Q: I've seen an item but I cannot seem to find it online?
A: If you see an item on our social media page but do not see it on our website the item is likely out of stock. We understand how frustrating this can be so it is likely your favorite items may restock or be replaced them with a similar style. Be sure to sign up for our newsletter in the pop up or on the bottom of each page where you will receive information on restocks, sales, and new arrivals.
Q: What are your shipping options within the United States?
A: Standard: 7-14 business days I $9.95 * No signature required. (3-5 business day processing time)
B: Express: 2-3 Business Days | $29.99 * No signature required.
C: Free Domestic Shipping on orders valued over $150 (7-14 business days) **Offer Excludes site-wide sales.
Q: What are your shipping options for International Shipping?
A: We ship Internationally via APC and DHL Services.
APC International Duties & Taxes Prepaid (10-20 business days + 3-5 for Processing Time) : International Priority Duties & Taxes Prepaid. Your customs fees are prepaid and no funds will need to be collected prior to delivery.
DHL Express Worldwide | 5-7 Business days: Time will vary depending on geographical location. Duties & Taxes required before delivery may be subject to additional fees from DHL.
Order cut off time is 10:00 am PST. Orders placed after 10:00 am PST will be shipped out the following business day. Both shipping costs are calculated based on geographical location of delivery address and total weight of parcel. Please follow checkout options to receive your calculated rate and estimated delivery time. Electronic signatures will be captured upon all DHL deliveries. Please note customs fees will apply for DHL shipments according to local legislation. JLUXLABEL does not enforce these fees, therefore we are not able to waive fees upon delivery. Failure to pay customs fees will result in the parcel being sent back to us in which the shipping and handling fees are non refundable.
Q: How do I track my order?
A: Your order will process within 3-5 business days. Once your order has shipped you will be receiving an email pertaining to your tracking information. Additionally, please allow 24-48 business hours for your shipment details to update with USPS.
Q: What is considered a Final Sale?
A: All Swimwear, Intimates, masks and accessories are a final sale. In addition any and all sale items are also final. Refunds and exchanges are not permitted.
Q: Why is my package delayed?
A: Please note our shipping times have changed due to shipping delays globally. We are working diligently to ensure you receive your order as quickly as possible. For updated information on our shipping times please click here. We appreciate your patience during this time!
Q: My coupon code is not working. Why?
A: If you are having difficulties with your coupon code please contact us as the code may no longer be valid. Please note that coupon codes cannot be combined with any other current offers, sales, or promotions.
Q: How do I know if my order has been placed?
A: Upon completion of your order a confirmation email with the details of your order will be sent to you. Please ensure your checkout process is complete until you reach the page containing your order number. If you have any additional questions feel free to contact our support team at firstname.lastname@example.org. One of our Customer Service representatives will be happy to assist you. Kindly note to check your spam folder as the email may have filtered into that folder.
Q: What if my order has not been delivered?
A: If after contacting USPS you still need assistance regarding locating your order feel free to contact us at email@example.com and one of our representatives will be happy to assist you.
Q: I've just placed my order, Can I change it?
A: We prepare your order for shipment very shortly after your order is placed. This quick turnaround time does not allow for any changes to your order. We apologize for any inconvenience!
Q: How do I process a Return?
A: Please click here for steps on how to easily process your return.
Q: Have you received my return items and how long does the refund take to show in my account?
A: Please allow 7-10 business days for us to process your return. Once your refund has been processed a confirmation email will be sent to the email address provided upon checkout. If you have not received an email within 7 business days of us receiving the package please contact our customer service team at firstname.lastname@example.org and one of our agents will be happy to assist you. The refund does process in our systems for roughly 3-5 business days. In turn the rest of the processing time is up to your bank. Please contact your financial institution for more details on when you will see the funds reflect back into your account.
Q: Can I use a gift card online?
A: Yes! Gift cards are available online. Once purchased an email will be sent to you on how to redeem our gift card.
Q: What is your store policy?
A: Items bought on JLUXLABEL.COM will gladly be accepted for a refund within 14 days of the delivery date. All merchandise must be received back in its original form. Clothing must not be worn, altered, damaged, free of any stains, odors, self tanner, pet hairs, or distinct smells including deodorant and perfume. Refunds will be issued in the same form of original payment type, excluding shipping and handling costs. All tags must be attached when returned.
Please note that all Outlet, Accessories, Swimwear, and Intimates are a Final Sale. If such items are returned a $25.00 fee will be charged and the items will be returned to you.
Q: Can I have a gift card or store credit instead of a refund?
A: At this time we do not offer store credit or gift cards in exchange for a refund.
Q: I received a damaged item. What do I do?
In the rare event that the item you received is not in pristine condition [we're truly sorry!] Please contact our team with a photo of the damage before sending the product back. Our team will gladly assist you with reshipping the item out to you in a timely manner.