Everything you need to know about LUXE products, orders, and policies. Can't find what you're looking for? Reach out to our team.
LUXE is a premium lifestyle brand dedicated to elevating your everyday experience. We offer a carefully curated collection of artisan-crafted products — from aromatherapy diffusers and hand-poured candles to skincare sets and home décor. Every item is designed with obsessive attention to detail and sourced from sustainable materials.
Our products are designed in-house and handcrafted by independent artisans from around the world. We partner with workshops in Japan, Italy, Portugal, and Scandinavia — each chosen for their expertise in specific crafts. Every piece carries the signature of its maker and the story of its origin.
Currently, LUXE operates as an online-first brand with pop-up experiences in select cities including New York, London, Tokyo, and Paris. Follow our social channels to stay updated on upcoming pop-up events near you. We also have a flagship showroom in Brooklyn, NY available by appointment.
Our dedicated support team is available 24/7. You can reach us via live chat on our website, email at hello@luxe.com, or by phone at +1 (888) 555-LUXE. For general inquiries, you can also visit our contact page. We aim to respond to all inquiries within 2 hours.
Yes! Every LUXE order comes in our signature luxury packaging at no extra charge. For an elevated gifting experience, we offer premium gift wrapping with a handwritten note card for $8. Simply select the "Gift Wrap" option at checkout and enter your personalized message.
Standard shipping within the US takes 3–5 business days. Express shipping is available for 1–2 business day delivery. International orders typically arrive within 7–14 business days, depending on the destination. All orders are processed and dispatched within 24 hours.
Absolutely! We offer complimentary standard shipping on all orders over $50 within the US. International orders over $100 also qualify for free shipping. For orders under these thresholds, a flat-rate shipping fee applies — $5.95 domestic and $12.95 international.
We currently ship to over 35 countries across North America, Europe, Asia-Pacific, and select regions in South America and the Middle East. At checkout, if your country is listed in the shipping options, we can deliver to you. We're constantly expanding our reach to serve more customers globally.
Once your order ships, you'll receive a confirmation email with a tracking number and a direct link to track your package in real time. You can also check your order status anytime by logging into your LUXE account. Our tracking updates every 4–6 hours.
We offer a generous 30-day return policy on all unused items in their original packaging. If you're not completely satisfied, simply initiate a return through your account or contact our support team. We want you to love every LUXE product — if you don't, we'll make it right.
Simply log into your LUXE account, navigate to your order history, and select "Request Return" next to the item you'd like to return. You'll receive a prepaid return label via email. Once we receive and inspect the item, your refund will be processed within 3–5 business days. For exchanges, select the new item during the return process.
Yes, for all domestic returns within the US, we provide a complimentary prepaid return label. For international returns, a flat $9.95 fee is deducted from your refund to cover shipping costs. If the return is due to a defect or an error on our part, return shipping is always free regardless of location.
We're sorry to hear that! If your item arrives damaged, please contact our support team within 48 hours with photos of the damage. We'll immediately ship a replacement at no charge or issue a full refund — whichever you prefer. Your satisfaction is our top priority.
Absolutely. Sustainability and ethical sourcing are core to the LUXE mission. All our products are 100% cruelty-free and never tested on animals. We use eco-conscious materials — recycled packaging, organic cotton, sustainably harvested wood, and plant-based waxes. We're also certified B Corp and carbon neutral.
Each LUXE product comes with detailed care instructions included in the packaging. Generally, we recommend keeping items away from direct sunlight and extreme temperatures. For candles, trim the wick to ¼ inch before each burn. For diffusers, clean the water tank weekly. Visit our product pages for item-specific care guides.
Yes — all LUXE electronic products (such as diffusers and smart home accessories) come with a lifetime warranty against manufacturing defects. Non-electronic items carry a 2-year quality guarantee. If anything breaks under normal use, we'll replace it free of charge, no questions asked.
We love bringing personalized visions to life! Select products — including candles, frames, and gift sets — can be customized with engraving, custom scents, or bespoke color combinations. For corporate gifting or large custom orders, please reach out to our concierge team at concierge@luxe.com for a tailored quote.
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as Apple Pay, Google Pay, PayPal, and Shop Pay. For orders over $100, we also offer Buy Now, Pay Later options through Klarna and Afterpay — split your purchase into 4 interest-free installments.
Your security is our highest priority. All transactions are processed through Shopify's PCI DSS Level 1 certified payment infrastructure with 256-bit SSL encryption. We never store your full credit card information on our servers. Additionally, we support 3D Secure authentication for an extra layer of protection.
Yes! We regularly offer exclusive promotions to our newsletter subscribers, including early access to sales and member-only discount codes. Sign up for our newsletter to receive 15% off your first order. We also run seasonal sales during major holidays and limited-time flash deals throughout the year.
Once your return is received and inspected, we'll notify you via email. Refunds are processed within 3–5 business days and credited back to your original payment method. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement. Store credit refunds are issued instantly.
Our friendly support team is here to help. Reach out anytime — we'd love to hear from you.