LUXE CUSTOM is a premium platform that connects discerning customers with skilled artisans to create bespoke, customizable products. We offer a curated selection of high-quality items that can be personalized to your exact specifications, from materials and colors to engravings and dimensions.
How does the customization process work?
Our customization process is simple and intuitive:
Browse our collection and select a product you'd like to customize
Choose from available options (materials, colors, sizes, engravings, etc.)
Review your selections and see real-time price updates
Add to cart and proceed to checkout
Our artisans will begin crafting your unique piece
You'll receive updates throughout the production process.
Are your products truly handmade?
Yes! We partner with skilled artisans around the world who take pride in their craft. Each piece is carefully handmade using traditional techniques combined with modern precision. While we embrace technology for design and communication, the actual creation of your product involves skilled human hands at every step.
Do you ship internationally?
Absolutely! We ship to most countries worldwide. Shipping costs and delivery times vary by location and will be calculated at checkout. All international shipments include tracking and insurance.
How long does customization take?
Customization time varies by product complexity. Most items take 2-3 weeks from order confirmation to shipment. During checkout, you'll see an estimated production time for your specific product. Rush orders may be available upon request—please contact us for details.
Can I modify my order after placing it?
If your order hasn't entered production (usually within 24 hours of placement), we may be able to modify it. Please contact us immediately with your order number and requested changes. Once production begins, modifications may not be possible.
Can I see a preview before finalizing my custom design?
Yes! For most customizable products, we provide real-time visual feedback as you make selections. For complex customizations, our design team may reach out with digital mockups for your approval before production begins.
What if I'm not satisfied with my custom product?
Your satisfaction is our priority. If your custom piece doesn't meet your expectations, please contact us within 7 days of receipt. While we generally cannot accept returns on custom items due to their personalized nature, we will work with you to make it right—whether through adjustments, remakes, or other solutions.
What shipping methods do you offer?
We offer several shipping options:
Standard Shipping: 5-7 business days (Free on orders over $200)
Express Shipping: 2-3 business days
Priority Shipping: 1-2 business days
All shipments are fully tracked and insured.
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can also track your order by logging into your account and viewing your order history. The tracking information will be updated in real-time as your package moves through our shipping partners.
Do you ship to PO boxes?
We can ship to PO boxes via standard shipping only. Express and Priority shipping options require a physical street address. Please ensure your shipping address is complete and accurate to avoid delivery delays.
What about customs and import duties?
International orders may be subject to customs duties, taxes, and fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in our shipping costs. We recommend checking with your local customs office for estimated charges before ordering.
What is your return policy?
We want you to love your purchase. If you're not completely satisfied:
Non-custom items: Return within 30 days for a full refund or exchange
Custom items: Please see our satisfaction guarantee—contact us within 7 days of receipt if issues arise
Defective items: We'll replace or repair any manufacturing defects
Items must be unused and in original packaging with all tags attached.
How do I initiate a return?
To start a return, log into your account and navigate to your order history, or contact our customer service team at returns@luxecustom.com with your order number and reason for return. We'll provide you with a return authorization and shipping instructions within 24-48 hours.
How long do refunds take?
Once we receive and inspect your return, we'll process your refund within 3-5 business days. The refund will be issued to your original payment method. Depending on your bank or credit card company, it may take an additional 3-7 business days for the funds to appear in your account.
Can I exchange an item?
Yes! If you'd like to exchange a non-custom item for a different size, color, or style, please initiate a return and place a new order for the desired item. This ensures the fastest processing. For custom items, please contact us directly to discuss options.
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely through industry-standard encryption.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect your personal and payment information. We are PCI-DSS compliant and never store your full credit card details on our servers. Your security is our highest priority.
Do you offer installment payments?
Yes, we offer installment payment options through Shop Pay Installments, Klarna, and Afterpay at checkout. These services allow you to split your purchase into 4 interest-free payments. Availability may vary by location.
When will my credit card be charged?
Your payment method will be authorized at checkout, but your card will only be charged when your order is confirmed and enters production. For custom items, the full amount is charged at confirmation. For pre-orders, you'll be charged when the item ships.
How do I create an account?
Creating an account is easy! Click the "Account" icon in the top right corner, then select "Create Account." Fill in your information, and you'll be all set. Account holders enjoy faster checkout, order tracking, and access to your order history and wishlist.
I forgot my password. How can I reset it?
No problem! Click "Account" and then "Forgot Password?" Enter your email address, and we'll send you a password reset link. Follow the instructions in that email to create a new password. If you don't see the email, check your spam folder.
How do I update my account information?
Once logged in, go to your Account Dashboard. From there, you can edit your profile information, change your password, update saved addresses, and manage your email preferences. All changes are saved immediately.
Can I delete my account?
Yes, you can request account deletion by contacting our customer service team. Please note that order history and other transactional data may be retained for legal and business purposes, but your personal information will be removed from our active systems.
Shipping & Returns
Shipping Information
Shipping Methods & Rates
Standard Shipping (5-7 business days)$15 or FREE over $200
Express Shipping (2-3 business days)$25
Priority Shipping (1-2 business days)$35
Order Processing
Orders are processed within 1-2 business days. Custom items require additional production time (2-3 weeks). You'll receive a confirmation email with tracking information once your order ships.
International Shipping
We ship worldwide. International delivery times vary by destination. Please note that customs duties and taxes may apply and are the responsibility of the recipient.
Returns & Refunds
Return Policy
We accept returns within 30 days of delivery for non-custom items. Items must be unused, in original packaging, with all tags attached.
For custom items, please see our satisfaction guarantee. Contact us within 7 days of receipt if you encounter any issues.
How to Initiate a Return
Log into your account and go to Order History
Select the order and item you wish to return
Follow the return instructions
Ship the item back using the provided label
Refund Processing
Refunds are processed within 3-5 business days of receiving your return. Funds will be credited to your original payment method. You'll receive email confirmation at each step.