Policies

PRODUCTION TIME *** COVID-19 UPDATE *** 

Due to the high quaity of the custom-made product, please allow 3-7 business days for production time before it is shipped out. Delivery dates are ONLY estimates. *** Due to the unfortunate pandemic we are facing, production time may vary. Our team are hard at work, keeping up with new orders and the continued top notch production times as well as quality control.

** It is recommended to choose "Premium" (USPS Priority Mail 2-4 Days) or "Express Shipping" (USPS Priority Express Mail 1-2 days) at Checkout to help Expedite your order. These times may vary!

Your patience in this matter is greatly appreciated as we work through this difficult time together. 

 

DAMAGED/DEFECTIVE PRODUCT AND RETURN POLICY

Casual Luxuries offers a 100% print guarantee. In the event your product is damaged or defective, customers must contact Casual Luxuries within seven (7) days of receipt of the damaged or defective product and you must provide reasonable proof to us of such damage or defect.

Casual Luxuries will promptly review your correspondence in order to determine whether such damage or defect warrants a new Product sent to you at no additional cost. Casual Luxuries will inform you of its decision to approve or deny your request for a new Product along with an explanation of its decision.

Casual Luxuries will not honor refund requests which are attributed to your size concerns. Please review our sizing charts before orders are placed to ensure our sizing meets your sizing requirements.

SHIPPING POLICY *** COVID-19 UPDATE ***

*** Due to the unfortunate pandemic we are facing, shipping times may vary. Please allow at least 3-14 days for Shipping times. Our team are hard at work, keeping up with new shipments and shipping them out in a timely fashion.

*** During the Holiday season it is recommended to choose "Premium" (USPS Priority Mail 2-4 Days) or "Express Shipping" (USPS Priority Express Mail 1-2 days) at Checkout to help Expedite your order. Your patience in this matter is greatly appreciated as we work through this difficult time together. 

You may be provided with various options to ship your ordered Product. Casual Luxuries bears no responsibility for any and all shipping carrier’s inability to ship your ordered Product. Furthermore, Casual Luxuries may, in its sole discretion, select a different shipping carrier on your behalf should the shipping carrier you selected be unable to ship your ordered Product within the specified terms you requested such shipment to occur. You will bear the cost of any shipping costs and fees associated with your selected method of shipment or shipping carrier. Title to any Product on the Casual Luxuries Platform shall remain with Casual Luxuries until payment for such Product has been received and the Product has been placed with the shipping carrier. Thereafter, title and risk of loss for all Products ordered by you will pass to you, upon receipt of full payment and your ordered Product to the shipping carrier.

If your shipping address is incorrect please contact us immediately at CustomerService@mycasualluxuries.com or mycasualluxuries@gmail.com with the following information:

•Order number

•Email address order was placed with

•Correct shipping address

If the order has already been shipped it is the customers responsibility to contact the carrier to make necessary address updates. If the package is not able to be delivered successfully as it needs to be signed for, its the customer who is responsible for contacting the carrier to arrange for delivery. Otherwise, the customer may risk the package being destroyed by the carrier.

Shipments outside of the United States may encounter custom duty fees. The fees are based on the destination and the regulations the country being shipped to. Different countries have import procedures which is determined by its custom’s law in the destination country, not Casual Luxuries or the carrier.

To assure packages are shipped in confidence, Casual Luxuries uses its primary carrier DHL for international shipments. Once an order has been shipped, you are able to update your settings for delivery via DHL On-Demand, otherwise the following delivery rules apply:

All packages will require signatures upon delivery. However, we authorize DHL to leave the package at a specific location without signature if the delivery area meets DHL safety measures. You may visit DHL On-Demand to adjust your delivery options.

Two delivery attempts will be made from DHL. If you miss the second attempt, please contact DHL to confirm the DHL hub the package is located at for pickup. After two attempts have been made, the package will remain with DHL for 7 days before sending back to the shipper or you may risk having it destroyed. Once a shipment is destroyed, Casual Luxuries cannot refund the order. If you have issues retrieving your package, please contact Casual Luxuries and we are happy to assist in getting your package successfully delivered.

If you have not received your package within 14 days after the shipment date or you believe it has been lost or stolen, please notify Casual Luxuries within 14 days of the shipped date. We will refund or reprint free of charge and file a claim on your behalf. If you have not inquired with Casual Luxuries about a missed, lost, stolen or undelivered package within 14 days of the ship date, Casual Luxuries will not be able to refund orders.

Once an order has left our manufacturing center, we are no longer are able to change the shipping method. If your order has not left our manufacturing center, please contact Casual Luxuries to update your shipping method along with payment method for updated shipping fees. We only accept changing shipping method from 'Standard' to 'Expedited'.

If an incorrect shipping address is entered or DHL is unsuccessful to deliver to an address, we will receive notice from DHL and notify you of the shipping fees incurred to resend the package to the correct address. Once payment is received, we will arrange re-route of the package. If a response is not given or failure of payment, the package will be disposed. 

 

MESSAGING TERMS