Returns, Exchanges & Refunds - Procedures & Policies

RETURNS PROCEDURE

RETURNS PERIOD - 21 days from date of order. Goods must be received back within this period regardless of when the returns note was completed/dated.
FAULTY/DAMAGED ITEMS must be reported within 10 days of date of order and returned within 21 days from date of order.

CLEARANCE ITEMS are NOT eligible for return, refund or exchange
beyond the statutory 14 day from date of receipt of goods cancellation period.

  • Print a copy of your original order confirmation/invoice to send back with your goods. This is very important - we cannot process your refund quickly without that.
  • Complete and submit the form opposite OR...
  • Download and complete the paper form from the link at the foot of this page and send that back with your goods.
  • Send your goods back to us with the required paperwork at the address below.

PAPER BASED RETURNS NOTES AND SHIPPING LABELS CAN BE DOWNLOADED VIA THE LINKS AT THE FOOT OF THIS PAGE

Send your parcel to...

Customer Services (Returns)
The Luxe Company
Unit 31, Victoria Gate
Harewood Street
Leeds
West Yorkshire
United Kingdom
LS2 7AR

Please allow up to 14 days from the date of sending a return for us to process the refund.

RETURNS, EXCHANGES & REFUND POLICIES

Our full returns and refunds policy is detailed on our Terms and Conditions page. The following is provided as a summary only and the details laid out on the Terms and Conditions page are the overriding terms and conditions.

UK Customers

In addition to your statutory rights as detailed thereon, 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 return, refund or exchange.

(**) For hygiene reasons, items such as lingerie or swimwear bearing the hygiene seal may not be eligible for refund if the sealed packaging is opened or broken.

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 (online form opposite or 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 (online submission or paper document) and a copy of your order confirmation/invoice.

Items acquired to order from our suppliers to meet specific customer requirements, e.g. size/colour/pattern, may be returned but will be refunded by way of eCredit to your account for use against any future purchase.

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 marked as CLEARANCE are NOT eligible for return, refund or exchange beyond the statutory 14 day from date of receipt of goods cancellation period.

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 use a tracked delivery service or obtain 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  second class return postage in these circumstances. Any additional costs incurred in returning item to us, e.g. first class post, premium rate delivery services, 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
Unit 31, Victoria Gate
Harewood Street
Leeds
West Yorkshire
United Kingdom
LS2 7AR


Parcels are returned at your own cost, and we strongly recommend you use a tracked delivery service or obtain 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 via Royal Mail will be Tuesday 20th December 2017 using standard delivery and Wednesday 21st December 2017 using express delivery. The Luxe Company does not guarantee delivery in time for Christmas. These dates are as advised by Royal Mail.

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