Returns/Exchanges/Damaged Shipment & Custom Shade Production Policies

Return and Exchange Policy

At Lux Lampshades, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward return and exchange policy to ensure your experience with us is as positive as possible.

Returns

  1. Eligibility
    • Returns must be initiated within 30 days of the delivery date.
    • Items must be unused, unassembled, and in the original packaging with all tags attached.
    • Custom or personalized items are not eligible for returns unless they arrive damaged or defective.
  2. Process
    • To initiate a return, please click here.

    • If you opted-in to Checkout+, your return shipping label is included, allowing you to return any item(s) in your order for free. If you opted out of Checkout+, no worries. You are still able to submit your return through our portal. However, you are responsible for all return shipping charges. Return labels should be purchased through our customer portal. 

    • Please pack the item securely and use the provided return shipping label.

  3. Refunds
    • Once we receive and inspect your returned item, we will process your refund within 5-7 business days.
    • Refunds will be issued to the original payment method. Please note that it may take additional time for the credit to appear on your account statement, depending on your bank or credit card issuer.
    • Shipping costs are non-refundable unless the return is due to a damaged or defective item.

Exchanges

  1. Eligibility
    • Exchanges must be requested within 30 days of the delivery date.
    • Items must be unused, unassembled, and in the original packaging with all tags attached.
    • Custom or personalized items are not eligible for exchanges unless they arrive damaged or defective.
  2. Process
    • To initiate an exchange, please click here.

    • If you opted-in to Checkout+, your return shipping label is included, allowing you to return any item(s) in your order for free. If you opted out of Checkout+, no worries. You are still able to submit your return through our portal. However, you are responsible for all return shipping charges. Return labels should be purchased through our customer portal.

    • Please pack the item securely and use the provided return shipping label.

    • Once we receive your original item, we will ship your new item to you.

Damaged or Defective Items

  1. Damaged Shipment Policy

    At Lux Lampshades, we take great care in packaging your order to ensure it arrives safely. However, in the rare event that your shipment is damaged in transit, we require the following to process a claim:

    1. Photographs of the Damaged Item and Box:

      • You must provide photos of both the damaged lampshade (or product) and the exterior of the shipping box, including any visible damage to the box, shipping labels, and packaging materials.

      • Claims submitted without images of the box and packaging may be denied.

    2. Notification Timeline:

      • Damage must be reported to us within 5 business days of delivery.

      • Please submit your photos and a description of the damage by filing a claim through our customer portal.

    3. Inspection and Resolution:

      • Once we receive your claim with the required documentation, we will review it and work with you to offer a replacement, credit, or refund as appropriate.

    Important:
    Damage to packaging alone does not always indicate damage to the product inside. We require evidence of both to appropriately file claims with our shipping carriers and to expedite your resolution.

Customer's Own Material (COM) Policy

Lux Lampshades is not responsible for any Customer's Own Material (COM) sent to us until we have taken possession and acknowledged receipt of the materials. Simply shipping goods to us and providing tracking information that indicates delivery to our warehouse does not constitute possession.

Additionally, Lux Lampshades is not responsible for any COM materials left unclaimed or unused after 45 days from receipt. After this period, materials may be discarded or otherwise handled at our discretion.

For confirmation of receipt and to ensure proper handling of your materials, please contact us upon shipment.

Policy for Custom Lamp Shades: Incomplete Order Information

At Lux Lampshades, we aim to provide you with the highest quality custom-made lamp shades, tailored to your specific requirements. To ensure the accuracy and satisfaction of your custom order, it is essential that we receive all necessary details from you in a timely manner. This policy outlines the steps we will take if the required information is not provided.

Required Information for Custom Orders

To create your custom lamp shade, we need the following details:

  • Dimensions (Top, Bottom, and Slant)
  • Shape and style preferences
  • Fabric or material choice
  • Color or pattern selection
  • Wire color and specifications
  • Any additional customization requests (e.g., trim, embellishments)

Incomplete Custom Order Information Policy

  1. Notification of Missing Details
    • If your order is submitted without all necessary information, we will contact you via the email address or phone number provided at checkout.
    • You will receive a notification outlining the missing details required to proceed with your order.
  2. Response Time
    • You must respond with the required information within 7 business days of our notification.
    • If we do not receive a response within this timeframe, we will send a follow-up reminder.
  3. Order Hold and Store Credit Issuance
    • If we do not receive the necessary information within 30 business days of the order, your order will be placed on hold.
    • No refunds will be provided for custom orders after 30 days due to inaccurate or incomplete information provided by the customer.
    • After 30 days of inactivity due to incomplete information, a store credit equivalent to the amount of your original purchase will be issued. This store credit is valid for 12 months.
  4. Using Store Credit
    • The store credit can be used for any future purchases at Lux Lampshades and can be applied to both custom and stock items.
    • Store credit expires within 12 months from the date of purchase.
    • After 12 months, your order will be cancelled, and no refund or store credit will be allowed.
  • To use your store credit within 12 months, please contact our customer service team for assistance; info@luxlampshades.com

Resubmitting Information

  • If you provide the missing details after your order has been placed on hold but before cancellation, we will resume processing your order immediately.
  • If your order has been canceled due to inactivity for 12 months, you will need to place a new order.

Contact Us

For any questions or concerns about our return and exchange policy, please contact us at:

  • Email: info@luxlampshades.com
  • Phone: (704) 376-6213
  • Address: Lux Lampshades 1003 B Louise Avenue Charlotte, NC 28205

We appreciate your business and are committed to ensuring your satisfaction with every purchase. Thank you for shopping with Lux Lampshades!