ORDERING
I’VE PLACED MY ORDER. WHAT IF I NEED TO CHANGE MY ORDER?
Please contact us so we can do our best to accommodate you. The best way to reach us is by email our team at support@kayluxshop.com.
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What is Route+?
Route+ is premium package protection and tracking solution for your online orders. Route+ is added at checkout, and you can easily file claims for any packages lost, stolen or damaged in transit. Need to file a Route+ claim?
File here.
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I don't want to insure my package, can I opt out of ROUTE+?
Yes, you can always opt out at cart or checkout by deselecting the radial button to the left.
What do I do if I have missing items in my order?
If something is still missing, please contact us immediately at support@kayluxshop.com
How long does it take to ship my order?
All orders take 1-3 business days to process and another 3-7 business for your package to arrive domestically. We are not responsible for delays caused by the customs department in your country. Processing and shipping times may increase during sales or holidays. Weekends and holidays are not considered business days.
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Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
SHIPPING
Delivery Rates and Fees
Continental US: Standard (ground) 3 to 7 business days* $8 or Free for Orders $60+
International: 10-15 business days $40.00 or Free for Orders $75+**
*If order is placed by 12:00 pm Eastern Standard Time Monday through Friday.
**Flat rate and free shipping not available in some countries in the Middle East, Africa, and the UK. International flat rate shipping does not include any countries customs, duties, or taxes which are determined and imposed by the country and are not within our control.
What method is used for shipping?
Currently al packages in the United States are shipped via USPS. International packages are shipped internationally via USPS or DHL.
Is my order eligible for free shipping?
Free shipping can be applied to orders that are part of our free shipping promotions excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.
Do you ship to PO Boxes and Military locations (APO/FPO/DPO)?
Yes we ship to PO Boxes and military locations.
RETURNS
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
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How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
REWARDS:
How to Sign up for the Rewards Program?
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If you already have a Kay Lux customer account you are automatically granted access to Rewards points. If you do not have a current customer account, you can create one and sign up to participate in the Rewards Points program by clicking ‘Join Now'.
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How Do I Earn Points?
For every dollar you spend, you’ll earn Kay Lux Haircare Rewards Points and there are various other ways to earn bonus points along the way!
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Is the Reward Points Program Available to Customers Outside the US?
Yes, the Rewards Points program is available to customers both domestic and international.
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CUSTOMER SERVICE:
Need General Help?
We’re available by Email: support@kayluxshop.com. Monday thru Friday 8 a.m. to 6 p.m. EST
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How long should I wait to receive a response from the customer service team?
We aim to respond to all emails within 48 business hours. Please note these may be affected during holidays.
