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HELP CENTRE

  • How to book accommodations or other experiences?

    1. Click category on the home page.

    2. Select your preferred accommodation. You can use Refine tool to help you find the accommodation suits your style.

    3. Review the accommodation product information page.

    4. Click on BOOK NOW.

    5. Log into your account or register as ONLYLUXE CLUB member.

    6. Follow the booking process and PLACE ORDER.

    What Happen After I Placed Order?

    1. You will receive an email confirming that we receive your order.

    2. We will review your order and contact you within 24 hours to confirm your order. In the case of your order can’t be arranged, we will cancel the order. You can check your order status by Log into MY ACCOUNT > My Orders

    3. You will receive an email confirming that your order is approved or canceled.

    4. Log into MY ACCOUNT > My Orders > find your order and press CONTINUE TO PAY. You need to pay your order within 7 days. Otherwise, your order will be canceled.

    5. You will be direct to Alipay or PayPal to complete your payment. If the payment process is interrupted, you can always Log into MY ACCOUNT > My Orders >find your order and press CONTINUE TO PAY to continue payment.

    6. You will receive an email confirming that your payment has successfully been processed. If you do not hear back within 48 hours, please contact us. 
  • How to purchase, use or delivery a Gift Card?

    How to Purchase A Gift Card

    1. Click Gift Card symble on the control panel of the Home Page or Click the word "Gift Card" on the Home Page, and then you can see a pop up window with Gift Card value options.

    2. Simply click on the value you would like to purchase.

    3. You can select our gift card templates or upload your own photos to make your gift card even more personally meaningful to your loved ones.

    How to Use A Gift Card

    Type your Gift Card code at checkout.

    How Gift Cards Delivered

    We offer two options:
    1) by email;
    2) by post (you can provide postal address at checkout and it incurs a flat rate postage).
  • how to redeem a coupon?

    1. Start shopping on ONLYLUXE CLUB website. Be sure the coupon is valid.
    2. Enter the redemption code at checkout.
  • Can I cancel my orders or bookings?

    Things don't always go to plan. We understand you may need to cancel your orders or bookings under certain circumstances. Please write to us if you need to cancel your orders or bookings. Please find the general cancellation policies as below. Please see specific Cancellation Policy for products or services in each product listing. Specific Cancellation Policy for each product or service shall prevail over the general Cancellation Policy as below.

    Cancelation Policy
    1. General
    We may cancel your order (paid or unpaid order) if products or services are not available for any reason. We will notify you if this is the case and process refund to you if you have paid your order.
    When paying with a combination of Onlyluxe Club rewards points and the other payment method (i.e. credit card, cash), your order cannot be cancelled for refund or re-credit your reward points.
    When you purchase products or services at discounted prices (not at full prices), your order cannot be cancelled.

    The following are general Cancellation Policy for bookings products or services.
    - Outside of 60 days monies will be refunded less a $100 admin fee
    - Within 60 days prior to arrival all monies will be forfeited
    - No refunds will be given in the event of non-arrival, any unused services or unused nights due to flight or weather disruption
    - We strongly recommend guests protect themselves with travel insurance

    Please Note:  Cancellations must be advised in email and will take effect from the date the property are received. Rates are subject to change without notice due to circumstances beyond our control.

    3. Cancellation Policy for All Transfer Bookings
    Transfers cancelled up to 7 days prior – no cancellation fee applies
    Transfers cancelled within 7 days of transfer – 100% cancellation fee applies

    4. Cancelation Policy for Purchase of Goods (Non-Faulty)
    You may cancel your order by contacting us. Your order cannot be canceled if it has been dispatched.

    5. Cancelation Policy for Purchase of Goods (Faulty)
    We can return your payment if the goods are manufacture faulty.

    6. Repair
    If you would like to repair products, please contact us for product specific agreements.