Question 1

How do I place an order?

Accepted Answer

Browse our collections, add items to your cart, and proceed to checkout. Enter your shipping and payment details to complete your purchase. You’ll receive an order confirmation by email once the order is placed.

Question 2

What payment methods do you accept?

Accepted Answer

We accept major credit and debit cards, and other secure payment options shown at checkout. All payments are processed through our secure, PCI-compliant payment provider. We do not store your full card details.

Question 3

Can I modify or cancel my order after placing it?

Accepted Answer

If your order has not yet been shipped, contact us as soon as possible at the email on our Contact page. We’ll do our best to modify or cancel it. Once the order has been dispatched, we cannot guarantee changes.

Question 4

How long does shipping take?

Accepted Answer

Orders are processed within 1–3 business days. Domestic delivery typically takes 5–7 business days from dispatch; express options may be available. International delivery times vary by destination. You’ll receive tracking once your order ships.

Question 5

Do you ship internationally?

Accepted Answer

Yes, we ship to selected international destinations. Shipping costs and delivery times are calculated at checkout. You are responsible for any customs duties or import taxes in your country.

Question 6

How can I track my order?

Accepted Answer

Once your order has shipped, we’ll send you an email with a tracking number and a link to track your package. You can use this to see the status and estimated delivery date.

Question 7

What is your return policy?

Accepted Answer

You may return most full-price items within 30 days of delivery if they are unworn, unwashed, and in original condition with tags attached. Final sale items cannot be returned unless defective or we made an error. See our Returns & Refund Policy for full details.

Question 8

How do I start a return?

Accepted Answer

Contact us at returns@luxeloom.com with your order number and reason for return. We’ll send you a return authorization and instructions (including a prepaid label where applicable). Pack the item securely and ship it to the address we provide.

Question 9

When will I receive my refund?

Accepted Answer

Refunds are processed within 5–10 business days after we receive and inspect your return. The credit will be issued to your original payment method. Depending on your bank or card issuer, it may take additional time to appear on your statement.

Question 10

How do I care for my Luxe Loom pieces?

Accepted Answer

Care instructions are included with each product and on the product page. We recommend following the specific guidelines for each fabric (e.g. dry clean only, cold wash, lay flat to dry). Proper care helps maintain the quality and longevity of your pieces.

Question 11

Are your materials sustainable?

Accepted Answer

We are committed to sustainable and ethically sourced materials where possible. We use natural fibers, responsible sourcing, and traditional craftsmanship. You can read more about our philosophy and sustainability efforts on our site.

Question 12

How do I create an account?

Accepted Answer

Click “Register” in the navigation and enter your details to create an account. With an account you can save your shipping information, track orders, and manage your wishlist.

Question 13

How can I contact customer support?

Accepted Answer

You can reach us via the Contact Us page or by email at the address listed there. We aim to respond within 1–2 business days. For returns and shipping, use the relevant email (e.g. returns@luxeloom.com, shipping@luxeloom.com) for a faster response.