30 Day Return & Exchange Policy
We want you to be comfortable and happy with your purchase and be confident when shopping at Luxx Jewel, therefore we provide a 30 day Return and Exchange.
Return & Exchange Conditions
1.) Authorization will be required for item(s) to be returned or exchanged. Items will not be accepted without authorization.
Please send an email to support@luxxjewel.com with your full name, order number, item description and the reason for your return or exchange. Return or exchange requests for orders received and delivered after 30 days will be politely declined.
To obtain authorization , Please follow these instructions:
For Returns:
Send an email with the subject line “Order # “YourOrderNumber” Return Request” to Support@luxxjewel.com
Exchanges:
Take a photo of the problem – If the problem is size, be sure to measure correctly for the replacement. We cannot refund the order but may exchange it once for a replacement.
Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to Support@luxxjewel.com
Please include the following:
- The photo(s)
- A specific description of the issue
- The Order Number
- If there are multiple products in an order, identifying the product with the issue
Our support team will respond within 1 business day and Return Instruction will be provided.
2.)Return Time Frame: The time frame for return & exchange must not exceed 30 days from when the original order was received. All request after will not be accepted.
3.)Original Conditions: All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way. Original Packaging must be included.
4.) Shipping Methods with Tracking Required: When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
5.) Promotional Gifts: For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return. We will provide you with the correct return address in our instructions.
Once your return or exchange is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund or exchange. If you are approved, your refund will be processed right away and a credit will automatically be applied to your credit card (or original method of payment) within a few days- depending on your bank. If you would like to exchange, we will process the exchange. Please just allow the standard shipping time.
Please make sure to read our item descriptions carefully. Please bear in mind that photos may slightly differ from actual items in terms of color due to the lighting during photo shooting or the monitor's display. Also since most of our items are natural, especially for our pearls, the shapes and sizes may slightly differ as well since they are formed from nature.
Our Responsibility
- Faulty Product: If the product has a manufacturing defect.
- Wrong Item Sent: If we send you the wrong product, color or size.
If you believe an error has occurred due to a mistake on our part, first of all, please accept our sincerest apologies! Your satisfaction is of the highest importance to us! We are happy to replace or exchange any items that was a mistake on our part.
Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.
Your Responsibility
You must provide us with the correct shipping address.
If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase. You will not be refunded for items shipped to an address that you provided incorrectly.
Non-Refundable Items
- Final Sale items are not eligible for refund, exchange or resize.
- Items that have been worn, damaged or altered by customers are not refundable, and will be returned to the customer at their expense.
- Items that were worn, or sent to you as Replacement/Exchange are not refundable.
Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc. We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted. We may only exchange it according to our exchange policy.
Additional Information:
Returns will be processed within 5 days upon receiving your package. The approved refund will be issued to your original payment account or in the form of store credit as you requested.
Please Note:
* If you want the refund to be issued to your original payment account, please contact one of Luxx Jewel representatives to get an authorization or email us at Support@LuxxJewel.com
* The shipping rate before discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.
Luxx Jewel will reimburse customer $10 as the return shipping fee via store credit under the following circumstances.
- Customer received the wrong item.
- The item is broken or defective. (For broken or defective items, customers must contact Luxx Jewel within 48 hours of receiving their order.)
Luxx Jewel will charge a 35% restocking fee for the return or exchange of the below items.
- Returning multiple items (≥ 3 pieces) from the same order, you will be charged a 35% restocking fee for each item returned.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Support@LuxxJewel.com
