SIGNING UP

ACCOUNT

EARNING & REDEEMING

PROGRAM LIMITATIONS

RETURNS

REWARDS EXPIRATION

VIP PROGRAM QUESTIONS

TROUBLESHOOTING

REFERRAL

Our team is available during business hours for any questions or support you may need.

Our Customer Service team is here to help! You can email us here, and we’ll get back to you within 24 to 48 business hours. Alternatively, you can give us a call or text at 1-(888) 307-1854.

JLUXLABEL

JLUXLABEL REWARDS

Can I return separate orders in one parcel?

What is your return policy?

When will my refund be processed?

Do I need to send my return tracking number?

Why can't I generate a return label?

Why can't I initiate a return for my order?

What happens to items I returned by mistake or used the wrong shipping label?

What can I do if I've missed the return window but still want to exchange or return an item?

What is the policy for returning items received as a courtesy replacement?

How can I return a damaged item and get a replacement or refund?

How are funds released if my card changes?

JLUXLABEL Outlet Return Policy

Why can't I generate a QR code after submitting a return?

What should I do if I can't see the QR code option?

Can I still return the item without the QR code?

How do I return my JLUXLABEL items purchased through Macy’s?

HOW DO I SIGN UP?

WHAT ARE THE BENEFITS OF JOINING?

CAN I EARN POINTS FOR PURCHASES I MADE BEFORE JOINING THE PROGRAM?

IF I HAVE MULTIPLE EMAIL ADDRESSES, CAN I COMBINE MY POINTS?

CAN I CHANGE THE EMAIL ADDRESS ASSOCIATED WITH MY REWARDS ACCOUNT?

WHERE DO I TRACK MY POINTS AND TIER PROGRESS?

I FORGOT TO LOGIN AT CHECKOUT! CAN MY POINTS BE ADDED TO MY ACCOUNT?

WHERE CAN I FIND ALL OF MY REWARDS ACCOUNT INFO?

WILL I RECEIVE POINTS FOR PURCHASES I MADE PRIOR TO CREATING MY REWARDS ACCOUNT?

I ALREADY HAVE AN ACCOUNT. DO I NEED TO CREATE A NEW ONE TO EARN REWARDS?

DOES IT COST ANYTHING TO BEGIN EARNING POINTS?

HOW DO I REDEEM MY POINTS?

CAN I EARN POINTS ON ORDERS PAID WITH A GIFT CARD?

HOW DO I KNOW IF MY POINTS HAVE POSTED TO MY ACCOUNT?

WHY DIDN'T I EARN POINTS ON MY PURCHASE?

HOW DO POINTS CONVERT TO DOLLARS?

HOW MANY POINTS CAN I REDEEM AT CHECKOUT?

CAN I USE MY POINTS AND A DISCOUNT CODE AT THE SAME TIME?

IS THERE A LIMIT TO HOW MAY POINTS I CAN EARN?

IF I RETURN MY ITEMS, DO I LOSE POINTS?

I MADE A PURCHASE WITH MY REWARD, BUT NOW I WANT TO RETURN IT. WHAT WILL HAPPEN TO MY REWARD?

CAN I CHANGE THE TYPE OF RETURN I REQUESTED?

How is my refund processed and when will it reflect in my account?

What can I do if I face issues during the return process?

What should I do if I change my mind about items selected for return?

DO TIERS/POINTS EXPIRE OR RESET?

HOW LONG ARE MY POINTS VALID FOR?

DO REFERRAL REWARDS EXPIRE?

DO REDEMTION REWARDS EXPIRE?

HOW IS MY VIP TIER DETERMINED?

HOW MANY POINTS DO I NEED FOR EACH TIER?

HOW WILL I KNOW WHEN I HAVE REACHED A NEW TIER?

HOW DO I KNOW WHICH REWARDS TIER I AM CURRENTLY A MEMBER OF?

What are the benefits of reaching a higher tier in the rewards program?

I SIGNED UP FOR THE BIRTHDAY BONUS BUT I DIDN’T RECEIVE IT?

I RECEIVED AN ERROR MESSAGE WHEN REFERRING FRIENDS THROUGH THE EMAIL REFERRAL BOX. WHAT WENT WRONG?

I’VE REFERRED SEVERAL FRIENDS BUT HAVEN’T RECEIVED ANY POINTS FOR IT. IS THERE SOMETHING ELSE I NEED TO DO?

I BOUGHT AN ITEM WITH A GIFT CARD BUT DIDN'T GET POINTS?

HOW DOES THE REFER A FRIEND PROGRAM WORK?

What is Route Protection?

Where can I find the status of my Route Claim

How do I file a route claim?

What is Route and Green Protection

What is Carbon Neutral Shipping

I added Route to my order where is it?

How Does Route Work?

How Does Route Process Refunds or Reorders?

Does Route Cover my Package Being stolen?

How does Green Package Protection/Carbon Neutral Shipping work?

Is Route A Licensed Insurance Company?

What if my package gets lost, and Route replaces it by ordering another new product for me, and then that package gets lost? Does Route cover that too?

How do I add package protection to my order after purchase?

ROUTE PROTECTION

I spent $150 why am I being charged shipping?

Why can't I choose Express Or Overnight Shipping?

Shipping Options for USA

How can I upgrade my shipping method after placing an order?

Can I request a replacement for a wrongly sized or defective item I received?

Will JLUXLABEL update shipping addresses for unfulfilled orders?

How can I track my order and what should I do if there's no update?

Why isn’t overnight shipping available for my order?

Can I split my order to qualify for overnight shipping?

What items or orders typically exceed the weight limit for overnight shipping?

International Duties and Taxes

SHIPPING

Do you have information about when items will be restocked?

Are there any alternative ways to purchase sold-out items?

RESTOCKS

How do I reset my account password?

How do I unsubscribe from email and text/SMS messages?

ACCOUNT ISSUES

Shipping to Hawaii, Alaska, Puerto Rico & U.S. Territories