SIGNING UP

ACCOUNT

EARNING & REDEEMING

PROGRAM LIMITATIONS

RETURNS

REWARDS EXPIRATION

VIP PROGRAM QUESTIONS

TROUBLESHOOTING

REFERRAL

Expect a response within 24-48 business hours. This may change during peak times.

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

Do I have extra time to process a return during the holidays?

What are your holiday customer service hours?

What are your Black Friday Hours?

My Order is over 150, why am I being charged shipping?

Why is my discount code not working during your holiday sales?

Can I return items purchased during Pre-Black Friday and Black Friday?

Can I return items purchased on Cyber Monday ?

Do you provide price adjustments for items purchased prior to or after the sale?

What are your Cyber Monday Hours ?

What is the processing time for orders placed during the sale?

When is the last day to order for guaranteed arrival before Christmas/ Order cut off dates

Can I return or exchange a gift that I received?

I received a gift card for the Holidays, when does it expire?

My order hasn't arrived yet and I need it before Christmas, What do I do?

HOLIDAY FAQS

What are your hours for the Pre/Black Friday, and Cyber Monday sales?

Are Outlet or Sale items included in the promotion?

Can I use discount codes during the sale?

Does Free Shipping Apply To Orders Placed During The Sale?

What happens if my size sells out?

PRE-BLACK FRIDAY / BLACK FRIDAY / CYBER MONDAY

How does Klarna work?

How does Afterpay work?

Why was I charged more than once?

How does Sezzle Work?

How does Shop Pay Installments work?

How does PayPal Installments work?

PAYMENT

How do I track my order?

What do I do if my item has arrived damaged / faulty?

Do I need to let you know that I have sent my purchase back?

My package says delivered, but I didn't receive it

Will I be charged Custom & Import duties?

My order is being Returned to Sender

Why can't I track my package?

Why is my order delayed?

What happens if my order shipment is delayed?

What should I do if my order was returned due to an address issue?

What should I do if my items were delivered to the wrong address?

What if my package is already shipped to the wrong address, can I still update it?

What happens if my parcel is marked as delivered but is not received by my third-party shipping company?

DELIVERY

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?

SHIPPING

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

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?

Can I return a personalized item?

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

Can I Exchange an item?

Can I add expedited shipping to my exchange?

How long does it take to receive my exchanged item?

What happens if I forget to send my original items back?

Can I cancel my exchanged order?

My exchanged item is now showing out of stock!

Can I add a discount code to my exchange order?

Can I return my exchanged item?

Can I exchange my personalized item for a different size?

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

EXCHANGES

Do you have a size guide?

Which size should I purchase?

I've been notified of a restock, but the item is still out of stock?

Where can I find out about restocks?

California Prop 65

PRODUCTS & SIZING

Can I make changes to an order?

Can I amend my address once I've placed my order?

Can I cancel my order?

My item has arrived damaged / faulty?

What do I do if I am missing an item?

How do I find my order number?

Where is my order confirmation?

Do you refund shipping charges?

Why does the color of the item I received appear different from the images online?

Can I change the size of a product after placing an order?

What if the damage is not visible on the product's outside design?

I placed an order but haven't received a shipping confirmation. What should I do?

Why was my payment method declined when placing an order?

How can I obtain my order number if I lost it?

Can I change the style, color, or size of an item in my order after it has been placed?

How do I add items to my order after it has been placed?

ORDER ISSUES

Do you have information about when items will be restocked?

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

RESTOCKS

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?

How do I reset my account password?

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

ACCOUNT ISSUES

Is the friends and family sale a site wide sale?

I received a free item with my purchase, but I want to return the item(s). Do I need to send the free item back as well to get a full refund?

Why is my discount code not working in addition to the site wide sale?

Why am I being charged for shipping? My cart total is $150

Do you offer price adjustments?

SALES & PROMOTIONS

Does JLUXLABEL have any physical stores or locations?

Do you offer wholesale opportunities for other businesses interested in your products?