Frequently Asked Questions
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 contact@luxeandlinen.co!
Orders
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, this process can take us anywhere from 3-4 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?
Changes may be possible depending on the item you've selected and the requested changes. Additional charges may apply. Please contact us as soon as possible at contact@luxeandlinen.co 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?
Each of our design styles and fonts have been carefully selected and designed to match a wide variety of wedding 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 a vectorized file to contact@luxeandlinen.co 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?
Proofs are only offered for fully customizable signs. Proofs will not be offered for table numbers or place cards unless specifically requested.
If you've ordered a fully customizable sign, our team will send you a proof before we begin production. Ya $10 fee per additional proof. 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?
Our production time is dependent on the product you've ordered, and can take anywhere from 3-4 weeks to create. Once your order is complete, you will receive an email with your tracking number from USPS or UPS. Once your package has been picked up by USPS or UPS, 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.
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.
Do you offer rush shipping?
Yes, if you need your order sooner, please reach out to us for a quote and estimated delivery timeframes on rush shipping orders.
Please keep in mind both our production time as well as estimated shipping times when placing your order.
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
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?
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 before 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?
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. Please contact us at contact@luxeandlinen.co 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?
Your satisfaction is our biggest priority! If you've received an incorrect item or an item with incorrect personalization details, please contact us at contact@luxeandlinen.co and we will make it right!
Product Care
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.
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
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.
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. Let linen air dry. To remove wrinkles, use a gentle steamer about 3-5 inches away from the fabric.
How do I store 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. 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. If you need a quick fix to your stone signs, we recommend clear waterproof stone glue. Our preferred glue is from Nayrmaer and can be found on Amazon.
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 glue. Our preferred glue is from Nayrmaer and can be found on Amazon. If your order arrived damaged, please contact us at contact@luxeandlinen.co 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.