FAQ

Need help? Find answers to your most commonly asked questions below.  

Order

Thank you for choosing LUEXCO! Here is how you can place an order.

Step 1: Please register for a LUEXCO account.
Step 2: Choose the item size, color and click on the [add to bag] button.
Step 3: View BAG and check out with your desired payment method (i.e. debit/credit card, Shop Pay, Paypal, Amazon Pay. Google Pay, Meta Pay, Klarna, etc.

How To Order


Marketing & Communications

Step 1: To access Luexco Rewards, simply click on the "Luexco Rewards" button on the bottom right side of your screen (or viewing device). Select "log-in". Or, you can simply sign into your Luexco account by selecting "Register/Sign-in" at the top right side of your screen or viewing device to access Luexco Rewards.

Step 2: Select "Join". By doing so, you will be directed to create a Luexco account, which will grant you access to the Luexco Rewards Program.

Step 3: Sign-up by entering the required information (Name, email and account password and select "Sign-Up Now".

Step 4: You will then need to verify your account by selecting "activate your account" on the account verification email that we will send to the email address that you provided on the sign-up page. You will then be directed to your account home page. Now you are able to access the Luexco Rewards program to participate and earn points for attractive rewards you can use on your next purchase.

Please see the Luexco Rewards Terms and Conditions

Step 1: Click on "Register/Sign-In" at the top right side of your screen or viewing device.
    Step 2: Go To the "Sign-Up" section and select "SIGN UP NOW!". Simply enter your email address and click "SUBSCRIBE".

    Step 3: You will then receive a confirmation of subscription notification email. To activate your subscription simply Click on "Subscribe". You can unsubscribe at any time.

    Step 4: Fantastic! Now you're in the loop on exclusive offers, additional savings, and the latest arrivals. Simply close the window and continue shopping!

    By registering to our mailing list you are agreeing to our Privacy Policy. Please review our separately posted Privacy & Cookie Policy here.

      You are always welcome to request that we stop sending you marketing materials by electing to unsubscribe by means provided in the marketing materials or by contacting us through our website chat feature, or at: customer.support@luexco.com

      You can also go here to unsubscribe at any time. Simply click on Un-subscribe and you will be directed to a confirmation page, confirming your request. Please allow 24-48 hours for the change to take effect.


      Returns, Refunds & Exchanges
      If you are not satisfied with your purchase, you can request a return merchandise authorization (RMA) within (30) days of the items being delivered to you. Adherence to the postmark deadline is required or we will not be able to accept the return. Please see our full return and refund policy here.
      • Items marked as "Final Sale", "As-Is" and Clearance items,
      • Items that we provided to you of no cost (free or give-away items),
      • Sorry, we do not honor price adjustments. 
      The following items cannot be returned for health reasons: Swimsuits, Bikini, Bodysuits, lingerie, underwear, jewelry, beauty products, underwear, Event & Party Supplies, DIY Supplies, Pet Supplies, Accessories, or cosmetics if the hygiene seal has been broken.
      We do not offer Exchanges at this time. However, if it is within our ability we may present you with the option of exchange at our sole discretion, should you not be happy with your purchase or if it arrives to you damaged.
      We make every effort to ensure your products are shipped for your enjoyment as quickly as possible. Therefore, the time frame for canceling your order before it has been dispatched to our delivery agent is very short. As such, we cannot guarantee our ability to stop the product from shipping once the order has been placed and paid for. In this case, you would simply follow the return policy for the item.

      We will refund any money received from you to the same method of payment that you originally used to pay for your purchase for any items that arrive damaged or faulty. Please see our full return and refund policy here.

      How long will it take to process my refund?

      • Once the product has been received and inspected by our return facility, your refund will be reviewed and processed at that point. This process can take up to 7 business days.

      We strive to ensure an enjoyable shopping experience! If you are unsatisfied with your purchase, we request that you please contact us before leaving neutral or unfavorable feedback, so that we can attempt to remedy the issue.   

      We constantly strive to reduce unnecessary waste and the environmental impact of our business processes and supply chain by using recycled paper products (where possible) in our packaging and branding elements (hang tags, cards, etc.). 

      Please help us on our mission to help the planet by reducing global waste and environmental impact! Learn more here.

      Helping Our Planet

      Notify us by using our chat feature, or by emailing our Customer Support Team of your decision to make a return. The more details that you provide us regarding your request for a return, the better. This information not only helps us understand your problem in more detail but also helps us to correct issues going forward.

      We strive to ensure that the quality and integrity of our products and product details are aligned with the expectations of our customers. If the product or item that you purchased on our site did not meet your expectations for one reason or another, you can contact us to initiate a return by following the procedures below, by contacting the Luexco Customer Support Team by email, or through the live chat feature on the website home page.

      At a minimum, you will need to provide the following when requesting an RMA:

      1.) Proof of purchase and your reason for the return,
      2.) Your order#,
      3.) Name and address that the order was placed under,
      4.) Pictures of the product and/or packaging may also be required to validate the RMA.

      Return Grace Period

      Any items to be returned to our facility (upon being provided RMA#), must be post-marked for delivery to our warehouse no later than (7) days from the time that we issue an RMA to you!

      We are not responsible for refunding any returns that are not post-marked by the end of the (7) day grace period.

      Important! Do not send any products to the return address present on your original delivery packaging!

      When returning a product to us, you are responsible for:

      A.) The cost of return postage of the product to our facility and in selecting the most economical, reasonable, and trackable method of transport that is available to you when you return a product or item to our facility,

      B.) The care of the products while in your possession (from the time we have successfully delivered the items), and

      C.) The safe arrival of the return package to our facility, ensuring that the return confirmation is contained inside the return package with the RMA# clearly noted on the outside of the return package. Our return facility is located in the USA, so your cost to return the items will largely vary depending on your location.

      D.) Obtaining a copy of the return postage receipt and/or delivery confirmation from your carrier that includes a tracking number. You may be required to provide us with a copy of this information in order to approve your return (or refund) so please ensure the safekeeping of this information until your return and/or refund has been finalized. In the case of a damaged or faulty product return, this receipt will also be required for us to reimburse your portion of the return shipping costs, upon conclusion of our inspection of the faulty or damaged product return.

      E.) You can only send us the product(s) for which we have provided you a return authorization number (RMA)!

      F.) We will not be liable for any items that are sent to us by mistake.

      G.) Any items that you return to us will be sent at your own risk and cost and you will also be agreeing to the separately posted Terms and Conditions and Privacy Policy.

      H.) Luexco may limit returns if we believe a customer may be abusing the return policy.

      Reasonable Care: Products must be returned in their original condition. Luexco reserves the right to refuse returns of items that appear used, or have been worn, are not in good condition or are without tags. We may reduce any refund due to you to reflect any reduction in the value of the product due to how you have handled the product. We are not liable for any damage that may occur due to faulty packaging while it is in your possession and in transit to our facilities.

      All items eligible for return must be unworn, unwashed, undamaged, and with the original packaging and tags attached.

      Normal Wear and Tear/Negligence: We will not be liable for any flaw in the product that results from normal wear and tear, your failure to follow specific care instructions, willful damage, unusual storage, an accident, your negligence or the negligence of a third party, or any alterations or repairs that you or they have made. 

      Please see our full return and refund policy here.

      Once we receive the returned products, we will inspect and assess the products and let you know within a reasonable time frame of our determination.

      We will normally process the refund within 30 days from the day we have confirmed to you that you would be entitled to a defective product refund. This would also include the refund of reasonable delivery charges that you incurred by returning the item to our return facility. Therefore, you are responsible for choosing the most economical, reasonable, and trackable transport method that is available to you.

      If upon inspection, we determine that the goods are indeed faulty or damaged and that you are entitled to a full refund that would include your return shipping costs, please understand that we will only be entitled to refund no more than what we would be quoted for the most economical and trackable shipping method available in your region.

      We will not be responsible in any case to refund your portion of the return shipping costs without proof and receipt of postage. Therefore, it is important that you hang onto this information until the return process has been finalized and your return has been approved post-inspection, of which, you will be notified.

      Buyer's remorse and size-related returns will incur a 25% deduction from the total amount of the refund that will be issued in the form of a Luexco Gift Card.

        We do not offer Exchanges at this time. If it is within our ability we may present you with the option of exchange where available and at our sole discretion, should you not be happy with your purchase or if it arrives to you damaged.


        Payment, Delivery & Shipping
        We accept all major Credit Cards (Visa, Mastercard, American Express, Discover, Diners, etc.).

        We also accept : Shop Pay, Shop Pay Installments (Affirm), Amazon Pay, PayPal, Venmo, Apple Pay, Google Pay, and Meta Pay.

        Safe, Secure, and Encrypted!

        We use the latest encryption (SSL) technology to ensure your shopping experience is private and protected and that your transactions are secure and protected. Your credit card information will be encrypted to reduce the chance of unauthorized access. As soon as we receive your order, we pre-authorize your card to ensure there are enough funds to complete the transaction. If you chose a "pay later" service e.g. Shop Pay, Klarna, etc. (which is only available in some countries), your card will be charged at the time of shipment.  
        We use dependable transport methods! USPS, Air via DHL, UPS, FED EX. These vary based on the warehouse from which the product is being delivered. See the "Warehouses" Tab on our Payment & Shipping Policy page.

        Express Delivery: Please contact us at customer.support@luexco.com or through our chat feature to inquire about an express shipping quote for your cart (prior to checking out).

        Please note that we cannot guarantee this option will be available for orders delivered to your particular area, locale, or region but we are happy to see what we can do!

        Shipping options available at the time of check-out will vary based on product warehouse location). You can calculate your shipping cost (prior to payment) in your shopping bag, or at the time of check-out.

        Delivery Within the U.S.
        • Economy Shipping Within the USA (11-35 Business Days): FREE For A Limited Time!
        • Standard Shipping (7-19 Business Days): Reasonable Rate Based on Weight.

          Delivery Outside the U.S.
          • Economy Shipping (11-35 Business Days): Reasonable Rate Based on Weight.
          • Standard Shipping (7-19 Business Days): Reasonable Rate Based on Weight.
          If an order arrives to you faulty or damaged we will, at our discretion, either:

          a.) Deliver to you a replacement item that is identical to the one that was lost or damaged (subject to product availability and using the same shipping address and method) without incurring any additional shipping costs, and subject to the same terms and conditions as stated herein), or

          b.) Reimburse you for the purchase price and shipping costs paid at our discretion (notwithstanding your Right to Withdrawal if you are a resident of the UK or European Region ) see Right of Withdrawal in the Terms & Conditions here.)

          c.) Offer a discount to you to keep the item, provide or offer a repair of the item, or provide an exchange at our discretion to help to remedy the issue.

          d.) We will only reimburse the portion of return delivery costs that do not exceed the most economical and traceable shipping method that would be available through our carriers in your country or region.

          Note: Any claims arising from shortage, damage or missing pieces must be made to our Customer Support Team within fourteen (14) days after your receipt of the goods.

          Upon delivery, it is important when possible that you inspect the package for any damage, tampering, or missing pieces prior to accepting the goods. If you received a product from us that you believe arrived to you defective or appears to be missing items, please do not accept the package and contact the Luexco customer support team immediately at customer.support@luexco.com, or via our chat feature. Please provide your order number, a brief description of the issue, and any photos of the shipping label and product to provide evidence of the damage or missing items.
          You do not have to set-up an account to purchase through our guest checkout.
          Yes. Simply log into your account and you will be taken to the My Account section.

          Then click the Account Details link from the list. From there, select "View Addresses" to update your shipping information.

          Once you’ve made the required changes, click Submit.
          As long as you remember the e-mail address that you set up the account then you can reset your password here.

          Step 1: Select "Forgot Your Password".
          Step 2: Enter the email address used to set up your account and select "SUBMIT".
          Step 3: Please check your inbox for an email from us to reset your password. If you don't receive the email, please check your junk or spam folder.
          • We use the latest encryption (SSL) technology to ensure your shopping experience is private and protected and that your transactions are secure and protected. Your credit card information will be encrypted to reduce the chance of unauthorized access. As soon as we receive your order, we pre-authorize your card to ensure there are enough funds to complete the transaction. If you chose a "pay later" service e.g. Shop Pay, Klarna, etc. (which is only available in some countries), your card will be charged at the time of shipment.
          • When using your computer or device in a public place we recommend that you always log out and close the website browser for your own security. Please make sure that you keep all passwords private to ensure that you don't compromise your account in any way and do not ever share your password.
          • We advise that you should reset your Luexco account password every 3-6 months to safeguard your data. The Internet is not a completely secure environment. As a result, to assist us in ensuring the security of your account, we strongly advise that you use a secure method and create a complex password. We also strongly advise against using passwords that you have previously used on other websites or apps on our Services, as doing so increases your risk of falling victim to malicious cyber behavior. If you feel that the security of your account or personal data has been compromised, please contact our legal team at: legal@luexco.com or as otherwise described in section 23. “Contact Us” in our Privacy Policy.

          • PLEASE NOTE THAT LUEXCO DOES NOT RETAIN OR STORE CREDIT CARDS, DEBIT CARDS, OR OTHER CONFIDENTIAL PAYMENT INFORMATION. Instead, we store a unique security “token” assigned to your card details by your payment provider and the last 4 digits of your card).
          • WE WILL NEVER ASK YOU TO CONFIRM OR SUPPLY ANY ACCOUNT OR CREDIT CARD DETAILS VIA EMAIL OR TEXT MESSAGE. If you receive such an email or text message, please do not respond and notify our legal team immediately at: legal@luexco.com.
          Please click here to view our full privacy policy.

           

          Miscellaneous
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