For questions about your LUXA account, click here.

Account FAQ

For questions about LUXA Pro Accounts, click here.

Pro Accounts FAQ

Have questions about our revamped LUXA Loyalty Program? Click Here!

Revamped LUXA Loyalty Program FAQ

Don't see an answer to your question? Contact us here!

Lost Package Form

 Order Issue Form

Return Request Form

LUXAPOLISH

Account Help

Can I use your products with products from another brand?

How do I prevent chipping when using LUXA products?

Would you ever make a refill bottle for my favorite LUXA product?

Do you offer trial sizes of any products?

General Product Questions

What is the difference between Build and Build 2?

Which is right for me, Build in a Jar or Build in a Bottle?

Are Build products soak-off?

How do I prevent lifting when using Build?

How do I prevent bubbles from forming in the Build jar or bottle?

Are Build products best for strengthening, or for creating extensions?

How can I prevent heat spikes while curing Build?

Build and Build 2

How do I remove Matrix?

What alcohol percentage should I use with LUXA Matrix?

Can I use Matrix to fill an acrylic set? What about using Matrix to fill a gel or Build set?

Matrix

Enhancements

How long should I let Prime dry before moving on in the application process?

Prime

Why is my bottle of Shine Top Coat thick or separated?

Why does Shine sometimes leave a blue tint over gel color?

Why does Shine leave craters/holes or separate over my gel color?

Shine

Why should I use Flexi?

Can I use Flexi for structured manicures?

Do I need to use a primer like LUXA Prime before applying Flexi?

Flexi

What makes Gloss different from other top coats?

Gloss

Does Velveteen Matte stay matte?

How do I prevent Velveteen Matte from smearing the gel below?

Velveteen Matte

Essentials

How many services can I expect to get out of a bottle of gel polish?

Why is my pink gel polish discolored after curing?

Are your colors pure gels, or are they hybrid?

Why can’t I get my gel color to mix fully?

Help, my LUXA gel color is thick or stringy!

Why isn’t my gel curing fully? Why is it bubbling or wrinkling during curing?

How should I mix LUXA gel colors?

What is the shelf life for LUXA gel colors?

Do you have a list of all gel colors? I need help deciding.

General

Why is my Glow Up collection gel color so thick?

Why isn’t my gel from the Glow Up collection glowing?

Glow Up

Why does my Cat’s Eye gel color look different from the photos on the site?

Why does my Volume I Cat’s Eye gel color have such a soft effect?

Cat's Eye

Why is my Color Shift gel translucent?

Why isn’t my Color Shift gel shifting?

Color Shift

Can I buy gel colors as a collection set?

Does the Complete Collection come with painted swatch sticks?

Complete Collections and Sets

Gel Colors

What tool should I use to apply Chromes?

How do I prevent chipping with Chromes?

Why isn’t my jar of Chrome full?

Chromes

My flakes arrived in large pieces. What can I do?

Flakes

How do I create "sugar nails" using LUXA Micro Glitz or Flash Glitz?

Glitz

How do I apply/use LUXA Pigments?

Pigments

What makes the Gel Pods different from LUXA Gel Colors?

elp! My Gel Pod is displaying separation.

ow do I open my Gel Pod without wasting product?

Why does the fill level of the Gel Pods vary?

Gel Pods

Does Bloom Gel bloom all LUXA gels?

Bloom Gel

How do I stop the Transfer Foil Gel from yellowing?

Why won’t my Foils apply properly?

Foils and Transfer Foil Gel

Nail Art

Can I use multiple LUXA gift cards to pay for the same order?

Can I send a gift card to a different email?

Gift Cards

Where can I find the Ingredient List for your products?

Where are your products manufactured?

Do LUXA gel products contain HEMA?

Ingredients and Manufacturing

How can I fix bent or frayed bristles?

Can I use acetone on Luxa Brushes?

Are LUXA brushes synthetic or natural?

Brushes

Can I reuse Files and Buffers between customers?

Files and Buffers

Tools

Product Questions

Can I use two promo codes at the same time?

Can I use a gift card to pay for an order with a coupon code applied?

I forgot to enter my coupon code at checkout. Can you add it for me?

I forgot to apply an affiliate code!

Can I make any changes to my items once I have placed an order?

I entered the wrong address before placing my order. Can I update it?

If an item is out of stock, will you offer the sales price later?

Do you offer payment plans?

Do you accept PayPal for orders placed outside of the US?

Can I place orders over the phone?

Orders and Payment

Where can I review your return policy or submit a return request?

Can I return a product?

Can I exchange my product for a different one?

My product arrived damaged. Now what?

An item in my order is missing or incorrect.

An item that I received is defective.

I purchased my product through an official LUXA retailer. Can I return it to you?

Returns and Exchanges

Do I need to create an account to place an order?

How do I create an account?

I need to change the email address associated with my account.

I forgot or need to change my password.

I have two accounts – can I combine Loyalty points?

Where can I find my order history?

How will I know if I have Early Access to product releases?

Do I need a Pro Account in order to purchase from Luxapolish.com?

I'm currently in school to become licensed, can I apply for a Pro Account?

What are the benefits of a Pro Account?

Do you have sitewide pricing for Pros?

Do I need to create a new account to register as a Pro?

How do I apply for a Pro Account?

Is it free to join LUXA Loyalty?

How long will I stay in my LUXA Loyalty tier?

General and Tiers

Do my Loyalty points expire?

My referral code isn't working.

What happens if a referred friend returns or cancels an order placed with my referral link?

Where can I share my referral link?

What happens if I redeem a reward and then return that purchase? Do I get my reward/points back?

Why does it say some points are pending approval?

Do I need points to get to a higher Loyalty tier?

Loyalty Points

Where can I view your shipping policy?

How long will it take to get my order?

What shipping carriers do you use?

Do you ship internationally?

Why is shipping to my location so expensive?

What are customs duties, and am I responsible for paying them?

How can I find out the status of my order?

What do I do if I suspect my package is lost, or if it says it's been delivered when it hasn't?

Why was my order marked "Returned to Sender" by the carrier, and what can I do?

Shipping and Tracking

Warranties

Is my Lamp covered under a warranty?

Can I use my LUXA Dual Lamp when it is not plugged in?

How long will my Lamp last?

LUXA Dual Lamp V2

What is the difference between the standard Dust Collector and the Dust Collector Plus?