Frequently Asked Questions (FAQs)
Welcome to the J-Lux Label help center. Here you’ll find answers to the most common questions about shopping with us, our products, and our policies.
Orders & Payment
Q: How do I place an order on your website?
A: Simply browse our collection, select your desired items and sizes, and add them to your cart. Proceed to checkout to enter your shipping details and payment information. You will receive an order confirmation email once your purchase is complete.
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as secure payments through PayPal.
Q: How can I check the status of my order?
A: You can check the status of your order at any time by logging into your account on our website and viewing your order history. Once your order ships, you will receive a shipping confirmation email containing your tracking number and a link to follow your package’s journey.
Q: Can I modify or cancel my order after placing it?
A: We strive to process orders quickly. If you need to make a change or cancel your order, please contact our customer service team immediately. We can only modify or cancel an order if the request is received before it has entered the processing and packing stage.
Shipping & Delivery
Q: Where do you ship?
A: We are proud to offer worldwide shipping to most countries.
Q: What are my shipping options and when will my order arrive?
A: We offer several shipping options at checkout, including Standard and Express services. The estimated delivery timeframe for each option will be calculated and displayed based on your location.
Q: Do you offer free shipping?
A: We periodically offer free shipping promotions. Any current offers will be clearly advertised on our website and applied automatically at checkout if eligible.
Q: Who will deliver my order, and can I track it?
A: We partner with reliable global and local carriers, such as DHL, USPS, and FedEx, depending on your destination. Yes, all orders are fully trackable. You will receive a tracking link via email as soon as your order leaves our warehouse.
Returns, Exchanges & Refunds
Q: What is your return policy?
A: We want you to be completely satisfied. You may return most unused, unwashed items with original tags attached within 30 days of delivery for a full refund to your original payment method. Please see our full Return Policy page for detailed instructions and any exceptions, such as final sale items.
Q: How do I start a return or exchange?
A: For a streamlined process, please initiate all returns and exchanges through the portal on our website. Log into your account, find your order, and follow the steps to generate a Return Authorization and a prepaid return label if applicable.
Q: How long does it take to receive my refund?
A: Once we receive your returned item at our warehouse, please allow 5-10 business days for inspection and processing. After the refund is issued, it may take an additional 5-10 business days for the funds to appear in your account, depending on your bank or card issuer.
Q: What if I receive a damaged or incorrect item?
A: We sincerely apologize for any error. Please contact our customer service team within 7 days of delivery with your order number and photos of the item and packaging. We will arrange a prepaid return label and expedite a replacement or refund to you immediately.
Products & Sizing
Q: How do I find the right size for me?
A: We provide a detailed size chart for each product on its respective product page. Please refer to these measurements and compare them to a garment you own and love for the best fit. We recommend reviewing this chart carefully before ordering.
Q: Are your products true to size?
A: Our products are designed to fit as described on our size charts. Customer reviews can also be a helpful resource to see how an item fit others. If you are between sizes or prefer a specific fit (e.g., oversized), we often suggest sizing up or down accordingly in the product description.
Q: How should I care for my J-Lux Label items?
A: Care instructions are listed on the label inside each garment. We generally recommend gentle washing in cold water and laying flat or hanging to dry to maintain the quality, color, and shape of your items for as long as possible.
Q: Do you restock sold-out items?
A: We do our best to restock popular styles, but availability is not guaranteed. You can sign up for back-in-stock notifications on the product page of any sold-out item you love.
Account & Website
Q: How do I create an account?
A: You can create an account during checkout or by selecting “Create Account” in the website header. Having an account allows you to track orders, save your shipping details, and create a wishlist.
Q: I forgot my password. How can I reset it?
A: On the login page, click “Forgot your password?” and enter the email address associated with your account. You will receive an email with a link to securely reset your password.
Q: Is shopping on your website secure?
A: Absolutely. We use industry-standard SSL (Secure Sockets Layer) encryption technology to protect all your personal and payment information during transmission. Your data security is our top priority.
Promotions & Discounts
Q: How can I get a discount on my first order?
A: Subscribe to our newsletter! New subscribers often receive a welcome offer for their first purchase. You can sign up at the bottom of our homepage.
Q: Where do I enter a promo code at checkout?
A: During the checkout process, you will see a field labeled “Discount Code” or “Promo Code.” Enter your code there and click “Apply” to see the discount deducted from your order total.
We hope this FAQ has been helpful. If you cannot find the answer you are looking for, please do not hesitate to reach out to our dedicated customer service team for further assistance.