FAQs

Here you'll find the answers to the most common questions our customers have!

Shipping

We typically ship all orders within 2-5 business days. If you select Express shipping at checkout, we aim to ship your item within 2 business days.

We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.

We ship all orders from our USA factory. Once shipped, we see delivery happen within the following timeframe:

  • USA: Within 2-5 business days

  • Canada: Within 4-7 business days

  • Western Europe: Within 5-7 business days

  • Australia/NZ: Within 5-10 business days

  • Rest of the World: Within 5-12 business days
    These timeframes are typical, and sometimes local carrier issues may mean your item arrives slightly later than this.

Please contact info@craftluxur.com quoting your order number from the confirmation email/SMS message. We’ll help track down your order.

For USA domestic orders, you can opt for Express order processing at checkout. This prioritizes your order for shipping within 2 business days, where possible. We hope to offer Priority carrier options for USA and International orders in the near future.

We do our best to ensure your item arrives smoothly and quickly, including labeling the package with all relevant information for customs authorities.

It’s unusual for orders of 1-2 items to attract customs fees, except in countries with a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.

Shipping insurance is available at checkout, provided by Route. Route will contact you via email with all insurance info and terms. If your item becomes lost, stolen, or damaged in transit, you can file a claim directly at claims.route.com.
Please note: Shipping insurance is non-refundable once your order has shipped.

Cancellation & Exchanges

We begin production of orders as soon as possible. Depending on when your order was placed, cancellation may be possible if production has not yet started.
Please contact info@craftluxur.com to check if changes or cancellations are possible, and provide the reason you wish to cancel.

Please contact info@craftluxur.com for any damaged, defective, or incorrect items, including a photo of the item.

We will arrange for a replacement to be sent to you as soon as possible. Please do not return items without authorization from support.

If you have concerns about your purchase or are thinking of returning it, please contact info@craftluxur.com with your reason for wanting to return.

Note: Personalized items may be subject to a deduction from the refund amount as they cannot be restocked.

This is rare, but if it happens, it may be due to life-like renderings used for listings. However, if you believe there is a defect, please send photos to info@craftluxur.com along with your order ID for review.