FAQ
Orders
How do I place an order? Browse our collections, select your size and color, and add the items to your cart. When you're ready, click the cart icon and follow the checkout steps. You'll receive an order confirmation email as soon as your purchase is complete.
I didn't receive an order confirmation email — what should I do? Confirmation emails usually arrive within a few minutes. If you don't see one, please check your spam or promotions folder first. Still nothing? Contact us at [support@luxelie.com] with the name and email used at checkout and we'll resend it.
Can I change or cancel my order? We process orders quickly, so there's only a short window to make changes. If you need to update your address, size, or cancel, email us at [support@luxelie.com] within [1–2 hours] of ordering and we'll do our best. Once an order has shipped, we're unable to change it, but you're welcome to return it under our returns policy.
How do I track my order? Once your order ships, we'll email you a tracking number and link. You can also track it anytime from your account under Orders.
Shipping & Delivery
Where do you ship? We currently ship to the United States, Canada, Germany, and the United Kingdom.
How long will my order take to arrive? Orders are processed within 1–2 business days. Estimated delivery times after dispatch:
Delivery times are estimates and may vary during sales, holidays, or due to carrier delays.
How much does shipping cost? Shipping is calculated at checkout based on your destination. We offer free shipping on all orders.
My tracking hasn't updated — is my order lost? Tracking can occasionally pause between scans, especially in transit between countries. If there's no movement for [7+ business days], contact us and we'll investigate with the carrier.
Returns & Exchanges
What is your return policy? We want you to love what you ordered. You may return unworn, unwashed items with original tags within 30 days of delivery for a refund or exchange.
How do I start a return? Email support@luxelie.com with your order number and the items you'd like to return. We'll send you instructions and, where applicable, a return label.
Who pays for return shipping? Customer is responsible for the return costs.
How long do refunds take? Once we receive and inspect your return, refunds are processed within [10 business days] to your original payment method. Your bank may take a few extra days to reflect the credit.
Can I exchange for a different size or color? Yes. Let us know the item you'd like instead when you start your return. Exchanges are subject to availability — if your preferred item is out of stock, we'll issue a refund.
Are sale items returnable? [Sale and final-sale items are not eligible for return or exchange unless faulty. / Sale items follow our standard return policy.]
What if my item arrives damaged or incorrect? We're sorry — that shouldn't happen. Email [support@luxelie.com] within [7 days] of delivery with your order number and photos, and we'll make it right with a replacement or refund.
Products & Sizing
How do I find my size? Each product page includes a detailed size guide. If you're between sizes or unsure, reach out and we'll help you choose.
How should I care for my items? Care instructions are listed on each product page and on the garment label. Following them keeps your pieces looking their best for longer.
An item I want is sold out — will it come back? Many of our pieces are restocked. [Sign up for restock alerts on the product page / Contact us] and we'll let you know when it's available again.
Payment
What payment methods do you accept? We accept major credit and debit cards (Visa, Mastercard, American Express) and [PayPal, Apple Pay, Google Pay, Shop Pay]. All available options are shown at checkout.
What currency will I be charged in? Prices are displayed and charged in [USD, CAD, EUR, and GBP] depending on your shipping destination.
Is my payment information secure? Yes. Our checkout is encrypted and processed through secure, PCI-compliant payment providers. We never store your full card details.
Do you accept discount codes? Yes — enter your code in the promo field at checkout and the discount will be applied. Only one code can be used per order unless stated otherwise.
Account & Support
Do I need an account to order? No, you can check out as a guest. Creating an account, though, makes it easier to track orders, save your details, and start returns.
How do I contact you? Email us at support@luxelie.com and we'll get back to you within 24 hours, Monday to Friday. We read every message and are happy to help with sizing, orders, returns, or anything else.