FAQs

At Hiluxe, we strive to deliver a seamless and stress free process. We go through a three step quality assurance process to ensure all orders arrive complete and undamaged. All our of products are of quality material and we store them in a smoke free and pet free environment.

Can I buy your vendor? Do you wholesale?

We are delighted that you are interested in our products however, we do not sell our vendor or offer wholesale at this time. If we decide to offer these services in the future, you can be notified by signing up for our Luxe or VIP Club.

Can I change, edit, modify, or cancel my order?

Here at ShopHiluxe, we strive to get orders processed and shipped as soon as possible. When you place an order, the items becomes unavailable to other customers immediately. After an order is placed, we can not change/edit/modify/cancel the order. No returns or exchanges are allowed once you place your order.

 When will you restock?

 If you want to be the first to know about new drops and restocks, sign up for our Luxe Club and VIP Club. You can also follow our Instagram @shophiluxe to see release dates and restocks.

When will my order ship?

All orders are processed and shipped out within 5 business days. Weekends are not included. Our shipping policy can be viewed here.

ORDERS PLACED ON	WILL SHIP BY
Monday	Thursday
Tuesday	Friday
Wednesday	The following Monday
Thursday	The following Tuesday
Friday, Saturday, or Sunday	The following Wednesday

When will I receive my order?

We will send you a email when your order ships. After your order processes and ships, you will receive your order within 3 to 5 business days, usually sooner. Please note that the couriers experience delays sometimes although rare.

Do you offer expedited shipping?

We would be delighted to get your order to you as soon as possible. If you would like expedited shipping, please email us at shipping@shophiluxe.com before placing your order.

My package says it was delivered but I didn't receive it. What should I do?

We are sorry that your package has been misplaced. Once we hand the package off to the mail carrier, we are no longer responsible for the package. If your package it is lost, you must file a claim with the postal carrier. Unfortunately, we do not file claims on behalf of our customers. Packages include up to $100 in insurance coverage. We recommend purchasing additional insurance through Route if your package is worth more than $100. More information can be found here.

Do you accept returns or exchanges?

No, we do not accept returns or exchanges. ALL SALES ARE FINAL. Our refund policy can be viewed here.

I received a damaged or incorrect item. What should I do?

We are extremely sorry about the inconvenience. Please send your order number along with a picture of the packaging and item to returns@shophiluxe.com. Returns for damaged or incorrect items must be initiated within 24 hours of delivery. After this time frame, we will no longer be held liable or accept your return. If we choose to accept your return, your item must be dropped off to USPS within 3 business days of receiving your return label. If your return is not dropped off by that deadline, YOUR RETURN WILL NOT BE ACCEPTED BY US. Once we receive your return, you will be issued a store credit within 5 business days. More information can be found here.

I ordered the wrong size. Can I exchange it?

We do not accept returns or exchanges unless there was a mistake made on our part. If you are unsure about what size you need, we suggest you look at the size chart located on the footer of the page or email us for clarification at info@shophiluxe.com.

How should I wash the clothes?

To keep clothes in pristine condition, we suggest getting the clothes dry cleaned. The clothes can also be machine washed. If you wash them in a machine, use cold water only and hang the clothes to dry. Do not dry the clothes in a dryer. Clothes should be steam pressed on ironed on extremely low heat.

How should I clean the handbag?

Handbags should be cleaned using a slightly wet towel.