Policy / Frequently Asked Questions
What is the return and exchange policy?
We accept returns and exchanges only within 7 days of the delivery date. Items must be unworn, unwashed, and with all tags attached. Final sale items that are not eligible for returns/exchanges are: bodysuits/bathing suits, white items, and sale/clearance items.
To start your return, please email email@example.com with your order number and a description of the item(s) you want to return.
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.
How long will it take to receive my order?
Orders take 1-5 business days to be processed. Afterwards, shipping takes 3-5 business days.
My package was returned due to failure to pick up or accept package or 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:
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 reshipment fee.
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.
Do you ship worldwide?
No, we currently only ship in the US.
If you have any other questions, feel free to send us an email at firstname.lastname@example.org or send a DM to our instagram @luxcityofficial.