Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for the request of a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging (if possible). You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@lux-fluff.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Before submitting a return we advise to let the rug sit and take its shape on the floor. Our products are folded and tightly packed and may need  atleast 72 hours to take the original shape. Sometimes it can take approximately up to a week.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. The customer is responsible for any return shipping costs. The return processing centre is in China.

Return guarantee does not apply if you got what you asked but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it. This does not apply for exchanges.

You can always contact us for any question at support@lux-fluff.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Since the carpets are handmade the measurements can slightly vary.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items) Please get in touch if you have questions or concerns about your specific item. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item , you should consider using a trackable shipping service or purchasing shipping insurance. A customer is responsible for any return shipping costs.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at support@lux-fluff.com.