We're so excited to collaborate with you! Scroll down to view a list of our frequently asked questions. If you can't find an answer to what you are looking for, please don't hesitate to reach out to us at hello@luxeandlinen.com!
ORDERS
What happens once I place my order?
What happens once I place my order?
Once you place your order, your project will go into our production queue (ie. it's time for you to get excited as we start handcrafting your unique signs!). Depending on the size of your order and the wedding seasonality, this process can take us anywhere from 2 weeks to 5 weeks. Please plan accordingly with our estimated production times and shipping/delivery times.
If you've ordered a fully customizable sign, our team will send you a digital proof before we begin production. Please be sure to check your email in a timely manner during the proofing process to keep your order on track! We are not responsible for delays or rush fees required due to late responses by the purchaser. We will send two follow up emails if you do not respond to your emailed proof. If we still don't hear back, your order will be created as shown in the original proof and will not be eligible for cancellations, returns, nor refunds.
Will I be able to make changes after my order is placed?
Will I be able to make changes after my order is placed?
Changes may be possible depending on the item you've selected, the timing, and the requested changes. Additional charges may apply. Please contact us as soon as possible at hello@luxeandlinen.com to adjust your order. Please note: we are not responsible for delays or rush fees required due to the changes you request.
Am I able to customize my order beyond the design styles offered?
Am I able to customize my order beyond the design styles offered?
Each of our design styles and fonts have been carefully selected and designed to match a wide variety of wedding and event styles while functioning with our printing processes. We are happy to accommodate special requests for your specific wedding fonts. Please email us or place a note in your order and we will be in contact to discuss further!
If you'd like to add your wedding logo or icons, please email us a high resolution or vectorized file to hello@luxeandlinen.com and let us know your preferred placement on your sign. Please be sure to check your email in a timely manner during the proofing process to keep your order on track! We are not responsible for delays or rush fees required due to late responses by the purchaser. We will send two follow up emails if you do not respond to your emailed proof. If we still don't hear back, your order will be created as shown in the original proof and will not be eligible for cancellations, returns, nor refunds.
Will I receive a proof before my order is created?
Will I receive a proof before my order is created?
Proofs are only offered for fully customizable signs (bar signs, menus, place cards, photo plaques, and other personalized items). Proofs will not be offered for table numbers unless specifically requested.
If you've ordered a fully customizable sign, our team will send you a proof before we begin production. Please be sure to check your email in a timely manner during the proofing process to keep your order on track! We are not responsible for delays or rush fees required due to late responses by the purchaser. We will send two follow up emails if you do not respond to your emailed proof. If we still don't hear back, your order will be created as shown in the original proof and will not be eligible for cancellations, returns, nor refunds.
SHIPPING
How long will it take to receive my order?
How long will it take to receive my order?
Our production time is dependent on the product you've ordered, the quantity of items, and the seasonality (wedding season takes place from both March-June and September-November). Based on these details, your order can take anywhere from 2 week to 6 weeks to create. Once your order is complete, you will receive an email with your UPS or USPS tracking number. Once your package has been picked up by UPS or USPS, the delivery date will be based on current USPS/UPS delivery timelines and your address. All orders ship from Orange County, California.
We do our very best to ensure your order arrives on time! However, we cannot guarantee delivery times once your order is in the hands of USPS or UPS. Please keep both our estimated production times as well as shipping/delivery times in mind when placing your order. If you require a specific delivery deadline, please add the applicable Rush Fee from our shop, or reach out to us directly at hello@luxeandlinen.com.
How much does shipping cost?
How much does shipping cost?
All orders ship from Orange County, California. Shipping is based on current UPS and USPS shipping rates from our address to yours, and are based on the weight and size of your order. Shipping costs will be calculated automatically at checkout.
Can you accommodate rush orders?
Can you accommodate rush orders?
Yes, if you need your order sooner, please add the applicable Rush Fee listing from our shop. The applicable Rush Fee must be added to your cart along with your required products before you check out. The Rush Fee allows your order to move to the front of our production queue, and covers both our time to produce in a shorter timeline as well as the added expedited shipping fees.
When applying the Rush Fee, please add a note to your order (or email us at hello@luxeandlinen.com) with your requested delivery deadline and event date.
For fully customizable products, please be sure to respond via email in a timely manner to approve proofs. Keep in mind that every product we make is handmade, and requires labor and production time. Same-day turnaround is not possible. As such, we are not responsible for missed deadlines if you do not approve your proof with enough time for production.
Where do you ship to?
Where do you ship to?
We ship from southern California to wherever you are located, whether you're in the United States or located internationally. We are so honored to be able to create for your beautiful events all over the world!
RETURNS & CANCELLATIONS
Do you offer returns?
Do you offer returns?
Due to the nature of our handcrafted and personalized products, we do not accept returns. Please double check our processing times, shipping/delivery times, and all details to ensure your order is correct before purchasing.
At Luxe + Linen, we thoroughly review each order prior to production to ensure your signs are crafted exactly how you envision! Please add as many notes and details as you would like to your order and our team will review them before we begin crafting your signs.
Do you offer cancellations?
Do you offer cancellations?
To make sure we stay on track with your timelines, our team will begin the preparation and production process as soon as your order is received. That being said, we understand changes can happen, which is why we are happy to offer cancellations for a full refund if the cancellation is made within 48 hours of placing your order. If you decide to cancel your order after 48 hours but within 5 days of placing your order, we can only offer a 50% refund. Orders cancelled after 5 days of placing your order will not be refunded.
My order arrived damaged. What can I do?
My order arrived damaged. What can I do?
We're sorry to hear that! We do our very best to package and ship your order with great care, but occasionally things can happen during transit once your package is in the hands of the courier. Please contact us at hello@luxeandlinen.com with your order number along with a description and photos of both the damage to the product and outer packaging so that we may provide a resolution for you.
I received an incorrect item. What should I do?
I received an incorrect item. What should I do?
Your satisfaction is our biggest priority! If you've received an incorrect item, please contact us at hello@luxeandlinen.com and we will make it right!
PRODUCT CARE
How do I clean my signs?
How do I clean my signs?
All of our signs are made from 100% natural materials. Please refer to the list below on how to best clean your sign based on the material used.
Marble
Spot clean your marble with a solution of mild dish soap and warm water. Use a soft cleaning cloth to gently pat the marble. Do not rub as this can create erosion. Marble is very porous, so be sure to dry very thoroughly so as not to cause water spots or bleeding of stains. Do not use any harsh cleaners including vinegar, lemon, and orange. Please be careful around any areas with ink lettering, as the ink can rub off if not gently nor properly cared for.
Travertine
Spot clean your travertine with warm water. Use a soft cleaning cloth to gently pat the travertine. Do not rub as this can create pockets and erosion. If there is a stain on the travertine, mix together equal parts baking soda and warm water to create a thick paste, then let it sit on the stain (do not rub) and allow it to sit for 15-20 minutes before gently wiping away with warm water. Be sure to dry very thoroughly so as not to cause water spots or film. Do not use any harsh cleaners including vinegar, lemon, and orange. Please be careful around any areas with ink lettering, as the ink can rub off if not gently nor properly cared for.
Slate
Spot clean your slate with a solution of mild dish soap and warm water. Use a soft cleaning cloth to gently wipe the slate. Be sure to dry very thoroughly so as not to cause water spots or film. Do not use any harsh cleaners including vinegar, lemon, and orange. Please be careful around any areas with ink lettering, as the ink can rub off if not gently nor properly cared for.
Linen
Spot clean your linen using cold water and gentle liquid detergent. Use a gentle cloth and a tapping motion on both the front and back of the linen to remove stains. For tougher stains, apply a gentle liquid detergent to the dry linen on both the front and the back sides, and let sit for 15-20 minutes before using a soft, damp cloth to gently tap out the stain. You may also use a stain remover on white linens, but we do not recommend this on natural/unbleached linens. Always let linen hang to air dry. To remove wrinkles, use a gentle steamer about 3-5 inches away from the fabric. Please be careful around any areas with ink lettering, as the ink can bleed or rub off if not gently nor properly cared for. Never apply heat directly to the ink.
Leather
Spot clean your leather with a gentle cloth and warm water. Do not rub abrasively as this can create erosion. Do not use any harsh cleaners including vinegar, lemon, and orange. Please be careful around any areas with ink lettering, as the ink can rub off if not gently nor properly cared for.
Acrylic
Gently wipe your acrylic with a soft, lint-free cloth and warm water. Avoid using paper towels or abrasive materials, as they can cause micro-scratches. Do not use harsh ammonia-based or alcohol cleaners, as these can cloud or damage the surface. Please be careful around any areas with printed ink, as the ink can discolor or rub off if not gently nor properly cared for.
How do I store and transport my signs?
How do I store and transport my signs?
Your signs will come double-wrapped in protective foam and bubble, cushioned by a bed of packing peanuts. Please keep your signs in their original packaging until your event to prevent dirt, dust, and stains, and to avoid possible damage. If you need to re-wrap your signs, you may use any strong saran wrap to protect them during travel, along with bubble wrap and foam. Do not stack signs on top of each other without protective wrap and/or padding in between. Stone, especially travertine, can be fragile, so please keep this in mind when packing, traveling, and setting up your stone signs. We are not responsible for damage caused by the purchaser after the package has been delivered.
Is there a way to quickly fix my stone signs?
Is there a way to quickly fix my stone signs?
Stone, especially travertine, can be fragile, so please keep this in mind when packing, traveling, and setting up your stone signs. If you need a quick fix to your stone signs, we recommend clear waterproof stone/marble glue or construction adhesive - all of which can be found in stores such as Amazon, Target, or Home Depot. If your order arrived damaged from transit, please contact us at hello@luxeandlinen.com with your order number along with a description and photos of both the damage to the product and outer packaging so that we may provide a resolution for you.