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FREQUENTLY ASKED QUESTIONS

Questions About Orders

1. How do I place an order on thelueq.com?
To place your order, select the desired item(s) and the appropriate size/color and click "Add to Shopping Bag".   

Your Shopping Bag will appear on the right-hand side of the screen, and can be accessed elsewhere on the site by clicking the Shopping Bag icon in the top right-hand corner. Once you have made your selection, please click "Proceed to Checkout" to complete your delivery and payment details. When your order has been confirmed, you will receive an Order Confirmation email.

For The Travel Closet Concierge Service, please select your desired look—you will see each completed look prominently displayed along with the pieces used for each outfit. Select your desired size based on the items listed where applicable, select your shipping preference—one way or roundtrip concierge—and then add to cart.

2. The item(s) I had in my Shopping Bag have disappeared, what can I do?
Regretfully, it is not possible for us to reserve items in your Shopping Bag. If an item has disappeared from your Shopping Bag, this may mean that it is no longer available. 

 

In this instance, you can sign up to be notified if the item becomes available again by using the "Notify Me" button. If the "Notify Me" button is not available, you can contact our Customer Care to enable an ambassador to assist you.

3. What is a preorder, and how can I place one?
We are excited to allow our online customers to purchase our newest collections early by placing a preorder on thelueq.com. A preorder can be placed if the item(s) shown are not immediately available for shipment.

Items offered for preorder will be clearly marked as such, and will display an estimated shipping date for your reference on their product pages. Please note that these dates are not guaranteed and the actual shipping date may vary for any given preorder item.

When placing a preorder, the item(s) purchased are reserved for you and will be shipped as soon as they become available. You will be charged for the total amount of all preorder items purchased at the time the order is placed.

4. I haven't received my order confirmation email, has my order been confirmed?
If you haven't received an order confirmation email within 1 hour of placing your order, we recommend checking your spam or junk email folder. You can also search for our email address "marketing@branndet.com".  

If you are still unable to find your order confirmation email please contact our Customer Care team and an Ambassador will be able to assist you.
 

5. Where is my order shipped from?
Orders from thelueq.com are shipped from our warehouses in the United States and France. The warehouse that will ship your order is determined based on availability of the item(s) purchased and cannot be selected or changed. We request that you allow sufficient delivery time as some orders may require international shipping for this reason.

6. Why am I receiving multiple shipments for the same order?
If you have placed an order for multiple items you may receive multiple shipments for the same order. This will occur if the items purchased are held in different warehouse locations. For each shipment you will receive a Shipping Confirmation email with the corresponding tracking details.

7. Where is my order?
If you have an account you can check your order's shipping status by going to My Orders in the My Account area.  

At the time of checkout you will receive an Order Confirmation email. You will receive another email once your order has shipped containing tracking information which you can use to follow your shipment's progress.

Once your order has been dispatched you can follow its progress by clicking the tracking link in the Shipping Confirmation email. 

Should you require any further assistance in tracking or locating your order, please get in touch with our Customer Care and a team representative will be delighted to assist you. 
 

8. Can I modify or cancel my order?
If you have changed your mind about your order after you have placed it, we kindly ask that you contact us as soon as possible at marketing@branndet.com

Please note that orders that have already been processed cannot be changed or cancelled and must be returned. For help initiating a return please refer to our Returns and Refunds page.

9. What are my shipping options?
We offer standard or express shipping for every order.  

You can find more information regarding our shipping methods and carriers on our Shipping and Delivery page, along with the approximate shipping windows for each method.

10. Why hasn't my order shipped yet?
We begin processing orders within 24 hours of placement on all operating business days. Our warehouses ship Monday through Friday - orders placed after 3:00 pm local time on Friday will be processed and shipped the following business day. Please note that local time refers to the time zone of our warehouse locations, not the location of the customer.

Our warehouses are closed for certain U.S. and Italian holidays, and orders placed on these dates will be processed and shipped the following business day.

Holiday Date

Warehouse(s) Closed

New Years Day

January 1st

U.S. and Italy - New Years Day (Observed)

January 2nd

U.S. - President's Day

February 20th

U.S. - Bank Holiday (Easter Monday)

April 10th

France - Bank Holiday (French Labor Day)

May 1st

France - Victory in Europe Day

May 8th

France - Ascension Day

May 18th

France - Memorial Day

May 29th

U.S. - Independence Day

July 4th

U.S. - Bastille Day

July 14th

France - Bank Holiday (Feast of Assumption)

August 15th

France - U.S. Labor Day

September 4th

U.S. - Bank Holiday (All Saints' Day)

November 1st

France - Armistice Day

November 11th

France - Thanksgiving Day

November 23rd

U.S. - Christmas Day

December 25th

U.S. and France - Christmas Day (Observed)

December 26th

 

11. My preorder has not been shipped but it is past the estimated shipping date I saw when placing my order. When will I receive my order?
The estimated shipping date shown on the product page is an approximation and not a guarantee. We aim to ensure this estimation is as accurate as possible, and therefore it may change after you place your order. However, the shipment of your order may still surpass this date. In these instances, we invite you to reach out directly to Customer Care where a team representative will be delighted to assist you.  

Questions About Payment

1. Which payment methods can I use?
We accept the following payment methods on thelueq.com:  

  • All major Credit Cards (Visa, Mastercard, American Express, Discover…) 

  • Apple Pay

  • PayPal

 

2. Why does my order show "estimated tax" at Checkout?
Sales Tax is applied to your order in accordance with individual state and local regulations. We collect sales taxes in all applicable states.

For this reason, an estimation of the tax charge might be added to your order total during the checkout process. Exact charges will be calculated automatically after your order is shipped, depending on the Zip Code of the shipping address. The final amount will be equal to or less than the estimated Sales Tax shown to you at checkout. The final Sales Tax applied to your order will be indicated in the invoice you receive with the Shipping Confirmation email.


Questions About Returns and Refunds

1. How do I return my order?
Items purchased from thelueq.com can be returned within 14 days of their delivery date.

To initiate a return for an order placed on thelueq.com please review the instructions on our Returns and Refunds page.

Our Customer Care team will provide you with detailed instructions to initiate your return. They will reach out to you within 24 hours of the submission of our Return Form. 

Once your return shipment reaches our warehouse, please allow up to 10 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed in our Return Policy, the item(s) will be sent back to you and your return request will be denied. Once your return has been accepted you will be issued a refund to the original form of payment and you will receive a confirmation email. 

2. Can I return items from different orders in the same box?
Regretfully it is not possible to return items from different orders in the same box, and doing so may delay your refund.  

Where possible, we request that you ship returns in their original shipping box. If you received multiple shipments for the same order, we kindly ask that you return them following the corresponding return instructions received by email.

3. Can I exchange my order?
We do not currently offer exchanges.  

If you have changed your mind about an item you have ordered, you may return it for a refund within 14 days of receiving your order. Please ensure that the item is in its original condition with tags still attached.  

You can contact our Customer Care team and a team representative will be pleased to guide you through the return process.  

4. Can you issue my refund to a different payment method?

All refunds will be sent to the original payment method.

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