Customer Service

We offer free ground shipping on orders over $49 within the continental United States, and a flat fee of $10 for any orders under that amount. Shipping charges may apply if an order contains oversize or heavy items that require additional delivery services, but that’s a very small percentage of our sales.  In rare instances where this is the case, a Luxalo customer concierge will contact you to inform you of additional charges, giving you the opportunity to decide whether you wish to move forward before anything is shipped.  For customers in Alaska or Hawaii, we will contact you to inform you of the shipping charges before anything is shipped, or you may contact us in advance for a quote.

Your credit card will never be charged until shipment is confirmed.  You may see an authorization hold, but the payment will only be captured as the item(s) are shipped.  The exception to this may be if an item is on back-order, and you have told us you wish to wait for the item.  In these instances, since we cannot control when an item may be shipped out from the manufacturer, we have to capture the payment upfront.  Again, this happens very infrequently, and never without advance permission from you.

Please be aware that some vendors have policies requiring a signature for deliveries, and may not be able to leave items at your door.  If you (or another household member) will not be home to sign for your package, please consider providing an alternate address, such as your workplace, when you check out.

At this time, we are only able to ship within the U.S. (sorry!).

Luxalo takes privacy and security very seriously.  We will never share, sell, or rent any information you share with us with any third parties.  We utilize Secure Socket Layer (SSL) technology to encrypt and protect your information during the order process, and we do not store any credit card data on-site.  We are also an Authorized.net verified merchant (just look for the seal in the lower left-hand corner of the shopping cart page).  You can shop with confidence.

We stand behind our merchandise, and are confident that you will be happy with your purchase from us. But if you aren’t, you may return any Luxalo purchase within 30 days from the time you receive it (in other words, we don’t start the clock until the merchandise is in-home). Fixtures need to be in like-new condition, un-installed, and in the original packaging to be eligible for a return.  A few other rules to be aware of:

• All items returned are subject to a re-stocking fee, unless you are exchanging items for a replacement purchase of equal or greater value.  Unless noted below, re-stocking fees are 10% of the purchase price.
  • Varaluz: 20%
  • American Fluorescent: 25%
• Custom, made-to-order items may not be returned (custom-made items are indicated clearly on the site).
• Merchandise included in our free shipping promotion will have the initial shipping and handling costs deducted from the refund.
• Merchandise must not have been damaged while being shipped back (you can insure your merchandise, if desired).

As referenced above, we will happily waive any re-stocking fees as long as you are exchanging merchandise for something of equal or greater value.  Please understand that Luxalo does not profit from re-stocking fees, and we do so only to cover costs that we ourselves incur when applicable. 

To Schedule a Return

To return a purchase please e-mail us, and include the following information:

1)     Your Luxalo order number

2)     Your name and contact phone number

3)     Reason for the return

We will acknowledge your return request within 24 business hours (usually less), and contact you by email or phone if we need to know anything else.  We will provide a Return Goods Authorization number (basically a number that identifies your specific case to the incoming warehouse), and detailed instructions for shipping your item(s) back.  Please note that as we must contact the manufacturer directly for this information, it may take up to 7-10 business days.  We unfortunately cannot issue a refund for any item that is returned without proper authorization, so please let us know using the directions above if you need to send something back. 

In addition to having 30 days to return an item after receipt, you will then have 14 additional days to return the product after the Return Goods Authorization has been issued.  We recommend that you retain the tracking number from your return shipment in case it is needed.  We will issue your credit just as soon as we’ve been given word that the item has been received and inspected, which will take place at our manufacturer’s facilities.

If you would like to cancel an order (or part of an order) that has not yet shipped, please contact us immediately. We will contact the manufacturer as quickly as possible, and e-mail you an acknowledgement of cancellation.  If your order has already shipped at the time you wish to cancel, it will be treated as a return.

Please open and inspect your item(s) within 30 days of receipt. If you received products that have manufacturer’s defects, or have been damaged in transit, please contact us as quickly as possible.  Defective or damaged items will either be replaced or repaired at our discretion.  If a fixture is delivered with broken glass, please notify us immediately, and replacement glass will be shipped to you at no additional expense to you. We will do everything possible to make sure that the problem is resolved quickly and to your satisfaction.

For standard packages which have been damaged during shipment, please notify us within 48 hours so that we may file a claim with UPS or FedEx on your behalf. Larger packages which have been delivered via common freight carriers and show visible damage should have that information noted on the bill of lading or receipt. 

Please allow up to 5-7 business days for your replacement items/parts to ship, although we make every attempt to get these items out to you right away.

The vast majority of our selection is offered at internet minimum pricing, meaning that you will not pay a premium simply for shopping with Luxalo instead of a larger superstore.  If we place an item you purchase from us on sale or clearance within 30 days, simply contact us, and we will refund you the difference. 

If you are an interior designer, builder, architect, or other member of the trade, we do offer discounts if credentials can be verified.  Please contact us so that we may discuss details.  We look forward to hearing from you!

Providing the best possible shopping experience is our goal, and we view placing that first order as just the beginning of our relationship.  We want to exceed your expectations for service, and build long-term relationships as sustainable as the lighting options available on our site.  For that reason, we view customer service as a highly personalized experience.  Have specs for a project, but not sure how to get started?  Send us the details, and we'll respond within 24 business hours with suggestions and product recommendations. If what you're looking for is not something we can get, we'll recommend someone else who might.

We are available to help you through whichever communication channel is most convenient for you.  Our Customer Concierge is available from 9AM - 5PM, EST, Monday through Friday.  If you get our voice-mail, it's may be because we're busy researching a lighting solution for another customer; leave us a voice-mail and we will return your phone call immediately.  Furthermore, we will respond to all email or Twitter inquiries in less than 24 hours, Sunday through Saturday (holidays excluded).

Email: Use the Contact Us form on our site.

Toll-Free: (866) 276-5862

Twitter: @Luxalo_Help

Mailing Address: Alcove Brands, LLC, P.O. Box 962, Suwanee, GA 30024