Store policies

Last updated: November 2026

Shipping Policy

Processing

Orders are processed within 1–3 business days (Monday–Friday, excluding public holidays). You will receive a confirmation email when your order is placed and a shipping email with tracking details once dispatched.

Delivery times

• United States & Canada: 7–15 business days
• United Kingdom & European Union: 7–15 business days
• Australia & New Zealand: 8–18 business days

Delivery times are estimates and may vary due to customs clearance, carrier delays or peak seasons.

Shipping costs

Shipping costs, if any, are calculated and displayed at checkout before payment.

Customs, duties & taxes

International orders may be subject to import duties or taxes in the destination country. Where these are not collected at checkout, they are the responsibility of the recipient.

Lost or delayed parcels

If your tracking shows no movement for 10 business days, or your order has not arrived within 30 days of dispatch, contact us and we will investigate with the carrier and send a replacement or issue a refund.

Incorrect addresses

Please make sure your shipping address is correct. We are not responsible for orders delivered to an incorrect address provided by the customer, but we will help where we can.

Returns & Refunds Policy

30-day returns

You may return most items within 30 days of delivery. Items must be unused, in their original condition and packaging, with proof of purchase.

How to start a return

Email info@firstluxuryfzllc.com with your order number and reason for return. We will reply with return instructions and the return address. Items sent back without first contacting us cannot be accepted.

Damaged, defective or wrong items

If your item arrives damaged, defective or incorrect, contact us within 7 days of delivery with photos. We will send a replacement or issue a full refund, including shipping, at no cost to you.

Non-returnable items

For hygiene and safety reasons, personal care items, opened cosmetics, underwear and gift cards cannot be returned unless faulty.

Refunds

Once your return is received and inspected, we will notify you of approval. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping costs are non-refundable except where the return is due to our error.

Cancellations

Orders can be cancelled for a full refund at any time before dispatch.

Chargebacks

If you have a problem with an order, please contact us first. We resolve the great majority of issues quickly and directly.

Privacy Policy

First Luxury FZ-LLC ("we", "us") respects your privacy. This policy explains how we collect, use and protect your personal information.

Information we collect

• Contact details: name, email address, phone number and shipping/billing address
• Order details: products purchased, order value and order history
• Technical data: IP address, browser type and site usage collected through cookies

Payment card details are collected and processed directly by our payment providers; we do not store full card numbers.

How we use it

• To process, ship and support your orders
• To communicate with you about your order and respond to enquiries
• To prevent fraud and meet legal and tax obligations
• To send marketing emails, only where you have opted in; you can unsubscribe at any time

Sharing

We share information only with service providers needed to run our business: payment processors, shipping carriers, fulfilment partners, e-commerce platform and analytics providers. We do not sell your personal data.

Your rights

Depending on where you live (including under GDPR, UK GDPR and applicable US state laws) you may request access to, correction of, or deletion of your personal data, or object to certain processing. Contact us at info@firstluxuryfzllc.com.

Cookies

We use cookies to operate our store, remember your cart and understand site usage. You can control cookies through your browser settings.

Security & retention

We use industry-standard safeguards to protect your data and keep it only as long as necessary for the purposes above or as required by law.

Terms of Service

About us

This website and our online stores are operated by First Luxury FZ-LLC, a company licensed by the Ras Al Khaimah Economic Zone (RAKEZ), United Arab Emirates. By using our site or placing an order you agree to these terms.

Products & pricing

We make every effort to display products, colours and descriptions accurately. Prices are shown at checkout and may change without notice. We reserve the right to correct pricing errors and to cancel orders affected by them, with a full refund.

Orders

An order is accepted when we send a shipping confirmation. We may refuse or cancel an order where we suspect fraud, where stock is unavailable, or where information provided is inaccurate; in that case you will receive a full refund.

Payment

Payment is taken at the time of order through our third-party payment providers. You confirm you are authorised to use the payment method provided.

Liability

To the extent permitted by law, our liability for any claim relating to a product is limited to the amount you paid for that product. Nothing in these terms limits your statutory consumer rights.

Intellectual property

All content on this site, including text, logos and design, belongs to First Luxury FZ-LLC and may not be used without permission.

Governing law

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Ras Al Khaimah, without prejudice to mandatory consumer protection laws in your country of residence.

Contact

First Luxury FZ-LLC, Unit VUET1944, Compass Building, Al Hulaila Industrial Zone-FZ, Ras Al Khaimah, UAE · info@firstluxuryfzllc.com