F.A.Q.
FAQ’S
WHERE CAN I FIND MY TRACKING NUMBER?
When your items are shipped out, you should receive an automatic notification from the system via email providing you with a tracking number. We also offer SHOP Ap at checkout to follow your order tracking.
If you haven't received one or if the tracking number doesn't work, no worries. Contact us and we'll solve it!
INTERNATIONAL ORDERS: Some of our vendors use shipment methods that don't offer tracking numbers for their shipments out. Sorry! Shoot us a message and we'll figure it out for you if our vendors can offer us the tracking info. We offer protection on any orders that exceed the standard shipping times of 25-45 business days. Please contact us if you need support.
US ORDERS: If you need more detailed information, please shoot us an email info@theluxelavender.com
and we'll make sure you are taken care of.
DO YOU SHIP WORLDWIDE & HOW MUCH DOES SHIPPING COST?
We do ship worldwide - we offer FREE shipping for most items in our collections (exclusions may apply). Free shipping is saving you a ton, our prices are comparable with companies who charge additional shipping fees! Whoo Hoo!
WHAT ARE YOUR SHIPPING AND PROCESSING TIMES?
Shipping time with suppliers from the US is 10-14 days. Other suppliers sent to the United States can take up to 14-22 business days. International times vary and can take up to 25-45 business days depending on location and vendor. It will take a while sometimes :( but not usual. Don’t worry your item will get to you!! We guarantee or your money back!
IMPORTANT NOTICE Due to the significant increase in parcel volume related to COVID – 19, we are experiencing delays in our parcel network, thus the delivery time is extended to 35 days.
Orders can sometimes take up to 6 days to process after placing the order before shipping out. Sorry we do not usually ship on weekends.
WHAT SHIPPING CARRIERS DO YOU USE?
We ship internationally through established cargo routes - in your country the packages are delivered to you by your local postal carriers.
In the United States this will usually be our partners at USPS. Sometimes DHL.
In Australia this will usually be our partners at AUSPost.
In Germany this will usually be our partners at Deutschepost.
WHERE ARE MY ITEMS SHIPPING FROM AND WHY DOES IT TAKE SO LONG?
Our items are made by and shipped out directly by our various suppliers. It's how we're able to offer such a diverse collection of goods curated by our designers! Some are from the US and the UK...and many of our items in the collections are oriental in nature and are crafted by East Asian and Southeast Asian peoples and sent out through China which offers the best shipping ports to the United States.
Items in our featured artists and craftspeople sections are created directly by them and shipped out by them. These handmade and sustainable products are often created in places around South America, Asia and Europe so shipping times are still also quite long depending on your location!
Thank you for your patience in regards to our shipping times. We are aware that the slow shipping is a part of our customer experience but it is a sacrifice we are willing to make in order to offer a vast diversity of products from craftspeople all around the world.
Why do we offer items from East/South East Asia?
Sourcing apparel and accessories from Asia allows us to curate a wide variety and collection of items. This is very important for us so we can tailor our collections for seasonal trends in the way that only big and established retail corporations can. WE truly feel that design and sourcing is a true skill and that is how we can keep up with competitors.
At the heart of our business is working with small artists and craftspeople who don’t have the advantage of using mainstream marketing techniques. Our goal is to have their products seen! We can't wait to keep adding more from these quality vendors....please send us specific information of your products and where you source/manufacture if you are a creative that goes well with our aesthetic. WE Welcome artists from all over!
MY PACKAGE IS MISSING, WHAT SHOULD I DO?
If you have not received your order within the timeframe established for U.S. shipping please check with your local delivery system to ensure the package was not mistakenly placed nearby (at a neighbor's house for example).
In the case that the product is not delivered, just shoot us an email and we'll check on its status for you! info@theluxelavender.com
WHAT SHOULD I DO IF THE ITEM I BOUGHT BROKE?
All of our items have a 30 day warranty. Just send us an email with your receipt and a picture of the broken item with the original package it arrived in and we'll be happy to send you a new one!
HOW DO I RETURN SOMETHING?
We offer returns for product that is defective or damaged during shipping. Just let us know and we will provide an RMA # and return address and a replacement. We 100% refund, as long as there is good reason, it is no problem.
Please feel free to contact us about returns at info@theluxelavender.com
If you are unsatisfied with your order - please contact our support and we will do our best to help you out!
ONLY ONE OF MY ITEMS CAME IN THE PACKAGE?
The items in our collections can come from different suppliers and in some cases and will be shipped in separate packages at no additional cost to you. Please do not worry! Let us know if there is still something missing after waiting patiently a bit longer and we will look into it.
CHANGE BILLING ADDRESS? The billing address won't affect the shipment of your order. If you already paid but want to change it, you may cancel the current order and then repurchase.
WHY WAS I CHARGED A DIFFERENT AMOUNT ON MY CARD...? (I'M NOT FROM THE USA.)
All prices are in United States Dollars. The difference in the amount shown on your card is caused by the difference in the value of currencies. No worries, you're only charged for the correct price of the items listed in USD :)
CAN I STOP A RECENTLY PLACED ORDER?
To stop an order right after it's placed email info@theluxelavender.com as soon as possible and on the same day, within hours. We can't guarantee we'll be able to cancel the order. If it's already processing for shipment, you will need to request a return. Once your return is received, your refund will be processed.
We promise, if your package has been lost in shipping, we will send you another one for free. It may take up to 4-6 weeks for some orders to arrive, we're so sorry about the long waiting times! If you feel unsatisfied with the wait time, we will refund you 100% of your order when you are able to return the package when it arrives back to us.
Customer satisfaction is VERY important to us. We know how it feels to be a customer and we'll do everything in our power to make sure everything goes smoothly. Just send us a message and we'll figure it out!
Thank you so much for your business and patience and understanding with shipping!