Frequently asked questions
Welcome to NexLux Global. We want your shopping experience to be straightforward, transparent, and enjoyable. Below you'll find answers to common questions about ordering, shipping, returns, sizing, and shopping with us.
For complete terms governing purchases, please also review our Shipping & Delivery Policy, Return & Refund Policy, Privacy Policy, and Terms of Service.
ORDERS
How do I know my order was received?
After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.
Please review your confirmation carefully. If you notice an error, contact NexLux Global Customer Care at customercare@nexluxglobal.com as soon as possible.
Can I change or cancel my order after placing it?
We begin processing orders as quickly as possible. If you would like to request a change or cancellation, email customercare@nexluxglobal.com promptly.
We will make reasonable efforts to accommodate your request; however, changes or cancellations cannot be guaranteed once an order has entered processing or has shipped.
What happens if an item becomes unavailable after I order?
Inventory availability can occasionally change. If we are unable to fulfill an item in your order, we will notify you and issue any applicable refund for the unavailable merchandise in accordance with our policies and applicable law.
PAYMENT
What payment methods does NexLux Global accept?
NexLux Global accepts the payment methods displayed during checkout. Available payment options may vary.
Is my payment information secure?
Payments are processed through the secure payment services available through our e-commerce platform and payment providers.
Please review our Privacy Policy for additional information regarding how personal information is collected and handled.
Can I use more than one promotional code?
Unless otherwise stated, promotional offers and discount codes cannot be combined.
Promotions may be subject to eligibility requirements, exclusions, expiration dates, minimum purchase requirements, or other terms disclosed with the applicable promotion.
SHIPPING & DELIVERY
Where does NexLux Global ship?
NexLux Global ships to eligible destinations displayed during checkout.
As NexLux Global grows, we hope to expand our shipping availability to additional international destinations.
How long does it take to process and ship an order?
Processing and shipping estimates will be provided in our Shipping & Delivery Policy and, when applicable, during checkout.
Order processing time and carrier transit time are separate. Delivery estimates may be affected by weather, holidays, carrier delays, and other circumstances outside NexLux Global's reasonable control.
What happens if my order is delayed?
If NexLux Global is unable to ship your merchandise within a specifically promised timeframe or within a timeframe otherwise required by applicable law, we will handle applicable notices, cancellation options, refunds, and other remedies in accordance with applicable law.
How do I track my order?
When tracking is available, you will receive tracking information after your order ships.
Please allow time for the shipping carrier's tracking system to update.
What if my tracking shows "Delivered," but I cannot find my package?
Please check your delivery location and surrounding areas, household members, neighbors when appropriate, building management, front desk, or other secure locations where the carrier may have placed the package.
You may also contact the shipping carrier for additional delivery information.
If you still cannot locate your order, email customercare@nexluxglobal.com with your order number so we can review the situation.
What happens if I provide an incorrect shipping address?
Customers are responsible for reviewing their shipping information before submitting an order.
If you discover an error, email customercare@nexluxglobal.com as soon as possible. We will make reasonable efforts to assist, but we cannot guarantee that an address can be changed after an order has entered processing or shipped.
RETURNS & REFUNDS
What is NexLux Global's return policy?
Eligible merchandise may be returned within 30 days of the date your order was delivered.
To be eligible for a return, merchandise must generally be:
- Unworn and unused
- Unwashed
- Undamaged
- Free of stains, makeup, deodorant marks, pet hair, smoke, strong fragrances, or other signs of wear
- Returned with all original tags attached
- Returned in its original condition
Certain merchandise is not eligible for return, including merchandise designated Final Sale.
Please review our complete Return & Refund Policy for additional terms.
How do I start a return?
Email customercare@nexluxglobal.com within 30 days of delivery.
Please include your order number and the item or items you would like to return.
If your return is eligible, return instructions will be provided.
Is there a return shipping fee?
For standard eligible returns, NexLux Global may provide a prepaid return shipping label.
An $8.95 return shipping fee will be deducted from your refund when a NexLux Global prepaid return label is used.
If multiple eligible items from the same order are returned together using one return label, only one return-label fee will generally apply.
The return shipping fee will not be charged when NexLux Global determines that the return resulted from an incorrect item shipped by us or qualifying damaged or defective merchandise.
Are original shipping charges refundable?
Original shipping and delivery charges are generally non-refundable when a customer voluntarily returns an otherwise correctly fulfilled order.
Exceptions may apply when NexLux Global incorrectly fulfills an order, merchandise qualifies as damaged or defective, or a refund is otherwise required by applicable law.
When will I receive my refund?
Once an eligible return has been received and reviewed, approved refunds will be issued to the original form of payment, less any applicable return shipping fee and other non-refundable charges disclosed in our policies.
Additional processing time may be required by your bank, credit card issuer, or payment provider.
EXCHANGES
Does NexLux Global offer exchanges?
NexLux Global does not currently offer direct exchanges.
If you would like another size, color, or style, you may return your eligible original item in accordance with our Return & Refund Policy and place a new order.
Because inventory can change quickly, we cannot guarantee that another size, color, or style will remain available.
FINAL SALE
What does Final Sale mean?
Merchandise clearly identified as Final Sale at the time of purchase generally cannot be returned or exchanged, except where otherwise required by applicable law.
Final Sale merchandise may include:
- Merchandise specifically marked FINAL SALE
- Certain clearance or deeply discounted merchandise
- Gift cards
- Certain intimate or hygiene-sensitive merchandise
- Pierced jewelry, including earrings, when designated Final Sale
- Swimwear with a removed or altered hygienic liner, if applicable
Not every discounted item is automatically Final Sale.
Can I return a Final Sale item if it arrives damaged or I receive the wrong item?
If you believe you received incorrect, damaged, or defective Final Sale merchandise, email customercare@nexluxglobal.com promptly with your order number, a description of the issue, and photographs when appropriate.
We will review the circumstances and provide any applicable remedy in accordance with our policies and applicable law.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
What should I do if I receive a damaged, defective, or incorrect item?
Please email customercare@nexluxglobal.com promptly after discovering the issue.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the merchandise
- Photographs of the packaging when relevant
Please retain the merchandise and packaging while your request is being reviewed.
If NexLux Global determines that we shipped an incorrect item or that merchandise qualifies as damaged or defective under our policies, we will provide an appropriate resolution and cover applicable return shipping costs.
PRODUCTS & SIZING
How do I choose the right size?
NexLux Global offers merchandise from different brands and suppliers, so sizing and fit may vary between products.
Please review the sizing and fit information available on each individual product page before purchasing.
How does NexLux Global select its merchandise?
We curate merchandise based on factors such as design, style, materials, construction, versatility, quality, and value.
Product-specific materials, composition, care instructions, country of origin, and other information will be provided where applicable or required.
Will products look exactly like the photographs?
We make reasonable efforts to present our merchandise accurately.
However, colors and appearance may vary somewhat depending on photography, lighting, your device, monitor settings, and other factors.
Will sold-out items be restocked?
Restocks are not guaranteed. Certain NexLux Global styles may be offered in limited quantities.
Join the NexLux Global email list and follow our official social media channels for information about restocks, new arrivals, and upcoming collections.
CUSTOMER CARE
How can I contact NexLux Global?
For questions about an order, product, sizing, shipping, return, or other customer-service matter, please contact:
NexLux Global Customer Care
Email: customercare@nexluxglobal.com
When contacting us regarding an existing order, please include your order number whenever possible.
Important Information
These FAQs are provided for general informational purposes and are intended to help customers understand NexLux Global's shopping process and policies.
Additional terms and conditions apply to purchases. Please review our
Nothing in these FAQs is intended to waive or limit any consumer rights or remedies that cannot legally be waived or limited under applicable law.
NexLux Global — Where quality meets style, and luxury becomes attainable.