At Luxury Cup Store, we take immense pride in curating a collection of authentic German beer steins and heritage gifts. We understand that each piece is not merely an item, but a fragment of history and craftsmanship. Your satisfaction is paramount to us. If you are not completely satisfied with your purchase, we are here to help with a straightforward returns and exchanges process.

Our Return & Exchange Policy

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible for a return or exchange, your item must be unused, in its original packaging, and in the same condition that you received it. You will also need the original proof of purchase.

Please Note: Due to the fragile, collectible, and sometimes personalized nature of our products, the following items cannot be returned or exchanged unless they arrive damaged or defective:
  • Crystal Beer Steins (Due to extreme fragility)
  • German Christmas Ornaments (Seasonal and fragile items)
  • German Advent Calendars and Cards (Time-sensitive products)
  • Any item that has been used, altered, or is not in its original condition.
We meticulously inspect every stein and gift before shipment to ensure it meets our high standards of quality.

Initiating a Return or Exchange: A Step-by-Step Guide

To start a return or exchange, please follow these simple steps:

  1. Contact Us: Within 15 days of receipt, please email us at [email protected] with your order number and details about the product you would like to return or exchange. We will reply with a Return Merchandise Authorization (RMA) number and specific instructions for returning your item. Returns without an RMA number cannot be processed.
  2. Pack the Item Securely: Please repack the item in its original, sturdy packaging with all included documentation and accessories. We recommend using additional padding to ensure this piece of heritage arrives back to us safely.
  3. Ship the Package: Mail your return package to the address provided in your RMA instructions. We strongly advise you to use a trackable shipping service and purchase shipping insurance, as you are responsible for the item until it arrives back at our workshop. Our return address is:

    Luxury Cup Store
    Returns Department (RMA #: [Your Provided Number])
    3946 Spring Avenue
    EL PASO, US 61738

Refunds and Reimbursement

Once we receive and inspect your returned item, we will send you an email to notify you of its status.

  • Approved Returns (Refunds): If your return is approved, your refund will be processed within 5-7 business days. The refund will be automatically applied to your original method of payment (Visa, MasterCard, JCB, or PayPal). Please note that depending on your financial institution, it may take an additional 3-5 business days for the refund to be reflected on your statement.
  • Exchanges: For approved exchanges, we will ship the replacement item to you as soon as possible, using the same shipping method as your original order.

Please note that the original cost of Standard Shipping ($12.95) is non-refundable. For orders that qualified for Free Shipping, the cost of return shipping to our facility is the responsibility of the customer.

Damaged or Defective Items

We deeply regret if one of our carefully packaged steins arrives damaged. In the unlikely event this occurs, please contact us immediately at [email protected] within 48 hours of delivery. Please include your order number and photos of the damaged product and its packaging. We will promptly arrange for a replacement or a full refund, including any shipping costs.

Return Request Email Template

To help you get started, you may use the following template for your return request email:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Luxury Cup Store Team, I would like to request a return/exchange for an item from my recent order, Order #[Your Order Number], placed on [Date of Order]. The item I wish to return/exchange is: [Product Name and Product Code if available]. Reason for return/exchange: [Please provide a brief reason]. I have reviewed the Returns & Exchanges policy on your website and confirm that the item is unused and in its original packaging. Please provide me with a Return Merchandise Authorization (RMA) number and further instructions. Thank you for your assistance. Sincerely, [Your Full Name] [Your Phone Number]

We are committed to ensuring your experience with Luxury Cup Store is as exceptional as the pieces we offer. Thank you for entrusting us with your collection.

The Luxury Cup Store Team
Stewards of Authentic German Heritage