RETURNS

Hey Lovers!

If you are wondering how we operate, please take the time to read our returns policy below as it’s important to know.

We hate buying non-personalised things online only to have them not be the perfect or be quite what you were looking for. In the event your item isn’t right you can return for a store credit or exchange. This expires within the 30 days of your original purchase.

If you are wanting to return an item/s they MUST be post stamped returned within 7 days of you receipt or receiving the order. Please note the conditions:

  • Final sale items are not eligible for return.
  • Personalised products are not eligible for return.
  • Return postage back to us is at the customer’s expense.
  • Orders with a credit note applied will incur the standard postage fee.
  • Credits are the value of the item/s only and do not include postage.

EXCHANGE/CREDIT 

We offer a credit note only in cases which:

  • You don’t absolutely love it
  • Or you have simply changed your mind
  • Or fault in product itself

Provided that:

  • The item hasn’t been used and in original conditions as sent to you
  • The item is returned to us within 7 days from delivery date. Any time after this will not be accepting any exchanges/credit notes.

REFUND

We treat every order with absolute care and pack them with precision and ensure they leave Luxx HQ in perfect condition. However, in the unlikely case of an item being delivered faulty, we will happily provide you with a full refund or replacement provided:

  • You must notify us immediately within 7 days from delivery date providing a description of the fault in your items along with pictures as proof
  • Your claim of the faults have been reviewed and approved by our staff
  • Refunds are only applicable on the item not the cost of postage.

Please note:

Once your refund has been approved by our staff and a notification sent to you, it may take up to 5-7 business days for the funds to appear in your account, so please be patient. However, if your refund has taken longer than this period, please contact us so we can investigate the cause of the delay.

PERSONALISED ITEMS

As we customise a lot of our products please take care when selecting these items, once we finalise your design and organise delivery to you there is no refund or exchange on these customised items.

SALE ITEMS
Please take care when selecting our final sale items as there are strictly no exchanges or returns on sale items unless deemed faulty. If a sale item is returned, it will be returned to sender upon receipt. Only exchange for shoe sizes is accepted.

For all exchange and refund enquiries, please contact us via email at [email protected]