Shipping and Returns

1. Size Assistance & Eligibility for Return/Exchange

 

 

• Fit matters. We gladly provide complimentary sizing assistance before you buy.

• Customer’s responsibility. If sizing assistance is not requested or followed, the purchase is considered final — no returns or exchanges will be accepted.

• Garments that have been worn, altered, washed, or are missing original tags/packaging are ineligible for return under any circumstance.

 

 

 

2. Order Modifications

 

 

• To protect inventory accuracy and ensure prompt dispatch, orders cannot be changed, combined, or canceled once they are submitted (items, sizes, addresses, discounts, payment methods, etc.). Please review your cart carefully before checkout.

 

 

 

3. Processing & Transit Times

 

 

• Processing time: Up to 5 business days (Mon–Fri, excluding U.S. holidays). This window begins the business day after your order is placed and does not include carrier transit time.

• Transit time: Depends on the shipping method you select at checkout and is in addition to processing.

 

 

 

4. Fraud Prevention & Address Verification

 

 

• We use advanced verification tools to match payment details with shipping data and may request additional documentation if needed.

• Orders with mismatched billing and shipping addresses will be automatically placed on hold and will not ship until verification is completed or the order is canceled at our discretion.

• Multiple failed verification attempts may result in permanent restriction from future purchases.

 

 

 

5. High-Volume & BOGO Sale Fulfillment

 

 

During BOGO events, flash sales, or other peak periods:

 

• If we must substitute an item of higher value, we cover the difference.

• All substitutions remain covered by the same return/exchange rules noted above (Section 1).

 

 

 

6. Returns, Exchanges & Store Credits

 

 

• Returns/exchanges (when eligible) must be requested within 3 days of delivery and shipped back within 7 days of approval.

• Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the return is due to our error.

• Approved returns are issued as store credit only; no cash refunds.

 

 

 

7. Lost, Damaged, or Misdelivered Packages

 

 

• We insure every shipment. Claims for loss or damage must be filed within 48 hours of carrier delivery scan so we can initiate a carrier investigation. It is customer responsibility to ensure you notify us by email within 48 hours of receipt there is an issue. 

• Packages marked “delivered” by the carrier but not received are the customer’s responsibility to follow up with the carrier and local authorities.

 

 

 

8. Contact Us

 

Questions? Need size help? Reach us before ordering at hello@luxeheal.com or via the chat widget on our site (Mon–Fri, 10 a.m.–4 p.m. EST) We’re here to make sure you get the perfect fit the first time.