Shipping policy
Shipping and Returns
SHIPPING:
Please try to read the shipping time BEFORE you email since the influx of emails slows us down from actually packaging the orders and get them out to you as fast as possible. If your question is still not answered here, please feel free to email us.
SHIPPING & PROCESSING TIME:
NO CANCELLATIONS ONCE ORDER IS PLACED
SHIPPING TIMES-- SHIPPING TIMES ARE FOR ARE ESTIMATED TO BE 3-8 WEEKS FOR ALL ORDERS. Some items have a faster lead time. Shipping times may be slightly delayed...**Shipping times may be longer for orders placed during one of our drops*** Once an order is placed, it cannot be cancelled. No exceptions All items bought on sale are final sale.
During high volume (i.e. big drops, sales, holidays) allow LONGER shipping times than usual.
**Shipping times will be longer when purchased during big drops, sales, and high volume. Please allow time for the tracking number to update on the USPS website.
**Shipping times for PRESALE items will be longer. Presale items will have estimated production times in the descriptions of each product.
**Mystery Boxes ship within 25-30 BUSINESS days (these are custom made-to-order). Mystery Boxes CANNOT BE CANCELLED! We begin to make the items specifically for you right when order is placed. Mystery Boxes purchased on SALE will have a longer shipping time
**CUSTOM NAMEPLATE JEWELRY TAKES ABOUT 4-5 WEEKS TO PRODUCE. CUSTOM JEWELRY ORDERS CANNOT BE CANCELLED ONCE ORDER IS PLACED DUE TO THE FACT WE BEGIN PRODUCTION IMMEDIATELY.
***Please remember orders cannot be canceled once placed. Most items are made to order and they begin being made immediately after each order
** We are not offering expedited shipping at this time.
**Heels shipping times are estimates. There may be delays. No cancellations
** If you would like insurance on your package, please email us immediately after your order is placed
**WE DO NOT EXPEDITE BACKDROP ORDERS. THEY WILL SHIP WITHIN OUR SHIPPING TIMES STATED ABOVE**
**IF YOU ARE PURCHASING A BACKDROP FOR COMMERCIAL USE, PLEASE MAKE SURE YOU AGREE TO OUR 'TERMS & CONDITIONS' PRIOR TO PLACING YOUR ORDER
*WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES (Please email if you would like insurance to be added to your package. We will send an invoice for shipping insurance right away. We provide free shipping on all orders which included delivery confirmation but insurance is not included. We highly recommend adding insurance to your package if you are concerned about your package being lost in transit or stolen.)
**Mailing addresses cannot be changed once an order is placed. Please make sure your address is correct when placing your order
Please remember Lux Rosa is an extremely small family owned company ran by just a husband and a wife. We promise we give it our all every single day and night to get you your orders fast as we can. The support is so overwhelming and we are truly blessed to have your support. Thank you always.
EMAIL RESPONSE TIMES:
Due to high volume and delays, we have had an extremely high volume of emails. Please allow 72 *business* hours or longer during high volume to receive a response. We check emails Monday-Friday and we try to get to them as fast as possible. Please NO direct messages on social media for order inquiries. Email only. Our ONLY email is- SHOPLUXROSA@GMAIL.COM
Lux Rosa is NOT responsible for any lost of stolen packages once the package has been scanned and updated by USPS. We are not responsible for any shipping delays by USPS. We are not responsible for packages being lost in transit. We are not responsible for packages getting tampered with or damaged via USPS. If you believe your package was lost/stolen, please contact USPS right away with your tracking number. If you are concerned your package may be lost or stolen, please email us your order number immediately after ordering and we can give you the option to pay for package insurance. If you choose not to pay for insurance, please remember we are not responsible if your package is lost, stolen, or tampered with once it is scanned by USPS.
**We are not responsible for incorrect addresses provided by the customer. If a package gets shipped backed to us due to address being incorrect by the customer or a 'return to sender', we will reship right away once customer pays for shipping. It cannot be refunded (no exceptions). If a package is successfully delivered to an incorrect address provided by the customer, we are not responsible. If the package is disposed of by USPS due to an insufficient address provided, we are not responsible.
International Shipping:
*International shipping may experience some delays
$20.00 flat rate for orders in North America outside of the United States (Canada & Mexico)
$45.00 flat rate for orders outside of North America
*PLEASE REMEMBER...WE CANNOT CONTROL ANY INTERNATIONAL SHIPPING DELAYS*
International shipping may take anywhere from 6-8 weeks
No cancellations once order is placed, even if there are shipping delays that are out of our control
All applicable custom fees, taxes and duties are the sole responsibility of the customer. We are not responsible for packages held at customs. (For more information on customs and duties charges, please contact your local customs office.)
WE ARE NOT RESPONSIBLE FOR INTERNATIONAL PACKAGES THAT HAVE BEEN LOST IN TRANSIT (Please email if you would like insurance to be added to your package. We will send an invoice for shipping insurance right away. We highly recommend adding insurance to your package if you are concerned about your package being lost in transit or stolen in transit)
PRESALE ITEMS:
Please allow the time frame stated in the product description for presale items to be produced (on average production time is 5-7 weeks but there may be delays). Presale items cannot be cancelled once placed, no exceptions. Presale production times are an *estimate* and times may be slightly delayed. We do our best to get everything made as quickly as possible but delays can occur. If you order additional items with presale items, the order will ship once presale items are complete. *Note.. Presale time frames do not begin until *after* presale closes
**PRESALE HEELS ARE ABOUT 10 WEEKS OF PRODUCTION FROM THE DATE OF WHEN THE PRESALE CLOSES. HEELS PRODUCTION TIMES MAY BE SLIGHTLY LONGER DUE TO THE DIFFICULT PROCESS OF PRODUCING THE HEELS. HEELS PRODUCTION TIME IS AN *ESTIMATE*. PRESALE HEEL ORDERS CANNOT BE CANCELLED EVEN IF THERE ARE SLIGHT DELAYS.
**ALL PRESALES ARE FINAL SALE. PRESALES ARE MADE SPECIFICALLY FOR YOU AND WE DO NOT DO SIZE EXCHANGES OR RETURNS ON PRESALES. NO EXCEPTIONS