FAQ

Frequently Asked Questions (FAQ)

Welcome to the Luxe Intimates Co. FAQ page! Here, you'll find answers to some of the most common questions we receive from our customers. If you can't find the information you're looking for, feel free to contact us directly.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and Shop Pay. Your payment is securely processed through Shopify's trusted payment platform.

What is your shipping policy?

  • Order Cutoff Time: 5:00 PM (Mountain Standard Time, MST)
  • Order Handling Time: 1-2 Business Days (Monday - Friday)
  • Delivery Time: Typically 3-5 Business Days (Monday - Friday)
  • Shipping Carriers: We use trusted carriers, including USPS, FedEx, UPS, and DHL, to ensure timely delivery
  • Shipping Locations: We currently ship within the United States only
  • Shipping Costs: We offer free shipping on all orders over $50

How can I track my order?

Once your order ships, you will receive a shipping confirmation email with tracking information. You can track your package directly through the carrier's website using the provided tracking number.

What should I do if my package is lost?

If your package is marked as delivered but you have not received it, please:

  • Verify the shipping address
  • Check all possible delivery locations (porch, mailbox, building office, neighbors, etc.)
  • Contact the carrier with your tracking number for further assistance

If the package is declared lost, please email us at help@luxeintimatesco.shop with your order number, and we will assist you with a replacement or refund.

How long will it take to receive my order?

  • Order Handling Time: 1-2 Business Days (Monday - Friday)
  • Delivery Time: Typically 3-5 Business Days (Monday - Friday)

You can expect your order to arrive within 3-5 business days after shipment. Once your order is on its way, we will send you a tracking number.

Do you ship internationally?

Currently, Luxe Intimates Co. only ships within the United States. We do not offer international shipping at this time.

What do I do if I received a defective or incorrect item?

If you received a defective, damaged, or incorrect item, please contact us within 7 days of delivery. We will either issue a replacement or a full refund. Please include a photo of the item when contacting us at help@luxeintimatesco.shop.

Can I return a product?

Yes, we offer returns within 30 days of delivery. For hygiene and safety reasons, intimate apparel must be unworn with original tags attached and in original packaging. Hosiery and tights must be in unopened packaging. Please contact our customer support team at help@luxeintimatesco.shop to initiate the return process.

Who pays for return shipping?

Return shipping is the customer's responsibility, unless the return is due to an error on our part (e.g., defective or incorrect item).

How long does it take to process a refund?

Once we receive and verify your return, we will process your refund within 5-7 business days using the same payment method you used for your purchase.

What should I do if I haven't received my tracking number yet?

Orders are generally shipped within 1-2 business days. After your order ships, tracking numbers may take 1-2 business days to be sent out. Please check your spam or junk folder for the confirmation email if it has been longer than expected.

Why is my tracking number showing as invalid?

Sometimes, a tracking number may show as invalid before the package has been scanned into the system. Try checking the tracking status after a few hours or the next business day. You can track your package directly through the carrier's website.

Can I modify or cancel my order?

Orders can only be modified or canceled within 24 hours of placement, as long as they have not yet been processed or shipped. Please contact us at help@luxeintimatesco.shop or call us at (480) 907-6100 for assistance.

How do you handle customer privacy?

We respect your privacy and are committed to protecting your personal information. For more details on how your personal data is collected, used, and safeguarded, please refer to our Privacy Policy.

Is my package shipped discreetly?

Absolutely. All orders are shipped in plain, unmarked packaging to protect your privacy.

How do I find my size?

Please refer to our Size Guide page for detailed measurement instructions and size charts for bras, lingerie, and hosiery.

Are your products authentic?

Yes! We work directly with trusted brands and authorized distributors to ensure all products are 100% authentic.

How can I contact customer support?

For any inquiries or assistance, you can reach our customer support team:

Luxe Intimates Co.
Email: help@luxeintimatesco.shop
Phone: (480) 907-6100

Billing Address:
2915 W Mercer Ln
Phoenix, Arizona 85029
United States

Operating Hours:
Monday – Friday: 9:00 AM – 5:00 PM (MST)
Saturday & Sunday: Closed

If you have any other questions, feel free to reach out! We're here to help and ensure your shopping experience with Luxe Intimates Co. is as smooth as possible.