returns & exchange

We hope you will love your LUXELUMY order, but if for any reason you would like to return your item/s they can be returned for exchange or refund provided that the guidelines outlined below are observed. We offer free returns on all purchases made on www.luxelumy.com.

Return

  1. Please contact us to authorise your return within 14 days of receipt of goods. You can contact us here please quote your order number and reason for return.
  2. Goods should be returned unworn and packaged as per the original order with all tags in place, folded and wrapped in the original tissue paper and inside the original unmarked gift box.
  3. All items should be returned in the original cardboard outer carton which protects the gift box. If this is impossible then an alternative cardboard outer may be used.

Returns that do not comply with the above conditions are not accepted and will be sent back to the Client.

The following items will NOT be accepted in return:

  • The Perfumes.
  • Items that have been damaged, worn, altered, washed, or allegedly used according to the judgment of our quality control department.

Refund

If you wish to receive a refund for returned items, eligible items need to be returned and reach us within 14 days of being received by you. 

After we receive your return package, please allow 3-5 business days for your return to be processed. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. This is outside of our control. 

* Please note that if you were subject to a customs fee, we are unable to refund this fee for your order. 

Exchanges

For UK customers, if you need a different size, just send us a request email and we will send you the exchange instruction. Once we receive your return at our warehouse, please allow 2-3 business days for it to be processed by our team. Subject to stock availability, we will exchange eligible items that are returned to us within 14 days. In cases where we are unable to provide an exchange, we will first offer a credit. 

For customers outside of UK, please request a return and make a separate order on the website.

Damages and issues

We are dedicated to provide products of the highest quality to all our customers. However, if by any chance your item is defective, damaged, or if you receive the wrong item, please do not hesitate to get in touch in the first instance. Our customer service team will be most delighted to investigate and make it right. 

If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days and are subject to regulations.

If you have any questions, we are always here to help!