Last updated: 1 July 2021
We are sorry if your product is not suitable or to your liking but rest assured that we will do our very best to provide a swift and simple return/exchange process and refund where applicable. Our online returns process is outlined below.
Please note that the following applies to Internet transactions only and does not relate to in-store transactions. See Harrogate Store page for in-store transaction returns policy.
RETURNS PROCEDURE - INTERNET TRANSACTIONS
RETURNS PERIOD - 21 days from date of order unless subject to seasonal extension. 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 the date of order and, where requested, returned within 21 days from date of order.
CLEARANCE ITEMS are NOT eligible for return, refund or exchange beyond the statutory 14 days from date of receipt of goods cancellation period.
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
20 West Park
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.
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 should be supported by photographic evidence and must be advised to us within 10 days from date of order. Please complete a returns/damaged goods note (online form opposite or download the paper form from the link at foot of this page). Where requested, damaged goods must be returned to us within the 21 day period 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 its original condition complete with any item-specific packaging that forms part of the sale, e.g. branded presentation/gift boxes, together 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. 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 to you, 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 days from date of receipt of goods cancellation period.
Charges for Gift Wrapping are non-refundable as this is provided as a service and the consumables used cannot be re-sold.
The purchase price of your goods will be refunded once the items have been checked for any damage and are deemed to be in a saleable condition. Charge for gift wrapping are not refundable. Original delivery charges will not be refunded in the case of a return but, 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 risk and cost. 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 to us will not be treated as returned and will not be refunded. Items damaged in transit to us will not be refunded. Any claims for items lost or damaged in transit must be made against your chosen courier. If required, items returned to us that are found to be damaged upon receipt can be returned to you subject to payment of our redelivery administration fee of £5.00 or the original order delivery charge, whichever is the higher.
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 (as defined by Royal Mail or other appropriate couriers according to weight) in these circumstances. Any additional costs incurred in returning an 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.
Should you wish to return this item it is very important that the return parcel is marked RETURNED GOODS.
This avoids customs and duties charges being incurred for import back into the UK.
Where we are able to identify returned goods parcels not appropriately marked, we will reject delivery and instruct the carriers to return the parcel to you for correct re-sending. We will only refund the purchase price once goods have been received.
Where we are unable to identify the parcel as being a return and we incur customs and duties charges as a result of the parcel not being correctly marked we will deduct the charges from the amount refundable.
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
20 West Park
Parcels are returned at your own risk and cost. 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. Items damaged in transit will not be refunded. Any claims for items damaged in transit must be made against your chosen courier.
Any customs fees or duties payable by us in order to release goods being returned from customs back to us due to incorrectly completed documentation by the sender will be deducted from the refundable amount.
FESTIVE PERIOD RETURNS
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 November 20th. All orders placed from then until December 24th will be eligible for refunds or exchanges up until January 15th. Goods must be received back by this date. All other refund terms & conditions will apply.