Refund policy

We pride ourselves on our excellent craftsmanship and attention to detail. We also strive to provide exceptional customer service at every step of your purchase.

We would like to kindly remind you to review our return policy and work with us for a possible solution first if you encounter any issues instead of initiating an order dispute in a rush.

We highly recommend you to read necessary information, including Hanging Header Style, Measurement Finder and Liner carefully to make sure the custom-made drapes will fit your needs. We sincerely wish you to order sample booklet or swatches before ordering customized drapes to ensure texture, color meet your expectation. For customized drapes, roman shades, and blinds, we usually will not accept returns.

Before placing your return, please check if your item is eligible for return, as some items may be featured as Final Sale or No Return or subject to additional return restrictions. You can find this information in the item specific sections below, so you may review it before making your purchase.

Can I Return ?

Fabric swatches are not returnable.
Drapes and shade are made to measure products, we can't accept return if products are made matching your original order details.

Non-returnable:

The following conditions do not qualify for return for Made-to-Order drapes, blinds and shades.

Misunderstood the image of the product.
Items do not fit properly but were made accurately.
Drapes are too heavy.
Not the color you wanted.
Change of mind / No longer wants it.
Not the quality you wanted.
Ordered the wrong item by mistake.
Wrong size. Tolerance size within +/- 1 inch is treated as industry acceptable.
Order come later than expected.
Item were ordered by mistake.
Incorrect measurement.
Color variation due to fabric dye lot that naturally occurs (reasonable color differences are allowed between the sample booklets and the finished drapery).
Color variation due to adding a liner (compare lined drapes vs unlined).
Color variation due to adding different liners to the same color curtain.
Shading rate is not expected.
Special items do not support returns or exchanges: Clearance

Returnable:

In these special circumstances, we accept return. If you believe there is something wrong with your product, contact us straightaway with full details of the problem - feel free to send a photo to illustrate the problem by email, quoting your order number. We will of course repair or remake the product to match the original order as quickly as possible, so you will be inconvenienced as little as possible. We will request that the original drapes and shade are returned to us.

We made wrong items.
Wrong liner type used.
Not as described.

Hardwares that can be returned or refunded within 14 days of receiving must meet both of the following conditions:

Faulty items damaged/broken or in the incorrect size/color upon arrival.
Items are unworn, unused, with tags and unaltered.

What can I do if I don't like what I ordered?

We would be very disappointed if this happens, but realise that sometimes people have a change of heart and feel they have chooses the wrong color, design or style. Whilst we cannot offer a replacement free of charge (as you completely understand!).

Return Time Limit

Any reasonable return request will be accepted and handled within 30 days upon your receipt. Over due return request might be rejected. We remind you to check the products as soon as you receive them.

Return shipping fees?

Depending on the reason for return, once your return is approved, you may be responsible for return shipping costs. We will refund you the products cost when we receive the returns.
Refunded products cost = Order amount - (Handling + Packing +Shipping Fee), that account for 20% of order amount. Finally you get refund amount, 80% of order amount.

Refund Limit

Once returned items were received, we will inspect to ensure in brand-new condition, unused and with original tags and packaging. Then we will either (at our discretion) offer a full refund for the price of the product, or repair or replace the product (we will notify you by e-mail of the action we will take). If you meet our return criteria and provide the above-mentioned product defect photos and shipping label, then we will provide a refund for the full cost of your purchase of this order immediately after we receive and confirm the return package, which will be returned to your original payment method within 3-10 days.

Prior purchases are not eligible for price adjustments.
Prior purchases are not eligible for discount refunds.
We don't offer refund to lost packages but we will send the replacement instead.
We do not provide refunds or reshipments for packages that have been signed for with proof of receipt.

Exchange

For damaged or broken items, we accept exchange only. *Exchanges can only be made with the same details as the original order (including size, header style, color, liner, etc.)
Please contact us via email: info@luxvelum.com at once within 3 days of receipt, and keep all the packaging (outer and inner packaging) and provide us with the photos of the packaging, delivery label and products to apply for an exchange. We will arrange an exchange for you after confirmation.

Alterations

Normally, we don't accept alterations after you receiving the orders, so please pay additional attention to your measurement and size decision-making.

Wrong Size

Please ensure you use a metal tape measure to prevent errors in measuring. Nonmetal tape measures can stretch so they should not be used for measuring curtains. In the extremely unlikely event that you received the curtains and they are the wrong size, we will arrange for the curtains to be remade or resized. Whether the curtains are remade or resized will be at our discretion. EaseEase will cover the cost of freight receiving and sending the curtains to and from our factory.

Change of Mind

Please chose and measure your items carefully as we do not accept returns for change of mind once the order is executed.

Color

Color may vary from the picture due to variations in your monitor, lighting and batch colors. Please keep this in mind when ordering as we do not accept returns for color variation. Due to the fabric dye lot that naturally occurs, reasonable color differences are allowed between the sample and the finished drapery.

Package Lost

For some reason, if your package is lost during transportation, we will contact the logistics as soon as possible to find your package. However, if it cannot be found, we will arrange for you to resend the order. Please know that we do not accept refunds in these cases.

Return Shipping Address

Once return request was approved, you will be provided with return shipping address by email.

Refund

Once you send back returned products, please email at info@luxvelum.com to advise us with trackable tracking number, we shall handle refund after inspection within 3-5 days upon receipt. Refunded amount will be back to you original payment method card, and it normally need 3-7 days to reflect on your credit card.

What if my shades breaks?

Our custom Roman Shades are created by hand to stringent standards and should withstand normal use for many years to come. In the unlikely event that your shade stops working properly, then contact us so we can help you get it fixed. If we determine that the product is faulty due to some unforeseen reason (eg. manufacturing defect), we will offer a replacement free of charge. We will request that the original shade is returned to us.

Missing or Damaged Items:

In the rare event that your order arrives with missing or damaged items, please contact your local delivery service FIRST within 24 hours of receiving the order. Provide detailed information and photographs to facilitate the resolution process.

We will reship your order within two weeks. Please keep in mind:

Do not discard any packaging, and ensure all products remain in their original condition. The shipping company may inspect the items in person.
When contacted by the shipping company, please inform them that the packaging is damaged. If you report the packaging as intact, it will not be eligible for a claim.

If no feedback is provided within 48 hours of receiving the product, we will assume that the product was received in good condition, and the logistics company may no longer accept claims.

Dispute & Chargeback

Dispute is not a good option for both. Starting a dispute will cost you more time and your money will held by the bank for very long time 90 days, while by communicating with us. We both hope zero chargeback.

Thank you for shopping with LuxVelum!