Frequently asked questions
Everything you need to know about ordering from First Luxury. Can't find your answer? Contact us.
Who is First Luxury FZ-LLC?
First Luxury FZ-LLC is a free zone limited liability company holding E-Commerce and General Trading licences issued by the Ras Al Khaimah Economic Zone (RAKEZ) in the United Arab Emirates. We source quality consumer products from vetted manufacturers and sell them online to customers internationally.
Where are you located?
Our registered office is at Unit VUET1944, Compass Building, Al Hulaila Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates. Products ship directly from our supply and fulfilment partners to your address.
Which countries do you serve?
We currently deliver to the United States, Canada, the United Kingdom, countries of the European Union, Australia and New Zealand.
How long does processing take?
Orders are processed within 1–3 business days. You will receive an email confirmation once your order is placed and another with tracking details when it ships.
How long does delivery take?
Delivery typically takes 7–15 business days after dispatch, depending on destination and customs processing. Estimated times are shown at checkout.
Will I receive a tracking number?
Yes. Every order includes a tracking number, sent by email as soon as your parcel is dispatched.
Will I pay customs duties or taxes?
Depending on your country and order value, import duties or taxes may apply. Where they are not collected at checkout, they are the responsibility of the recipient. See our Shipping Policy for details.
Can I change or cancel my order?
You may cancel or change your order free of charge before it has been dispatched. Email us with your order number as soon as possible.
What is your return policy?
We accept returns within 30 days of delivery for items that are unused and in their original condition and packaging. Full details are in our Returns & Refunds Policy.
My item arrived damaged or incorrect. What do I do?
Contact us within 7 days of delivery with your order number and photos of the item. We will arrange a replacement or full refund at no cost to you.
How long do refunds take?
Approved refunds are issued to your original payment method within 5–10 business days. Your bank may take additional time to post the funds.
Which payment methods do you accept?
We accept major credit and debit cards and other methods shown at checkout. Payments are processed by secure third-party payment providers.
Is my payment information safe?
Yes. All payments are encrypted and handled by PCI-DSS compliant payment processors. We never see or store your full card details.
In which currency will I be charged?
Prices are displayed in the currency shown at checkout, usually USD. Your bank may apply its own conversion rate if your card uses a different currency.