Help Center

FAQ

U.S. orders will be shipped via our shipping partners & delivered via USPS 

International Orders will be shipped depending on the fulfillment center the product is from.



Note: We are currently shipping however due to restrictions we are fulfilling orders at a limited capacity. You may experience slight delays as we kindly ask for your patience during this time!  We appreciate your continued support and understanding 


Average transit times to the United States : 15 - 30 Business days. 

Average transit times to International: 15 - 45 Business days



There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.



Due to the reasons that the inventory may be located in different warehouses, weight limitation of logistics and the packing rules of customs, orders may be split into more than one package. Remaining items will be shipped in another parcel soon after. Once sent out, you will be informed by email.

Before reporting non-receipt of a package, please be sure you check with neighbors, roommates, family members or anyone else who may have been home at the time the package was delivered.


 

If your package is still lost or missing, you must contact us within 10 days and we will be more than happy to assist you in working with the carrier to complete the claims process.


Please reach out to Customer Care, be prepared to provide the information below.


  • Order Number

  • Tracking Number

  • Delivery/Shipping Address,

  • Description of Events Leading to Claim Having to be Filed

  • Reason for Claim

  • Claim Amount (amount of order)

 

Obsessed Over Luxe does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. If you would like to review additional details regarding our Shipping Policies please click HERE

Please be advised that cancellation requests must be made within 12 hours of placing your order. Requests may be placed through email. Cancellation requests must be authorized and approved before the order is shipped. Once your order has been shipped, it may not be canceled under any circumstances. Please note that Obsessed Over Luxe does not issue any refunds. If your cancellation is approved you will receive store credit for your purchase. 

What is Route and Green Package Protection?

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we‚Äôve partnered with Route to offer added assurance that you‚Äôre supported, no matter what. Green Package Protection can be added during checkout.Every time you add Green Package Protection to your order, Route donates to support anagroforestry initiative that removes CO‚āā from the air and promotes a flourishing ecosystem.¬†

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

What is Carbon Neutral Shipping?

Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action ‚Äď no donation required.

How does Green Package Protection/Carbon Neutral Shipping work?

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes 

In both cases, the Route Premium cost will not be refunded 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection

When Should I File a Claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered¬†
  • Please note, some order issues may require a police report to be filed

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

  • Claims for damaged items¬†require¬†photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?

Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions? Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

Obsessed Over Luxe does not issues refunds. Items that do not fit your expectations may be exchanged or returned for store credit as long as they are unused, unwashed and intact with all accompanying tags/packaging. We do not, under any circumstances, accept returns or exchanges of FINAL SALE items, which include bodysuits, intimates, swimwear, accessories and beauty products. JUMPSUITS AND ROMPERS ARE NOT CONSIDERED BODYSUITS AND CAN BE RETURNED/EXCHANGED. 

We will not accept any returns to our facility; returns will only be accepted via mail.

For more details, please visit our Returns policy page : https://www.obsessedoverluxe.com/policies/refund-policy