Customer Support - FAQ
- Can I change my order?
- When do I get my refund once I have returned an item?
- If I return an item how is my refund calculated?
- How do I return a product?
- What should I do if my credit card has been refused when placing an order?
- Do I get charged when my order is placed or when it ships?
- Do you ship overseas?
- Do the items I’ve purchased have any warranty?
- Do you offer discounts on large quantity orders?
- Does Luxor Home Decor & Lighting charge sales tax?
Once your order is placed we go to work to fulfill your purchase as quickly as possible. This means that changes or cancellation requests cannot always be fulfilled. You should also know that once an order is placed, it cannot be changed online. Your full satisfaction and commitment to the accuracy of your order is always our top priority. As such, you may contact Customer Service to make a request for a change or cancellation. We will make our best efforts to apply the requested change.
2. When do I get my refund once I have returned an item?
We realize that refunds are a priority for our customers. Once we have received and inspected the item we are usually able to apply the refund onto the original payment card within one week. Should there be any delays in processing your refund upon receipt of your return, you will be contacted by a member of our Customer Experience team. Please note there is a 20% restocking fee
3. If I return an item how is my refund calculated?
We work closely with our vendor partners to absorb any costs associated with returning products. For a select few vendor partners, however, modest restocking fees may apply to your return. These restocking fees, where applicable, are described on our product detail pages. If you change your mind and decide to return an item that is defined as returnable (e.g. non-closeouts and non-custom products), you are responsible for the return shipping costs. If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge. o view our full Return Policy, please click here
4. How do I return a product?
If you want to return an item you may do so within 14 days of receipt as long as it is defined as a returnable item. Just contact Customer Service and we will provide pre-paid return labels. We will need your help in packaging up the item, adding the label to the box and making it available for pick up. For registered customers, you are also able to initiate returns by logging into your account and navigating to your Order History.
5. What should I do if my credit card has been refused when placing an order?
Check that all the details you have entered on the checkout page are correct, including the billing address associated with the credit card. If it is refused after that, try another credit card or payment method like Paypal. Contact Customer Service if you feel that your card is being refused due to our error. In some cases we may recommend that you contact your credit card company to get the issue resolved.
6. Do I get charged when my order is placed or when it ships?
For orders placed using credit cards, the full amount of the purchase is only authorized when your order is placed. This authorization acts as a hold of the full amount of the purchase on your credit card but is not actually charged. This authorization will typically appear on your credit card activity as “pending”. Your credit card is charged as merchandise ships and you are only charged for the merchandise that ships as it ships. For orders placed using our payment financing option provided by Klarna, payment is collected in full at the time of purchase.
7. Do you ship overseas?
Yes, we ship worldwide.
8. Do the items I’ve purchased have any warranty?
All electrified products sold by Luxor Home Decor & Lighting included one-year manufacturer warranties that guarantee the proper and safe functioning of the product. Unless otherwise specified on the product detail page, this warranty does not cover “wear and tear” or the durability of finishes over time. For outdoor products in particular, certain items are sold with additional warranties that specifically cover the durability of finishes on outdoor products. Such warranties, where applicable, are specified on our product detail pages.
9. Do you offer discounts on large quantity orders?
We offer discounts for members of the trade such as designers, architects and contractors who have presented appropriate credentials and been approved. To learn more about our Trade Professionals Program and to fill out a free application, please click here. If you are not a member of a relevant trade but would like to inquire about a large purchase quote, please contact our Sales team.
10. Does Luxor Home Decor & Lighting charge sales tax?
Luxor Home Decor & Lighting is required by law to charge sales tax on orders that ship to an address within the state of Florida. We do not add sales tax unless we are required by law to do so. If sales tax applies to your order it will be automatically calculated during checkout. For industry professionals such as designers, contractors and architects within Florida who have a resale license, taxes can be waived with the submission of a valid resale license. Please contact our Customer Experience team and we can assist you in submitting the proper tax exemption forms.