FAQS

1. How long does it take to process my order?

  • Orders can take approximately 5-9 business days for all domestic orders to be processed and shipped (weekends are not included). PRE-ORDERS can take up to a month, Custom designed items can take up to a month. Once an order is placed it can not be canceled.

2. Can I order by phone?

 

  • Unfortunately, we do not process any orders by phone. All orders must be placed directly on our online website.

3. How do I decide what size to choose?

  • Click on the size chart button at the bottom of our site for correct sizing.

4. What payment methods does LUX RUNWAY accept?

 We accept the following forms of payment:

  • Visa

  • MasterCard

  • American Express

  • Discover

5. Does shipping/delivery really take 5-9 business days? What if I want my order sooner?

 

  • USPS time frame for delivery in Houston or Texas is approximately 2 business days, but we DO NOT guarantee 2-DAY delivery.

  • USPS time frame for delivery in the United States is approximately 4 business days, but we DO NOT guarantee earlier delivery beyond 5-7 business days.

  • We apologize, as we do not offer express shipping at this time. However, should your order exceed the amount of $100, it will be shipped via complimentary priority mail. We will do our best to ship your package to you as soon as possible.

6. How can I track my order?

 

  • You can track your order by visiting www.USPS.com

  • Enter your tracking number in the search field (Please be advised: a tracking number is only sent to your email address once we have prepared your package for shipment and delivery).

  • Please allow 24-36 hours for your tracking information to be updated on the www.USPS.com site from the time you receive your tracking information email from our team.   

7.  I haven’t received my package, what should I do?

 

  • Should you not receive your package, please contact our team at Luxrbcustomercare@Gmail.com to assist you in locating your order.   

8. I Have a Return What Do I do?
Returns are accepted 7 days from the day the order is received.
Once items are received in its original condition an exchange or store credit is issued only.

    9. What is your shipping policy for INTERNATIONAL ORDERS?

    • International Shipping Fees: Canada & Puerto Rico $35.00 USD

    • International Shipping Fees: All Other Countries $35.00 USD
    • International delivery time frame is approximately 10-25 business days (Holidays & Weekends Excluded).

    • All International Orders are Final Sale.

    International Taxes & Duties: All applicable custom fees, taxes and duties are the responsibility of the customer. Custom authorities require that we state the value of your order directly on your package. It is at the sole discretion of custom agents to release your package. Note, in particular occasions, custom agents may delay delivery of some packages.

    10. How do I track my INTERNATIONAL ORDER?

     

    • Once your package has left the U.S you are unable to track the package. The last tracking information you will be updated with is a sorting facility within the U.S. This is an indication that your package is with the Customs Department in your country

    11. I haven’t received my INTERNATIONAL ORDER, what do I do?

     

    • If the 25 business days has past, please contact our team at luxrbcustomercare@gmail.com

    • All orders placed within 25 business days, we ask for your patience as your package is on its way to you.

     

    • I need to cancel my order what do I do? 
    • Since we do our best to ensure you will receive your package as promptly as possible, we are unable to cancel or make any changes to your order once it has been successfully placed.

    12. How can I contact Lux Runway Customer Service?

    •  Email us! We love hearing from our customers! Our Customer Service Team is available to answer any questions and inquiries you may have via email Monday-Friday (8am-5pm) PST. Please allow up to 48 hours (not including weekends) for a response.

    • Emailing about an Order – Please included Order Number (if available), First and Last Name provided to place order, and email address used to place order.

    • Emailing about a Return/Exchange- Please include Tracking Number for return package, Order Number, First and Last Name and Email Address used to place order.

    13.   How do I apply a Discount Code toward my order?

    To apply a discount code to your order, you must first add items into your cart. Once you add items to your cart, click on "View Shopping Cart". This will lead you to a new window where you will find the Discount Code box. Type the Discount Code here, then click on "Apply". Once this is complete, you may then proceed with successfully placing your order and checkout.

     

    14.   Can I make any changes to my order after it's been successfully placed?

    Since we do our best to ship packages as promptly as possible, we are unable to make any changes to your order once it has been successfully placed and processed.