Frequently Asked Questions
Find answers to the most common questions about shopping at LUXE. Can't find what you're looking for? Our customer care team is always ready to help.
Orders & Payment
How do I place an order?
Shopping at LUXE is simple:
- Browse our collection and add items to your cart
- Click on the cart icon and proceed to checkout
- Log in or sign up for a LUXE account
- Enter your shipping address and contact details
- Choose your payment method and complete the purchase
- You'll receive an order confirmation via email
What payment methods do you accept?
We accept multiple secure payment options:
- Credit Cards (Visa, Mastercard, American Express, RuPay)
- Debit Cards (all major banks)
- Net Banking
- UPI (Google Pay, PhonePe, Paytm, etc.)
- Digital Wallets (Paytm, Mobikwik, Amazon Pay)
- Cash on Delivery (COD) - Available for orders up to ₹15,000
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption and our payment gateway is PCI-DSS compliant. We never store your complete card details on our servers. All transactions are processed through secure, trusted payment partners.
Can I modify or cancel my order after placing it?
Orders can be cancelled or modified within 24 hours of placement if they haven't been dispatched. Contact our customer care immediately with your order number. Once shipped, you can return the item following our Returns Policy.
Will I receive an invoice with my order?
Yes, every order includes a detailed tax invoice. You'll also receive a digital copy via email after your order is confirmed. For GST invoices, ensure your GSTIN is entered correctly at checkout.
Can I use multiple discount codes on one order?
Only one discount code can be applied per order. The code offering the maximum discount will be automatically applied at checkout.
Shipping & Delivery
How long will it take to receive my order?
Delivery timelines vary by location:
- Metro cities: 3-5 business days
- Other cities: 5-10 business days
- Custom orders: 10-17 business days
Visit our Shipping Policy for detailed information.
Do you offer express delivery?
Yes, express delivery is available for metro cities at ₹249. Your order will be delivered within 2-3 business days. This option is shown at checkout if available for your location.
Do you ship internationally?
Yes, we ship to over 50 countries worldwide including USA, UK, Canada, Australia, UAE, and more. International shipping costs and delivery times vary by destination. Customs duties and taxes are the customer's responsibility.
How can I track my order?
Once your order is shipped, you'll receive a tracking number via email and SMS. You can track your order by:
- Logging into your LUXE account and viewing "My Orders"
- Using the tracking link in your shipping confirmation email
- Visiting the courier partner's website with your tracking number
What if I'm not home when my order arrives?
The courier partner will attempt delivery up to 3 times. If you miss all attempts, the package will be held at the nearest courier office for pickup, or you can request redelivery. Alternatively, contact the courier to reschedule delivery.
Returns & Exchanges
What is your return policy?
We accept returns within 7 days of delivery for eligible items. Products must be unworn, unwashed, with original tags attached. Visit our Returns Policy for complete details.
Which items cannot be returned?
The following items are non-returnable:
- Custom-stitched or made-to-measure garments
- Innerwear, blouses, and cholis (hygiene reasons)
- Sale and clearance items marked as final sale
- Items with removed or damaged tags
- Products showing signs of wear or washing
Do you offer exchanges?
We don't currently offer direct exchanges. Please return the original item for a refund and place a new order for your preferred size or color. This ensures faster processing and product availability.
How long does it take to receive my refund?
Once we receive and inspect your return (2-3 business days), refunds are processed within 5-7 business days. The amount will be credited to your original payment method within 5-10 business days depending on your bank.
Who pays for return shipping?
Return shipping costs are the customer's responsibility unless the return is due to our error (wrong item, defective product, or damage). In such cases, we provide a prepaid return label.
Products & Sizing
How do I choose the right size?
We have a comprehensive Size Guide with detailed measurements for all garment types. We recommend taking your measurements and comparing them with our size chart. If you're between sizes, we suggest ordering the larger size for comfort.
Can I get my outfit custom-stitched?
Yes, many of our products offer customization options. Look for the "Custom Stitching Available" tag on product pages. Simply provide your measurements at checkout, and we'll tailor the garment specifically for you. Custom orders take 10-17 business days for delivery.
Are the colors shown online accurate?
We make every effort to display colors accurately. However, slight variations may occur due to screen settings, lighting, and photography. If you're concerned about color matching, please contact our customer care team for additional product images or assistance.
How do I know if an item is in stock?
Product availability is shown on each product page. If a size or color shows "Out of Stock," you can sign up for restock notifications. We'll email you when the item becomes available again.
Can I request detailed photos or videos of a product?
Absolutely! Contact our customer care team with the product link, and we'll be happy to share additional photos, videos, or even arrange a video call to show you the product in detail.
What if the blouse or choli doesn't fit?
For lehengas and sarees with unstitched blouses, we recommend getting them tailored by a local professional. For ready-made blouses, please refer to our size guide carefully. Unfortunately, blouses and cholis cannot be returned due to hygiene reasons.
Care & Maintenance
How should I care for my ethnic wear?
Care instructions vary by fabric and embellishment:
- Silk & Brocade: Dry clean only
- Cotton & Linen: Gentle machine wash or hand wash in cold water
- Embroidered Pieces: Dry clean to preserve embellishments
- Georgette & Chiffon: Hand wash with mild detergent
- Jewelry & Accessories: Store in provided pouches, keep away from moisture
Each product includes specific care instructions on the product page and garment tag.
My garment has wrinkles. How do I remove them?
For delicate fabrics, use a steamer on low heat. For cotton and sturdier fabrics, iron on the reverse side using a pressing cloth. Never iron directly on embroidery or embellishments.
How should I store my ethnic wear?
Store garments in a cool, dry place away from direct sunlight. Use breathable garment bags for embellished pieces. Fold heavy lehengas and sarees with tissue paper between folds to prevent creasing. Store jewelry in airtight containers with silica gel packets.
Account & General
Do I need an account to shop?
While you can browse without an account, creating one offers several benefits:
- Faster checkout process
- Order tracking and history
- Save addresses and payment methods
- Wishlist to save favorite items
- Exclusive member offers and early access to sales
How do I reset my password?
Click "Forgot Password" on the login page, enter your registered email, and you'll receive a password reset link. Follow the instructions in the email to create a new password.
Can I change my delivery address after placing an order?
Address changes are possible only if your order hasn't been dispatched. Contact our customer care immediately with your order number and new address. Once shipped, addresses cannot be modified.
How do I subscribe to your newsletter?
Enter your email address in the newsletter subscription box at the bottom of any page. You'll receive updates on new collections, exclusive offers, and styling tips.
Are there any additional charges apart from the product price?
The product price shown includes all taxes. Shipping charges (if applicable) are shown at checkout based on your location and order value. For international orders, customs duties and taxes may apply.
Do you have a physical store?
LUXE operates primarily online to bring you the best prices and widest selection. However, we occasionally host exclusive preview events in select cities. Follow us on social media or subscribe to our newsletter to stay updated.
Offers & Promotions
How do I use a discount code?
Enter your discount code in the "Promo Code" field at checkout and click "Apply." The discount will be reflected in your order total. Discount codes cannot be combined and are subject to terms and conditions.
When do you have sales?
We run seasonal sales during major festivals like Diwali, Durga Puja, Eid, and wedding seasons. We also have periodic flash sales and exclusive member-only offers. Subscribe to our newsletter for early access.
Can I use a discount code on sale items?
This depends on the specific promotion. Some discount codes are valid on sale items while others apply only to regular-priced products. Check the terms and conditions of each code.
Customer Support
How can I contact customer care?
We're here to help! Reach us through:
- Email: support@luxe.com (24-hour response)
- Phone: +91 XXXXX XXXXX (Mon-Sat, 10 AM - 6 PM IST)
- WhatsApp: +91 XXXXX XXXXX
- Live Chat: Available on our website during business hours
What are your customer care hours?
Our customer care team is available Monday to Saturday, 10 AM to 6 PM IST. Emails sent outside these hours will be responded to on the next business day. WhatsApp messages are typically answered within a few hours.
Still Have Questions?
If you didn't find the answer you were looking for, please don't hesitate to reach out. Our dedicated customer care team is always ready to assist you with any questions, concerns, or special requests.
Contact us today:
- Email: support@luxe.com
- Phone: +91 XXXXX XXXXX
- Live Chat on our website
At LUXE, your satisfaction is our priority. We're committed to making your shopping experience exceptional from browsing to delivery and beyond.