Frequently Asked Questions

IMPORTANT:


Due to heavy congestion and delays within carrier networks there may be several days between tracking scans and deliveries may be delayed.


Due to COVID-19, you may experience a delay from shipping couriers.  Please allow more time than usual to receive your order. We thank all of the essential workers for their hard work and service.


SHIPPING


Currently, there are no delays with our processing and dispatch times, however, your orders may just take a little more time to get to you than usual.


Our delivery partners may be experiencing some delays with both Domestic and International orders due to current travel restrictions.


We have updated the estimated delivery timeframes on our website at checkout and our shipping section.


 

OUR TEAM


We are taking all the necessary precautions to ensure not only the safety of our staff and delivery partners but also, our customers.


We are open with extra safety measures taken. We’re closely monitoring health advice from the relevant authorities to make sure our teams are staying safe.


 

If you have any questions, please feel free to reach out to our Customer Service Team info@obsessedoverluxe.com

It’s possible the confirmation email has gone to your junk folder or maybe we have an incorrect email address for you!




Please contact us straight away at info@obsessedoverluxe.com with the Full Name the order was placed under.

Please allow 5 - 7 business days of processing and production time for your order to ship out. 


Purchases made on Weekends and on U.S. Public Holidays are processed and shipped the following business day. Once your order is dispatched you will receive your tracking number via your email entered at checkout.




Estimated shipping/delivery times do not include dispatch times. During high volume periods & sales, dispatch times may vary.



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 

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.

We provide tracking for every order. Tracking will be available once your product is shipped. Each individual product may be shipped from different fulfillment centers across the globe as our product research team spends the time to source for quality yet affordable products.



Track Your Order Here




IMPORTANT:



Due to heavy congestion and delays within carrier networks there may be several days between tracking scans and deliveries may be delayed.

Domestic Package: 


1. You can track your order by entering your email address and order number on our Track Order Page

2. You may visit USPS.com and enter your tracking number that was emailed to you directly on the carriers website.



International Package:


1. You can track your order by entering your email address and order number on our Track Order page.

2. Packages shipping International, you may enter the tracking number provided to you at the following website: http://www.17track.net.com/ (Please note: You may use your countries  shipping website to enter your traccking number that was emailed to you directly on the carriers website.)

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

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. 

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

If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at info@obsessedoverluxe.com. If the address is wrong, we can correct this within 24 hours.

We do ship every item with extra padding (if required for fragile items). Despite this, products can arrive damaged due to mail service mistreatment.



If this happens to you, please contact us with:


    - Your order number.


    - A picture of the damaged product.


Once received, we'll be happy to send out another free of charge.

We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to process your order. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 72 hours/7 working days (this time frame is dictated by your bank and isn’t something we can speed up unfortunately!).

We always want our items to fit our customers perfectly, so we provide a size guide and sizing information next to all items on our website. All our items generally fit true to (US) size but if we know a product’s material creates a tighter fit, we’ll recommend sizing up in the product description box alongside the item. If you require further help with sizing, our customer service representatives can recommend you a dress size if you send over the item name and your bust, waist and hip measurements via one of our contact platforms.

If you did not make a purchase from us and/or don't recognize a charge from Obsessed Over Luxe we will need you contact us immediately so that we can look into this matter and get it resolved!

Please be prepared to provide the following information: 

  1. Your Full Name
  2. Your Email Address
  3. Date of Transaction/Order Placed
  4. Last 4 digits of credit card used to make this transaction
  5. Total amount charged

You will need to create or log into your Obsessed Over Luxe account and add your favorite  items to your list by clicking the 'heart' icon on the product page.


**Remember to Create or Log In to your Obsessed Over Luxe account to add to your favorites!** 




What if an item I want is Out of Stock on the website? 

Simply visit the product page of your favorite item(s), and click the green ‚ÄúNOTIFY ME WHEN AVAILABLE‚ÄĚ button in the middle of the page. Once the item is restocked, you'll be notified right away via email!


Helpful Hint: Act quickly when you find a style, size, or color you like! Due to the fast fashion nature of our business, we never guarantee that an item will be restocked.


If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours.


Email: info@obsessedoverluxe.com