Ekoluxe FAQ

ORDERING & PAYMENT

Accepted Payment Methods We accept orders with Mastercard, Visa, American Express, Discover, Maestro, Visa Electron, JCB, Union Pay, Diners Club International, PayPal, Gpay, & Apple Pay.

Issues with Pay Methods If your credit card was declined, your information was entered incorrectly or there are issues with the card. Please try a new payment method and contact your financial institution for more information regarding the decline.

Please check out our size chart here, and don't forget to read the fit notes for each item as they vary depending on the style. If you still have questions email us at ekoluxe@lovekhaos.com we're always happy to help.

You may notice some of our colors have a different hand-feel. Each color goes through a unique hand dyeing process, which results in some feeling a little softer than others — but rest assured, all of our colors carry the same durability, compression, and quality across the board. The more you wear them the softer they become.

Pre order means that you are ordering something before it's ready. Right now we are refining a few styles in the XL, 2XL, and 3XL sizes just to ensure the absolute perfect fit. As soon as they are ready we will send your order. We promise they are worth the wait!

We are required to collect sales tax for all orders being shipped to addresses in California.

If you contact our Customer Care team via email at ekoluxe@lovekhaos.com providing your order number and the promo code we will be happy to apply it to your order if it is still valid.

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

We can make changes to your order (size, color, Inseam length, etc) if you get in touch with us within 2 hours of ordering. After 2 hours it's possible we have already started making your order - you can still try to reach us & if we haven't begun we can make the changes but we cannot make any guarantees after the 2 hours.

If you need to change the shipping address you have 24 hours to do so from the time you order as we make each item to order so it gives you a window to correct any mistakes.

For any order changes email us at ekoluxe@lovekhaos.com.

Should you want to cancel your order we charge a 3% restocking fee that the credit card company charges us to process payment regardless if we fill the order or not.

Check your spam folder first, it may have gone there. Otherwise it is likely that you may have made a spelling mistake when typing your email in your customer profile. Please contact us so we can resolve the issue.

Shipping

We ship worldwide!

In the interest of sustainability, all Ekoluxe items are made to order. We need 2-5 days for production and will ship your order directly from our studio as soon as it's ready.

Transit time takes 4-8 business days depending on your location.

Please note that due to the global pandemic some destinations are experiencing longer than usual transit times. This is completely beyond our control. We apologize for any inconvenience this causes, we're all in this together.

We offer free shipping on all orders over $250 USD.

We use Fedex International Priority to send all orders, this method takes 4-8 days to arrive depending on your location. Unfortunately at this time we are unable to offer a more expedited shipping method.

If you purchased something from both Ekoluxe & Love Khaos your items may ship separately as some Love Khaos orders are shipped from California. In that situation the shipping prices are calculated separately based on the weight of the items being sent from both locations. In most situations if your order qualifies for free shipping from Ekoluxe it also qualifies for free shipping from Love Khaos.

You will receive an email confirmation once your order has been placed & another email with tracking information once it's been shipped.

Customs charges (VAT/tax) vary between countries and are the responsibility of the customer. Rest assured we try our best to send packages in a way that ensures you pay MINIMAL VAT. If this is a concern for you please add a note with any vital info we should know at checkout.

Please check if you have received a missed delivery card and that your parcel hasn’t been left in a safe space, with a concierge or at a neighbour’s address. If the parcel has still not been found, please contact our Customer Care team at ekoluxe@lovekhaos.com for further assistance.

Returns and exchanges

We offer free exchanges for size or color. Your item must be in brand new, unworn, unwashed, in its original condition with tags attached. You cannot exchange anything with a custom inseam or length, marked as "Sale" or "Sample", worn, damaged, washed, or altered in any way.

To process an exchange send us an email at ekoluxe@lovekhaos.com.

We're sorry to hear things didn't work out for you but here is the good news: we accept returns for items in brand new, unworn, unwashed, original condition with tags attached.

Here's the fine print. You CAN NOT return anything that has a custom (non standard) inseam length, marked as "Sale" or "Sample", worn, damaged, washed, or altered in any way.

To process a return send us an email at ekoluxe@lovekhaos.com

Make sure to package your item securely, and include your invoice or some documentation with your order number so we know that it's yours. We suggest you send your return with tracking and signature required as they are your responsibility until they arrive back to us.

We issue refunds as soon as we receive your item but it takes 2-10 business days to process into your account depending on your method of payment. We charge a restocking fee of between 1- 4% depending on the payment method (paypal being the highest at 4%) which is the cost that credit card processors charge us in nonrefundable fees when we process your order regardless if you return it or not. 

Shipping charges are non-refundable.

Please send your return to:

Love Khaos, 8 Jeffrey ct, Novato, CA 94123 USA

Please don't forget: you must contact us first before sending your return.

All returns must be accompanied with some paper that indicates your order number and who you are or we will not be able to process the return. Packages are you responsibility until we sign for them so please send them with signature and tracking number to ensure they arrive.

In the unlikely event you have received a damaged, defective, or incorrect item, please contact ekoluxe@lovekhaos.com with a photo of the damage or the wrong item you received, as well as your order number. We ask that you do not dispose of any items or try to alter them in any way prior to reaching out as these items will quality for our quality guarantee.

Gift Cards

You will be emailed a code, and there will be a space at the checkout to put in the code.

No, our gift cards and store credit never expire.

See our returns page for full details. After you have followed the steps to return your order, you will receive a new gift code.

SUSTAINABILITY

We're kinda obsessed with planet earth, so being eco-friendly is at the top of our priorities, as is giving you as much information as possible. Check out this special page dedicated to answering this question.

YES everything we make is 100% vegan.

Everything Else

Yes! We are always looking for small, likeminded stores and communities to stock our brand. It's important we choose the right fit as well as share our same values. Please send us an email at ekoluxe@lovekhaos.com telling us a little bit about your space and vision and we will chat there xx

If you are an advocate for slow fashion and sustainability, have a personal style that goes well with Ekoluxe's aesthetics, as well as a follower base whose interest corresponds with ours, then the answer is yes we may be interested in working with you in exchange for your promotion. If you feel that this is you, please email us at ekoluxe@lovekhaos.com

If you have a well-loved or damaged item this can be returned to our studio, where we can assess whether it is possible to be repaired. Used and worn items should be returned to us in a clean condition, please note items received in an unacceptable state of cleanliness will be returned without assessment or repair. Worn items that have been damaged by general wear and tear are not to be considered as faulty. Repairs will be free of charge but the shipping costs to and from our studio in Bali will be the responsibility of the customer. Any changes will be confirmed before fixing the garment commences. For more information please email ekoluxe@lovekhaos.com.