FAQ

Answers to the most commonly asked questions.

Have a question that is not in the FAQ? Email us at luxebox@loosebutton.com.

Luxe Box

Membership

Payment, Shipping & Deactivation

Gifting

First In Line

Luxe Box

What is Luxe Box? Back to Top
Luxe Box is an exciting membership service that delivers 4-5 deluxe beauty samples to you in a chic box every month. The samples range from skincare and makeup to fragrance, body, and haircare. This way, you get to try a variety of products and brands in the comfort of your home and discover the ones that are perfect for you.
Where is it available? Back to Top
Luxe Box is currently only available in Canada. To be notified when Luxe Box ships to your country, please click here .
What kind of brands can I expect in my box? Back to Top
You can expect to sample a wide variety of great brands in each month’s Luxe Box. For a sample of ones we have featured in the past, please click here . We are always working to include new brands, so if you haven't seen one of your favourite brands yet, stay tuned (or feel free to contact us with requests for brands that you'd like to see in the Luxe Box).
What makes your samples different from the ones I get for free? Back to Top
At a regular retail store, you are typically handed samples that last one or two uses, and sometimes you cannot get access to all the brands you may want to try. In comparison, Luxe Box allows you to try a variety of deluxe samples in the comfort of your home, so that you know exactly whether it is right for you before you purchase the full sized product. In addition, our beauty editors sift through hundreds of brands and products to curate a collection that they think you will truly enjoy every month.
How customized will the products be for my beauty needs? Back to Top
Our beauty editors typically pre-select the products in your Luxe Boxes based on current trends, popularity and availability. Every month, Luxe Box combinations differ every month based on the the wide assortment of products featured every month. Whenever possible, they will also customize individual products based on your beauty profile!
Do I get to choose the products in my box? Back to Top
One of the exciting parts of getting a Luxe Box is the surprise element every month. Our beauty editors typically pre-select the collection of products that are in your Luxe Box every month. From time to time, you can also reserve one product in your Luxe Box through our First in Line Program .
What if I have sensitivity to specific ingredients or types of products? Back to Top
If you are allergic to fragrances, contact us at luxebox@loosebutton.com and we’ll be happy to provide a fragrance-free Luxe Box for you. Unfortunately, we are not able to accommodate other allergies or concerns at the moment.
What if I don’t know what to do with my samples? Back to Top
Don’t worry, we’re here to help! Inside your Luxe Box, you will receive a product card that contains descriptions and tips for each of the products. If you have any specific questions, please reach out to us on Twitter or Facebook, or send us an email at luxebox@loosebutton.com.

Membership

How can I sign up? Back to Top
To get started, pick a membership plan and create an account for yourself. After you create an account, you will be able to enter your payment information and complete the checkout process.
Can I change my account information online? Back to Top
Yes! You can edit your email address, credit card and shipping address information by simply logging into your account and navigating to the Edit Profile section. Shipping address changes must be received before the first of the month for that month’s Luxe Box. Credit card changes will be applied when your membership renews.
When will I receive my first Luxe Box? Back to Top
f you sign up today, your first Luxe Box will ship next month. Every month, you will be notified via email of the exact shipment week for Luxe Boxes as it varies from month to month!
I have ordered my first box and loved it! Do I need to sign-up again for my next month’s box? Back to Top
We are so happy to hear that you loved your first Luxe Box! All membership plans are automatically renewed, so you never have to worry about signing up again!
Can I Put My Membership on Hold? Back to Top
If at any time you would like to put your membership on hold, you may do so by emailing luxebox@loosebutton.com. Memberships may be put on hold for up to 6 months at a time, and we would need to know by the first of the month to hold your Luxe Box for that month. You may also transfer your membership to a friend or family member if you’d prefer - just email us at luxebox@loosebutton.com and we will take care of it for you.
How can i give feedback on the products in my luxe box? Back to Top
After you receive your Luxe Box, we will reach out to you for feedback via email. If you want to talk to us anytime, email us at luxebox@loosebutton.com.
How do i refer my friends? Back to Top
Absolutely! Simply log into your account, click earn free Luxe Boxes, and share your personal invite link with your friends. If three of them sign up for Luxe Box, you will receive a free month!
What is the difference between the monthly, quarterly and yearly membership plans? Back to Top
When you sign up for the Monthly plan, you pay for one month at a time, and your membership is automatically renewed once a month. With the Quarterly plan, you only have to worry about payment every three months and your membership is automatically renewed once every three months. Finally, with the Yearly plan, your membership is renewed only once a year and you also receive 2 free Luxe Boxes. With the Quarterly and Annual membership plans, you also receive priority access to the First in Line program.

Payment, Shipping & Deactivation

How do i deactivate my membership? Back to Top
You can deactivate your membership by logging into your account , and clicking deactivate on the right hand side of the screen. When you deactivate your account, you will not receive any further charges, and you will receive an email indicating when you will receive your last Luxe Box. For more details, check out our Deactivation Policy
Are you shipping to countries other than Canada yet? Back to Top
Not yet, but we are working on it! If you’re interested in knowing when the Luxe Box will be available in your country, please leave us your contact information here and we’ll let you know as soon we expand.
Does my credit card get charged automatically every month? Back to Top
Your membership will automatically renew so you do not have to worry about whether you will receive your next Luxe Box. If you sign up for the Monthly membership plan, you will be charged automatically each month. If you sign up for the Quarterly membership plan, you will be charged automatically every three months. If you sign-up for the Yearly membership plan, you will be charged automatically every twelve months.
I love this product! do you sell it in full size? Back to Top
As a Luxe Box member, you are eligible to receive special promotions and offers for products you receive in your Luxe Box every month. We do not sell full-size products just yet, but are certainly happy to point you in the right direction!
What if i don’t like the products i receive? Back to Top
We do our best to provide you with products that you will enjoy. A great part of the Luxe Box service is trying out new products to find the ones that are best for you. We do not accept returns on the samples, but you can most certainly pass the samples onto someone else who you think would be interested.
What if a product is damaged or missing in my luxe box? Back to Top
Please let us know by emailing luxebox@loosebutton.com if you are missing products or if there is a damaged product in your Luxe Box. Please include a picture of your damaged product if applicable. Our Member Services team will be glad to help you!
What if my luxe box is missing? Back to Top
Luxe Boxes usually take between 2-5 (up to 7) business days to arrive from the moment they are shipped from our facilities. After this period, an email is normally sent out to confirm whether or not you have received your Luxe Box. Included within the email are instructions on what to do if you still haven’t received your Luxe Box. We will then launch an investigation with Canada Post on your behalf to determine the status of your shipment so that we can ensure that you do not miss out on your Luxe Box!

Gifting

When will the gift recipient receive their first box? Back to Top
The gift recipient will receive their first Luxe Box the first month after they redeem their gift code online. For example, if they redeem their gift code before in November, they will receive their first box in December.
Are gift memberships recurring? Back to Top
Unlike the regular Luxe Box memberships, gift memberships are not recurring. The gift giver will only be charged once, and Luxe Boxes will be sent to the gift recipient for the number of months in the gift.
What do I do if I already have a Luxe Box membership and I receive a gift membership? Back to Top
If you receive a gift membership while you are an active member, your account will be automatically credited for the value of your gift so that you receive complimentary Luxe Boxes for the duration of your gift.
What happens after my gift membership expires? Back to Top
If you wish to keep receiving Luxe Boxes, simply sign up for an account and choose the membership that is right for you. You should do this during the month you are receiving your last box so that you do not miss a month!
If I give a gift membership, do I get referral point? Back to Top
Currently, gift memberships do not count for referral points. A referral point is given when a friend signs up through your referral link on their own account. You can receive a referral point if the gift recipient extends their membership through your referral link.

First In Line

What is the first in line program? Back to Top
First in Line is an exciting program that lets you reserve one product in your upcoming Luxe Box based on a selection of available products. If you successfully reserve the product, you will receive it in your next Luxe Box. This program is completely optional! If you choose not to participate, you are simply opting out of the guarantee and may still receive a product that is featured in this program.
Is first in line available every month? Back to Top
The First in Line program is currently not available every month. When it becomes available, members are notified through an email notification a few days before launch!
When will I get access to the First in Line Program? Back to Top
You will receive an email informing you of the launch of the First in Line program for that month. Quarterly and annual members will have priority access to the First in Line program.
Why can I only request from a few brands? Back to Top
The First in Line Program is a limited edition program that is reserved for specific brand partners every month!
Can I request to receive multiple products? Back to Top
Each member can choose one product as part of the First in Line program. If you did not get to reserve a product, there’s still a chance that it may be in one of your Luxe Boxes in the future!
If I choose not to a request a product, does that mean it won't be in my box? Back to Top
By not requesting a product, you are simply opting out of the guarantee. Based on our product targeting, you still may receive one of the products even if you didn't participate in the program.
Why am i not able to participate in the first in line program? Back to Top
The First in Line Program is currently only available to regular Luxe Box members. Members with gift memberships need to sign up for a regular Luxe Box membership plan to be eligible for the First in Line program.
Have a question that is not in the FAQ? Email us at luxebox@loosebutton.com.