Frequently Asked Questions
Ordering
Can I change or cancel my order?
We begin preparing orders as quickly as possible to ensure timely delivery. If you need to make a change or request a cancellation, please contact us immediately. While we'll do our best to accommodate your request, we cannot guarantee changes once an order has been processed.
Shipping
How long does it take to process my order?
Orders are typically processed within 2 - 4 business days, excluding weekends and holidays.
How long will shipping take?
Delivery times vary depending on your location and the shipping method selected at checkout. Once your order has shipped, you'll receive a tracking number by email so you can monitor its progress.
Do you ship internationally?
No, not at this time. We look forward to serving our international customers in the near future.
Which shipping carriers do you use?
We primarily ship using trusted carriers such as UPS, Fedex and USPS within the USA. Carrier selection depends on your delivery address and the shipping method best suited for your order.
Returns & Exchanges
What is your return policy?
We accept returns for store credit only within 2 calendar days of delivery. Items must be unused, unworn, in their original condition, and returned with all original packaging, tags, and accessories.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrives damaged, defective, or we shipped the wrong item.
What if my item arrives damaged or defective?
Please contact us within 2 calendar days of delivery with your order number and clear photographs of the item and packaging. We'll work quickly to resolve the issue by providing a replacement, store credit, or refund if a replacement is unavailable.
Products
Will the colors look exactly like the photos?
We make every effort to display our products as accurately as possible. However, colors may appear slightly different depending on your monitor, mobile device, screen settings, and lighting conditions.
Are your products inspected before shipping?
Yes. Every order is carefully inspected before it is packaged and shipped to help ensure it arrives in excellent condition.
Are your products limited edition?
Some collections or colorways may be produced in limited quantities. Once an item sells out, it may not be restocked.
Gift Cards
Do you offer gift cards?
Yes. De'Luxe Luxury gift cards are available in multiple denominations and are delivered electronically. Gift cards do not expire and are non-refundable.
Payments
What payment methods do you accept?
We accept major credit and debit cards, as well as other secure payment methods available through Shopify at checkout.
Security
Is my payment information secure?
Yes. All payments are securely processed through Shopify's encrypted payment platform. De'Luxe Luxury does not store your credit card information.
After Delivery
My package shows delivered, but I can't find it. What should I do?
We recommend first checking around your property, with household members, neighbors, or your building's management office. If you still cannot locate your package, please contact the shipping carrier. We'll gladly assist you in filing a claim whenever possible.
Contact
How can I contact De'Luxe Luxury?
If you have any questions before or after placing your order, we'd love to hear from you. Please visit our Contact page or email us at care@thedeluxeluxury.com. We strive to respond to all inquiries as quickly as possible.