Cancellations and refunds

An order can be canceled within 24 hours of placing it, as long as the shipment has not yet been shipped .
Since these are custom-made products, canceling a transaction after 24 hours will be possible only in exceptional cases and subject to the company's discretion.
When canceling a transaction, a cancellation fee of 5% of the transaction value or 100 NIS will be deducted - whichever is lower , in accordance with the provisions of the law.
If the credit card company or other credit card clearing entity charges an additional fee for canceling the transaction, the customer will also be charged this amount in addition to the cancellation fee .
A cancellation request after receiving the product will be possible only within 48 hours of receiving it.
After confirming the cancellation, the customer must send the product back to the supplier within 2 business days , at her own expense .
If the shipment has already been sent to the customer, cancellation of the transaction will only be possible after receiving the product back and in accordance with the detailed terms for returns .

A product can only be returned in its original packaging and unused.
Removing the original covers from the product will be considered use and will not allow a return.
A product with signs of use, unusual odors or dirt will not be accepted for return .
A return request must be submitted within 48 hours of receiving the shipment by contacting customer service.
After approval, the product must be sent to the supplier within 2 business days , at the customer's expense.
A product that is returned and does not meet the specified conditions will not entitle the customer to a refund and/or credit, and a refund of 50% of the price paid will be given .
Monetary credits will only be given to the credit card with which the order was made and in accordance with the credit company's schedules .

You can request a replacement by contacting us on Instagram, WhatsApp or email .
After confirming the exchange , the customer must send the product to the supplier at the shipping cost that will be charged to her.
Exchanges will be possible within 3 days only for products purchased with a discount, sale or coupon code .
Products purchased at regular price can be exchanged up to 30 days from the date of purchase.
The shipping cost for an exchange is 60 NIS each way.
A product that has already been replaced in the past cannot be replaced again .

The product must be inspected immediately upon receipt.
If the product received is different from the product ordered or has a defect , customer service must be notified within 48 hours of receipt.
In the event of returning a defective product, the return will be made at no cost to the customer.
If the customer does not report a defect in the product within 48 hours , the company will consider this as confirmation that the product was received in good condition and the customer will have no claim on the matter.

📩 To contact customer service:
✉ Email: info@luxeshadows.com
📱 WhatsApp: 055-9917726
📸 Instagram: @luxeshadowshop

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