Refund and Returns Policy

Luxe Custom Craft Policies

Welcome to Luxe Custom Craft! We’re so happy to have you as our valued customer. Please take a moment to review our Refund policy to ensure a smooth and enjoyable shopping experience on our website.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at luxecustomcraft@gmail.com.

Sale items

Regular priced items may be refunded. Sale items may be refunded too.

Returns and Exchanges

We take great pride in the quality of our products and aim for your complete satisfaction.

Returns and exchanges are accepted for non-personalized items within 7 days of delivery. Please get in touch with us for return/exchange instructions.

Returns and exchanges are not accepted for personalized products, as they are crafted specifically for you.

**Note: We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at luxecustomcraft@gmail.com and send your item to: 218A Hamlet 3, Phước Kiển Village, Nhà Bè District, Ho Chi Minh City (218A Ấp 3, Xã Phước Kiển, Huyện Nhà Bè, TP. HCM).

Cancellations

Orders can be canceled within 2 hour of purchase. Please get in touch with us promptly if you wish to cancel your order.

Damaged or Defective Items

We’re sorry you received a parcel with damaged, incorrect, or missing items! Let us know by contacting our Customer Service Team by email: luxecustomcraft@gmail.com with the subject ‘Missing Item,’ ‘Wrong Item,’ or ‘Damaged Item.’

Please also include the following details in your form:

– Image of the Item/Parcel(s) received

– Name of Item

– Order Number

Please do not dispose of or throw away any items you’re writing about! Luxe Custom Craft may arrange to collect the product.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 218A Hamlet 3, Phước Kiển Village, Nhà Bè District, Ho Chi Minh City (218A Ấp 3, Xã Phước Kiển, Huyện Nhà Bè, TP. HCM).

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.