Refund policy

HOW LONG DO I HAVE TO RETURN MY ORDER?

Customers may return eligible items up to 30 days of delivery. Returns raised after 30 days post-delivery will not be accepted.

In the event of a defective item or wrong delivery, please inform us as soon as reasonably possible, preferably within 72 hours of receiving your order so that we can begin the investigation process promptly. Please see more information in the FAQS below. 

 

PLEASE SUBMIT A REFUND REQUEST BY FOLLOWING THESE STEPS:

 1. Contact us here to request a return or by using the live chat option. 

(You must return your order according to the timeframes outlined above)

 

2. For eligible orders, we will provide a prepaid Royal Mail return label. The applicable return postage charge will be deducted from your refund unless the return is due to a faulty, damaged or incorrectly supplied item.

 

3. Pack the item to be returned - The item must be returned in the same condition it was received, with all original packaging, authenticity certificates, tags and accompanying materials.

 

4. Please post the item(s) to your local post office using the label provided by us.

 

 

FREQUENTLY ASKED QUESTIONS:

 

HOW LONG DO I HAVE TO RETURN MY ORDER?

Customers may return eligible items up to 30 days of delivery. Returns after 30 days post-delivery will not be accepted.

 

DO YOU OFFER FREE RETURNS?

We do not cover the cost for returns if you are exercising your right to return a non-faulty item. The return costs differ depending on your location. 

The return cost will be deducted from your overall refund once we receive the return.

 

HOW DO I RETURN AN INTERNATIONAL ORDER?

For international orders the same policies apply. We will provide you with a return label that you can use at a local post office. 

 

HOW LONG WILL IT TAKE TO PROCESS MY REFUND?

Upon arrival it will take up to 14 working days to process your refund while we inspect the return. Once your return has been inspected and approved, refunds are issued to the original payment method used when placing the order and may take 3-5 working days to appear in your account depending on your payment provider.

 

DO YOU OFFER COLLECTION FROM MY DOOR?

Door collection may be available in certain locations. Please contact us when requesting your return.

 

DEFECTIVE PRODUCTS OR WRONG DELIVERY.

You must check whether your shipment is correct upon delivery. If there are any discrepancies or problems with your order, please inform us within 72 hours of receiving your order, so that we are able to conduct our investigation process promptly.

When you first contact us, please include:

• Your name
• Order number
• Date of purchase
• Product name and code
• Any pictures and / or videos of the problem
• A description of the problem 

Once we receive the information requested above, we will make a decision if we can help you.

If for any reason we do not accept the item is faulty, we will inform you of our decision. 

Any decision that we make does not affect any other consumer rights that you may have under legal legislations.

Where an item is faulty, not as described, or an incorrect item has been sent, return shipping costs will be covered by Luxury2you.

 

DO YOU OFFER EXCHANGES OR PARTIAL REFUNDS?

We do not normally offer partial refunds. However, in limited circumstances and at our discretion, a partial refund may be offered where appropriate.

We don't offer an exchange facility at this time. Simply return your product(s) for a refund and re-order a replacement.