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Contact Us

Headquarters:

Luxilon
1 Prudential Plaza
130 East Randolph Street, Suite 600
Chicago, IL 60601

Hours of Operation:

Monday–Friday (9am–5pm CST)

Customer Service:

Phone: 1-800-401-7967


Returns & Exchanges

  • What is Luxilon's return policy?

    Luxilon offers returns on most items within 30 days of receipt of shipment. Please note that custom product orders are final and cannot be returned. Please follow these additional guidelines when making a return to Luxilon.com:

    • Item must be in new condition. Clothing must be unworn.
    • Item must be returned with all original packaging and accessories (includes box or plastic poly bag).
    • No receipt is necessary to process your return.
    • The online return form will ask for your order number. You can find your order number in the order confirmation email, or by logging into your account.
  • How do I return a product purchased on Luxilon.com?
    To initiate a return, you will need to log in to your Luxilon.com account. Once logged in, select “RETURNS” from the left menu. in the Start a Return Section, select “Return Items.” You will then be able to select your order and follow the steps to submit your return for eligible items. On the final return confirmation page, you will be able to print your UPS return shipping label and send the item(s) back to us.
    If you placed your order as a guest - you can initiate your return through the Guest Checkout Return Form. You will need to enter your order number and email address used to place the order.
    Once we have received the return and our team has verified it meets our return guidelines, your refund will be processed back to your original form of payment within 3-5 business days.
  • Can I return a product to Luxilon.com that was purchased from an authorized dealer?
    Unfortunately we are only able to process e-commerce returns for products that were purchased on Luxilon.com. If you purchased a product from an authorized dealer, you can inquire about returning it by contacting the dealer directly.
  • Can I return a product that was given to me as a gift?
    Yes. However, please be advised that if the return is accepted, the refund will be applied to the original form of payment. If your product was purchased through an authorized dealer, you will need to contact the dealer to facilitate your return. If your product was purchased directly on Luxilon.com, you can return it as long as it meets our return guidelines.
  • What is the status of my return?
    You can check the status of your return by logging into your account, selecting “Returns” from the left menu and selecting “Manage Returns.” Please keep in mind that after we receive the product back, it takes up to 3-5 business days for the refund to be processed back onto your original form of payment.
  • Can I exchange a product?
    We do not offer exchanges. If you need a different item, you can initiate a return for a refund and place a new order at any time.

Order Management


Shipping

  • How long will my order take to ship?
    Orders normally take between 24-48 hours to ship out of our warehouse
  • When will my order ship?
    Immediately after placing your order on Luxilon.com you will receive an order confirmation email. Within 48 hours, you will receive a shipping confirmation email with a link to track your order. If you have not received a shipping confirmation email within 48 hours of placing your order, please contact our customer service team.
  • What is the cutoff time for next-day and second-day delivery?
    Orders must be placed by 1pm E.T. to be eligible for next-day or second-day delivery.
  • Where does my order ship from?
    Orders ship from our warehouse in Mt. Juliet, TN.
  • Can I track my order?
    Yes. In your shipping confirmation email, there is a link that leads you to tracking information. You will have to login to your account and view your order history.
  • What happens when my tracking says "delivered" but I have not received my package?
    Occasionally a carrier will scan a package as delivered before it arrives at the final destination. When this happens, the package is usually delivered within the next few business days. If you've waited a couple of days and you still don't have the package:
     
    • See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
    • Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.
    • Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
    • Contact the carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number handy.) If your package was shipped via UPS, they may be able to hold the package at their local hub for you to pick up. You can call UPS and see if this is possible.

    Most packages arrive by the estimated delivery date listed in the tracking information. If you do not receive the package by then, please allow an additional day or two for the package to be delivered. Please note that carriers may deliver packages up until 8 p.m.
  • Can a customer ship to an APO/FPO address?
    No, unfortunately Luxilon cannot ship to an APO/FPO address
  • Can a customer ship to an international address?
    No. At this time, Luxilon can only ship orders to the 50 United States.