Frequently Asked Questions

How do I make a purchase?

Shopping at Doclab is easy:
Choose your Country
To add items to your cart, simply click on “Add to Cart” for the item you wish to purchase.
To remove an item, click on “Remove”, located below the total price for the specific item.
To change the quantity of items, change the number in the box under the “Quantity” column.
To review the items in your cart, simply click on the a�?Carta�� link, located at the top right of the page.
When you are ready to checkout:
If you have an applicable a�?Promo Codea��, enter it and click on a�?Applya��. The total price will be updated with the discount.
Once you are ready to place the order, click on a�?Secure Checkouta�� and your order summary will appear for your review.
Remember to fill in all necessary details and once you have reviewed your order, click on a�?Proceed to Purchasea�� then enter your preferred payment method.

You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email.

What and where is my order confirmation number?

The order confirmation number begins with a�?#a�� and can be retrieved:

  • In your confirmation email.
  • When you view your a�?Order Statusa�? under a�?My Accounta�?.

How long does it take to confirm my order?

Orders are confirmed once the payments have been processed.

Can I amend my order after it has been confirmed and paid for?

We know how exciting it is to receive orders on time, therefore we are unable to amend your order, as we process them immediately once payment is confirmed. However, if you would like to change your delivery option, you can do so if your order is marked “Processing”. To check the status of your order, login to “My Account” and click on “Order Status” or email our customer service team at

Why does my Order Status show that a�?payment is pendinga��? Should I re-create a new order?

Most payments are processed immediately, but bank and ATM transfers can take up to A�3-business days to process. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive your confirmation email within 3-business days, we advise that you contact us at and do not re-create your order to prevent duplication.

May I buy products directly at your warehouse?

The Luxola team is working hard to get your order packaged and ready to be shipped out. As such, we are unable to provide direct purchases at our warehouse.

*Please note that your orders will be cancelled and refunded if not collected within two weeks. Contact us at should you need a longer collection period.

Can I cancel my order?

Your order can still be cancelled if it has not been shipped. To check the status of your order, login to a�?My Accounta�? and click on a�?Order Statusa�? or email our customer service team at

I am having issues using the coupon code.

Please check if:

  • The coupon has expired
  • Coupon/Voucher Code is for one time use only
  • One Coupon/Voucher Code per order
  • The coupon may not be applicable for the item(s) in your cart (see Non-Sale Brands)
  • You have used a non-participating credit card for the coupon discount

I am facing problems ordering through my mobile device. is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging on to If you continue to face problems, please send a screenshot of the error to and we will assist you.

What do I do if I receive a faulty item or have concerns about my order?

Our warehouse and delivery team strive to get your order in one piece. At times, our delivery team encounters transportation issues that may affect shipment. Please contact us immediately at with your order number, details and an image of any faulty items received.

I have forgotten my Doclab login or password. What do I do?

If you have ordered with us before, search your email history to find the correct account email address. If you cana��t remember your password, click a�?Forgot your password?a�� and reset your password. If you still have issues, contact customer service and we will help you figure it out.

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