LUX LAIRReviews of luxlair.com

Response from LUX LAIRJan 28, 2026

Hi Jelia, Thank you for your feedback. Our records indicate that no order was placed and there was no direct interaction with our customer support team. We are transparent in our pricing and do not represent items as discounted from a designer’s retail pricing unless explicitly stated. Retail pricing can vary significantly across markets, regions, inventory cycles, and sales channels. We stand behind every item we sell. For any questions regarding our policies or pricing structure, our team is available through our official contact channels. Best regards, — LUX LAIR

Response from LUX LAIRSep 26, 2024

Thank you for being a long-time client of LUX LAIR. We truly appreciate and value your continued business and loyalty. We understand your disappointment regarding the exchange request for your Gucci bag. Unfortunately, we were unable to process the exchange because it was outside of our 30-day return period, as per our policy. That said, we would love the opportunity to assist you further. Please reach out to us at [email protected], and we'll do our best to explore any possible solutions. Thank you again for your understanding.

Response from LUX LAIRJun 2, 2024

We sincerely apologize for any inconvenience this customer has experienced. Upon reviewing the video footage of the picking and packing process at our warehouse, we confirmed that the bag was included in the box at the time of shipment. Given the rise of "friendly fraud," we must validate any claim of an empty package with the carrier. In this instance, we initiated an investigation with USPS. Their findings confirmed that the package was delivered to the customer's address with the same weight it had when dispatched and showed no signs of tampering. Additionally, the marketplace through which this purchase was made, reviewed the case and decided in our favor, choosing not to issue a refund to the customer. As for our operations, our headquarters are in Minneapolis, MN, and like many companies, we utilize warehouses worldwide. We deeply regret any frustration this situation may have caused. We have informed the customer that we are willing to issue a refund if they can successfully appeal the carrier's determination that the package was delivered to their address intact.

Response from LUX LAIRMar 4, 2023

As our numerous online reviews can attest, we only sell 100% authentic merchandise, and we stand behind this with a lifetime guarantee—the strongest in the industry. In fact, we purchased the item in question directly from the brand. To assuage the customer's concerns, we offered to cover the cost of a professional authentication of the bag, however, they declined. As for the return, itself, we gladly provided the customer with a pre-paid return label to send the item back to us for a full refund per our 30-day return policy.

Response from LUX LAIRMar 12, 2021

We are very sorry about the delay with this customer's order. Despite our best efforts and shipping the order on time, it was delayed by the postal carrier due to the COVID-19 impact and weather conditions. We had opened a case with USPS regarding your package and the package was then delivered. LUX LAIR is committed to doing whatever we can to ensure our customers are satisfied. We appreciate the customer's patience as we navigate logistical challenges during these unprecedented times.

Response from LUX LAIRJan 27, 2021

We are very sorry about the delay with this customer's order. Despite our best efforts and shipping the order on time, it was lost in transit by USPS. We reached out to the customer and customer asked us to send him another bag. We have sent another bag to the customer through FedEx. Once again, we apologize for the delay and thank the customer for their patience during these unprecedented times.

Response from LUX LAIRNov 10, 2020

We are very sorry about the delay with this customer's order. Despite our best efforts and shipping the order on time, it was delayed with the postal carrier due to the COVID-19 pandemic and arrived a few days late. We reached out to the customer to apologize and see if there was anything further we could do to make the situation right but have not heard back. Once again, we apologize for the delay and thank the customer for their patience during these unprecedented times.

Response from LUX LAIRNov 10, 2020

The customer's order was shipped out to them the same day it was placed and a confirmation email with their FedEx tracking number #397500869878 was sent to them. However, the shipment was stopped by Russian customs, because the government is not allowing packages to be imported to private residences from most carriers at this time. Upon learning this, we reached out to the customer and offered to fully refund them or express mail them another package via USPS (the only carrier being accepted by Russia for private residences). The customer asked to have another package sent via USPS (ordinarily, we do not ship via USPS internationally) and so we gladly did - tracking#CJ454903804US. The customer confirmed receipt of the order and stated everything was now okay on 11/22/20. LUX LAIR is committed to doing whatever we can to ensure our customers are satisfied. We appreciate the customer's patience as we navigate logistical challenges during these unprecedent times.