Cancellations and Returns

orders within 24 hours

Orders may be canceled within 24 hours of placement, provided the shipment has not yet been dispatched.
orders after 24 hours
As these are custom-made products, cancellations after 24 hours will only be approved in exceptional cases and at the sole discretion of the company.
Upon cancellation, a cancellation fee of 5% of the order value or 100 ILS (whichever is lower) will be charged, in accordance with the law.
If the credit card company or another payment processor charges an additional fee due to the cancellation, the customer will also be responsible for this charge.
If the product is shipped and the company approved the cancelation in addition to the cancelation fee, return fee will apply.
A cancellation request submitted after receiving the product is only possible within 48 hours of receipt.
In such cases, the customer may choose between:
• Store credit (with no cancellation fee)
• Cancellation and refund (with cancellation fee)
Once the cancellation is approved, the customer must return the product to the supplier within 2 business days, at her own expense.
If the order has already been shipped, the cancellation will only be processed after the product is returned and in accordance with the return policy terms.

customers need to apply for return request.
Returns are only allowed after your return request has been approved. Items must be unused and in their original packaging.
Removing original covers or protective stickers from the product will be considered usage and will void eligibility for return.
Products showing signs of use, unusual odors, or dirt will not be accepted for return.
A return request must be submitted within 48 hours of receiving the package through customer service.
After approval, the product must be sent back to the supplier within 2 business days, at the customer’s expense.
Returned products that do not meet the return conditions will not entitle the customer to a full refund. In such cases, a partial refund of 50% of the paid amount will be issued.
Refunds will only be credited to the credit card used for the original purchase, according to the schedule of the credit card company.

Exchanges may be requested through Instagram, WhatsApp, or email.
customer should apply exchange request.
After receiving approval, the customer must send the product back to the supplier at her own expense.
For discounted items, promotional items, or purchases made using a coupon code, exchanges are not allowed.
For items purchased at regular price, exchanges are permitted within 14 days of purchase.
The shipping cost for an exchange is 60 ILS each way.
A product that has already been exchanged once cannot be exchanged again.

Customers must inspect the product immediately upon receipt.
If the received product is different from what was ordered or has a defect, customer service must be informed within 48 hours of receipt.
In case of a defective product, the return will be processed without any cost to the customer.
If no defect is reported within 48 hours, the product will be considered accepted in proper condition, and no claims will be accepted later.
A "defect" is defined as a substantial flaw that impairs the proper use or functionality of the product, including tears, loose stitching, or significant visible stains.
Minor color variations, slight measurement deviations, or insignificant differences from website images are not considered defects and do not entitle the customer to a refund or exchange.

Shipping & Order Processing
Once your order is confirmed, we begin processing immediately:
· Order handling: within 24 hours
· Quality check: an additional 24 hours to ensure our high standards

Estimated Shipping Time
· USA, Canada & Europe: 3–5 business days via FedEx or DHL
· Rest of the world: 7–10 business days depending on location

Possible Delays
Delays may occasionally occur due to weather, holidays, high shipping volume, or customs procedures. We always do our best to ensure smooth and timely delivery.
For more detailed information, please refer to the full shipping policy at the bottom of this page.

📩 For customer service:
✉ Email: info@luxeshadows.com

Sign up and save