Customer Service
- Shipping & Delivery
- • Order processing time is typically 1 to 2 business days
• USPS Standard takes an average of 3 to 10 business days for deliver. - General Enquiries:
I want to have my order shipped to a P.O. Box or APO/FPO.
Packages sent to a P.O. Box or APO/FPO must be sent via USPS. No exceptions are possible.
My shipping address is different from my billing address.
Identity theft is an ever-growing problem in today's online business world. Lux 12, Inc. tries its best to protect its customers from such troublesome, yet preventable, incidents.
Do you offer gift boxes?
Yes, we offer free gift boxes to come with each purchase. If you would like to recieve a gift box with your order, please make a note of it during check out. The package does not come gift wrapped. - Where can I find my tracking number?
You will receive an email confirmation with your tracking number once your order has been shipped. - Privacy & Security
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At www.lux12.com, we are committed to protecting your privacy. We use the information we collect about you to process orders and provide a more personalized shopping experience.
What information do we collect? How do we use it?:- Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable, www.lux12.com will cover the entire liability, up to the full $50.00. www.lux12.com will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made at www.lux12.com while using the secure server.
- In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.
- When you order, we need to know your name, e-mail address, mailing address, credit card number, and expiration date. This allows us to process your order and to notify you of your order status.
- When you sign up for our Personal Notification Services, we need only an e-mail address, which we use to send the information you requested.
- We may also use the information we collect to occasionally notify you about important changes to our website, new services, and special offers we think you'll find valuable. If you would rather not receive this information, just e-mail us at info@lux12.com. Make sure to notify us for each account or e-mail address you have left with us.
- When you order, we need to know your name, e-mail address, mailing address, credit card number, and expiration date. This allows us to process your order and to notify you of your order status.
What Are Cookies?
"Cookies" are small pieces of information that are stored by your browser on your computer's hard drive. Cookies do not contain any identifying information, but they do enable us to store items in your shopping cart between visits. Most Web browsers automatically accept cookies, but you can usually change your browser preferences to prevent this. Even without a cookie, you can still use all of the features in our store, including placing items in your shopping cart and purchasing them.
Will Lux 12, Inc. disclose the information it collects to outside parties?
Lux12, Inc. does not sell, trade, or rent your personal information to others.
In Summary:
We are committed to protecting your privacy. We use the information we collect on the site to make shopping at www.lux12.com as simple as possible, and to enhance your overall shopping experience. We do not sell, trade, or rent your personal information to others.
Your Consent:
By using our website, you consent to the collection and use of this information by www.lux12.com. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.
Tell us what you think:
Lux12, Inc. welcomes your questions and comments about privacy. Please send e-mail to info@lux12.com - Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable, www.lux12.com will cover the entire liability, up to the full $50.00. www.lux12.com will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made at www.lux12.com while using the secure server.
- Returns & Replacements
- 7-Day Hassle-Free Return Policy
We hope for our customers to have a great online experience when shopping at Lux12 Online. We are confident in our products and wish for nothing more than for you to find your perfect must-have Nicole Lee item. We do not want our customers to come away dissatisfied with their purchase, which is why we have a hassle-free 7-day return policy.
In order to be eligible to make a return for refund or exchange, you must contact us within 7 days of delivery. The item you are interested in returning must be in brand-new condition with all tags attached and unmarked, with the original box and packaging. -
Just follow these easy steps for a free return!
1. Download the Return Authorization form here.
2. Complete the form and take two photographs of the damaged/defective item, one showing the entire item and one close-up of the damaged/defective part.
3. Send the form and photographs to support@lux12.com or fax it to (213) 867-6255.
4. You will receive a RA number via email within 24 hours.
5. Write your RA number and ATTN: Online Dept. on the box.
6. We will process your return for refund or exchane once we receive your package.
Return Request Form
General Enquiries:
An item I received is defective or damaged. What do I do?
Please contact us within 7 days of delivery. We will do our best to replace or repair the item as soon as possible.
An item I want to return is a Clearance Sale item.
Clearance Sale items are not eligible for a return as they are sold as already worn with minor imperfections.
What happens once you receive my return package?
For refunds: You will receive a refund for the price of the item and any taxes you may have paid. You will not be refunded for the original shipping fee.
For exchanges: We will keep in contact with you to ensure that you receive an equivalent in-stock exchange item of your choice.
How long does the returns process take?
Please allow for a total 7 to 14 business days for your return to be processed for refund or exchange. You will be notified via email to the address listed on your account when your return has been processed.
I returned an item without getting authorization. What happens now?
There is no method of keeping track of a return without a RA number. Returns without prior return authorization may be refused, discarded, or lost without notice.