Below are a few commonly asked questions from customers around the world. If you should need further clarification or if these answers don’t address your specific situation please do not hesitate to contact us directly by chat, email or phone. Our hours of operation are 9am-3pm PST Mon – Fri.
Where is The Lux Group based?
The Lux Group is located in Beverly Hills, California.
What is included in a The Lux Group Apple Watch order?
Included in your order is your brand new Apple Watch with its band (if described as such), a 1m Apple Watch Charger and a genuine retail box.
Will the gold flake or fade? What if the gold peels or fades?
Our plating is 5 microns thick which qualifies it to the F.T.C. standard of heavy gold plating. This is the thickest standard the F.T.C. has for gold plating. If it should ever flake, fade or peel it is covered under your The Lux Group 5 Year Warranty. If you are experiencing this please contact our Support Staff and Submit a Ticket.
Can I change the bands on my Watch?
Yes, you can change the bands. Before you change your band, place your Apple Watch face down over a clean surface like a lint-free, micro-fiber cloth or soft, padded mat. Hold down the band release button, then slide the band across to remove it. If the band doesn’t slide out, press the band release button again and make sure that you hold it down. Make sure the text on the band is facing you, then slide the new band in until you feel and hear a click.
My watch gets dirty. How can I clean it?
We strongly advise customers to not wipe the gold finish with any abrasive materials (t-shirts, cotton rags etc.) or caustic soap or other cleaners as it may damage the finish. To clean your gold watch, please ensure that you use a soft microfiber cloth and apply minimum pressure while wiping. If you scratch the finish we advise the use of liquid carnauba wax to polish the finish and diminish any scratches.
I bought one of your custom leather bands. How do I take care of them?
Leather may be irreparably damaged by:
- prolonged sun exposure, which may alter the color;
- alcohol (perfumes), oily products (lipstick), and ink (felt and ball point), which may leave permanent marks;
- water which may leave opaque traces and sometimes even blisters, which are very difficult to repair.
The best way to care for your leather band is to wipe it with a fluff-free soft cotton cloth and to store it away from light and heat when it is not being used.
If my watch is broken can I send it back for The Lux Group to repair it?
If your watch is broken or is experiencing problems please contact us . We can help you troubleshoot and setup a repair if needed. You will not be able to repair your watch directly with Apple as it is gold plated. The warranty and associated repairs for our watches are exclusively through The Lux Group. Our warranty and repair center is reachable only by our ticket system. Please check back often to see if a response has been posted, generally our support team will respond within 24hrs (on business days only M-F 9-3pm PST).
How does the Warranty work?
The watch comes with a 5-year warranty with The Lux Group: this includes a guarantee for any dulling, flaking, or fading of the gold plating. The Lux Group is the only company that guarantees nickel free plating. Warranty also covers any technical issues with the device for 1 year from date of purchase. Once you get your watch please register your product within 30 days. After you have entered all of the information on the registration form keep an eye out for a follow up email with your unique ID. This ID will be required if you need to Warranty your product with us, so please keep it in a safe place. If you would like to claim on your warranty please submit a ticket to do so. You will not be able to repair your watch directly with Apple as it is gold plated. The warranty is through The Lux Group.
Can I come to a store to see the products in person?
We are currently an online-only company and do not have a brick and mortar store. Our photos are the real product you receive and are taken in-house.
What is the difference between 18K and 24K?
24K is a slightly more pure gold than 18K and slightly more yellow in color.
Can I add AppleCare Plus to my watch?
Yes, you can add AppleCare Plus to your new watch; however, you can only add AppleCare Plus at time of purchase.
What does AppleCare Plus cover?
Apple Care Plus extends your 1 year manufacturer’s warranty to 2 years (3 years for Hermes) and includes two incidences of Accidental damage (cracked screen/water damage) with a deductible of $299 ($399 for the Hermes watch) per incident to replace. This must be warrantied through The Lux Group. Please submit a ticket if you need to claim on your warranty.
Do I need to pay for shipping?
The Lux Group products are shipped via your choice of shipping speed; all items ship from California, USA. For orders over $299 we include FedEx 2nd Day – 2 business days transit time for continental US orders. You may choose to upgrade to FedEx Priority Overnight – 1 business day transit time for continental US orders. International orders are shipped via FedEx International Priority for $199, 2-5 business days transit time to most international destinations (not including customs processing time). Tracking, insurance, and signature confirmation are included on all shipping methods. We reserve the right to use UPS or DHL.
How long is handling time once I place my order?
When you place your order before 1 pm for in-stock items we ship your order out the next business day (M-F). Orders placed on Friday after 12 pm will be shipped out the following Monday as long as it is not a postal holiday. Exceptions include Hermes watches/bands, Louis Vuitton watches/bands and custom bands.
If there is an issue with your payment or anything that will delay your order we will email and call you to notify you. Please make sure to return calls/emails ASAP to avoid delays in sending your order.
If you have any questions about when your order will ship please send us a message using the contact form or email firstname.lastname@example.org.
What if I receive a damaged package?
Please retain all packaging and contact us within 24hrs of signing for the package at 1-888-320-5975.
Can I exchange or return if I’m not satisfied with the product?
If a customer finds that the merchandise is wrong or damaged, the customer must contact our customer service department through our website to obtain a Return Merchandise Authorization (RMA) within 24hrs of online tracking showing the goods were signed for. The Customer Service Department will respond to its customers via e-mail and issue you a RMA number and specific instructions for how to return your merchandise. There is a 30% (of original purchase price) restocking fee for all returns. Return fees are restocking fee + any domestic shipping if needed. You will be refunded for the item only, not the shipping and minus the restocking fee, only if your item is eligible for a refund. Exchange fees are restocking fee + shipping if needed and International shipping costs back to the customers’ international address.
Please note, there are NO refunds on Hermes or Louis Vuitton watches and bands. All sales are Final.
My order got cancelled, what happened?
We understand that order cancellations can be frustrating. If you have never purchased with us online before and paid with a credit card, your order may have been cancelled due to this. We suggest placing another order and paying with PayPal to avoid another cancellation. Only customers that have placed an order in the last year (365 days) are allowed to place orders via credit card on our site. We also do not allow credit card payments if you are shipping to an address other than your billing. If you would like to ship to an alternate address please order and use PayPal to check out.
I’m not in the U.S., do I need to pay customs fees and how much is it?
The Lux Group pays import duties & taxes for many countries. Please send a message via our contact form or call us to confirm your country is eligible.