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FREQUENTLY ASKED QUESTIONS

 1. I’m having technical difficulties using the website, what can I do?
Please contact our Customer Experience Centre at (888) 546-4687. and we will help walk you through the website and assist you with any difficulties you may be having.

2. My payment isn’t going through online, what do I do?
Please double check that the billing address you provided matches the billing address of the credit card you are using to make your purchase. If this does not resolve the issue and you continue to experience difficulties with your payment being accepted online, please contact our Customer Experience Centre at (888) 546-4687. to place your order over the phone.

3. Do you offer backorders?
In an attempt to keep all our styles fresh and in season we do not offer backorders for any items on eLUXE.ca.

4. How do I unsubscribe from your mailing list?
You can unsubscribe from our mailing list by clicking on the “Unsubscribe” link at the bottom of any email you receive from eLUXE.ca.

5. My contact information has changed - how do I update my account?
Once you have logged into your account you will see an “Edit my account” tab. From there you will be able to change your contact information, billing information and shipping information.

6. How do I use my promo code?
You can enter your eLUXE promo code at checkout in the appropriate field.

7. Do you have a size chart available online?
Yes, you can view our size chart on any product page. Simply click on the Size Chart link to the right of the size field.

8. I’m not sure how an item will fit; can you provide me with more details?
Please refer to our size and fit tabs available on any product page on our website. If you’re still unsure about a product, please feel free to call our Customer Experience Centre at (888) 546-4687. or email our Personal Shopper at styleme@eluxe.ca, and we will be happy to answer any questions you may have.

9. I bought an item that went on sale and/or on promotion after I purchased it.  What is your price adjustment policy?
We are happy to offer a price adjustment on items purchased at regular price for up to 7 days from the date of the original purchase. All approved price adjustments will be credited to your eLUXE account in the form of a store credit.

We are unable to offer a price adjustment on items originally purchased in a sale, marked down or part of any special promotion/coupon. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked-down or a go on promotion.

 

PRICING ERRORS:

Pricing errors may occur on the site. We reserve the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from eLUXE.

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RETURNS

1. I would like to return an item, what do I do?
Please see our Returns section for full instructions on how to make a return. 

2. I accidentally ripped off the tags on my item and would like to return it. What do I do?
Please call our Customer Experience Centre at (888) 546-4687. or email us at customer_experience@eLUXE.CA and we will be happy to assist you.

3. I received a defective item and now it’s sold out on your site. I want it, what do I do?
At eLUXE we aim to keep all of our styles fresh and new. In order to maintain our current inventory we can’t guarantee that we will be able to find the item for you, but please call our Customer Experience Centre and we will do the best we can to fix the problem.

4. I missed my 14-day return window and want to return an item, what are my options?
At eLUXE we know that sometimes things happen and you just can’t make a deadline. Please call our Customer Experience Centre at (888) 546-4687. or email us at customer_experience@eLUXE.CA and we will do our best to assist you.

5. I returned an item and would like to know how long it will take until my account is credited?
Once the returned item is received and processed by our warehouse, it typically takes between 2-10 business days for your credit card to be refunded, depending on your credit card.

6. eLUXE sent me the wrong item, what do I do?
Please contact our Customer Experience Centre at (888) 546-4687. or email us at customer_experience@eluxe.ca, and we will be happy to return the item for you and send you the right product as soon as possible!

7. What's eligible for return or exchange?
You may return or exchange any item that's in its original condition.

  • Merchandise must not be worn, altered or washed.
  • Merchandise must have its eLUXE and designer tags still attached. Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.
  • Footwear must include the original shoebox. Damages to, or omission of, this box may result in a surcharge.
  • For the benefit of our customers, we do not accept returns or exchanges on any swimwear, intimates, beauty/cosmetic products, or items marked as final sale items.

8. I received my order and would like to exchange an item for a different size, colour, what do I do?
Please contact our Customer Experience Centre at (888) 546-4687. or email us at customer_experience@eLUXE.CA, and we will process your exchange and help you find a colour that you love and a size that works best for you!

9. Can I return an item that was purchased on sale?
Sale items can be returned, except those marked as FINAL SALE. These items are non refundable.

10. What if I want a refund but I used a gift card?
No problem! We make all refunds in the original form of payment. So, if you used a eLUXE gift card to make your purchase, your gift card will be credited for the purchase amount.

11. I lost my return label, what now?
Contact our Customer Experience Centre at (888) 546-4687. or at customer_experience@eLUXE.CA and we will be happy to get another return label to you as quickly as possible.

12. Will I be charged for shipping when returning an item?
No.  Returns are FREE within Canada at eLUXE.

 

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