FAQ

Frequently Asked Questions

Have a question? We've gathered answers to the ones we hear most often. If you don't see what you're looking for, our customer care team is always happy to help at support@pureluxe.com.

Products & Materials

What materials are your products made from?
Our bedding, robes, towels, and bath mats are crafted from premium long-staple fibers chosen for softness, breathability, and durability. Each collection is designed to feel luxurious from the first use and hold its quality wash after wash.

How do I choose the right sheet or robe size?
Every product page includes a detailed size and dimension guide. If you're between sizes or unsure, email us at support@pureluxe.com and we'll help you find the perfect fit.

How should I care for my PureLuxe items?
For best results, machine wash cold with like colors and tumble dry low. Avoid bleach and fabric softeners, as they can reduce softness and absorbency over time. Specific care instructions are included on each product's label.

Will the colors match what I see online?
We work hard to display accurate colors, but slight variations may occur due to screen settings and lighting. If a color isn't quite right for you, our 30-day return policy has you covered.

Orders & Payment

What payment methods do you accept?
We accept all major credit cards, as well as popular digital wallets and secure express checkout options offered at checkout.

Can I change or cancel my order after placing it?
We process orders quickly, so please contact us at support@pureluxe.com as soon as possible. If your order hasn't shipped yet, we'll do our best to make changes or cancel it.

Do you offer gift cards?
Yes. PureLuxe gift cards are available in a range of amounts and are delivered digitally—perfect for housewarmings, weddings, and holidays.

Shipping

How long does shipping take?
Orders are processed within 1–2 business days. Standard shipping arrives in 3–7 business days, with expedited (2–3 days) and express (1–2 days) options available at checkout.

Do you offer free shipping?
Yes—we offer complimentary standard shipping on all U.S. orders over $75, applied automatically at checkout.

Do you ship internationally?
We currently ship within the United States, including Alaska, Hawaii, and U.S. territories. We're working to expand internationally soon.

How do I track my order?
Once your order ships, you'll receive an email with a tracking number. Please allow up to 24 hours for tracking details to update.

Returns & Refunds

What is your return policy?
You may return unused, unwashed items with original tags and packaging within 30 days of delivery. A flat $6.95 return label fee applies (free for damaged or incorrect items).

How long do refunds take?
Once we receive and inspect your return, approved refunds are processed to your original payment method within 5–7 business days.

Can I exchange an item?
Absolutely. Start a return for the original item and place a new order for your preferred size, color, or product. If the exchange is due to a defect or our error, we'll cover the replacement.

What if my order arrives damaged?
Please email returns@pureluxe.com within 7 days of delivery with photos of the item and packaging, and we'll arrange a free replacement or full refund.