FAQ's and Help
Welcome to our FAQ, we are so happy to have you here and as a client. We have tried to answer the most common questions.
Discovery and Account Setup
How can I place an order?
How can I place an order?
To place an order, simply browse our product categories and select the items you wish to purchase. Add them to your cart, proceed to checkout, and complete your payment. If you are a new customer, you need to create an account first. You can do this by visiting our Create Account page. A registered account is mandatory for all purchases. After visiting the registration page, you will need to provide your email address, create a password, and confirm your account via the email link sent to you. For regular customers, an account can be set up without the need for authorization, allowing easy access to our skincare products. However, licensed professionals must upload a valid government-issued ID and a medical license to gain access to the full product range.
How can I reset my password to access my account?
How can I reset my password to access my account?
If you need to reset your password, you can do so by visiting the Password Recovery page. Enter your email address, and you will receive a link to reset your password. If you experience any difficulties accessing your account, please call our support hotline at 1-888-580-0508 (USA and Canada) and 44-117-200-1500 (UK) for immediate assistance.
Order Management
How can I cancel my order?
How can I cancel my order?
Order cancellation is permitted only prior to processing. If your order has not yet shipped, you may cancel it by contacting customer support at 1-888-580-0508 (USA and Canada) and 44-117-200-1500 (UK). Once an order has been dispatched, it cannot be canceled or refunded. For further inquiries regarding order status or cancellation policies, please consult our Refund Policy.
How can I track my order?
How can I track my order?
All shipments can be tracked using our Order Tracking service. After your order is shipped, you will receive a tracking number via email, which you can use to monitor your package's status in real-time.
Do you offer shipping insurance?
Do you offer shipping insurance?
Yes, we offer shipping insurance through ParcelPanel Package Protection. This service ensures your order is protected against loss, damage, or theft during transit. You can easily add this protection to your order at checkout. For more information on ParcelPanel Package Protection, please visit our package protection page.
How can I return my order?
How can I return my order?
Returns are only accepted for products that were shipped in improper condition or were damaged due to our fault. If you receive a product that does not meet these criteria, please contact our customer support for assistance.
Shipping Options
What shipping options are available?
What shipping options are available?
Filler Lux partners with reputable carriers to provide a variety of shipping methods, ensuring that you receive your order in a timely manner. The following options are available:
Standart: Delivery within takes 3-6 business days
Express: Delivery typically takes 1-2 business days
Overnight: Guaranteed overnight (next business day) delivery for urgent orders. Orders placed after 3 PM on Friday will be shipped on Monday.
International Shipping: All international shipments are handled exclusively by DHL. We ensure efficient delivery to various countries while adhering to international shipping regulations.
What are the shipping costs?
What are the shipping costs?
For orders over $35, we offer free standard shipping on products that do not require temperature control, with a guaranteed delivery timeframe of 3-7 business days.
Customer Support and Inquiries
How do I contact customer support?
How do I contact customer support?
Our customer support team is dedicated to assisting you with any inquiries or issues. You can reach us through the following channels:
-General Support: info@fillerlux-usa.com
-Billing & Payment Inquiries: payment@fillerlux-usa.com
-Wholesale Inquiries: wholesale@fillerlux-usa.com
-Phone Support: For immediate assistance, please call 1-888-580-0508 (USA and Canada) and 44-117-200-1500 (UK) during our business hours, Monday to Friday from 9 AM to 5 PM EST.
For a comprehensive list of contact options, please visit our Contact page.
Payment Options and Loyalty Program
What payment options do you accept?
What payment options do you accept?
We accept a variety of payment methods to make your shopping experience convenient:
- Credit/Debit Cards: Visa, Mastercard, American Express, JCB, Discover, Diners Club
- Installments: Flexible payment options are available through Afterpay, allowing you to pay for your order in four interest-free payments.
- Cash App and Venmo transfers.
- Cash on Delivery: Available for local customers.
Can I pay in installments?
Can I pay in installments?
Yes, we offer the option to pay in installments through Afterpay. This service allows you to split your total purchase into four equal, interest-free payments. The initial payment is due at the time of checkout, while the remaining three payments are automatically deducted from the payment method every two weeks. To use this option, simply select Afterpay at checkout. For more information, please click here.
Do you offer gift cards?
Do you offer gift cards?
Yes, Filler Lux provides gift cards available in various denominations. These gift cards are perfect for gifting premium beauty products and can be purchased directly from our Gift Card page. Recipients can redeem gift cards on our website for their desired products.
What is LuxCoin?
What is LuxCoin?
LuxCoin is our exclusive rewards program that enables customers to earn points for every dollar spent on purchases at Filler Lux. The program operates as follows:
-Earning LuxCoins: Customers earn 1 LuxCoin for every dollar spent, excluding taxes and shipping fees.
-Redeeming LuxCoins: Accumulated LuxCoins can be redeemed for discounts on future purchases. For example, 100 LuxCoins may equate to a $10 discount.
-Coin Levels: Customers begin at the Silver Coin level, progressing to Gold and Platinum levels based on their purchase history and engagement with the program.
-Challenges and Rewards: Customers are encouraged to complete various challenges, such as sharing their purchase on social media or referring friends, to earn additional LuxCoins and unlock exclusive rewards. Each level offers enhanced benefits, such as early access to sales, exclusive promotions, and higher redemption rates for LuxCoins.
To participate, customers can sign up for the LuxCoin program during account registration or at any time via their account settings. The program aims to reward loyalty while fostering a community of beauty enthusiasts. For more details, visit our LuxCoin Rewards page.
Promotion Terms and Conditions
Buy 1 — Get 1 Free
Buy 1 — Get 1 Free
Effective Date:
This promotion begins in July 2024, and will remain in effect until it is officially terminated by theorganizer.
Eligibility and Participation:
• The promotion applies exclusively to items listed in the Buy 1 — Get 1 Free collection on our website
(fillerx.com/collections/buy-1-get-1-free).
• To qualify, customers must add two or more eligible items to their cart. For every two items of the same kind, the second item will be discounted by 100% (free).
• If multiple eligible items are added to the cart, the discount will be applied to every second qualifying item with the lowest price.
Restrictions and Exclusions:
• This promotion cannot be applied retroactively to prior purchases.
• The offer is only valid for eligible products within the specified collection. Items outside this collection are not included.
• The promotion is subject to availability and may be modified, suspended, or terminated at any time without prior notice.
Additional Terms:
• This promotion may be combined with promo codes for free shipping, provided all applicable terms and conditions of the promo codes are met.
• The organizer reserves the right to refuse or cancel orders that violate these terms or are deemed fraudulent.
For inquiries or additional information, please contact us at info@fillerlux-usa.com.
Buy More — Save More
Buy More — Save More
Effective Date:
This promotion begins in July 2024, and will remain in effect until it is officially terminated by the organizer.
Eligibility and Participation:
• The promotion applies exclusively to specific products where a Buy More — Save More discount is explicitly stated on the product page at fillerx.com.
• Discounts are determined by the quantity of the product purchased, as outlined in the product description or pricing details.
• The discount will automatically apply at checkout based on the quantity of eligible products in the cart.
Restrictions and Exclusions:
• This promotion cannot be applied retroactively to prior purchases.
• The offer is only valid for products with a displayed Buy More — Save More discount. Products without such a designation are not eligible.
• Discounts are non-transferable and cannot be exchanged for cash or other benefits.
• The promotion is subject to availability and may be modified, suspended, or terminated at any time without prior notice.
Additional Terms:
• This promotion may be combined with promo codes for free shipping, provided all applicable terms and conditions of the promo codes are met.
• The organizer reserves the right to refuse or cancel orders that violate these terms or are deemed fraudulent.
For inquiries or additional information, please contact us at info@fillerlux-usa.com.
Gifts with Purchase
Gifts with Purchase
Effective Date:
This promotion begins in January 2025 and will remain in effect until officially terminated by the organizer.
Eligibility and Participation:
• The promotion applies exclusively to purchases that meet the specific conditions outlined for each gift.
• To qualify, customers must fulfill all conditions stated on the gift product’s page.
• Once all conditions are met, customers must manually select and add the gift to their cart on the product page.
• This promotion is available for online purchases only.
Instructions:
• After meeting all conditions, customers must manually add the gift to their cart before proceeding to checkout.t.
• The minimum purchase amount excludes the purchase of gift card(s), taxes, shipping, and gift wrap charges.
• Limit one gift per customer.
• Gifts are available while supplies last.
Restrictions and Exclusions:
• Conditions for eligibility may include, but are not limited to, minimum purchase amounts, product-specific purchases, or quantity requirements.
• The promotion cannot be applied retroactively to prior purchases.
• The offer is subject to availability and may be modified, suspended, or terminated at any time without prior notice.
Additional Terms:
• This promotion may not be combined with other promotional offers unless specifically stated.
• The organizer reserves the right to refuse or cancel orders that violate these terms or are deemed fraudulent.
For inquiries or additional information, please contact us at info@fillerlux-usa.com.
Mix & Match Saving
Mix & Match Saving
Effective Date:
This promotion started in March 2025 and will remain valid until officially terminated by the organizer.
Eligibility and Participation:
• This promotion applies only to online purchases from the Mix & Match collections.
• Customers must manually select products from the selected brand collection.
• To qualify for the discount, customers must select products either from the promotion page (featuring all participating items) or from the individual product pages that are part of this promotion.
• The promotion is available only for online purchases.
Discount Structure:
• Buy 2-3 products from the selected collection: 10% discount.
• Buy 4-6 products from the selected collection: 20% discount.
• Buy 7 or more products from the selected collection: 30% discount.
Instructions:
• Customers must manually choose the products they wish to purchase from the eligible collection and add them to their cart.
• Discounts are automatically applied based on the number of products selected in the cart.
• The promotion is only valid for products from the Mix & Match collection.
• The minimum purchase amount does not include gift card(s), taxes, shipping, or gift wrap charges.
• The promotion is available only online.
Restrictions and Exclusions:
• The promotion cannot be combined with other promotional offers unless explicitly stated.
• The offer is subject to availability and may be modified, suspended, or terminated at any time without prior notice.
• The promotion cannot be applied to previous purchases.
Additional Terms:
• The organizer reserves the right to refuse or cancel orders that violate these terms or are deemed fraudulent.
• Limitations may apply on specific products or collections.
• The promotion is valid only on eligible online purchases.
For inquiries or additional information, please contact us at info@fillerlux-usa.com.
Beauty Sets
Beauty Sets
Effective Date:
This promotion started in March 2025 and will remain valid until officially terminated by the organizer.
Eligibility and Participation:
• This promotion applies to online purchases of Beauty Sets only.
• Customers can choose from pre-selected sets or customizable sets with product options available within each set.
• To qualify for the discount, customers must select sets either from the promotion page (in the "Deals - Beauty Sets" section) or from the individual product pages that include the set bundle section.
• Discounts are only available when products are purchased as part of a bundle. If customers purchase the items separately, the discount will not apply.
• The promotion is valid only for online purchases.
Instructions:
• Customers must manually add the sets (bundles) to their cart either from the Deals - Beauty Sets section on the promotion page or from the individual product pages that include the eligible bundle section.
• The discount will be applied automatically when the full bundle is added to the cart.
• The promotion is only valid for bundles created through the designated bundle builder.
• The minimum purchase amount does not include gift card(s), taxes, shipping, or gift wrap charges.
Restrictions and Exclusions:
• The promotion cannot be combined with other promotional offers unless explicitly stated.
• The offer is subject to availability and may be modified, suspended, or terminated at any time without prior notice.
• The promotion cannot be applied to previous purchases.
• Customers must add products as part of the bundle. Separate purchases of individual products will not qualify for the discount.
Additional Terms:
• The organizer reserves the right to refuse or cancel orders that violate these terms or are deemed fraudulent.
• Limitations may apply on specific products or collections.
• The promotion is valid only on eligible online purchases of Beauty Sets.
For inquiries or additional information, please contact us at info@fillerlux-usa.com.
