Policy/FAQ

All other questions: sales@lux-city.com

How long will it take to receive my order?

Shipping takes 5-7 business days to be delivered.

Please note: Orders with handmade items take an extra 1-5 business days to be made.

Can I cancel my order?

If you would like to request a cancellation for your order, please email sales@lux-city.com. Please note: Orders with handmade items are non-cancellable. 

What is the return and exchange policy?

We do not accept returns or exchanges for any of our products.

Do you ship worldwide?

No, we currently only ship in the US.

My package is lost / stolen. What do I do?

Please make sure you put the correct address on your order. We are not responsible for lost or stolen items. After your order leaves our premises, the liability is between you and the mailing services, USPS and UPS.

My package was returned due to failure to pick up / accept package / incorrect / invalid address. What do I do now?

We’re sorry to hear that, we strongly urge you to always double-check the address on your order during checkout to avoid this.

Once your package is returned to us, we will let you know and contact you via email. From there you can decide between two options:

Option #1 - Reshipment: If you would like to still receive your order, we will need the valid address from you for reshipment. Please know that there is a $5-8 reshipment fee.

Option #2 - Cancellation: If you would no longer like to receive your order, a refund will be issued to your account. Refunds can take anywhere from 5-7 business days to be received. If you do not see a refund after the 7 business days, you may need to contact your bank.

If we do not hear a response from you after 5 business days, we will automatically issue a refund to your account.

If you have any other questions, feel free to send us an email or send a DM to our instagram @luxcityofficial.