SHIPPING POLICY

Effective Date: October 22, 2025 Last Updated: October 22, 2025

At Klarlux, we strive to deliver your luxury knitwear promptly and safely. This Shipping Policy outlines our processing times, shipping methods, costs, and international shipping information.

1. PROCESSING TIME

1.1 Order Processing

Once your order is placed and payment is confirmed:

  • Order Verification: 0-1 business day for payment verification and fraud screening
  • Order Processing: 1-3 business days for picking, packing, and quality control
  • Quality Inspection: Each item undergoes final quality inspection before shipment

Total Processing Time: 1-3 business days

1.2 What Happens During Processing

During the processing period:

  • Your order is received and verified in our system
  • Payment authorization is confirmed
  • Items are picked from our warehouse inventory
  • Each piece undergoes quality control inspection
  • Items are carefully packaged with protective materials
  • Shipping label is generated and applied
  • Package is prepared for carrier pickup

1.3 Processing Time Exclusions

Processing time does NOT include:

  • Weekends (Saturday and Sunday)
  • U.S. Federal holidays
  • Warehouse closure days (notified in advance)

1.4 Order Confirmation

You will receive email notifications at each stage:

  • Order Confirmation: Immediately upon placing your order
  • Processing Confirmation: When your order enters processing
  • Shipping Confirmation: When your order ships, including tracking number

1.5 Extended Processing Times

During peak seasons, processing may take longer:

  • Black Friday/Cyber Monday: Up to 5-7 business days
  • Holiday Season (November-December): Up to 5-7 business days
  • Major Sales Events: Up to 5 business days
  • New Product Launches: Up to 5 business days

We will notify customers of extended processing times on our website and in order confirmation emails.

2. SHIPPING METHODS AND TIMEFRAMES

2.1 Premium Shipping (Our Only Shipping Method)

We offer one streamlined shipping option to ensure quality and reliability for all our customers:

Premium Shipping Features:

  • Transit Time: 7-14 business days after processing
  • Carriers: USPS, UPS, FedEx (we select the most reliable option for your location)
  • Cost:
    • FREE on all orders $60 and above
    • $8.95 for orders under $60
  • Full Insurance Coverage: Every shipment is automatically insured for the complete value of your purchase at no additional cost
  • Tracking: Comprehensive tracking provided via email
  • Protection: Insurance covers damage, loss, or theft during transit

What Premium Shipping Insurance Covers:

Your order is fully protected if:

  • Package is lost during transit
  • Package is stolen after delivery
  • Items are damaged during shipping
  • Package goes missing without delivery confirmation

You pay nothing extra for this protection. All Premium Shipping orders include full insurance coverage automatically.

2.2 Total Delivery Time

Estimated Total Delivery Time = Processing Time + Transit Time

  • Standard Timeline: 8-17 business days from order date
  • Processing: 1-3 business days
  • Transit: 7-14 business days

2.3 Shipping Days

Shipping days are business days only (Monday-Friday):

  • Excludes weekends
  • Excludes U.S. Federal holidays
  • Excludes carrier non-operational days

3. SHIPPING COSTS

3.1 Domestic Shipping Costs (United States)

Order SubtotalShipping Cost
Under $60$8.95
$60 and aboveFREE

Note: Shipping cost is calculated based on your order subtotal before taxes and after any discounts are applied.

3.2 Free Shipping Threshold

Enjoy FREE Premium Shipping on orders of $60 or more!

Tips to qualify for free shipping:

  • Your order subtotal (before taxes, after discounts) must be $60 or more
  • Add items to your cart to reach the $60 threshold
  • Free shipping applies automatically at checkout

3.3 Free Shipping Promotions

We occasionally offer special free shipping promotions:

  • Promotions are clearly advertised on our website homepage and product pages
  • Terms and conditions apply to each promotion
  • Cannot be combined with other shipping offers unless specified
  • Promotional free shipping may have different thresholds or conditions

3.4 Shipping Cost Calculation

Shipping costs are:

  • Calculated based on order subtotal (before taxes, after discounts)
  • Applied automatically at checkout
  • Cannot be modified after order is placed
  • Non-refundable if order is cancelled after shipment

4. INTERNATIONAL SHIPPING

4.1 Countries We Ship To

We currently ship to select international destinations including:

Europe:

  • United Kingdom, Germany, France, Italy, Spain, Netherlands, Belgium, Switzerland, Austria, Sweden, Norway, Denmark, Ireland, Portugal, Finland

Asia-Pacific:

  • Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong, Taiwan, Thailand, Malaysia

North America:

  • Canada, Mexico

Middle East:

  • United Arab Emirates, Saudi Arabia, Qatar, Kuwait

Other Regions:

  • Brazil, South Africa, Israel

This list is subject to change. Please check at checkout for current availability to your specific country.

4.2 International Premium Shipping

International orders receive the same Premium Shipping benefits:

  • Transit Time: 7-14 business days after processing (plus customs clearance time)
  • Full Insurance: Complete protection for lost, stolen, or damaged shipments
  • Tracking: International tracking provided (may have limited updates during customs)
  • Cost: Calculated based on destination country and order weight

4.3 International Shipping Costs

International shipping costs vary by:

  • Destination country and region
  • Package weight and dimensions
  • Current carrier rates and fuel surcharges
  • Distance from our U.S. warehouse

Costs are calculated automatically at checkout based on your shipping address.

Free Shipping Threshold:

  • International orders may qualify for free shipping during special promotions
  • Check our website for current international free shipping offers
  • Standard $60 free shipping threshold applies to U.S. orders only

4.4 Estimated International Delivery Times

Total International Delivery = Processing (1-3 days) + Transit (7-14 days) + Customs Clearance (variable)

By Region:

  • Canada: 10-20 business days total
  • Europe: 12-21 business days total
  • Asia-Pacific: 12-25 business days total
  • Middle East: 14-25 business days total
  • Other Regions: 15-28 business days total

These are estimates. Actual delivery times vary significantly based on customs clearance in your country.

5. CUSTOMS, DUTIES, AND TAXES (INTERNATIONAL ORDERS)

5.1 Customer Responsibility

IMPORTANT: For all international orders, customers are solely responsible for:

  • Import Duties: Fees charged by your country’s customs authority based on product value and category
  • Customs Clearance Fees: Processing fees assessed by customs for inspecting and clearing your package
  • Local Taxes: VAT (Value Added Tax), GST (Goods and Services Tax), or other consumption taxes mandated by your country
  • Brokerage Fees: Fees charged by shipping carriers for handling customs documentation and clearance (where applicable)

These fees are NOT included in:

  • Your order total
  • Shipping charges
  • Any prices displayed on our website

You will be required to pay these fees to receive your package.

5.2 When and How Are Customs Charges Paid?

Customs duties and taxes are typically collected:

Most Common: At delivery – The carrier collects payment (COD – Cash/Card on Delivery) before releasing your package

Sometimes: Before delivery – Customs or the carrier contacts you to pay before final delivery

Occasionally: Directly billed – You receive a bill from customs or the carrier after delivery

Payment Methods Accepted:

  • Cash to delivery driver
  • Credit/debit card to delivery driver
  • Online payment to carrier (you’ll receive instructions)
  • Bank transfer to customs authority

5.3 How Much Will I Pay?

Customs charges vary significantly based on:

Destination Country: Each country has completely different rates and thresholds

Product Classification: How customs classifies textile/clothing items in your country

Order Value: Higher value orders typically incur higher fees

Country of Origin: Where the product was manufactured affects duty rates

De Minimis Threshold: Many countries exempt orders below a certain value from duties (but not always taxes)

We cannot predict, estimate, or control the exact amount you will be charged.

5.4 Duty and Tax Examples by Region

These are approximate general guidelines only – rates change frequently:

European Union (27 member states)

  • VAT: 19-27% (varies by country: Germany 19%, France 20%, Italy 22%, etc.)
  • Import Duty: Typically 12% for textile/knitwear products
  • De Minimis: €150 (orders below may have reduced/no duties, but VAT still applies)
  • Example: €100 order might incur approximately €32-39 in total fees

United Kingdom

  • VAT: 20%
  • Import Duty: 12% for textile products
  • De Minimis: £135 (no import duty below this, but VAT still applies to all orders)
  • Example: £100 order might incur approximately £20-32 in total fees

Canada

  • GST/HST: 5-15% (varies by province)
  • Import Duty: 16-18% for textile products
  • De Minimis: CAD $20 (very low threshold)
  • Example: CAD $100 order might incur approximately CAD $21-33 in total fees

Australia

  • GST: 10%
  • Import Duty: 5-10% for textile products
  • De Minimis: AUD $1,000 (only GST applies below this)
  • Example: AUD $100 order typically incurs only 10% GST = AUD $10

Japan

  • Consumption Tax: 10%
  • Import Duty: 8-12% for textile products
  • De Minimis: ¥10,000 (approximately USD $67)
  • Example: ¥10,000 order might incur approximately ¥1,800-2,200 in fees

United Arab Emirates

  • VAT: 5%
  • Import Duty: 5% for textile products
  • De Minimis: Generally low or no duties on clothing
  • Example: AED 300 order might incur approximately AED 15-30 in fees

5.5 How to Find Your Country’s Exact Rates

We strongly recommend researching your country’s customs policies BEFORE placing an international order.

To determine specific customs rates and procedures:

Contact Your Local Customs Office:

  • Most reliable source for accurate information
  • Can provide exact rates for specific products
  • Can explain payment procedures

Visit Official Customs Authority Websites:

  • USA: cbp.gov
  • UK: gov.uk/goods-sent-from-abroad
  • EU: ec.europa.eu/taxation_customs
  • Canada: cbsa-asfc.gc.ca
  • Australia: abf.gov.au
  • Japan: customs.go.jp/english
  • Other countries: Search “[country name] customs authority”

Use Online Customs Calculators:

  • Search “customs duty calculator [your country]”
  • Many countries offer official online calculators
  • Enter product details and value for estimates

Ask in Online Communities:

  • Country-specific Reddit communities (r/[country])
  • Expat forums
  • Shopping forums for your country

5.6 Customs Clearance Process

What Is Customs Clearance?

When your package enters your country, it goes through customs clearance where authorities:

  1. Inspect the package (physical or document inspection)
  2. Verify contents match the customs declaration
  3. Classify products according to their tariff codes
  4. Assess applicable duties and taxes
  5. Release the package for final delivery (after payment if required)

Customs Clearance Timeline

Typical: 1-5 business days

Peak Periods (holidays, sales events): 3-10 business days

Random/Detailed Inspections: 5-15 business days or longer

Factors That May Cause Delays:

  • Random selection for detailed physical inspection
  • High volume during peak seasons
  • Unclear or incomplete documentation (we always provide complete docs)
  • High value items requiring additional review
  • First-time shipper from our company to your address
  • New or unusual product types
  • Country-specific regulations or restrictions

Tracking During Customs

Your tracking may show:

  • “Arrived at customs facility”
  • “In customs” or “Customs clearance”
  • “Awaiting customs clearance”
  • “Released from customs”

During customs clearance, tracking updates may pause for several days. This is completely normal.

5.7 Klarlux’s Role and Responsibilities

What We Do:

✅ Provide accurate and complete customs declarations on every international package

✅ Declare the true commercial value of all items (required by international law)

✅ Include detailed product descriptions (material, type, purpose)

✅ Attach all necessary customs documentation (commercial invoice, CN22/CN23 forms)

✅ Use proper tariff classification codes for textiles/knitwear

✅ Ensure compliance with international shipping regulations

✅ Select reliable carriers with international shipping expertise

What We Cannot Do:

❌ Control or expedite customs clearance processes in your country

❌ Predict how long customs will take to clear your package

❌ Influence or negotiate customs duty and tax calculations

❌ Interfere with customs inspections or decisions

❌ Guarantee delivery timeframes when customs delays occur

❌ Undervalue products or mark items as “gifts” to avoid customs fees (this is illegal and we will not do it)

❌ Provide legal advice about your country’s customs laws

Customs clearance is entirely managed by your country’s government customs authorities and is completely beyond our control.

5.8 Customs Payment Notices

If customs or the carrier contacts you requesting payment:

Respond Promptly: Pay fees quickly to avoid package return or storage fees

Verify Legitimacy: Ensure communication is from official customs or carrier (not a scam)

Keep Records: Save receipts of all customs payments for your records

Contact Us If Needed: Email hello@klarlux-ny.com if you have questions about your order details or customs documentation

5.9 Refused Deliveries Due to Customs Charges

If you refuse to pay customs charges and reject delivery:

  • The package will be returned to Klarlux (may take 2-6 weeks)
  • You are responsible for return shipping costs (deducted from your refund)
  • Original outbound shipping costs are non-refundable
  • Customs fees already paid during the process are non-refundable and may still be charged to you
  • Your refund will be: Order Total – Outbound Shipping – Return Shipping – Any Non-Recoverable Fees

Example:

  • Order Total: $150
  • Outbound Shipping: $25
  • Return Shipping: $30
  • Refund: $150 – $25 – $30 = $95 refunded

We strongly encourage all international customers to:

  • Research customs policies before ordering
  • Budget for potential customs fees
  • Accept packages and pay required fees
  • Contact us with questions BEFORE refusing delivery

5.10 Customs Issues and Disputes

If you believe customs charges are incorrect:

  • This is between you and your country’s customs authority
  • Contact your local customs office to dispute
  • We can provide copies of our customs documentation if needed
  • We cannot intervene in customs disputes

If customs seizes or confiscates your package:

  • This is extremely rare but can occur if items violate local import restrictions
  • Contact customs directly to understand why
  • We will provide documentation but cannot guarantee release
  • Refunds for seizures are evaluated case-by-case

6. ORDER TRACKING

6.1 Tracking Information

Once your order ships, you will receive a Shipping Confirmation Email containing:

  • Tracking Number: Unique identifier for your package
  • Carrier Name: USPS, UPS, FedEx, or DHL
  • Estimated Delivery Date: Approximate delivery timeframe
  • Direct Tracking Link: Click to view real-time updates

6.2 How to Track Your Order

Method 1: Click Email Link (Easiest)

  • Open your shipping confirmation email
  • Click the tracking link
  • View real-time tracking updates on carrier website

Method 2: Carrier Website

  • Visit the carrier’s website:
    • USPS: tools.usps.com/go/TrackConfirmAction
    • UPS: ups.com/tracking
    • FedEx: fedex.com/tracking
    • DHL: dhl.com/us-en/home/tracking.html
  • Enter your tracking number
  • View detailed tracking information

Method 3: Klarlux Account

  • Log into your account at klarlux-ny.com
  • Navigate to “Order History” or “My Orders”
  • Click on your specific order
  • View tracking information and delivery status

6.3 Understanding Tracking Updates

Domestic Tracking Stages:

“Pre-Shipment” or “Label Created”

  • Shipping label has been generated
  • Package is being prepared for carrier pickup
  • Awaiting first carrier scan

“Accepted” or “Picked Up”

  • Carrier has received the package
  • Package is in the carrier’s possession

“In Transit”

  • Package is moving through carrier network
  • May show location updates as it travels

“Out for Delivery”

  • Package is on the delivery vehicle
  • Should be delivered today during delivery hours

“Delivered”

  • Package has been successfully delivered
  • May include delivery location (front door, mailbox, etc.)
  • May include recipient name if signature was required

International Tracking Stages:

“Departed U.S.” or “International Departure”

  • Package has left the United States

“Arrived at Destination Country”

  • Package has entered your country

“Inbound Into Customs” or “Customs Clearance”

  • Package is undergoing customs processing
  • May show no updates for several days (this is normal)

“Released from Customs”

  • Customs has cleared your package
  • Proceeding to local delivery carrier

“Out for Delivery”

  • Local carrier has your package for delivery

“Delivered”

  • Successfully delivered to your address

6.4 Tracking Update Frequency

Domestic Shipments:

  • Updates typically every 1-2 days during transit
  • More frequent updates when package is close to delivery
  • “Out for Delivery” update usually appears morning of delivery day

International Shipments:

  • Updates every 2-3 days during international transit
  • May have no updates for 3-7 days during customs clearance (completely normal)
  • More frequent updates once released from customs

6.5 When Tracking Appears Delayed or Stuck

24-48 Hour Delay After Shipping Notification:

  • Normal – carrier may not scan until package enters system
  • Wait 48 hours before being concerned

No Updates for 3-5 Business Days (Domestic):

  • Package may be in transit without intermediate scans
  • Contact us if no updates after 5 business days

No Updates for 5-10 Business Days (International):

  • Usually means package is in customs
  • This is normal – customs can be slow
  • Contact us if no updates after 10 business days

Tracking Shows “Exception” or “Delay”:

6.6 Lost Tracking Numbers

If you cannot find your tracking number:

  • Check your email spam/junk folder for shipping confirmation
  • Log into your Klarlux account to view order details
  • Contact us at hello@klarlux-ny.com with your order number

7. DELIVERY

7.1 Delivery Locations

We deliver to the following locations:

Residential Addresses:

  • Standard delivery to your home
  • Package left at door, porch, or mailbox (if no signature required)
  • Delivery typically occurs during business hours (9 AM – 8 PM)

Business Addresses:

  • Delivery during business hours (usually 9 AM – 5 PM)
  • May require reception signature
  • Please ensure business is open on delivery day

Apartment Buildings/Condominiums:

  • Delivered to unit door if accessible
  • May be left with building reception/concierge
  • May be left in mailroom or package room

PO Boxes:

  • Available for USPS shipping only
  • Not available for international shipments

APO/FPO/DPO Military Addresses:

  • Available (USPS only)
  • Treated as domestic U.S. addresses
  • May have extended transit times

7.2 Signature Requirements

Signature NOT Required for Standard Deliveries:

  • Domestic U.S. orders under $300
  • Package may be left at your door without signature
  • Carrier uses discretion based on location safety

Signature Required:

  • Orders over $300 (to prevent theft)
  • Some international destinations (varies by country)
  • High-value items (carrier discretion)
  • If requested by customer (contact us to arrange)

7.3 Delivery Attempts and Notifications

First Delivery Attempt:

If You’re Home:

  • Sign for package (if required)
  • Receive package

If You’re Not Home (Signature Required):

  • Carrier leaves delivery notice
  • Notice includes instructions for redelivery or pickup
  • Package returns to carrier facility

If You’re Not Home (No Signature Required):

  • Package typically left at door/mailbox
  • You may receive delivery confirmation via carrier

Second and Third Delivery Attempts:

  • Carrier will typically attempt delivery 2-3 times
  • Delivery notices left after each attempt
  • You can:
    • Schedule redelivery online or by phone
    • Pick up package at carrier facility
    • Authorize delivery to a neighbor (carrier-dependent)

7.4 Failed Delivery – Package Returned to Sender

If all delivery attempts fail:

What Happens:

  • Package is marked “Return to Sender”
  • Package ships back to Klarlux warehouse
  • Return transit can take 1-3 weeks

What We Do:

  • Email you to notify you of failed delivery
  • Ask if you want package reshipped
  • Provide options for resolution

Your Options:

  • Reship: Pay shipping costs to reship package
  • Refund: Receive refund minus original shipping costs (shipping is non-refundable for failed deliveries due to recipient unavailability)

To Avoid Failed Deliveries:

  • Provide accurate phone number for carrier contact
  • Respond to carrier delivery notices promptly
  • Track your package and plan to be home
  • Consider delivery to workplace if home delivery is difficult
  • Set up carrier account for delivery preferences

7.5 Stolen Packages

If you believe your package was stolen after delivery:

Immediate Steps:

  1. Check with household members – ensure no one else received it
  2. Check with neighbors – carrier may have delivered to wrong address
  3. Check all delivery locations – carriers sometimes leave packages in unexpected spots (side door, back porch, garage, etc.)
  4. Contact the carrier – they may have additional delivery information

If Package is Truly Stolen:

  1. File a police report for theft
  2. Contact us at hello@klarlux-ny.com with:
    • Order number
    • Tracking number
    • Police report number
    • Description of situation

Premium Shipping Insurance Coverage:

  • All orders are covered by insurance
  • We will file an insurance claim
  • Once approved (typically 7-14 days), we will:
    • Reship your order at no cost, OR
    • Issue a full refund

Preventing Package Theft:

  • Request signature confirmation (contact us)
  • Deliver to secure location (workplace, trusted neighbor)
  • Install security camera
  • Use carrier’s hold-for-pickup service
  • Track package and retrieve immediately upon delivery

8. PREMIUM SHIPPING INSURANCE CLAIMS

8.1 What Premium Shipping Insurance Covers

Your order is fully protected under our Premium Shipping insurance for:

Lost Packages:

  • Package never arrives
  • Tracking shows no delivery
  • Package lost in carrier’s possession

Stolen Packages:

  • Package marked delivered but you never received it
  • Package taken after delivery (porch piracy)

Damaged Packages:

  • Items damaged during shipping transit
  • Box arrived crushed, torn, or severely damaged
  • Items inside are broken, torn, or unusable

8.2 How to File an Insurance Claim

Step 1: Contact Us Immediately

Email hello@klarlux-ny.com with:

  • Subject line: “Insurance Claim – [Order Number]”
  • Your order number
  • Tracking number
  • Issue description (lost/stolen/damaged)

For Damaged Items, Include:

  • Photos of damaged items from multiple angles
  • Photos of damaged shipping box/packaging
  • Close-up photos showing specific damage

For Stolen Packages:

  • Police report number (if filed)
  • Confirmation you checked with neighbors/household
  • Delivery photo if available from carrier

Step 2: We Investigate

  • We review your claim and documentation
  • We contact the carrier to investigate
  • We verify insurance coverage

Step 3: Claim Resolution

Investigation typically takes 7-14 business days

Once Approved:

  • Option 1: We reship your order at no cost to you
  • Option 2: We issue a full refund (including shipping costs)

You choose which option you prefer.

8.3 Insurance Claim Requirements

For successful insurance claims:

✅ Report within appropriate timeframe:

  • Damaged items: Within 48 hours of delivery
  • Lost packages: After expected delivery date + 10 business days (domestic) or 21 business days (international)
  • Stolen packages: Within 7 days of delivery date

✅ Provide requested documentation:

  • Photos (for damage claims)
  • Police report (for stolen items, if requested)
  • Any additional information we request

✅ Cooperate with investigation:

  • Respond to our emails promptly
  • Provide additional information if needed
  • Work with carrier if they need to inspect

8.4 Insurance Does NOT Cover

Insurance does not cover:

❌ Customer Address Errors:

  • Package delivered to address you provided (even if incorrect)
  • You moved and didn’t update address

❌ Refused Deliveries:

  • You refused to accept package
  • You refused to pay customs fees (international)

❌ Failed Delivery Attempts:

  • You didn’t respond to carrier delivery notices
  • You weren’t available after multiple attempts
  • Package returned to sender due to recipient inaction

❌ Buyer’s Remorse:

  • You changed your mind about purchase
  • You don’t like the color/style
  • Items don’t fit

❌ Damage After Delivery:

  • You damaged items after receiving them
  • Items damaged due to improper care

For non-insurance issues, please see our Return and Refund Policy.

9. SHIPPING DELAYS AND FACTORS BEYOND OUR CONTROL

9.1 Potential Delay Factors

While we strive for on-time delivery, certain circumstances may cause delays beyond our control:

Weather-Related Delays:

  • Severe storms, hurricanes, blizzards, tornadoes
  • Flooding, wildfires, extreme heat or cold
  • Natural disasters (earthquakes, tsunamis)
  • Volcanic eruptions affecting air travel

Carrier-Related Delays:

  • Operational delays or system errors
  • Vehicle breakdowns or accidents
  • Staffing shortages or labor disputes
  • Facility issues or closures
  • Lost or misrouted packages
  • Equipment failures

Peak Season Congestion:

  • Holiday season (November-January)
  • Major shopping events (Black Friday, Cyber Monday, Prime Day)
  • Back-to-school season
  • Valentine’s Day, Mother’s Day rushes

Customs Delays (International):

  • Increased inspection volumes
  • Random detailed inspections
  • Documentation review
  • Country-specific import restrictions
  • Holiday closures in destination country

Security Issues:

  • Enhanced security screenings
  • Suspicious package investigations
  • Regulatory inspections

Pandemic or Health Crisis:

  • Quarantine protocols
  • Reduced carrier operations
  • Border restrictions or closures
  • Health and safety precautions

Address Issues:

  • Incorrect or incomplete address provided
  • Undeliverable address
  • Access issues (gated communities, locked buildings)

Other Circumstances:

  • Civil unrest or political instability
  • Government shutdowns
  • International conflicts
  • Acts of terrorism
  • Infrastructure failures

9.2 Our Commitment During Delays

When delays occur beyond our control:

Communication:

  • We’ll email you with updates when we have information
  • We’ll provide carrier updates as they become available
  • We’ll answer your questions as best we can

Tracking:

  • Continue monitoring tracking information
  • Carrier tracking will reflect delay reasons when available

Customer Support:

  • Our team is available to help
  • We’ll investigate if tracking shows unusual delays
  • We’ll work with carriers to resolve issues

What We Cannot Do:

  • Expedite carrier operations during widespread delays
  • Control weather or natural disasters
  • Override customs clearance processes
  • Guarantee delivery dates during force majeure events

9.3 What to Do If Your Order Is Delayed

Step 1: Check Tracking

  • Review most recent tracking update
  • Note the package location and status

Step 2: Wait Appropriate Timeframe

  • Domestic: Contact us if no delivery after 17 business days from order
  • International: Contact us if no delivery after 28 business days from order

Step 3: Contact Us

Step 4: We Investigate

  • We’ll contact the carrier
  • We’ll open an investigation if needed
  • We’ll provide updates as we learn more

Step 5: Resolution

  • If package is confirmed lost, we’ll process insurance claim
  • If delayed but en route, we’ll monitor until delivery
  • We’ll keep you informed throughout

10. SPECIAL SHIPPING SITUATIONS

10.1 Multiple Items in One Order

Single Package:

  • Most orders ship together in one package
  • One tracking number provided
  • All items arrive together

Split Shipments:

  • Large orders may ship in multiple packages
  • Items from different warehouse locations ship separately
  • You’ll receive separate tracking numbers for each package
  • All packages covered by same Premium Shipping benefits
  • You only pay shipping once (or free shipping if order is $60+)

10.2 Backorders and Pre-Orders

Backordered Items:

  • If an item is temporarily out of stock, we’ll notify you
  • You can choose to:
    • Wait for restock (we’ll ship when available)
    • Remove backordered item and ship rest of order
    • Cancel entire order for full refund

Pre-Order Items:

  • Ship on or shortly after the specified release date
  • Processing may take 1-3 days after release
  • You’ll receive shipping notification when pre-order ships

10.3 Order Modifications After Placing Order

Before Processing (within a few hours):

  • Contact us immediately at hello@klarlux-ny.com
  • We may be able to modify your order
  • Not guaranteed due to fast processing times

After Processing/Shipment:

  • Orders cannot be modified
  • You can refuse delivery or return items after receipt
  • See our Return and Refund Policy

10.4 Intercept or Reroute Packages

To intercept or reroute your package:

  1. Get your tracking number from shipping confirmation email
  2. Contact the carrier directly:
    • USPS Package Intercept: usps.com/manage/package-intercept.htm
    • UPS Delivery Change: ups.com/us/en/services/tracking/change-delivery.page
    • FedEx Delivery Manager: fedex.com/en-us/delivery-manager.html

Note:

  • Carrier fees may apply for intercept/rerouting services
  • Success is not guaranteed once package is in transit
  • International packages typically cannot be rerouted

11. HOLIDAY AND PEAK SEASON SHIPPING

11.1 Holiday Shipping Cut-Off Dates

To ensure delivery before major holidays, we recommend ordering by these dates:

Christmas 2025:

  • Order by December 10 for delivery by December 25
  • Processing and transit may take longer during peak season

Valentine’s Day 2026:

  • Order by February 7 for delivery by February 14

Mother’s Day 2026:

  • Order by May 3 for delivery by May 10

Other Holidays:

  • We’ll announce cut-off dates on our website
  • Subscribe to our email list for holiday shipping reminders

Dates are subject to change based on carrier capacity and peak season conditions.

11.2 Peak Season Expectations

During peak seasons (November-January), please expect:

Longer Processing Times:

  • 3-5 business days (instead of usual 1-3 days)
  • High order volume requires additional time

Longer Transit Times:

  • 10-18 business days (instead of usual 7-14 days)
  • Carriers experience congestion

Tracking Delays:

  • Fewer tracking updates during peak periods
  • Packages may sit at facilities longer

Customer Service Response Times:

  • 48-72 hours (instead of usual 24-48 hours)
  • Higher email volume during holidays

Our Recommendation:

  • Order early – don’t wait until last minute
  • Track packages closely
  • Be patient – delays are common industry-wide during holidays
  • Plan ahead – allow extra time for gift deliveries

12. ENVIRONMENTAL COMMITMENT

At Klarlux, we’re committed to reducing our environmental impact while delivering your luxury knitwear.

12.1 Sustainable Packaging

Our Packaging Materials:

  • ✅ 100% recyclable shipping boxes – kraft paper boxes, no plastic tape
  • ✅ Minimal plastic use – no plastic bags or excessive bubble wrap
  • ✅ Biodegradable packing materials – eco-friendly fill where possible
  • ✅ Right-sized packaging – reduces waste and shipping emissions
  • ✅ Recycled materials – boxes made from post-consumer recycled content

What You Can Do:

  • Recycle shipping boxes and packing materials
  • Reuse boxes for your own shipments or storage
  • Compost biodegradable packing materials (check local guidelines)

12.2 Carbon Footprint Reduction

Our Efforts:

  • Partner with carriers committed to emissions reduction
  • Optimize shipping routes for efficiency
  • Consolidate orders to reduce number of shipments
  • Use regional warehouses to minimize shipping distances (coming soon)

12.3 Packaging Feedback

We’re always improving our sustainability efforts:

  • Email us at hello@klarlux-ny.com with suggestions
  • Let us know how we can improve our packaging
  • Share ideas for reducing environmental impact

13. CONTACT INFORMATION

For shipping questions, concerns, or assistance:

Klarlux Customer Support United States 📧 Email: hello@klarlux-ny.com

For Fastest Response, Use These Subject Lines:

  • “Shipping Inquiry – [Order Number]”
  • “Order Status – [Order Number]”
  • “Lost Package – [Order Number]”
  • “Damaged Package – [Order Number]”
  • “Insurance Claim – [Order Number]”

Response Time: 24-48 business hours (Monday-Friday, excluding holidays)

  • Peak season: 48-72 hours

What to Include in Your Email:

  • Order number
  • Tracking number (if available)
  • Detailed description of your concern
  • Photos (if applicable for damage claims)
  • Best contact information

14. POLICY UPDATES

We reserve the right to modify this Shipping Policy at any time to reflect:

  • Changes in carrier partnerships or services
  • Updates to shipping rates
  • New shipping methods or destinations
  • Operational improvements
  • Legal or regulatory requirements

Notification of Changes:

  • Updated “Last Updated” date at top of policy
  • Material changes announced via email to customers
  • Changes effective immediately upon posting

Your continued use of klarlux-ny.com after changes constitutes acceptance of the updated policy.

QUICK REFERENCE GUIDE

📦 Shipping Method

Premium Shipping (Only Option)

  • 🚚 Transit: 7-14 business days
  • 🛡️ Full insurance included
  • 📍 Complete tracking provided

💰 Shipping Costs

  • $60+ orders: FREE
  • Under $60: $8.95

⏱️ Processing Time

  • Standard: 1-3 business days
  • Peak Season: 3-5 business days

📅 Total Delivery Timeline

Domestic: 8-17 business days from order date International: 10-28+ business days (includes customs)

🌍 International Orders

  • 📋 Customer pays all customs duties/taxes
  • ⏳ Customs clearance adds variable time
  • 🛡️ Full insurance coverage included

🔒 Insurance Coverage

✅ Lost packages ✅ Stolen packages ✅ Damaged items Automatically included – no extra cost

📞 Need Help?

📧 hello@klarlux-ny.com ⏰ Response: 24-48 hours

Last Updated: October 22, 2025

Thank you for choosing Klarlux! We’re honored to deliver transparent luxury directly to your doorstep with the protection and peace of mind of Premium Shipping. Every order matters to us, and we’re committed to ensuring your knitwear arrives safely and beautifully.