Help Center
Q: How do I know if my order has been placed successfully?
A: Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - Shortly after completing the checkout process, you will receive an email confirmation from us which will include your order number. If you haven't received an order confirmation email, it is likely the result of one or two things:
• Your order was never actually placed and processed.
• You have entered an incorrect email address with your order
If you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation. In the event that you still cannot locate an order confirmation, please email us at info@svluxaccessories.com. Our support team is always happy to guide you at any step!
Q: Can I place a large order (for my clients, employees, team etc.)?
A: Yes! To begin this process, please email us a spreadsheet that contains shipping addresses (columns for Name, Address, City, State, Zip). Add in additional columns to indicate which gift each recipient should receive, and what their gift note text should say. Send this information to us at info@svluxaccessories.com
Q: How do I know if my order has shipped?
A: Once your order ships, you will receive another email containing your tracking number. If for any reason you have not received your shipping confirmation email and your order date is past 5 business days, please let us know by emailing info@svluxaccessories.com. We will be happy to find out what exactly is going on with your order.
Q: Can I track my order?
A: Yes, once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to track your package online, you can also use the order number to track your order at anytime on our website. It may take several days for your tracking information to be updated online. Please Note: Due to COVID-19-related safety procedures put in place by third-party couriers, processing and shipping of orders may be delayed. It is important to keep in mind that the estimated delivery time is exactly that, an estimation. It is an average calculated based on the time it usually takes to a given courier company to bring a package to its destination.
Q: How do I make changes to an order I’ve already placed?
A: We strive to process orders as quickly as possible. But we will try to accommodate any order change. The quickest way to get a hold of us is by emailing us at info@svluxaccessories.com. Please be sure to include your order number and to let us know what changes need to be made. We will be sure to let you know, as quickly as possible, whether we were able to make the wanted changes.
Q: I just placed my order and I forgot to include a gift notes. Is it too late?
A: Reply to your order confirmation email and let us know that you meant to include a note, and if it hasn't shipped yet we'll make sure it is included. If you have a question about an order you’ve already placed, no worries, just reply to the confirmation email you got and we'll get in touch with you right away to help out.
Q: Can I cancel my order?
A: Yes, for orders cancellation, we offer a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
Q: Can I return or exchange a product?
A: If you are not satisfied with your purchase for any reason, you may return the item(s) within 30 days of receipt for a refund or exchange. Please note that the item(s) must be unused and in their original packaging to be eligible for a refund or exchange. You will be responsible for the cost of return shipping, unless the item(s) you received are damaged or defective.
Q: What do I do if I received a defective order?
A: If you received a defective order, please contact us directly at info@svluxaccessories.com so we can help resolve the issue. We understand the importance of your order and will do our best to make sure you are satisfied with your purchase.
Incorrect or Missing Products:
We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
a. For incorrect products, we offer a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., we offer a refund or resend if you provide detailed information about your product.
c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
d. For accessories, we will resend the accessories.
Products Damaged.
We offer a full refund or a replacement if packages arrived are badly damaged.
We offer a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.
Please provide photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
Q: What do I do if you never received your order?
A: We would be happy to help you investigate the status of your order and provide you with a resolution. Please contact us at info@svluxaccessories.com
Q: Can I get a refund if a product goes on sale after I purchase it?
A: We do not offer refunds for products that go on sale after you have purchased them. However, if you are not satisfied with your purchase for any reason, you may return the item(s) within 30 days of receipt for a refund or exchange.
Q: How long do I have to return an item?
A: The time period for returns can be found in the return policy for the item you purchased. Generally, we offer a 30-day return window.
Q: Can I get a refund if I changed my mind about the product?
A: Yes, we offer refunds for items that are returned in their original condition within the designated return window. However, please note that some items may be subject to other restrictions. Please refer to the return policy for the item you purchased for more information.
Q: When will I receive my refund?
A: Refunds are typically processed within 5-7 business days after we receive the returned item. However, it may take longer to receive the refund depending on your financial institution's policies.
Q: Do you offer price adjustments if an item goes on sale shortly after purchase?
A: Our price adjustment policy varies by product and can be found in the product description or on our website. Generally, we offer price adjustments within a certain time period after purchase, but this may vary depending on the product.
Q: Do you have any discount codes available?
A: We do not offer discount codes at the moment; however, we do run special promotions from time to time. If you would like to hear about promotions first please subscribe to our emails in the footer of this page.
Q: What is your rewards program?
A: Our exciting rewards program, SV Points, designed to help you get more out of your shopping experience! With SV Points, you can earn points for different actions and turn them into awesome rewards. We offer a variety of ways to earn points, including signing up, placing orders, and more. You can earn 200 points simply by signing up, and for every $1 spent, you can earn 5 points, making it easy to rack up points quickly.
Once you have earned enough points, you can redeem them for order discounts, with 100 points equaling $1 off your purchase. With SV Points, you can enjoy even more savings and rewards as you shop with us. So sign up today and start earning your way towards some fantastic rewards!
Q: Can I receive a referral rewards?
A: When you refer a friend to our website, they will receive a $5 off coupon to use on their first purchase. And the best part is, you'll receive a $5 off coupon for every friend you refer who makes a purchase. It's a win-win situation for both you and your friends!
Our referral program is a great way to share your love for our products and help your friends save money on their purchases. Plus, you'll earn rewards that you can use on your next purchase, making it a great way to get more for less. So, what are you waiting for? Start referring your friends today and start earning rewards for every successful referral!
Q: How can I contact customer service?
A: You can contact customer service by email at info@svluxaccessories.com. We strive to respond to all inquiries within 24 hours, but please note that response times may vary during peak periods.
Q: What are your customer service hours?
A: Our customer service team is available Monday to Friday from 9am to 5pm PST. We strive to respond to all inquiries within 24 hours, but please note that response times may vary during peak periods.
Q: Do you offer customer service in languages other than English?
A: At this time, our customer service team is only able to provide support in English. However, we are working to expand our language capabilities in the future to better serve our international customers.
Q: Is my personal information secure when I shop on your website?
A: Yes, we take the privacy and security of our customers' personal information very seriously. We use industry-standard SSL encryption to protect your personal information during the checkout process, and we do not share your information with third parties except as necessary to process your order. Please refer to the Privacy Policy for more information.
Q: How do I leave a review for a product?
A: To leave a review for a product, go to the product page and click on the " Write a review" tab. From there, you can write a review and give the product a rating. Your review will be posted on the product page for other customers to see.