Items: Many buyers report that orders placed during multi-item promotions (such as "Buy 1, Get 2 Free" or bundle offers) arrive with missing products or incomplete kits.
- Shipping Delays and Tracking Issues: Numerous consumers cite prolonged transit times, lack of timely shipping updates, and delays that far exceed the delivery timeframes stated at checkout.
- Unresponsive Customer Service: A frequent complaint involves slow response times or automated replies when attempting to reach support regarding order status, returns, or address corrections.
- Difficult Refund and Cancellation Process: Customers report difficulties receiving refunds or exercising the advertised 30-day money-back guarantee, citing strict return conditions that exclude opened or tried products.
- Product Quality and Usability Concerns: Several users express disappointment with product consistency, such as adhesive tubes arriving dried out or formulas causing mild skin or eye irritation.
Share Your Experience
If you have experienced issues with orders, shipping, or customer support from Luxe, you are not alone. Share your experience or file a complaint on Xolvie to let your voice be heard.