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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

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Exchange orders cannot be canceled due to our efficient processing times.

Can I cancel my exchanged order?

RETURNS & EXCHANGES

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?

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?

International Duties and Taxes

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

SHIPPING & DELIVERY

Can I make changes to an 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?

Can I edit my shipping address?

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?

ORDERS

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?

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?

My exchanged item is now showing out of stock!

Can I add a discount code to my exchange order?

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

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

Do you have information about when items will be restocked?

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

PRODUCTS & SIZING

What is Route Protection?

Where can I find the status of my Route Claim

How do I file a route claim?

What is Carbon Neutral Shipping

I added Route to my order where is it?

How Does Route Work?

How Does Route Process Refunds or Re-orders?

Is Route A Licensed Insurance Company?

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

ROUTE PROTECTION

How do I create an account?

What are the benefits of joining JLUXLABEL rewards?

SIGNING UP

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 purchased 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 being earning points?

ACCOUNT

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?

EARNING & REDEEMING

If I return my items, do I lose my 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?

RETURNS

Do Tiers/Points expire or reset?

How long are my points valid for?

Do referral rewards expire?

Do point redemption codes expire?

REWARDS EXPIRATION

How is my VIP tier determined?

How will I know when I have reached a new tier?

How do I know which rewards tier I am currently apart of?

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

VIP PROGRAM QUESTIONS

I signed up for the birthday bonus and 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?

Can I cancel my exchanged order?Updated 6 months ago