General Policy

• Unfortunately there are no cancellations once an order is placed as processing begins immediately to begin preparing product.

• Only store credit is offered. No exceptions.

• Please kindly read FAQs (or any informational pages on website) for any queries you may have.

 

Before you checkout

What must you do before hitting the checkout button?

The customer has to ensure that the mailing and shipping address is accurate before purchase.

The customer has to ensure that the items in the cart is accurate (the correct amount, the size, the color and quantity) before selecting checkout.

• Please ensure the correct size is ordered
• Please ensure the correct color is ordered
• Please do not order more than 1 item of same product, if not intended.
• Make sure the shipping is accurate (enter all necessary information)

Kindly double check everything to ensure there is no error because once you hit checkout, it cannot be cancelled or returned (unless there was a proven defect at time of receipt).

 

What items cannot be returned?

We do not accept returns on sale products, bodysuits, lingerie, sport bra, leggings, swimwear, swim trunks, formal dresses, evening dresses, cocktail dresses, underwear, boxers, bath and beach towels, made to order items, pre-order items, personalized items, sexual wellness products, face mask, beauty products, bags, jewelry and all other accessories.

No exceptions.

Items approved for return cannot be worn, used, washed or altered.

 

Do you offer returns?

Unfortunately at this time we are unable to offer refunds, or exchanges.

• All items are inspected before shipment so it is not possible that an item was shipped in error or defective or damaged.

• In an unusual case of a defective item or wrong item received, please contact us immediately within 2 business days from receiving the item.  All orders can be tracked via email.

• Please contact us via the 'contact us' page if you will like to make a return and our representative will respond as soon as possible in the order messages come in (estimated timeframe for response is 2 – 3 business days or sooner due to volume).  Please kindly do not send multiple messages to avoid duplication.

• If the item is proven to be damaged or defective based on manufacturer error, then we will provide additional information as to where to do the return.  Once returned, a confirmation email is sent and a replacement shipped.

• Please wait for our approval before processing a return item.

• Return shipping is non-refundable.  
• In some cases, depending on the circumstances, we may consider approving a return (if the replacement item is out of stock or item cannot be made immediately for you)

Please note: All sales/purchases are considered final

MYLUXQUEEN (known also as MLQ) reserves the right to refuse all returns, reshipments and refunds. 

 

Do you offer exchanges?

Unfortunately not at this time, unless the item was the wrong size, or color or came defective or damaged due to our error, customer services will advise the next step.

No exchanges can be processed at this time

Paypal and any payment plan purchases cannot be exchanged

See FAQs (for additional information).

• If an item is to be returned due to damage or defect, we will review and advise accordingly based on evidence provided.  If approved, we will then provide instructions.

• Once the item that approved for return is received, an email will be sent, and you will be given store credit to purchase new item.

• Store credit is emailed to you and can be used to order the correct item.

 

 

My items arrived faulty or damaged, what should I do?

We apologize for the inconvenience if an item arrived damaged or defective.

We do make best effort to inspect all items before being shipped in appropriate condition and that the package contains your correct order.

• Please contact us immediately, within 48 hours of receiving the order, using the ‘contact us’ page at the bottom of website.

• Please provide all necessary information so we can review and assist you.

• Enter your name, order number, product name, and description of the specific damage.

• Take multiple photos of the damaged product/s, so you can provide to us if we ask for it (after receipt of initial message). 

• If the contact us page does not permit pictures to be uploaded, please wait on customer service to respond and the representative may request photos via email for review. 

• Note: Do not send multiple messages as we will respond in the order the query came in. All customer queries are important to us and we are working diligently to help you.

Please kindly wait until our Customer Care team responds to you with the next steps, and if approved, we will advise how to proceed (or the next steps to take). 

 

I received an incorrect item/s in my order, what should I do?

We apologize for the inconvenience if an item arrived damaged or defective.

We do make best effort to inspect all items before being shipped in appropriate condition and that the package contains your correct order.

• Please contact us immediately, within 48 hours of receiving the order, using the ‘contact us’ page at the bottom of website.

• Please provide all necessary information so we can review and assist you.

• Enter your name, order number, product name, and description of the specific damage.

• Take multiple photos of the damaged product/s. 

• If the contact us page does not permit pictures to be uploaded, please wait on customer service to respond and the representative may request photos via email for review. 

• Do not send multiple messages as we will respond in the order the query came in. All customer queries are important to us and we are working diligently to help you.

 

Please kindly wait until our Customer Care team responds to you with the next steps, and if approved, we will advise how to proceed (or the next steps to take). 

 

Can I return a damaged or defective item?

If you receive an item that is damaged, please contact customer service immediately via the ‘contact us’ page at bottom of website.

• Make sure to provide your full name, order #, multiple pics of the damage, and details of the damage. Subject line should have the order# and reason for return.

Please kindly wait 2 - 3 business days for us to review the situation and respond accordingly.

All customer queries will be handled in the order they come in but we have received your email and will respond to your request.

 

If my order was damaged can I return?

In the unlikely event that a product arrived damaged, the customer must contact customer service via the ‘contact us’ within 48 hours (2 days) of receipt.

Customer must include photos of the issue and a screenshot of your order confirmation email. 

If approved for the return, we will then advise what the next steps are. 

We will then either provide store credit or reimburse you the funds to the same (depending on the situation).

 

 

SHIPPING ERRORS & DAMAGED PRODUCTS

Your happiness with your order is our number one priority.

In the unlikely event that we process an order incorrectly or you receive a damaged or defective item, please contact us immediately within 48hrs ( 2 days) with the order #, product #, your name via the ‘contact us’ page so we can review and provide the next steps. 

If approved for the return, we will then advise you accordingly. 

• Note: Please make sure to take multiple photos as evidence of defect or error. It will be requested when the Customer Team responds to your initial message via email.

MYLUXQUEEN (also known as MLQ) regrettably cannot reimburse you for the cost of shipping to return an item to our fulfillment center/warehouse.

If return is approved, you will either receive a store credit via email.

• In certain situations, if a refund can be approved then it will be advised and will be credited back to same form of payment within 9 -14 business days (less any shipping fees, taxes paid, and restocking fees of $10).

MYLUXQUEEN (also known as MLQ) is not responsible for any duties, taxes and shipping costs that may occur.

MYLUXQUEEN (also known as MLQ) is not liable for any damages from a shipping service, or lost packages.

 

 

RETURN POLICY:

NO REFUNDS, NO EXCHANGES - STORE CREDIT ONLY

• RETURNS WILL BE ISSUED STORE CREDIT ONLY.

We understand items may not fit and you may need a different size, therefore please kindly contact us immediately via the ‘contact us’ page requesting a different size.

• We will then advise the customer to mail the item back ASAP in order to receive your merchandise credit (or store credit).

• Once MYLUXQUEEN receives your returned item, we will email you advising the item has been received. We will then review merchandise to see everything looks acceptable then we will begin processing the store credit.

• Once the store credit is processed, an email is sent with the store credit so it can be used at any time, either (1) to order the same product for the correct color or size, or (2) you have the option to use the store credit to order a different product.

 

RETURNS FOR STORE CREDIT MUST MEET THESE REQUIREMENTS:

We understand items may not fit and you may need a smaller or larger size, so if that is the case, please email us within 48 hours (2 days) of receipt of package for approval to return, so we can grant you store credit to purchase a new size or new item.

• Merchandise must be unworn and unwashed.
• We cannot accept returns of items that have been worn, damaged, stained, soiled, and without clothing tags. Items must be in a condition suitable for resale.
• Merchandise must have all tags, including any hangtags attached.
• Any merchandise treated as "Final Sale" items (non-returnable merchandise) cannot be returned. For instance, sale products, bodysuits, lingerie, sport bra, leggings, swimwear, swim trunks, formal dresses, evening dresses, cocktail dresses, underwear, boxers, bath and beach towels, made to order items, pre-order items, sexual wellness products, face mask, beauty products, bags, personalized items, jewelry and all other accessories.
• We reserve the right to refuse any exchange that does not meet our requirements including any signs of wear, the smell of fragrances and smoke.
• The customer is responsible for shipping fees to send the order back.
• Shipping fees are non-refundable.
• MYLUXQUEEN diligently inspects all items before shipping; therefore, damaged merchandise is unlikely.
• Any returned items will be inspected for signs of wear or smoke, and in the event that the item does not match the original condition, the buyer will not receive a store credit.
• Please include your original packing slip so we know who you are.
• If you've misplaced your packing slip, you may enclose a note with your full name and/or order number. A merchandise credit will be issued in the form of a gift card sent via email. 

 

 

ITEMS ELIGIBLE FOR RETURN:

Merchandise must meet our requirements for return:

• Full-price and sale items in their original condition, with all tags attached, may be returned for a full refund within 7 - 14 business days

• Final-sale items cannot be returned or exchanged

• Worn, altered or washed items cannot be returned or exchanged

• We reserve the right to deny a refund if returned merchandise does not meet our requirements

 

 

Returned merchandise must meet the below requirements in order to be approved refund:

• All items must be in original condition with original tags attached to be considered for a return.
• All merchandise that was worn, used, altered or damaged cannot be returned.
• Made to Order, Pre-Order, personalized items cannot be returned (final sale)
• Beauty products cannot be returned (final sale)
• Lingerie products cannot be returned (final sale)
• Underwear cannot be returned (final sale)
• Swimwear cannot be returned (final sale)
• Sports bra, leggings, tights cannot be returned (final sale)
• Items that was purchased on sale cannot be returned (final sale)
• All items must match those identified in return request.

 

Who pays the cost of returning an item to you if defective/faulty?

Unfortunately the customer is responsible for the shipping cost to return an item to us (and is non-refundable for most instances). 

Please review below:

• If the reason for return, was that you received an defective item or wrong product due to our unforeseen error, then we will advise how we will proceed once the item is approved for review
• If the reason for return, was the customer no longer wants then the shipping cost is non-refundable to return item to us.

• If the reason for return was the customer wants to change the product due to color or size, then the shipping cost is non-refundable to return item to us.

 

Once the item is returned, do I receive a store credit or refund?

Items will be eligible for store credit within 7 days delivery receipt. 

• Refunds at this time is not made unless approved due to defective or damaged item due to our error (keeping in mind all items are thoroughly inspected before shipping, so this will be unlikely it was our error)

The item being returned must have a postmarked date no late that 7 days from the date of delivery to receive the store credit (to make new purchase or exchange).

If the postage date does shows you returned the items more that 7days after the delivery date, then there will be a restocking fee of no less than 30% of the total cost.

 

 

REFUND POLICY

• If an item was approved to be returned, you will have to pay out of pocket for it to be returned (and this is non-refundable). 

• Once the returned item is received, processed and inspected, we will advise next steps.

• You will receive an email confirmation once the item is received and processed. 

• If a refund was approved rather than store credit (based on item being received defective due to our error), then you can expect your refund within 14 days (after the initial communication email stating we received the return). 

• The return will be issued in the form of the original payment (deducting the restocking fee of $10). Please allow 1 to 2 billing cycles for your account to be credited. PayPal exchanges must be even — any balance will need to be charged to a credit card.

• If you paid for shipping cost, it is unfortunately non-refundable.

• We are unable to process exchanges for international orders.

 

 

What are the conditions for returning an item?

Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached.

Items for exchange or returns being mailed back must be concealed appropriately in a good shipping bag or box, as items may become lost or stolen. 

We are not responsible if the item never reaches the return address provided to you via email.

For Clothing: please be careful of makeup or deodorant rubbing off on the garment. It will not be accepted.

 

What happens once a return is received?

An email will be sent confirming the returned order has been received.

• It takes 3 to 10 days business to process a return once it reaches our return address.

Once your return is processed and your credit will be issued via store credit you will receive a confirmation email.

• Do not mail an item that was not approved for being returned.

Items sent for return that are NOT eligible for credit are subject to a restocking fee OF NO LESS THAN 30%

 

RETURN PROCESSING TIME

• Upon receipt of your package, your return for a store credit will be processed within 3 - 5business days (or sooner).

• You will be notified via email once your return has been processed.

 

Do you offer exchanges?

Unfortunately, we are unable to process exchanges at this time. 

If approved to return an item based on the criteria above (if item was damaged or unable to fit) then you can return for store credit, and then purchase a new item.

 

DELIVERY BEING MADE IN SEPARARTE PACKAGES/SPLIT ORDERS

Your order may be dispatched from various warehouses located across the worldwide (depends on where had the available merchandise, that is, product availability).

If this happens, we will notify you via email to tell you which item/s you’ll be receiving in each delivery.

We have fulfillment centers in the USA, Canada, UK, Lativa, Australia, Brazil, Spain, China, Japan, Germany or Czech Republic

 

DELIVERY POLICY

• If you refuse delivery of your order, it will be returned to our distribution center and there will be a restocking fee of no less than 30% from the total.

• Shipping charges (if any) are nonrefundable.

• You will receive a refund for the merchandise plus any taxes paid (if applicable) within 5-9 business days, once the return item is processed.

• Please allow up to 5-9 business days for your refund to appear once we processed the return.

 

Will items that are refused or unclaimed be refunded?

Unfortunately no, because the item will be most likely be at your postal office or carrier waiting for you to collect.

• If the customer has chosen to not take possession of items mailed to them, or refuse their package, or unclaim their package at postal service/shipping carrier, then please be advised your item/package is still sitting at the postal office or shipping carrier warehouse.
• Please contact the shipping carrier or go to the postal office to retrieve your package.

 

CONTACT US

How can I contact your customer service team?

Please email us via the contact us page at bottom of website (please include your full name, address, order #, query topic). Please kindly allow time to respond to your query within 2 – 3 business days (during peak times).

 

I emailed your customer service team. When should I expect a response?

Each query is important to us.  We are working hard to respond to everyone diligently. 

We will respond to all queries as soon as possible. Please allow us 2 - 3 business days (or more during peak times).

 

 

MYLUXQUEEN (also known as MLQ) reserves the right to modify its return and exchange policy at any time.

 

Last Updated: Feb 5^th, 2023