Frequently Asked Questions

Popular questions

When will my order ship?

In order to keep our prices down and pass along the savings to you, all of our products are typically made once a campaign concludes. Once the campaign is over, our production time is roughly two weeks and shipping time tends to be 1-3 days (longer for international shipments).  If you haven't received your order three weeks after a campaign ends, send us a note and we'll be happy to look into it for you.

How will my order arrive?

The LUSTR takes pride and care in packaging each and every order.  In addition to your ordered item, expect to find a black travel pouch, your receipt and a note from the designer.  

What carriers do you use?

All orders are shipped through USPS First Class or Priority mail.

Who can I contact for press inquiries?

For all press inquiries, please send an email to



What forms of payment do you accept?

We accept Visa, Mastercard, Discover, American Express and PayPal.

When will I be charged?

Credit cards will be charged immediately upon submitting an order. 

How will the charge appear on my credit card statement?

Charges will appear on your credit card statement as SP * THE LUSTR. 

Why was my order declined?

Most declined transactions occur due to the billing address entered not matching the address your bank has on file; please ensure you have entered the correct address.  In certain cases, transactions are declined due to our fraud prevention methods.  if you are still having issues, fill out our contact form or send us an email at  



What's the status of my order?

We send out emails as the status of your order changes, so the last email you received should be the current status of your order.  Your email should also have a link to the order status page which can be found on our website when you are logged in.

Do you ship internationally?

Yes. But please note that international shipments may be subject to duties and taxes and occasionally delays may be incurred.   

Can I expedite my order?

Typically we are are unable to expedite orders.  From time to time and on a case specific basis, we may be able to help you out. Please fill out our contact form or send an email to and we'll see what we can do.



What's your return policy?

Unless otherwise stated in the product details, The LUSTR will accept returns for a full refund up to 14 days from the day your shipment was delivered.  Customers are responsible for all return shipping charges.  In the unlikely event your item arrived defective or damaged, The LUSTR will happily repair or replace your item.

I ordered multiple items but only want to return part of it?

Not a problem, fill out our contact form or send us an email to and we will be promptly respond to help facilitate your return. 

How can I ship my item back to The LUSTR?

To initiate a return, please send an email to with the subject “Returns” and in the body of your email, include the item to be returned, order number, date of purchase and reason for return prior to returning an item.  The LUSTR is not responsible for lost return packages and we highly recommend using a shipping method with tracking and insurance.  Remember to retain your tracking information and to include your item and original invoice in the package. 

Send all returns to:

The LUSTR Returns
9595 Wilshire Boulevard
Suite 410
Beverly Hills, CA 90212

What if I can't find my original receipt?

Please check for the original confirmation email we sent when you placed your order; this email contains all pertinent information necessary to initiate a return.  If you are unable to locate this email, send us a note and we will promptly be in touch to assist you. 

I requested a refund, when can I expect it?

Please allow us up to 14 days from receiving your returned item for us to process your request and refund your credit card or original method of payment.   



Can I apply a promotion code for an order I already placed?

Unfortunately, promotion codes can not be applied to previously placed orders. 

Why isn't my promotion code working?

The most common reason for a promotion code not working is that it has already expired.  Additionally, some codes are only associated with particular user accounts or email addresses.  Please make sure that the promotion code you are attempting is currently active and that you are the intended recipient of the promotion.   If you are still having issues, please fill out our contact form or send an email to and we will be happy to assist you.


Other questions

For any other questions you may have, please fill out our contact form or send an email to us at