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Ask a question about our store policies or browse the most common answers below.
Ask GO THE LUXE
Type a question about shipping, returns, refunds, payments, orders, sizing, or support. This tool matches your question to our published store information and does not make decisions about individual orders.
Popular questions
Shipping How long will delivery take?
Free Shipping has an estimated total delivery time of 5–10 business days: 2–4 business days for processing and 3–6 business days in transit. The $3.99 faster-processing option has an estimated total delivery time of 4–8 business days: 1–2 business days for processing and 3–6 business days in transit. Delivery times are estimates.
Shipping How much does shipping cost?
We offer a Free Shipping option and a $3.99 option with faster order processing. The available methods and final charge are shown at checkout. The paid option shortens processing time; both options use the same estimated transit range of 3–6 business days.
Returns Can I return an item?
You may request an eligible return within 30 days after receiving your item. The item must be unworn or unused, with tags and its original packaging, and you will need your receipt or proof of purchase. Contact us before sending anything back; returns sent without prior authorization are not accepted.
Returns Who pays for return shipping?
The customer pays return shipping for preference, fit, or change-of-mind returns. GO THE LUXE covers return shipping when the item is defective, damaged, or incorrect. Contact support first so we can review the issue and provide the correct instructions.
Refunds When will I receive my refund?
After we receive and inspect the return, we will tell you whether the refund is approved. Approved refunds are issued automatically to the original payment method within 10 business days. Your bank or payment provider may need additional time to post the funds. Contact us if more than 15 business days have passed since approval.
Orders Can I change or cancel my order?
Contact support as soon as possible with your order number and the email used at checkout. We can review the request, but we cannot guarantee a change or cancellation after processing or shipment has begun.
Payments Which payment methods can I use?
Available methods include Visa, Mastercard, American Express, Diners Club, Discover, Shop Pay, eligible Shop Pay Installments, Apple Pay, Google Pay, and PayPal Wallet. The methods available for a specific purchase are the ones shown at checkout.
Products Where can I find sizing and material information?
Check the product page for the details available for that specific jacket, including its options and any confirmed sizing or material information. Product details can vary. If information you need is not shown, contact support before ordering.
Returns Where should I send a return?
Do not send an item back before contacting us. Email support@gotheluxe.com to request authorization and return instructions. The business address does not accept returns.
Support How can I contact customer support?
Email support@gotheluxe.com or call +1 (575) 306-0862. Customer service hours are Monday to Friday, 09:00–17:00 Mountain Time, and weekends, 11:00–16:00 Mountain Time.