Once you have ordered, an order confirmation will be sent automatically.
If you have not received an order confirmation, you must contact customer service so that we can ensure that your order has been processed correctly.
We charge no fees for all payment methods: Visa, Visa Electron and Mastercard
Use one of the three payment options offered by Klarna
If your order has not yet been shipped, it is possible to change or add products to your order. Call customer service and remember to have your order number ready. If you have received a delivery confirmation, it is unfortunately no longer possible to make changes to your order.
If you have not received delivery confirmation, you still have the option to cancel your order. Feel free to call our customer service and remember to have your order number ready.
If you haven't received a delivery confirmation yet, you can still cancel your order. Simply call our customer service and have your order number ready for reference.
However, if you have already received a delivery confirmation, cancelling the order directly is no longer possible.
In this situation, you'll need to receive or collect the package as scheduled and then proceed with a return. To initiate the return process, get in touch with our customer service, and they will guide you through the return procedure. Again, make sure to have your order number handy when contacting customer service.
We only withdraw the money when the order has been sent. That is, if your order has been canceled before you have received a delivery confirmation, the amount is only reserved and will be available in your account within 24 hours.
If you receive a package and an item is unfortunately missing, please send an email to firstname.lastname@example.org with a picture of your order form, as well as information about which item is missing. We will then resend the item as soon as possible.
If you receive a package and it has been damaged during delivery, send an email to email@example.com with a photo of your order slip, as well as a photo of the package and the product that is damaged. We will then resend a new item as soon as possible.
Delivery and Shipping
We ship to most parts of Europe with GLS, which usually delivers within 1-4 working days.
Shipping in Europe is split up into two Zones. Find out which Zone your country is in here.
- Shipping with GLS to delivery point in Zone 1 costs EUR 6.
- Shipping with GLS to home delivery in Zone 1 costs EUR 10.
Free shipping to delivery point with GLS on orders over EUR 65.
Free shipping with home delivery with GLS on orders over EUR 65.
Free shipping with home delivery with GLS on orders over EUR 95.
- Shipping with GLS to delivery point in Zone 2 costs EUR 50.00.
- Shipping with GLS to home delivery in Zone 2 costs EUR 80.00.
Free shipping with GLS on orders over EUR 250.
When your order is shipped from our warehouse, you will receive a delivery confirmation with a tracking number on your order.
Usually, you will receive your order within 96 hours.
If you order before 3 pm, we will send your goods the same day. If you order after 3 pm on a weekday, you can count on the item being sent the next day and you will have your package after 1-4 days.
If you order on a Saturday, Sunday or public holiday, your order will generally be dispatched on Monday or the next working day, and will be available 1 to 4 working days later.
Returns and Exchanges
Yes, you can always exchange your item for another size, color or product within 14 days.
If for any reason you regret your purchase, you can return your goods within 14 days. If you cancel your purchase, Petlux will, of course, refund the entire purchase.
It is important that you contact Petlux no later than 14 days after receiving the goods that you wish to exercise the right of cancellation.
You can do this by emailing firstname.lastname@example.org or calling + 45 71 71 65 71. Remember to have your order number ready.
It is therefore not enough to refuse to receive the package or to fail to pick up the package at the drop-off point or the package store.
Use our return portal and we will pay the return shipping - you only need to pay for the issuance of the return label yourself. When you use our return portal, Petlux pays the shipping when you return an item.
It is your responsibility to ensure that the item is securely wrapped and does not get lost on the way.
We therefore recommend that you send it as a package with Bring, so that you can always track it. You must also be aware that responsibility for the item is yours from the time you receive the package until Petlux has received it back. If the package breaks on the way back to Petlux, you are responsible.
Link to return portal:
If you regret the purchase, send the item to our warehouse:
We will refund your money as soon as we have received and checked your return. It usually takes 1-2 weeks from the time you send back your order until you get the money back in your account.
If you have been unfortunate enough to experience a faulty product, please contact us as soon as possible.
We can either send you a new product or give you your money back. Remember to have your order number ready.
You can easily register as a member of Club Petlux by going to petlux.eu and clicking "club petlux" and then "Create account".
As a member of Club Petlux, you get points when you shop at Petlux.eu.
You can use your points to get a 5%, 10% or 15% discount*. In addition, you get special offers, tips, news in Petlux before everyone else and contests with the coolest prizes.