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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

If you purchased Route Package Protection at checkout, you can easily file a claim for lost, stolen, or damaged packages through the Route website.Simply visit <a href="https://claims.route.com">here</a> and follow the prompts to submit your claim. You&#x2019;ll need your order number and email address used at checkout.Once submitted, Route&#x2019;s support team will review your claim and provide updates directly by email.If you need further assistance, please reach out to our Customer Experience Team! We&apos;ll be happy to file the claim on your behalf!&#xA0;

If you purchased Route Package Protection at checkout, you can easily file a claim for lost, stolen, or damaged packages through the Route website. Simply visit here and follow the prompts to submit your claim. You’ll need your order number and email

How do I file a route claim?

ROUTE PROTECTION

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

What are your Black Friday Hours?

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?

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?

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?

HOLIDAY FAQS

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?

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?

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

RETURNS & 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

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

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?

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?

How do I file a route claim?Updated 2 days ago