Returns & Exchanges

RETURNS NOTES MAY BE DOWNLOADED FROM THE LINK AT THE FOOT OF THIS PAGE

UK Customers

We are happy for you to return for refund or exchange items(*) with which you are not completely satisfied. Our returns period is 21 days from date of order.

(*) Excluding items marked as Clearance, which are not eligible for refunds or exchanges.

Any and all claims for damaged or faulty goods must be advised to us within 10 days from date of order and goods must be returned to us within the 21 day period together with a completed returns note (download link at foot of this page) unless it is agreed otherwise. The decision as to whether damaged goods must be returned will be ours alone and failure to return the goods will invalidate any claim for a refund.

Refunds and/or exchanges are subject to the return and receipt of your purchase in it's original condition and packaging with any and all tags and relevant accessories, unused and unwashed within 21 days from date of order along with the original order confirmation documentation (emailed to you when you placed your order through our site or our affiliate sales channels) and a completed returns note (download link at foot of this page). Please note that we are unable to process your refund without a completed returns note and a copy of your order confirmation/invoice.

Where the goods were delivered to a third party and you are unable to return them to us, you will not be entitled to a refund.

In the event of claims re faulty goods or goods damaged in transit, we are happy to exchange goods if required but we reserve the right to refund rather than replace your order if we believe that there is a significant likelihood of replacement goods also being damaged in transit.

Items sold in the SALE area of our website are NOT eligible for refunds however credit notes (electronically applied to your account) will be issued for use on future orders for up to 90 days.

Items marked as CLEARANCE are NOT eligible for refunds or exchanges.

 

Send your parcel to...

Customer Services (Returns)
The Luxe Company
12 Church Lane
Swainby
Northallerton
United Kingdom
DL6 3EA

Your purchase price will be refunded once the items have been checked for any damage and are deemed to be in a saleable condition. Original delivery charges will not be refunded in the case of a return. However, if you request an exchange for returned items, e.g for a different size, you will not be charged again for delivery.

Parcels are returned at your own cost, and we strongly recommend you obtain a free Certificate of Postage from the Post Office or a collection note from your chosen courier in case the parcel is lost in transit as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

Original order delivery charges will only be refunded in the case of incorrect, damaged or faulty goods (this does not affect your statutory rights). We will cover the cost of standard second class return postage in these circumstances. Any additional costs incurred in returning item to us, e.g. first class post, tracked/recorded delivery, etc., are incurred at the customer's own choice and expense.

The Luxe Company reserves the right to charge a carriage/handling charge if goods ordered and returned causes excessive cost to the business.

Orders purchased through PayPal may be eligible for return shipping refunds paid by PayPal. Pre-registration is required (Click HERE) and the offer is subject to PayPal's terms and conditions. Please note that this is a PayPal administered offer and The Luxe Company does not administer this offer in any way or guarantee it's availability or payments. All queries in relation thereto should be referred to PayPal.

From time to time we may offer our own FREE RETURNS as a promotion. Items ordered or returned during this period will be refunded in full upon receipt together with the costs of posting. If the PayPal free return shipping offer is applicable this will take precedence over our own refund scheme.

International Customers (Europe/Worldwide)

Our returns policy applies as detailed above.

Send your return via a prepaid, insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs.  Send your parcel to...

Customer Services (Returns)
The Luxe Company
12 Church Lane
Swainby
Northallerton
United Kingdom
DL6 3EA


Parcels are returned at your own cost, and we strongly recommend you obtain a free Certificate of Postage from the Post Office or a collection note from your chosen courier in case the parcel is lost in transit as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.


Festive Period Orders & Deliveries
 
We are pleased to advise that over the festive period our returns policy will change as we appreciate our customers may wish to start their shopping early and may require additional time to exchange or return items. Our extended refund period will operate from December 1st. All orders placed from then until until December 24th will be eligible for refunds or exchanges up until 21 January. All other refund terms & conditions will apply.

Last posting date for pre-Christmas delivery will be Tuesday December 20th using standard delivery. The Luxe Company does not guarantee delivery in time for Christmas. This date is as advised by Royal Mail.


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