FAQs

SHIPPING INFORMATION

Where are your products shipped from?

The majority of our inventory is sold from our warehouses in China with a select few items from other distributors in other countries including in the United States, and Europe. That being said, sometimes your order may come in different packages at different times. Our products will be QC, packaged and shipped from our warehouse.

When will my order ship?

Your order will usually ship between 2-4 days. We do not ship on weekends. You'll receive an email notification when your package has shipped. (Exceptions being if we are waiting on more stock, if you’ve ordered multiple items and one is a pre-order or not in stock)

How long is shipping and delivery?

Below is our estimates shipping times not including processing which can take up to 5 business days. We have a high volume of sales. For more shipping details, please click here.

 

 

In most cases, you will receive your item(s) earlier than expected depending on your destination. Your patience is truly appreciated. We guarantee your product will arrive to you within 60 days from shipping under our Buyer Protection scheme otherwise you will get a full refund. We understand this is a long time, but it is worth the wait for the competitive pricing we offer.

 

Why does it take so long for delivery?

It's more or less the international customs that can cause the delays. Every country has a different processing time, depending on the amount they are handling at that time, which explains longer times during holiday season. More often then not, our orders are delivered faster then stated.

How can I track my order?

You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of check out. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 5-7 business days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.

 

Do you offer a tracking number?

There will be tracking number provided for these countries: United State, Canada, United Kingdom, Australia, New Zealand, Norway, France, Germany, Russia, Turkey, Denmark, Italy, Austria,Belgium, Poland, Singapore, Malaysia, Japan, Korea, Taiwan, Hong Kong, Macau! For rest of the world, you can still receive free shipping but no tracking info will be provided.

You should receive an email with tracking details when your package has shipped. (Also check your Spam folder if you can't find it).

Please allow 8-10 business days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.

 

Where is my package? The tracking information hasn't updated for a long time. Can you tell me where it is? 

Unfortunately, We only see the same tracking information as you.The tracking information usually takes  8-10 business days for tracking status to show up correctly on the tracking number since there is a lag time between USPS updating.

However, in some cases, international orders can take up to 4 weeks to clear customs. If the tracking information was last departed from the warehouse and has not updated recently, it is more than likely still making its way overseas. Once it arrives at that next overseas destination, the package will be scanned and the tracking information will update. If it has been over 4 weeks since it has been updated, let us know and we can try shipping your order again.

 

I accidentally provided the wrong shipping address

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We'll do everything we can to accommodate your request. Please bear in mind that our order-fulfillment and shipping systems are designed to get merchandise on its way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered the shipping process.If you decide to change your shipping address, please write to us at info@missluxy.com as soon as you place your order. 

If it is too late for our team to change your address,the only thing we can do is wait to see if the package gets returned back to us. We can either issue a refund minus a 25% restocking fee or we can reship your order for an additional $10.00 to cover our shipping & handling fees. Neither option will be available until the item(s) reaches back to the warehouse and is processed.

 

Why did my order not arrive in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.This means, orders containing multiple items may be shipped separately. You may receive one item before the next. So don't panic, if you don't receive all of your items at once…they are on the way.  

What happens if my order is later?

Unfortunately occasionally some of our orders can be delayed. We understand that this may be frustrating and we do share your frustration. We don't delay orders on purpose, and we want you to have your orders as soon as possible.

We do ask you to be patient with us during these occasions. We will not tolerate abusive or threatening behavior. We can  issue a refund minus a 25% restocking fee. Your order will be cancelled and refunded, if we find particular behavior upsetting to our staff members.

We we reserve the right to cancel any order without notice, and alter information at any given time.

I tracked down my order and the status says Return to Sender, what should I do?

As the receiver it will be your sole responsibility to track your order. If your item is returned to one of our warehouses due to an incorrect address, we can either issue a refund minus a 25% restocking fee or we can reship your order for an additional $10.00 to cover our shipping & handling fees. Neither option will be available until the item(s) reaches back to the warehouse and is processed.

The tracking site says" Delivered "but I haven’t received my order yet.

Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. We will always do our best to assist you, but Miss Luxy does not hold responsibility for packages that are lost, misroute, or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

Delivery: 

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.

Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.

Fail Delivery: 

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to change your order or to change the address of your order. If you decide to change your shipping address, please write to us at info@missluxy.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.

If it's too late for our team to change your address,the only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse,we can either issue a refund minus a 25% restocking fee or we can reship your order for an additional $10.00 to cover our shipping & handling fees. Neither option will be available until the item(s) reaches back to the warehouse and is processed.

 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

 

ORDERING

How do I know my order has been confirmed?

You will receive an email containing the details of your order. In this mail, you will be provided with a unique Order ID (eg. #1234), and a listing of the item(s) you have ordered.

What should I do if I didn’t receive confirmation?

We always recommend to our valued customers to check SPAM/FOLDER if you have not received an order confirmation. If you still do not see it there, please feel free to contact our customer support and we’ll send it again right away.

I made a mistake on my order. How do I fix it?

Please contact info@missluxy.com immediately with your order number. Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes. Kindly note that once an order enters processing at our warehouse, we no longer have the ability to make any changes to it.

Can I cancel my order after it has been placed?

All sales are final upon placing the order. We are unable to cancel your order once it has been processed and / or shipped.

If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 25% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.

We implement this rule strictly because of the nature of our business. We provide "on demand" products which mean that when a customer orders, we manufacture the product then fulfill it. The order made by the customer serves as an agreement, a binding contract which tells us to manufacture what the customer wants to receive, thus making this rule fair to both parties.

Cancelations are not honerd under the following circumstances:

  1. Buyer no longer wants the items - this is the most common example which we can not honor if we want to continue offering great value at Miss Luxy. The buyer should make sure he or she wants to buy the items before submitting an order, not after.
  2. Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. 
    After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

Note that you have to contact us before you initiate any requests. We reserve the right to approve or disapprove your refund requests depending if we see fit with our policy or a violation against our policy.

How can I pay my order?

We offer safe shopping and accept payment via Paypal, Credit card or Debit card (VISA, Mastercard, Diners Club, American Express, JCB and Discover Network). So you can choose the most suitable one for you. All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction. 

In what currency will I be charged? 

All transactions in our store will be charged in USD. Other displayed currency is only an estimate guide from the live currency exchange rate. Your bank will charge you in your local currency according to their exchange rate on the day. Please note that some bank charges a small transaction fee due to a different currency.

 

How secure is my personal information?

The checkout process uses PayPal or Stripe - the most trusted online payment solutions on the web. You can either pay using PayPal balance or any credit cards. The payment gateway we use have been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

Website pricing,Discount &Promotions

Pricing on the website is subject to change without notice. Orders placed prior to promotions are not eligible to receive new promotions, or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to system error or unforeseen issues.

Why do the colors in the dresses different than the photo online?

There are many factors that could slightly change the color of your items viewed on our website. Factors includes your computer/phone settings, lighting, and sometimes even personal preferences.

RETURNS / EXCHANGES

What is your return and exchange policy?

The full refund is only given to the defective/ damaged item or If item has not been received past the 60 days (8 weeks) due to a clerical error on our side.We will be responsible for every mistake on our side. If you have any questions on if you qualify for a refund, please contact us at info@missluxy.com. 

PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.

For more return / exchange details, please click here

What are returns not possible?

If you have placed an order with a wrong item/address; you need to contact our customer services in order to receive the appropriate resolution. You’re not eligible for a return for the following reasons. If:

  • The order is not corrected within 24 hours.
  • The product is not broken or it is not defective or is damaged because of use or
  • The product is not in the same condition as you received it.
  • All sales are final on the following items:  Panties, bodysuits with panty attached, body shapers, or any intimate under garment that touches the crotch area. (Please note, due to federal laws and for the health of our customers and staff, we are UNABLE to issue refunds on opened or tried on items that cover the crotch area). 
  • Received the ordered correct item.

Why are intimate apparels non-exchangeable if opened?

Item such as shapewear, swimming suits, panties are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow opened items to be returned or exchanged for the safety of all our customers.

May I return my item without contacting you or getting an RMA?

No. You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from. Also, the RMA facilitates tracking of your returned product and expedites your refund. Please note that refunds for merchandise returned without contacting us cannot be guaranteed.

Do I have to pay for the shipping of my exchange? 

Yes, you are responsible for all exchange shipping costs. We recommend that you send your set back with a tracking option, because Miss Luxy will not be responsible for lost packages.

How can I exchange my item?

Easy: e-mail us at returns@missluxy.com and let us know your order #. We will then provide you with instructions and a return address to ship your set back for an exchange. All items will be inspected to see if you qualify for an exchange. As opened merchandise will not be exchanged for intimate apparels. 

To assure your refund please use a trackable mail service, we will not be responsible for lost ,missing or return packages. Please email proof of postage just in case your order is lost on its way back to Miss Luxy. Send picture of tracking receipt or tracking number. Failure to comply may result in voiding return process. Shipping costs are non-refundable.

 

How long is the return process?

Processing returns may take up to 15 business days from the day we received your return request. We will email you to confirm once your return has been processed.

REFUNDS

All products come with a FREE replacement warranty for 30 days from purchase. If your purchase does not match the description or is the item is defective, please contact us within 3 days of delivery - we will make sure that all of your issues are resolved.

If item has not been received past the 60 days (8 weeks) due to a clerical error on our side.We will be responsible for every mistake on our side. If you have any questions on if you qualify for a refund, please contact us at info@missluxy.com. 

PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.

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.

No refunds will be issued under the following circumstances:

  1. Buyer no longer wants the items - this is the most common example which we can not honor if we want to continue offering great value at Miss Luxy. The buyer should make sure he or she wants to buy the items before submitting an order, not after.
  2. Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
  3. We do not accept return or refunds if the products were opened or tried on for intimate goods.
  4. We do not accept returns or refunds if customer changes their mind after receiving their order(s).
  5. We do not offer refunds while product is in transit as it is already on the way. We understand this can be a long time, but it is worth the wait at the competitive prices we offer.

Note that you have to contact us before you initiate any requests. We reserve the right to approve or disapprove your refund requests depending if we see fit with our policy or a violation against our policy.

 

When will I receive my refund?

A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned your item . All intimate or sanitary goods were not opened or tried on. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.

Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend to contact your credit card provider.

Why are intimate apparels are non exchangeable if opened?

Item are such shapewear, swimming suits, panties are considered a hygienic product. We take hygiene and public safety seriously and do not allow opened item to be returned or exchanged for the safety of all our customers.  

 

CHARGEBACK

For any unjust or failed chargeback cases, you will be charged and held liable for all fees incurred by our legal team and collection agency, including any surcharge we may incur during the process. For any other questions or concerns, contact us: legal@missluxy.com


CONTACT

We typically respond to all requests that are sent between Monday - Sunday EST time within 24 hours - often much sooner.

For specific order questions, please include your order number which you would have received by email.

Please note, if it's a shipping related question please read our Shipping & Delivery page

If it's a refund or exchange related question, please read our Refunds & Exchanges page.

Please be patient and we'll get back to you as soon as possible.

Email us : info@missluxy.com 

CUSTOMER AGREEMENT

Upon ordering from Miss Luxy, you are making a commitment to purchase from us, under the mentioned guidelines and agree to above turn around time-frames. As a customer you are also agreeing to our terms and conditions,privacy policy and returns and exchanges policy

If you have received a fulfillment confirmation, that means your order has been packed and is ready to leave our warehouse, all information will be trackable via the Order Tracking page from our website.

Please note that if your parcel has left our premises, the responsibility of your parcel is then passed onto a third party i.e. USPS, or your local courier company.

Any tracking information, delivery times or lost orders needs to be taken up with the party delivering your item. For information regarding delivery times or tracking your parcel please refer to the tracking information provided.

Thank you, if you have any further concerns contact us at info@missluxy.com