FAQS

We always recommend reviewing all order details carefully before you finalize—this helps avoid needing adjustments later. But if you do need to change or cancel, email us at blossom@burlyluxe.com within 12 hours of placing your order. Just include your order number and what you’d like to adjust, and our Customer Experience team will work to make it happen.

For cancellations: Only orders placed in the last 12 hours can be requested for cancellation. After 24 hours, we can’t guarantee cancellations anymore—but feel free to contact us anyway. If your order hasn’t been put into production yet, we may still be able to cancel it or make the changes you need.

We do not charge hidden fees.international orders may be subject to import duties, VAT, or other customs fees depending on your country’s regulations. These fees are not charged by BurlyLuxe, but are determined and collected by your local customs authority.
Please note that it is the customer’s responsibility to understand and comply with their country’s import policies.
If customs duties or taxes are required, the courier will typically contact you before delivery to arrange payment.

BurlyLuxe has no control over these charges and cannot be held liable for any duties, brokerage fees, or taxes imposed by local authorities.If customs fees are unpaid and the parcel is returned to sender (RTS), the return shipping and RTS handling costs may be deducted from any refund issued.For this reason, we do not recommend refusing international deliveries, as return costs can often exceed the original order value.

We understand this can be inconvenient, but customs policies are beyond our control.
To help our customers, we always aim to declare the value of each shipment as low as reasonably possible to minimize import costs.

Yes, we provide exclusive discounts for wholesale orders, and a wide range of our products are available for bulk purchase directly on our website. The discount amount is determined by your order quantity—more items you order, the more favorable the rate we can offer, ensuring you get the best possible price for your wholesale needs.
If you’re looking to buy in bulk and secure the optimal discount, please reach out to our customer service team for personalized assistance at Blossom@burlyluxe.com.

Handling time: We try to ship items within 2 to 4 days of receiving payment. If shipping time is critical, please let us know before ordering.
Processing time ： 2 - 4 days .
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Estimated shipping times :
DHL Express Worldwide : 3-5 business days
EMS express Shipping : 5-10 business days
We do offer Rush order as an alternative option for faster processing.
If there’s any need to receive the item for urgency,please contact us to deal with the details. Blossom@burlyluxe.com

Our service team can adjust the shipping address for orders that haven’t been shipped yet. To request this change, please send us an email with your order number and the new address—we’ll update it for you promptly.Note that this address update won’t show up on the website or your invoice, but it will be the new address our courier uses to deliver your order.
Once an order is placed, we cannot change the country it ships to. To help prevent online fraud, your shipping address country must match the country of your billing address.
For easier address management on future orders, you can also update your saved addresses in your account settings:
Log in to your account

• Click your account profile image at the top right of the screen
  
• Select “Settings” from the dropdown menu
  
• Tap “Addresses” in the top menu bar to edit or add addresses

Yes, please contact us before placing your order, we will arrange a production time and express delivery for you. We did have the option to select this service before checkout.

If you haven't received your package, the first step is to track it using the tracking number provided in your shipping confirmation email. If its still in transit, hold tight and you should get it soon.

But if you don't have a tracking number, maybe the order hasn't been shipped yet. Please contact our customer service immediately.

✅ Eligible Returns

* Contact us within 7 days of delivery if you are unsatisfied with your order.
* For damaged or defective items, please notify us within 5 days of receipt with photos for verification.
* Items must be returned in new, unused condition with original packaging.

 💰 Refunds & Exchanges

* Refunds are processed within 7 business days after we receive your return.
* Exchanges can be arranged if stock is available.
* If the error is on our side (wrong item, damage before arrival), we also refund the return shipping.
* Otherwise, return shipping is the customer’s responsibility.

 🚫 Non-Returnable Items

Certain products are **final sale** and cannot be returned:

* Personalized or custom-made items
* Custom-dyed feathers
* Special orders
* Used or damaged items not caused by us

 📩 How to Start a Return

Please email us at **[blossom@burlyluxe.com]with your order number, reason for return, and photos (if applicable). Our support team will guide you through the process quickly.

Absolutely—we can help you create a feather fan in a custom color! You can either pick a shade from the official RAL color list (available at https://www.ralcolor.com/) or share a photo of your desired color. We’ll do our best to match it closely, though we can’t guarantee a 100% exact match. To start your custom color request, please email us at Blossom@burlyluxe.com. Note that custom color orders typically require a minimum order quantity.

Yes, we offer DIY tutorials to help you make your own feather fans! Each tutorial includes detailed, step-by-step instructions, a breakdown of required materials, and helpful tips for creating fans that look great and work well. If you’d like to find out how to get these tutorials, contact our customer support.

Ostrich feathers, known for their softness and elegance, require special care to maintain their beauty and longevity. Here's how to look after your ostrich feathers:

Store Properly

• Store your feather items in a cool, dry place, away from direct sunlight.
  Use a breathable garment bag or box to protect them from dust.

Avoid Moisture

• Keep feathers away from water, humidity, or steam. Moisture can cause the feathers to lose shape or curl.

Spot Cleaning:

• Gently remove dust and dirt by lightly shaking or tapping the feathers. Use a gentle touch, and avoid using a vacuum cleaner or brush with stiff bristles.For more thorough cleaning, use a soft, clean cloth or a feather duster. Do not use water or cleaning solutions unless absolutely necessary.
  

Restoring Shape:

• If ostrich feathers become flattened or misshapen, gently fluff them by running your fingers along the quills in the direction of the feathers. Ostrich feathers are more delicate, so be extra cautious when restoring their shape. Feathers can be fluffed using a gentle warm hair dyer.
  

Hanging and Display:

• When hanging ostrich feather items like boas or décor, use padded hangers to avoid putting stress on the feathers.
  Keep ostrich feather items covered or enclosed when not in use to protect them from dust and potential damage.

Maintenance:

• Be mindful of the use and wear of your ostrich feather items.If ostrich feathers become flattened or misshapen, gently fluff them by running your fingers along the quills in the direction of the feathers. Ostrich feathers are more delicate, so be extra cautious when restoring their shape. Feathers can be fluffed using a gentle warm hair dyer.If they are used for performances, costumes, or special occasions, inspect and maintain them before each use.

Ostrich feathers are incredibly delicate and require gentle care to ensure they remain beautiful and in good condition. By following these guidelines, you can help preserve the softness and elegance of your ostrich feathers for years to come.

Yes, most models feature removable staves for travel and replacement.

Acrylic Staves: They’re lightweight, wallet-friendly, and come in a range of colors and designs—making them an ideal budget pick for beginners.

Aluminum Staves: These are more durable, deliver better control and flexibility, and have a polished, professional look. They do cost a bit more and are slightly heavier, though. Deciding between the two comes down to what matters most to you: if affordability and light weight are key, go for acrylic; if you prioritize durability and performance, aluminum is the way to go.

Our products are photographed under incandescent lighting, and we work to display their colors as accurately as possible. That said, you may notice slight color variations—some areas might appear darker or lighter—due to lighting conditions during photography and post-editing.

Additionally, keep in mind that color representation varies across different screens. The shade you see depends on your device (whether it’s a monitor, smartphone, or tablet) and its display quality, as different screens reproduce colors differently.

To get a more accurate view of product colors online, you can try these steps:
- Calibrate your display to standard color settings.
- Use a web browser that supports color profiles.
- Check customer reviews and real-user photos—these can give you a clearer sense of a product’s actual color.

Even with these steps, minor color differences may still occur, and we ask for your understanding of these unavoidable variables.