FREQUENTLY ASKED QUESTIONS

Lux Lovely™ is a curated multi-brand platform that brings together trusted partner brands alongside our own collections. We offer a cohesive, elevated selection of products across categories designed to integrate seamlessly into your lifestyle.

Not always. Orders may be fulfilled by:

• Lux Lovely™ directly
  
• Brand partners
  
• Select production providers

This allows us to offer a wider, curated range while maintaining our standard of quality.

We operate across multiple fulfillment sources, items within the same order may ship separately and arrive at different times.

This is completely normal and ensures each product is delivered as efficiently as possible.

If you need to make a change, contact us as soon as possible.

Once an order has entered processing, we are unable to make modifications or cancellations.

Orders are typically:

• Processed: 1–3 business days (up to 7 during high volume)
  
• Delivered: approximately 3–10 business days after shipping

Delivery times may vary depending on the product and fulfillment source.

We currently offer standard shipping options only.

Please note: expedited shipping (if offered at checkout in the future) does not reduce processing time.

At this time, we ship within the United States only.
We are actively working toward expanding international shipping.

Yes. Once your order ships, you will receive tracking details. Orders fulfilled by multiple sources may include multiple tracking numbers.

Delays can occur due to:

• Carrier issues
  
• Weather conditions
  
• High seasonal demand
  
• Incorrect shipping information

While we work closely with carriers, some delays are outside of our control.

If your order has not arrived within the expected timeframe, please first review your tracking information and confirm that the shipping address provided at checkout is correct.

If tracking shows that your package is still in transit, delayed, or experiencing a delivery exception, please contact us or the shipping carrier directly using the tracking number provided with your order.

Packages Marked as Delivered

If the carrier marks a package as delivered but you are unable to locate it, please first check all possible delivery locations, including your mailbox, parcel locker, porch, building mailroom, front desk, leasing or management office, and with members of your household or nearby neighbors who may have accepted the package.

If the package still cannot be located, the customer is responsible for contacting the carrier directly and requesting a delivery investigation, service request, or other available inquiry.

Lux Lovely does not independently initiate carrier investigations for packages that have been marked as delivered. The customer should retain any case number, written findings, delivery confirmation, or other documentation provided by the carrier.

If the carrier determines that the package was misdelivered, lost, delivered to an incorrect location, or otherwise not properly delivered, please send Lux Lovely the carrier's findings and supporting documentation for review.

A package being reported as missing AFTER the carrier has confirmed delivery does not automatically qualify for a refund or replacement.

Refunds or replacements are not issued solely on the basis that a customer is unable to locate a package marked as delivered.

Any request for a refund or replacement involving a delivered package will be reviewed based on the carrier's findings, available documentation, the circumstances of the shipment, and the terms of this policy.

If the carrier confirms that the package was properly delivered to the shipping address or designated delivery location provided with the order, Lux Lovely is not responsible for loss or theft occurring after successful delivery, except where otherwise required by applicable law.

If theft is suspected after confirmed delivery, the customer may be required to file a report with the applicable carrier, the U.S. Postal Inspection Service, and/or local law enforcement.


Carrier Claims

Customers are responsible for initiating the initial inquiry or investigation with the carrier.

If the carrier advises that a formal claim can only be submitted by the shipper, please provide Lux Lovely with the carrier case number, written findings, and any supporting documentation. Lux Lovely will then review the matter and determine whether additional action is appropriate.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout. Lux Lovely is not responsible for packages lost, delayed, returned, or misdelivered due to incorrect or incomplete shipping information supplied by the customer.

Lux Lovely reserves the right to decline refund or replacement requests where carrier records confirm successful delivery, required documentation has not been provided, or the circumstances fall outside the terms of the shipping policy, subject to applicable law.

We offer a 30-day return window from the date of delivery.

Items must be meet the return eligibility criteria and be:

• Unused and unworn
  
• In original condition
  
• With tags and labels intact

Approved returns are subject to a return shipping label fee of $6.95 and a restocking fee of 10%.

Visit:
https://account.luxlovely.com

Enter the email you used during checkout. You will be sent a verification code to that email. Enter the verification code to access your account and submit a return request.

If your order included items from different fulfillment sources, each item must be returned separately using its assigned label.

We do not accept returns for:

• Opened or used personal care products
  
• Supplements or ingestible items
  
• Perishable goods
  
• Custom or made-to-order items
  
• Final sale items

Once your return is received and approved:

• Refunds are issued to your original payment method
  
• Processing time depends on your bank or card provider

Please allow up to 14 days after refund and processing is complete for the transaction to be reflected by your bank or card provider.

We do not offer direct exchanges.

For the fastest experience:

1. Place a new order
   
2. Return the original item (if eligible)

Every product is selected based on:

• Quality and construction
  
• Functionality in real life
  
• Alignment with our brand standard
  

We prioritize consistency, usability, and long-term value.

We strive for accuracy, but slight variations may occur due to:

• Lighting
  
• Screen settings
  
• Production differences

Handmade and made-to-order items may vary slightly.

Yes. All of our products, including our fragrances and designer products are, 100% authentic. We work only with trusted brand partners and vetted suppliers who meet our quality and production standards.

If the item is eligible for a return please initiate a return for the item: https://account.luxlovely.com.

If the item is non-returnable, contact us within 24 hours of delivery.

Please Include:

• Order number
• Clear photos of the damage to the item
  
• Photos of any damages to packaging
  

We will review and resolve the issue promptly.

No. You can check out as a guest.

However, using your email allows you to:

• Track orders
  
• Manage returns
  
• Access your account easily

If you have purchased an item from us, the email you entered during checkout gives you access to your account. No password is needed.

You will be emailed a verification code. When prompted enter the verification code and you will gain access to manage your items.

Use the link: https://account.luxlovely.com

We accept all major payment methods available through Shopify’s secure checkout.

Yes. All transactions are processed through secure, encrypted systems. We do not store sensitive payment details directly.

We collect and use your information to:

• Process orders
  
• Provide customer support
  

Your information is handled in accordance with our Privacy Policy.

We may share information with:

• Payment processors
  
• Shipping and Service providers
  

Only as necessary to fulfill your order and operate our services.

By placing an order, you agree to our Terms of Service, including policies related to:

• Fulfillment
  
• Returns
  
• Product use
  
• Liability

For any questions or support, please contact us via the email.