*SHIPPING TIMES ARE CURRENTLY DELAYED DUE TO COVID-19*
*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)
Shipping times have become delayed due to Covid-19. Please allow up to14 business (or possibly LONGER) for your orders to become fulfilled (this does not include tracking updates). We have had extremely high volume and only one person packaging orders at time during Covid-19. USPS has been severely impacted as well which means orders are not shipping out or being scanned as fast a usual. There will be delays from USPS which means it will take longer for your tracking number to update. Please be patient with us during this time and know that we are working around the clock to get orders to you as fast as possible.
**PREORDER times are an ESTIMATE and they may be delayed as well during covid-19 due to the fact it is delaying production and shipments
We are following all covid-19 guidelines to keep everyone safe when ordering from our shop. We appreciate your support and patience during this time.
**EMAILS RESPONSES ARE CURRENTLY TAKING LONGER THAN USUAL DUE TO HIGH VOLUME DURING COVID-19*
Due to high volume and delays, we have had an extremely high volume of emails. Please allow 72 *business* hours to receive a response or possibly *LONGER*. 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- email@example.com
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.
Preorders BEGIN to ship out six weeks after payment.... (sometime quicker, sometimes longer... it is difficult to give an exact date during with Covid-19). This does not mean your order will ship exactly six weeks after payment since we have extremely high volume for preorders and only one person packaging them all during Covid-19. 5-6 weeks is an estimate on when we will begin that round of preorders. Preorders CANNOT be canceled once an order is placed since they are made to order.
Please remember Lux Rosa is an extremely small family owned company ran by just a husband and a wife and we also have three very small kids we take care of. 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, especially during this time. Thank you always and please stay safe.
Shipping & Processing Time
Please allow up to 14 business days (or LONGER during Covid-19) to process orders. 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.
***Please remember orders cannot be canceled once placed. Most items are made to order and they begin being made immediately after each order
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. 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 off 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 or stolen 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, we will reship right away once customer pays for shipping. It cannot be refunded.
*THERE ARE DELAYS DUE TO COVID-19*
There is a flat rate of $17.50 to ship any order outside of the United States. (Shipping is a flat rate of $14 anywhere in Canada).
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.)
All sales are final. We will however do a size exchange for clothing only (no footwear) which we honor honored up to 14 days from when the product was received. If we do not have the size in stock for the exchange, we will issue a store credit once the item is returned back to us. Customer must pay for all return shipping costs. No refunds are accepted. All sale items are final sale.
If you receive the wrong item or defective item, please contact us immediately upon receiving the item and we will fix the error right away.
Once an order is placed, it cannot be canceled
Preorders cannot be canceled as they are made to order
No size exchange for slides/footwear
For any questions about size exchanges or shipping times please contact firstname.lastname@example.org | Mon – Fri (No DM please)
*Items we list on Instagram as 'one-offs' are backdrops that were tested for product shots*
Any questions please contact- email@example.com