FAQDeliverySupport and contactImpressumConditionsPrivacy policy
Miscellaneous
Is the freshness of our products guaranteed ?
Yes, we respect the cold chains. We are daily supplied with fruits, vegetables, meat, fish, dairy products and other fresh products. All our products are stored in refrigerators. You will receive only the best quality, as in your usual supermarket.
Deliveries are performed with vans with refrigerated compartment.

If you ordered fresh products (milk products, meat & hellip, etc...) knowing that you will not be at home during a few hours for the reception of your order, you can opt for an isolation box against the payment of a deposit of 29 € + 1 € usage fees. Caution : the isolation box is not able to keep the deep frozen products fresh. A presence of the customer at home is absolutely necessary. The customer will return this isolation box to the driver on his next purchase. The advanced deposit will be credited to his online account at luxcaddy.lu and deducted from a future purchase (or repaid in accordance with him). If you return a damaged box, your deposit will not be reimbursed.

Please note that an isolation box is not required if you are at home for the delivery as all deliveries are made with refrigerated vans. Caution : coolboxes are only available when ordering fresh products.
What if I can not find my favorite product on the list ?
It is clear that we are not able to satisfy all customer requests since we have a limited list of products. But if you do not find your favorite product or if you want to buy a product that does not figure on our list, we ask you to send an email to info@luxcaddy.lu specifying the product and the number that you want. We will try to satisfy your request together with our suppliers.
Order as a company ?
We actually offer the following services to professional customers :
  • Payment by invoice (no need of a credit card).
  • Additional email address for your accounting.
  • Monthly invoices.
  • Automated recurrent orders (for instance 30 liter of milk every monday).
Please contact our helpdesk to have these services configured for your account.
Do you work with local producers or suppliers ?
Absolutely ! Click here to discover our partners.
Placing an order
How can I pay ?
Visa or MasterCard
We provide you with the Wirecard system, a secured payment system and certified system that protects against the risk of fraud and that guarantees the confidentiality of credit card numbers by cryptology procedures (www.wirecard.de)
Please note that your credit card will only be charged the day of the delivery, once all product weights are set and the final total of the order is fixed.
It is also possible to save your credit card data in your Luxcaddy account to simplify subsequent payments. Read the following article for more information on saving credit card data.

Digicash
Luxembourg payment system via mobile phone (www.digicash.lu).

Invoice/Bank-Transfer
To business customers we also offer the option to pay by invoice. Please contact our Helpdesk to apply for this option.
How is my credit card data saved ?
Saving your credit cards greatly improves your shopping experience on our site. No need to have your card available or to enter any more data, you can do your shopping in a few clicks only.

Please note that the data of your card is not saved by us, but on ultra-secured servers from the Wirecard Bank, which are regularly audited to ensure continuous security (PCI DSS certified).

In addition, your connection to our website is completely secured and encrypted. (SSL 128 bit). If you do not want your credit card data to be saved, you can easily avoid this by unchecking the save option below the payment button.
Is there a minimum order ?
Yes. Click here to get all the information about our deliveries.
Packaging and returnable containers/bags
Unused packagings will neither be delivered nor charged.
Deposits from returned packagings (if in good condition) will be credited to your Luxcaddy-account and will automatically be deducted from your next order.


The returnable Luxcaddy bag :

In terms of a clean environment and less plastic waste, we use the "Luxcaddy Bag" with a deposit. All orders are packed in Luxcaddy shopping bags, unless otherwise requested by the customer.
A security deposit of 1 €/bag will be charged to the customer when ordering. By returning these bags, the deposit of 1 €/bag will be credited to the customer Luxcaddy account.
A customer who does not want to get the re-usable shopping bags may at any time switch to disposable bags (50 cents/order).

The coolbox :

If you ordered fresh products (milk products, meat, etc...) knowing that you will not be at home for a few hours to receive your order, you can opt for an isolation box (coolbox) against the payment of a deposit of 29 € + 1 € usage fees. Caution : the coolbox is not able to keep the deep frozen products fresh, so a presence at your home is absolutely necessary.
The customer will return this coolbox to the driver on his next purchase. The advanced deposit will be credited to his online account at luxcaddy.lu and deducted from a future purchase (or repaid in accordance with him). If you return a damaged box, your deposit will not be reimbursed.

Please note that an isolation box is not required if you will be at home for the delivery as all deliveries are made by refrigerated vans.
Caution : coolboxes are only available when ordering fresh products.

The foldable PVC box :

PVC box specially designed for the care and optimal transport of fruit and vegetables. Easily foldable to a height of only 6 cm. Dimension : 60x40x20cm
We charge a deposit of 4.50 €/box. Upon return of the PVC box, the deposit will be reimboursed by a credit on the customer Luxcaddy account, for a next purchase.
I already made an order but I forgot something. Is it possible to add products to my order ?
Yes, it is possible to add products to an existing order (till 22h30 the day before the planned delivery). Here is how to do :
  1. Put only the products you want to add to your order into the cart (as you would do for a normal order)
  2. Go to checkout
  3. Simply select the option "Add to my existing order"
Can I order higher quantities than those accepted by the system ?
Yes of course, this is possible. In order to properly manage our inventory, we have voluntarily limited the number of orders per product. Should you wish to order a higher quantity of one type of product, we'll ask you to send a message to info@luxcaddy.lu specifying the product and the required quantity. The delivery time may be a little longer than usual. We will notify you by return email.
And if the weight of certain products, such as meat, does not match with the ordered weight ?
The weight for certain supplied products such as meat, fish, fruit and vegetables can vary and differ slightly from the initial weights of the ordered products.
It is not possible for us to guarantee a fixed weight. We reserve the right to supply products with a weight that may differ from those displayed on the website.
We always charge you only the final and exact weights that were delivered.
Delivery
What are the delivery times ?
Click here to get all the information about our deliveries.
What are the delivery costs ?
Delivery is 100% FREE, all over the country.
When do I have to order to receive my products the next day ?
It is imperative to send your order before 22h30 at the latest, if you wish to receive your delivery the next day.

Click here to get all the information about our deliveries.
Why are some delivery slots blocked ?
A delivery slot is blocked because the maximum quantity of possible deliveries is reached or because it is a holiday.

Click here to get all the information about our deliveries.
Site functions
How to create a shopping list ?
Our "shopping list" tool allows you to create your own product lists (according to a recipe for example).
To add a product to one of your lists or create a new one, simply use the "shopping lists" button of each product.

To manage your shopping lists or add all the products from a list to your ongoing cart, click here.

It is also possible to schedule an order reminder for a list (by email or SMS).
How to use my "discount code" ?
To profit from a discount or gift voucher (code), you simply need to enter the gift code on the last page (order confirmation) of the checkout process.
Each code can only be used once and has a limited validity. The validity is indicated for each code.
I have food allergies, what can I do ?
All contained allergens of a product are indicated on it's description page.
We also offer you a tool to filter the products based on their contained allergens. To activate those filters, simply use the button "product filter" located beneath the product search field (only available in the "shop" part of the site).

or
Click here to activate filters
What is the "MyShop" filter ?
The "MyShop" filter groups all the products that you ever purchased on our webshop. It is also possible to add or remove products from this list, using the "MyShop" checkbox on the product.

You need to be logged in to use this filter.

Click here to activate the filter.
How to use the sponsorship system ?
Invite your friends and families to use our services, become their sponsor, and receive great prizes. To do so, simply send your sponsor-code (which you can find on the "sponsorship" page in your account or here below if you are already on this page) to your friends and family and invite them to take advantage of our services.

When opening their personal account on luxcaddy.lu, they can enter your sponsor-code and get an immediate bonus of 5 € deductable from their first order. Once they have placed their first order, a bonus of 10 &euro will be awarded to your luxcaddy.lu account which will be deducted from your next order. In brief, you get a bonus of 10 € for each of your invited friends.