Support
We're here to help. Find answers below or reach out directly.
Have a question about an order, a prize, or your wallet balance? Send us an email and we'll get back to you within one business day.
appluxen@gmail.comFrequently Asked Questions
Is every box guaranteed to win something?
Yes. Every Luxen box is guaranteed to contain a prize. There are no empty boxes. Every pull resolves to one of six rarity tiers — Carbon, Sapphire, Emerald, Shield, Meteorite, or Crown — each containing a real luxury item.
What are the six box tiers?
- Copper — $75
- Iron — $150
- Steel — $300
- Titanium — $600
- Palladium — $1,200
- Platinum — $2,400
Higher tiers contain the same six rarity pools but with proportionally higher-value prizes at each level.
How does the sell-back option work?
If you win a Carbon or Sapphire tier item and prefer not to keep it, you can sell it back to Luxen for 90% of its retail value. The credit is added to your wallet instantly and can be used toward your next box.
How do I add funds to my wallet?
Open the Luxen app and tap "Add Funds" from the wallet screen. Payments are processed securely via Stripe. You can add funds in any amount and spend them across multiple boxes.
How do I claim a physical prize?
After opening a box, go to your Wins screen and tap "Claim" on the item you'd like to receive. You'll be prompted to enter a shipping address. Allow 5–10 business days for delivery.
Can I get a refund on a box purchase?
Because each box reveals a real prize immediately upon opening, box purchases are non-refundable once a pull has been made. Wallet funds that have not been spent on a box can be refunded by contacting support.
My prize hasn't arrived — what should I do?
If your prize hasn't arrived within 10 business days of claiming, please email us at appluxen@gmail.com with your order details and we'll track it down for you.
I lost my device. Can I recover my wallet?
Your wallet and purchase history are tied to a device ID. If you've lost access to your device, email us at appluxen@gmail.com with your previous device details and proof of purchase and we'll do our best to help restore your balance.
How do I delete my data?
To request deletion of all data associated with your device, email appluxen@gmail.com from the subject line "Data Deletion Request". We'll process your request within 30 days. See our Privacy Policy for more details.