Returns/Exchanges/Damaged Shipment & Custom Shade Production Policies

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.

  • All returned items must arrive at Lux Lampshades undamaged and in sellable condition to be eligible for a refund.

  • Custom or personalized items are not eligible for returns unless they arrive damaged or defective.

2. Return Process

  • To initiate a return, please visit our Returns & Exchanges portal.

  • If you opted in to Checkout+, your return shipping label is included, allowing you to return eligible item(s) in your order at no additional return shipping cost. If you opted out of Checkout+, you may still submit your return through our customer portal; however, you are responsible for all return shipping charges. Return labels should be purchased through our customer portal.

  • Customers are responsible for securely packaging returned items to prevent damage during transit. Lampshades and other fragile items must be adequately protected inside the shipping box and should not be placed loosely inside the box.

  • If you are reusing the original shipping box, please ensure that the box remains structurally sound and provides adequate protection for the item during return transit.

  • Lux Lampshades is not responsible for damage that occurs during return shipping as a result of inadequate packaging or the use of a damaged or structurally compromised shipping box.

  • The provision of a return shipping label, including a label provided through Checkout+, does not guarantee a refund. All returned merchandise is subject to inspection upon arrival.

3. Refunds

  • Once we receive and inspect your returned item, we will process an eligible refund within 5–7 business days.

  • Returned merchandise must arrive undamaged, and in sellable condition to qualify for a refund.

  • Items that arrive damaged as a result of inadequate return packaging may not be eligible for a full refund.

  • 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.

  • Original shipping costs are non-refundable unless the return is due to an item that arrived damaged or defective.

Exchanges

1. Eligibility

  • Exchanges must be requested within 30 days of the delivery date.

  • Returned items must arrive at Lux Lampshades undamaged and in sellable condition to be eligible for an exchange.

  • Custom or personalized items are not eligible for exchanges unless they arrive damaged or defective.

2. Exchange Process

  • To initiate an exchange, please visit our Returns & Exchanges portal.

  • If you opted in to Checkout+, your return shipping label is included, allowing you to return eligible item(s) in your order at no additional return shipping cost. If you opted out of Checkout+, you may still submit your exchange through our customer portal; however, you are responsible for all return shipping charges. Return labels should be purchased through our customer portal.

  • Customers are responsible for securely packaging returned items to prevent damage during transit.

  • If you are reusing the original shipping box, please ensure that the box remains structurally sound and provides adequate protection for the item during return transit.

  • Lux Lampshades is not responsible for damage that occurs during return shipping as a result of inadequate packaging or the use of a damaged or structurally compromised shipping box.

  • Once we receive and inspect your original item and confirm that it meets our exchange requirements, we will proceed with the exchange.

Damaged or Defective Items

Damaged Shipment Policy

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

1. Photographs of the Damaged Item and Shipping 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.

  • Please retain the original box and packaging while your claim is being reviewed.

  • Claims submitted without the required photos of the item, 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 Returns & Exchanges portal.

3. Inspection and Resolution

  • Once we receive your claim and the required documentation, we will review the information and work with you to determine the appropriate resolution, which may include a replacement, credit, or refund.

Important: Damage to the shipping box alone does not necessarily indicate damage to the product inside. Documentation of the product, shipping box, and packaging helps us properly evaluate the claim and, when applicable, file a claim with the shipping carrier.

Customer's Own Material (COM) Policy

Customer's Own Material (COM), including customer-supplied fabric, wallpaper, trim, or other materials intended for a custom order, should only be shipped to Lux Lampshades after an active order has been placed.

Active Order Required

  • Customers must have an active Lux Lampshades order before sending COM or other customer-supplied materials to our facility.

  • Please clearly include the customer name and Lux Lampshades order number with all materials sent to us so that the shipment can be properly identified and matched to the correct order.

  • Materials sent without an active order number or sufficient identifying information may not be identifiable or able to be matched to a customer or project.

  • Lux Lampshades is not responsible for materials sent to our facility without an active order or sufficient information to identify and match the materials to an existing order.

Receipt of Customer-Supplied Materials

  • Lux Lampshades is not responsible for COM until the materials have been received, identified, and acknowledged by our team.

  • Carrier tracking showing that a shipment was delivered to our address does not, by itself, constitute confirmation that the material has been received, identified, and matched to an order.

  • Customers should retain their tracking information until Lux Lampshades has confirmed receipt and identification of the materials.

Shipping and Weekend Deliveries

  • Please do not schedule COM or other customer-supplied materials for Saturday or Sunday delivery. Our facility does not accept weekend deliveries.

  • Customers are responsible for selecting a shipping method that provides delivery during our normal receiving days.

  • Lux Lampshades is not responsible for failed delivery attempts, delays, loss, damage, or other issues resulting from materials being scheduled for weekend delivery.

Unclaimed or Unused Materials

  • Lux Lampshades is not responsible for COM materials left unclaimed or unused after 45 days from receipt.

  • After this period, materials may be discarded or otherwise handled at our discretion.

Policy for Custom Lamp Shades: Order Information, Materials, and Production

At Lux Lampshades, we aim to provide high-quality custom-made lamp shades tailored to your specifications. To accurately produce your custom order, all required information, materials, and approvals must be received before production can begin.

Required Information for Custom Orders

Depending on your order, we may require:

  • Dimensions, including Top, Bottom, and Slant/Height

  • Shape and style

  • Fabric or material selection

  • Color or pattern selection

  • Fitter type, size, drop/recess, and finish, when applicable

  • Wire color and specifications

  • Customer-supplied fabric, wallpaper, trim, or other materials

  • CAD approval, when applicable

  • Any additional customization details, including trim or embellishments

Incomplete Custom Order Information

1. Notification of Missing Details

  • If your order is submitted without all necessary information, materials, or approvals, we will contact you using the email address or phone number provided with your order.

  • You will receive a notification outlining the missing information or materials required before we can proceed.

2. Response Time

  • Please provide the requested information within 7 business days of our notification.

  • If we do not receive a response within this timeframe, we may send a follow-up reminder.

3. Production Start Date

  • Custom orders will not enter production until all required information, materials, and approvals have been received, identified, and confirmed by Lux Lampshades.

  • This may include COM fabric, wallpaper, trim, measurements, fitter specifications, CAD approval, or any other materials or information necessary to manufacture the order.

  • The production lead time begins only after all required materials, specifications, and approvals have been received and confirmed.

  • The production timeline does not begin from the original order or payment date when required materials, information, or approvals remain outstanding.

  • Any production or delivery timeline provided before all required materials and information have been received is an estimate and is subject to change.

4. Production Lead Times and Delays

  • Production lead times provided for custom and made-to-order items are estimates and are not guaranteed completion, shipping, or delivery dates.

  • Because each custom item is made to order, production times may vary depending on the specifications of the order, material availability, production requirements, order volume, holidays, quality control, and other circumstances that may affect manufacturing.

  • Our typical production estimate for many custom orders is 8–10 weeks after all required materials, information, and approvals have been received, identified, and confirmed. Certain products, services, or projects may have different estimated lead times.

  • Occasionally, production may extend beyond the estimated timeframe. Lux Lampshades will make reasonable efforts to provide updates when delays occur; however, an estimated production timeframe should not be considered a guaranteed completion, shipping, or delivery date.

  • Once a custom or personalized order has entered production, it cannot be cancelled or refunded solely because production extends beyond the original estimated lead time.

  • Custom and personalized items remain non-returnable and non-refundable except where otherwise stated in this policy, including when an item arrives damaged or defective.

  • If a specific completion or delivery date is important to your project, please contact us before placing your order so we can advise whether the requested timeline may be feasible.

  • Requested completion, installation, shipping, or delivery dates are not guaranteed unless expressly confirmed by Lux Lampshades in writing.

5. Customer-Requested Production Holds

  • If a customer requests that Lux Lampshades delay or hold production, the order will remain on hold until the customer provides authorization to proceed.

  • Production timelines will resume based on the date Lux Lampshades receives authorization to continue and the production schedule available at that time.

  • Any estimated completion or delivery date provided before the customer-requested hold may no longer apply once production resumes.

  • Lux Lampshades cannot guarantee an originally requested completion or delivery date following a customer-requested production hold.

  • A customer-requested hold does not automatically qualify an order for rush or expedited production once the hold is released.

  • If an accelerated timeline is requested after production resumes, rush or expedited service will be subject to availability and any applicable additional fees.

6. Order Hold and Store Credit Issuance

  • If we do not receive the necessary information, materials, or approvals within 30 business days of the order, the order may be placed on hold.

  • No refunds will be provided for custom orders after 30 days due to inaccurate, incomplete, or missing information or materials required from the customer.

  • After 30 days of inactivity due to incomplete information, a store credit equivalent to the amount of the original purchase may be issued. This store credit is valid for 12 months.

7. Using Store Credit

  • Store credit may be used toward future purchases at Lux Lampshades and may be applied to both custom and stock items.

  • Store credit is valid for 12 months from the date it is issued.

  • After 12 months, the original order may be cancelled, and no refund or additional store credit will be provided.

  • To use your store credit within the applicable period, please contact our customer service team at info@luxlampshades.com.

Resubmitting Information or Materials

  • If you provide the missing information or materials after your order has been placed on hold but before cancellation, we can resume processing your order.

  • The applicable production lead time will begin or resume based on when all outstanding information, materials, and approvals have been received and confirmed.

  • Resuming an order does not guarantee the original estimated completion or delivery date.

  • If your order has been cancelled due to 12 months of inactivity, a new order will need to be placed.

Contact Us

For questions or concerns regarding our policies, please contact us:

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 providing you with the best possible experience. Thank you for shopping with Lux Lampshades!