Returns/Exchanges & 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 contact our customer service team at info@luxlampshades.com or (704) 376-6213 with your order number and reason for return.
    • Please pack the item securely and include the original order number inside the package.
    • Ship the item to: Lux Lampshades 1003 B Louise Avenue Charlotte, NC 28211. You are responsible for the return shipping costs unless the item is damaged or defective.
  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 contact our customer service team at info@luxlampshades.com or (704) 376-6213 with your order number and let us know what new item you are wanting.
    • We will let you know if additional freight charges are due when we process your exchange.
    • Please pack the item securely and include the original order number inside the package. 
    • Ship the item to: Lux Lampshades 1003 B Louise Avenue Charlotte, NC 28211. You are responsible for the return shipping costs unless the item is damaged or defective.
    • Once we receive your original item, we will ship your new item to you.

Damaged or Defective Items

  1. Reporting
    • If your item arrives damaged or defective, please contact us within 7 days of delivery at info@luxlampshades.com or (704) 376-6213 with your order number, a description of the issue, and photos of the damaged or defective item and photos of the box used for delivery.
  2. Resolution
    • We will review your claim and, if approved, we will arrange for a replacement item to be sent to you at no additional cost or provide a full refund, including any shipping charges.

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 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 initial notification, 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!