Frequently Asked Questions

GENERAL


How can I contact LUXELLE?

LUXELLE customer service representatives are available Monday thru Sunday between 7:00 a.m. to 7:00 p.m. CST. You can reach us at 312-868-0018 option 1 or by email at customerserivce@theluxelle.com

How do I know if my order is complete?

After you complete your shopping experience you will see a confirmation page. You will also receive a confirmation email detailing the items purchased, estimated ship date and final cost.

How do I track my order?

Once your orders ships, we will send you an email that contains tracking information. Also, please allow 24-48 hours from order shipment for tracking information to appear on the USPS website. For further assistance please call us at 312-868-0018 option 1 or email us at customerservice@theluxell.com.

What forms of payment do you accept on theluxelle.com?

We accept the following credit cards:

  1. Visa
  2. MasterCard
  3. American Express
  4. Discover

We also accept debit cards with Visa or MasterCard logo.

How do I cancel or change my order?

Unfortunately, once your theluxelle.com order enters the shipping process, we are unable to cancel or make changes to your order. Our system is designed to process orders immediately. When you receive your order, check your packing slip for our return policy and for the return process. We will refund the purchase price of the return, minus any shipping or handling charges. You are welcome to call us at 312-868-0018 option 1 or email at customerserive@theluxelle.com for additional assistance.

Is my credit card information safe?

LUXELLE uses secure server software over a Secure Socket Layer (SSL) line to protect credit card information. All personal and credit card information is encrypted so that it cannot be read as it travels to an ordering system. Once it is received, it is stored in a location not accessible via the Internet.

How is tax calculated?

State laws require that we charge applicable sales tax on orders shipped to IL, where LUXELLE has a physical presence.

What do I do if my item(s) arrived damaged or defective?

LUXELLE stands behind the quality and craftsmanship of all of our products. If you believe your item is defective or has been damaged en route, please contact customer service representative at 312-868-0018 option 1 available Monday thru Sunday between 7:00 a.m. to 7:00 p.m. CST or via email at customerservice@theluxelle.com.

Can I have my order shipped to addresses outside the United States?

At this time, we only ship to the contiguous United States, Alaska and Hawaii.

SHIPPING & RETURNS


How much will shipping cost?

Shipping Rates and Estimated Arrival

Standard Ground FREE (Orders over $200) 2-8 business days
Standard Ground $10.00 (Orders under $200) 2-8 business days
3 Day $16.00 3 business days
2nd Day $23.00 2 business days
Next Day $32.00 Next Business Day (Orders placed before 12 pm CST)

Can I have my order shipped to addresses outside the United States?

At this time, we only ship to the contiguous United States, Alaska and Hawaii

What is the return policy?

We are happy to accept returns for merchandise purchased on theluxelle.com that has not been worn, washed, or altered, with tags still attached, accompanied by your receipt, packing slip or invoice, and in the original packaging (box, garment bag, etc.), within 14 days of purchase.

Please note that final sale items purchased on theluxelle.com are non-refundable.

All shipments include a prepaid USPS return shipping label. Returns are charged a flat rate of $10. The cost will be deducted from the refund amount.

Pack items(s) securely in the original product packaging and include all paperwork. Complete the return reason questionnaire on the packing slip and include it in the return package. Before sending your return shipment, please remove all extra labels from the outside of the package. Please note the tracking number for your records. Drop the package off at US Post Office. 

If you choose not to use the prepaid USPS return shipping label, you are welcome to use a postal carrier of your choosing and at your own cost. Please send the return package to the following address:

LUXELLE Return Fulfillment Center
999 N Main Street, Suite 206 
Glen Ellyn, IL 60137

LUXELLE recommends using a traceable carrier, insured for the full value of the return merchandise. We are not responsible for return packages lost en route. We cannot accept C.O.D. Keep the Return Tracking Number for your package to monitor the delivery status.

Please allow 2-3 weeks from the time you mail your return for it to be processed. We’ll send you an email confirmation once your return is complete.

How long will it take to receive a refund on a returned order?

Please allow 2-3 weeks from the time you mail your return for it to be processed. We’ll send you an email confirmation once your return is complete.

Price Adjustments

Due to the overall high demand for merchandise and availability issues, we do not allow for price adjustments.

Exchanges

If you wish to exchange your theluxelle.com purchase for a different item or size, please return your original merchandise via one of the methods outlined in our Return Policy and place a new order by calling us at 312-868-0018 option 1, Monday thru Sunday between 7:00 a.m. to 7:00 p.m. CST or via email at customerservice@theluxelle.com. You will receive a refund for the returned merchandise as soon as it is processed.

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