Refund policy

We want to keep you happy!

So, if you are not completely satisfied, you may request a refund on your first product order within 30 days of your purchase by visiting our customer inquiry page to begin the return process.

We will ask for your order number and contact information as well as detailed feedback concerning your specific issue. Please note, we are unable to refund your original shipping or handling charges and we do not process exchanges. 

Return Policy & Process

All returns and refunds do not include original shipping or handling charges, except in the case of faulty or damaged items. Your refund will be credited to the form of payment used for the transaction and will be in the amount of the product price. Please note that credit card refunds may take up to 14 business days for your bank or credit card company to process and post to complete, depending on their processing times.

Orders cannot be canceled once they are placed, but please contact hello@reellelux.com or call 1 (877) 307-3006 with your order number to see how we might be able to assist with your concern.

Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

We do not accept exchanges on any items. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Orders & Shipping

Standard and expedited shipping fee options are available at checkout and based on weight and delivery zone from your destination address within the United States only. Orders will generally take about 5–8 business days to be processed and shipped, excluding pre-orders. Standard orders received before 12:00 pm PST will typically be processed the same day, and standard orders received after 12:00 pm PST will be processed the next business day. Expedited orders received before 3:00 pm PST will be processed the same day. Standard shipping will take 5-8 days via UPS or USPS for the 48 contiguous states. Shipments to Alaska and Hawaii will ship via DHL. Alaska and Hawaii shipping times may vary and can take up to 2-4 weeks.

Confirmation & Status

You will receive an email confirmation once your order has been placed. This email will include your order number and shipping method. Please ensure your shipping address is correct as we cannot redirect goods once they have left our facility.

To check your order’s status or track your package, please log in to your hautelaundry.co account. If you placed your order as a “Guest”, a shipping confirmation will be sent to the email address provided. To track your package, please email Customer Service at hello@reellelux.com.

Shipping Outside the United States

Currently, we only ship orders within the United States, including Alaska and Hawaii. We are not yet shipping internationally or to APO/FPO. Please subscribe to our email list to be the first to know when international shipping becomes available.

If more than 15 business days have passed since you submitted your return request, please contact us at hello@reellelux.com.