At Lux Lair Store, we believe the journey of a meticulously crafted piece from our atelier to your wardrobe should be as refined and seamless as the items themselves. Our policies are designed with the same attention to detail, clarity, and commitment to excellence that defines our entire collection.

Shipping Information

We are proud to serve a global clientele (serving all regions except Asia and certain remote areas). Every order is prepared with care, ensuring it reaches you in perfect condition.

Order Processing & Delivery Timelines

  • Order Processing: All orders are carefully handled and prepared within 1-2 business days before dispatch.
  • Shipping Methods & Estimated Delivery:
    • Standard Shipping: Shipped via DHL or FedEx.
      • Delivery within 10-15 business days after dispatch.
      • A flat shipping fee of $12.95 applies.
    • Free Shipping: Available on orders over $50, shipped via EMS.
      • Delivery within 15-25 business days after dispatch.

*Delivery times are estimates and may vary based on destination and customs processing. You will receive a tracking notification once your order is on its way.

Returns & Exchanges Policy

Your complete satisfaction is paramount. If an item does not meet your expectations, our structured process ensures a resolution that is both straightforward and secure.

Policy Overview

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unworn, unused, and in their original packaging with all tags and labels attached.
  • Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, or PayPal).

The Returns & Exchanges Process

  1. Initiate Your Request

    Within 15 days of delivery, please email our Customer Experience team at [email protected] with the subject line “Return/Exchange Request”. Please include:

    • Your order number.
    • Date of delivery.
    • Item name and SKU (if available).
    • Reason for return/exchange.
    • For exchanges, your preferred replacement item details.
    • Confirmation that the item is in original, unworn condition.
    Our team will respond within 1-2 business days.
  2. Await Authorization & Instructions

    Upon approval, you will receive a Return Merchandise Authorization (RMA) number and detailed shipping instructions. Please do not ship items without this RMA number.

  3. Ship Your Return

    Securely package the item(s) in their original packaging, clearly mark the RMA number on the outside, and ship to the provided address. We strongly recommend using a trackable and insured service. The customer is responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective item).

  4. Refund or Exchange Processing

    Once we receive and inspect the return:

    • For Refunds: A refund will be processed to your original payment method within 14 business days of our receipt. The timing of the credit appearing on your statement depends on your card issuer or PayPal.
    • For Exchanges: Your replacement item will be processed promptly using our standard shipping procedures, and a new tracking number will be sent to you.

Important Considerations

Non-Returnable Items

In alignment with our dedication to quality, craftsmanship, and hygiene—and considering the personal nature of certain curated pieces—the following items are final sale and cannot be returned or exchanged:

  • Jewelry & Bracelets (due to intimate nature and hygiene considerations).
  • Belts & Cummerbunds (once sized or altered).
  • Hats & Handkerchiefs (for personal hygiene reasons).
  • Any item not in its original condition (worn, used, damaged, or missing tags/packaging).

We advise careful consideration of size, fit, and style when selecting these pieces.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected]. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

International Returns

For returns outside the United States, customers are responsible for any duties, taxes, or customs fees incurred on the returned shipment. Refunds are issued for the product cost only; original shipping charges are non-refundable.

For any questions regarding our Shipping or Returns & Exchanges policy, our dedicated team is here to assist.

Lux Lair Store
Attn: Returns Department
1070 Green Avenue, Oakland, CA 94609, United States
Email: [email protected]

Thank you for your trust in Lux Lair Store. We are committed to ensuring every aspect of your experience reflects the timeless quality and integrity inherent in every piece we offer.