FREQUENTLY ASKED QUESTIONS

  • How do I care for my jewelry?

    • ​Though our jewelry has been tested to withstand perfumes, lotions, body washes, and even chlorine, we brand our jewelry as "water safe" and do not recommend exposing it to chemicals. DO NOT use any chemical jewelry cleaners on your jewelry. ONLY wear your jewelry in water in order to prolong its life and guarantee your satisfaction. Because most jewelry is gold filled or gold vermeil, it is not recommended that you clean it with anything besides water and a dry cloth. Our jewelry does not turn with proper care and does not require excessive maintenance.

  • What is the return policy?

    • Most items can be exchanged or returned for store credit. Custom and discounted items are FINAL SALE unless otherwise stated. All return requests must be made (and postmarked) within 14 days of delivery by emailing: help@shopluxeandco.us. Orders over $100 will be charged a 10% restocking fee. Returns initiated without an email request to customer service will not be processed. Please reference the full return policy here.

  • What is the cancellation policy?

    • We are happy to accept cancellation requests made within 48 hours of order placement for a full refund back to the original payment method, free of charge. If your cancellation request is made after 48 hours, you will only be able to receive a refund for store credit, minus a 10% restocking fee.

  • What are the shipping options?

    • Standard priority shipping through USPS is available at checkout. Rates may vary. Please allow up to 2 weeks of processing time for your order BEFORE allotted shipping time frame.

  • What are the international taxes, duties, etc. that I have to pay?

    • We do not currently accept international orders.

  • When will I receive my order?

    • Allow up to TWO (2) weeks of processing time + your specified time frame for the shipping rate you choose at checkout. Orders may or may not be processed and shipped to you sooner than this time frame. For custom orders, add 1-2 additional weeks for processing time. Please remember that processing + shipping time ONLY includes business days, which are currently Monday-Friday from 11am to 9pm.

  • How long will I have to wait to receive my preorder?

    • Please note that the preorder function is made available so that you can make claim to and purchase items that are NOT yet in stock. This is especially useful for items that may sell out. For preorders, please add TWO (2) additional weeks of processing time to normal processing time; this means that in total, your preorder may take up to FOUR (4) weeks to process BEFORE it ships. As per usual, custom orders will take closer to the full allotted processing time unless otherwise stated. Other items may or may not process and ship faster.

  • What do I do if I never received my order?

    • Contact us immediately at: help@shopluxeandco.us. Please note that we are NOT responsible for the mishandling/loss of your package once it has been shipped by us. However, we will work with you to the best of our ability to resolve related issues.

  • What do I do if I received a defective order?

  • How do I make changes to an order I’ve already placed?

    • Please note that after an order has been placed, requests for modification may not be honored. However, if you believe that you made a mistake when placing your order OR you would like to cancel an order, email us at: help@shopluxeandco.us immediately.

  • Where are you located?

    • We are based in Champaign, Illinois.

  • How is the product made? Where do the materials come from?

    • Materials are sourced from our trusted US-based manufacturers and our items are assembled/curated by us.

  • How do I make sure I order the right size?

    • All relevant product measurements will be listed in the description box. Unfortunately, custom sizing is unavailable at the moment.

  • How do I contact your company if my question isn’t answered here?