Currently, we accept Paypal and some credit cards （Visa，Mastercard, AE）. More payment methods will be applied in the near future.

Immediately after you place your order, we will place your order in the production queue in order to ship it as soon as possible. If you wish to modify or cancel your order, please contact us by email (info@snowcityshop.com). We will check if your order is already in production. If your order is already in production, we are unable to modify or cancel your order.

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

Total time(14-20 business days) =Processing time(7-10 business days) + Shipping time(7-10 business days)

During the holiday season, the delivery time may be extended by 45 business days.

Our orders are shipped via FedEx, UPS DHL, USPS.

1. Take a photo of the damaged package.

2. Report the damage or loss to the carrier.

3. Contact us at info@luxvelum.com, and we will help fix it (help to find back or remake for you if the carrier confirms the loss).

There are 3 methods for tracking your order.

a. Log in to your account on the Curtarra site. You will be able to see your order status in the order details.

b. Click Track Order on the left footer (under the help) and enter your tracking number from the email notification.

c. Email us at service@curtarra.com if you cannot track your order via the above methods.

For more shipping information, please refer to the Shipping Policy.

Please contact us at info@luxvelum.com within 48 hours to get a change. Please tell us your order number & new shipping address. We will update the shipping address in 48 hours and send you an order update email.

We have created a detailed measurement guide for you. Please check it here.

For pleated curtains, the panel width refers to the width with the pleats already set. Typically, we use twice the amount of fabric to create pleats and folds, ensuring the best possible effect. The panel width is measured from the left end of the pleats to the right end of the pleats, not from the left side hem to the right side hem.

Measure the length from the eyelet on the ring to the floor to determine the drapery length for pleated styles.

For pleated curtains, the pleats are permanently sewn, we typically using 200% fullness. For example, if the rod or track length is 100 inches, you may order two panels, each 50 inches wide, for pinch pleated or tailor pleated header styles. You can also order wider panels if you prefer more fullness.

Typically, stacking width amounts to about 20% of the ordered width. Therefore, when choosing the rod length, please remember to account for the stacking width if you want the window opening to be fully visible when the drapery is opened.

The order includes plastic adjustable pin hooks for pinch pleat styles and metal hooks for tailor pleat styles. The plastic adjustable pin hooks enable you to adjust the curtain length within a 3-inch range. Please note, rod rings need to be purchased separately.

The recommended number of pleats and pin hooks are as follows: 10 pleats for 50" width, 13 pleats for 72" width, 15 pleats for 84" width, 19 pleats for 100" width, 21 pleats for 110" width, 23 pleats for 120" width, and 27 pleats for 150" width. Please note, the width and spacing of the pleats may slightly vary depending on the length of your track or pole.

• For pleated header styles such as pinch pleat, tailor pleat, inverted pleated box, goblet, and tape pleat: If the curtain finished length is over 108 inches, the maximum finished curtain width without a seam is 56 inches. If the curtain length is less than 108 inches, there is no seam restriction for any curtain finished width. Otherwise, the width needs to be double-wide with a vertical seam.
• For pleated header styles such as triple pleat and triple tailor pleat: If the curtain finished length is over 108 inches, the maximum finished curtain width without a seam is 50 inches. If the curtain length is less than 108 inches, there is no seam restriction for any curtain finished width. Otherwise, the width needs to be double-wide with a vertical seam.

The maximum width of body memory shaped curtains is 160 inches.

Except for the linen curtains, we use high-temperature setting for every curtain. EASEEASE Memory Shape Training Curtain Technology enables the fabric to retain a crisp vertical line from ceiling to floor. After being shaped by body memory, your drapes will hang straight, featuring beautiful folds and no flaring at the bottom. This is unlike regular curtain fabrics, which often lose their shape towards the bottom.

It is permanent.

Except for our blackout edges, everything else is machine washable. LUXVELUM curtains can be washed for a lifetime and still maintain their shape. However, please note that they should only be washed in cold water. Do not use a dryer or hot water, as this will cause shrinkage. After washing, hang them to dry.

Because all of our curtains are handcrafted for you, unfortunately, they cannot be applied to other customers. As such, we cannot accept returns other than quality issues. Please accept our apology.

If you are not completely satisfied with your curtains and want to return them within 30 days of purchase or after receiving your order, we can offer you a partial refund at 10% - 70% off your order price since it's a customized order.

For more information about a return, please click Return Policy.

For quality issues, all return shipping costs will be borne by LuxVelum.

If you've incorrectly measured your window/door and received curtains that don't fit perfectly and want to return them. All return shipping costs will be borne by the customer.

For more information about a return, please click our Return Policy.

After you confirm the refund amount, our financial team will submit the refund requests in 24 hours. Then, we will send you a screenshot of the refund submission via email. The refund will take roughly 1-15 workdays to be back to your payment account, varying by the processing time of the issuing bank.

If you have any problems with your received order, feel free to contact us. Just send your Order# and problem to info@luxvelum.com or start a LiveChat. We will reply as soon as possible and spare no effort to assist you with the order.

If you change your mind, we will be glad to cancel your order before it is shipped and offer you a full refund. A confirmation of your cancellation, along with your receipt, will be e-mailed to you. We will keep you updated on your refund processing. Because all our items are custom-made, we cannot issue a refund or cancel your order once it's been made or shipped.