FAQs
What is your return policy, and how many days do I have to return an item?
We have a 7 day return window policy. The items must be in unworn in brand new condition.
How do I start a return or exchange, and do you provide a return shipping label?
You can start a return by shipping the items back to our facility
Address: Attention: Luxe by HDM PO BOX 4712 Cherry Hill NJ 08034
Returns are the responsibility of our customers. We do not provide return shipping labels unless the customer has received the wrong item or a damaged item.
Do you offer refunds or only store credit? How long does it take to process a return/refund?
We offer store credit only. Once customer returns items and provides a valid tracking number, we will process a store credit within 3 business days of the item being delivered and inspected
Example: If you return an item June 1st depending on the expected delivery for example 3-5 business days delivery plus additional days for inspection, you will receive your credit no later than June 10th
How much does return shipping cost, and who pays for it?
Return fees vary. We recommend using the less expensive carrier which would be UPS or USPS. Customers are responsible for returns unless they received the wrong item or a damaged item.
What should I do if I receive a damaged, faulty, or incorrect item?
Contact support@luxebyhdm.com via email with photos attached. We will respond within 48 hours and provide a return label via email and issue a replacement. The replacement shipping fee will be covered by us as well.
How long does shipping take, and do you ship internationally?
- For all items marked ready to Ship, shipping is between 3-7 business days
- For all items marked Pre Order shipping is up between 14-17 Business days
- For custom pieces, we will have the specific ship date windows listed next to the item name. These will include custom designed Luxury pieces, our Custom boots and items we specify that are exclusive to Luxe by HDM.
How can I track my order, and what do I do if it hasn’t arrived?
Once shipped, you will receive an automated email with the tracking number listed. You can click the link to track your package. Often times it may take up to 24 hours to see movement of your package. If your package has not arrived, we recommend contacting the carrier and provide them with the valid tracking number for assistance.
What payment methods do you accept, and do you offer buy now, pay later options?
All Major credit/debit cards are accepted. We also offer Afterpay, Shop pay and Sezzle which offers you the ability to break up your payments over time.
What is your size guide, and what size is the model wearing?
Our size guide can be provided next to each product. Model is a size 4. She is normally wearing a size Small. If an item runs small, her size she is wearing will be listed in the item description.
How can I contact customer service if I need help with my order?
If you need any help with your order please do NOT contact us via dm. We do not handle customer care inquiries via dm. Please email support@luxebyhdm.com for all inquiries.
