All customers will receive a download email immediately following purchase. If you did not receive a download email, please check your spam folder and the email address associated with your form of payment. You may also contact us at support@luxelens.com and we'll verify the email entered at time of purchase & resend your email. We do send any products via physical mail - all delivery is digital. 

Didn't Receive Your Download Link?

If your download email hasn't arrived, check these common reasons before reaching out:

• Used Apple Pay? Apple Pay often auto-fills the primary email linked to your Apple ID or utilizes Apple’s "Hide My Email" feature (which generates a randomized @privaterelay.appleid.com address). Check the email account associated with your Apple ID or check if forwarding is enabled.

• Used PayPal? Express checkout automatically pulls the email address attached to your PayPal account, which might differ from your everyday email. Be sure to check that specific inbox!

• Check Spam, Junk & Promotions: Automated emails containing links can occasionally get flagged. If you're using Gmail, check your Promotions tab; if you're on Outlook, check your Other tab. (If found in Spam, mark us as a safe sender for future updates!)

• Full Inbox: If your mailbox is at capacity, incoming messages will bounce back to us. Once you’ve cleared some space, let us know so we can re-send your files.

• Unfinished Checkout: A successful checkout will immediately redirect you to an order confirmation page with an instant "Access Your Digital Downloads" button. If you didn't reach that page, your order or cart may not have been fully processed.

• Typos Happens: It’s easy to mistype an address during quick checkouts. If you’ve checked all the above and still don't see your order, we can easily look up your purchase by your name or billing details to fix any typos.

Still can't find your order?

We’re happy to help! Reach out with your full name and order details (date or item purchased):

• Email: support@luxelens.com

• Social: DM us on Facebook or Instagram

Desktop

1. You can access your files as soon as you reach the order confirmation page. From here you will simply select "Access Digital Content" (This link can also be accessed via the confirmation email):

2. The download link will also be sent to your email address, immediately after your payment has processed: 

Mobile

1. You can access your files as soon as you reach the order confirmation page. From here you will simply select "Access Digital Content" (This link can also be accessed via the confirmation email): 

2. The download link will also be sent to your email address, immediately after your payment has processed: 

Mobile users note: We recommend copying and pasting your download link into Safari for iOS/iPad or Chrome from Android before attempting your download! 

You can also access your orders and download links via an account with Luxe. This account would need to be created with the email address associated with the order or payment method used at checkout. 

Once you have arrived at your downloads page, you'll want to be sure to verify your Software Version to ensure that you download the correct files! 

Once downloaded and installed, we highly recommend backing up your files to cloud or a physical external drive for perpetual use.