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Returns, Refunds and Cancellation policy

It is our aim that every item arrives in great condition to you and we hope you’re always thrilled with your every purchase from us. However there will be times when you may wish or need to cancel your order, return your item because of perhaps changing your mind, item(s) not fitting correctly, item(s) not meeting your expectations, Item(s) damaged, wrong item(s) being received, Item(s) lost, wrong address provided, undeliverable to address, or something else. The information here contained here is our policy to help you deal with your issue fast and with clarity.

Please ensure you read very carefully all conditions around our policy on Returns and Refunds and cancellations specifically following all instructions. Failure to adhere to same may result in no refund or part refund.

As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.

We offer a 14-day return policy to our customers from the day the package is delivered to you. Returns that are shipped back after the 14-day policy will be rejected and shipped back to the original dispatch address. Your returned item must arrive at our warehouse no later than 14 days after your delivery date with all authorised return labels attached and in condition defined below. We require that you book your return pick-up through express courier within 7 days of your delivery date to ensure that it arrives back with us within the 14 days. Please contact us as soon as possible after you have received your order on [email protected] marked “Return request Order no. XXXXXX” where XXXXXX  represents the order number in the subject line, and then in the contents indicate again the Order number, date of purchase, details of why you need to return the item and if damaged, no less than at least three clear photos showing evidence of the damage along with documenting the damage in detail. Further information may be required at the time. Upon confirmation we will issue you with an authorisation return label and all instructions to enable you to return the item.

Please follow carefully the conditions we set out when returning any product for whatever the reason. We recommend you return your items using the packaging your order arrived in. If you’re unable to do this, please find a suitable alternative which will prevent damage. You may not receive a refund or you may receive only a partial refund if these conditions are not strictly followed. Given the nature and high quality of these products, such is absolutely necessary to prevent damage. Thank you for your understanding.

The cost of return shipment will be borne by the customer and should always be shipped back with an active tracking number. All returns are required to be shipped back with UPS, DHL, or FedEx. Due to long delivery time we do not accept any local Postal Service. Any returns that are due with customs charges will be covered by the buyer either by invoice or will be deducted from the original refund. When shipped from outside the EU a fixed customs fee of €27 euros will be deducted from the refund. No other customs fees will be charged. Once a tracking number is assigned please forward to us where we can then follow to ensure it arrives back in our partners warehouses. Please also consider whether insurance will be necessary in the event of the item being lost or damaged.

Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging, packaged in original dust bags, brand boxes/ packaging where applicable in the way in which they were first received inside protective packaging for shipping.
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
  • When trying on footwear, please take care not to mark the soles or damage the shoe box in any way as such can result in your refund being cancelled.
  • If an item has a security tag or brand tag attached, it must be returned with the tag in its original position.
  • Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
  • Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
  • Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled in anyway.
  • Jewellery and all other accessories must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.

We have the right to refuse returns if the products display any evidence of having been worn or washed and with a used scent, or are outside the allowed returns date or have not been properly authorised by us. For declined returns, the order will be shipped back to the buyer and any additional shipping charges will be invoiced.

Please take care when trying on your items purchased so that if you need to return them, you do return them in the same condition you received them. Any returns that do not meet our policy will not be accepted and returned to you where you accept the cost of paying for such re-delivery.

Where such an unfortunate event occurs where you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise as soon as soon as possible after you have received your order to our customer service at the following email : [email protected] marked “Return request Order no. XXXXXX” where XXXXXX  represents the order number in the subject line, and then in the contents indicate again the Order number, date of purchase, contact details, customer number, and a detailed description of what is wrong with the item you need to return and at least three clear photos showing evidence of the damage or the difference from what with documenting the damage in detail. Further information may be required at the time. Upon confirmation we will issue you with an authorisation return label and all instructions to enable you to return the item.

Upon selecting the courier please forward us tracking number to enable us track delivery back to our warehouse. We will advise if Insurance needs to be added to the item also prior to sending back.

When the item is damaged or incorrect which was our responsibility, and once the order is received back and validated with us, we provide a full refund for the item and the shipping cost back to us. Items returned from customers whom have not followed our return instructions properly risk only receiving a partial or no refund. 

We provide a refund on the lost/not delivered package only if after the investigation the freighter confirms that the package has been lost.

We will offer the opportunity to replace an item where it is possible .

Please bear in mind we work as quickly as possible to get your order to you within the shortest possible time frame from the time you place an order with us, to the time we despatch to the time you receive. This normally occurs within 12 – 24 hours. It is absolutely crucial you send us your request to cancel or change the order in the shortest possible time after placing the original order with us.  Bearing this in mind, should you choose to cancel or wish to change your order, such will be dependent on how far the order has been processed within our system. The longer the period of time that has elapsed from the time of your order to your request to cancel or change, in terms of hours the harder it will be so we cannot offer any guarantees once the original order has been placed albeit we will do our best to satisfy your requirement. Where an item has already been despatched it will not be possible to cancel or change and normal return conditions must be followed within our returns conditions policy above. If you choose the option to cancel, then once validated that such a request can be applied, you will be issued with a refund for the full price of what you paid less any administration cost no greater than €20 Euros for cancelling the order. This will be applied at the discretion of to cover processing costs of the order cancellation. For request to cancel orders after items have been despatched, then all normal conditions regarding our returns policy will be then applied. For all assistance or further clarification on this please contact our support on [email protected] with the Subject line “Request to Cancel Information” or if you do need your order cancelled please send an email to [email protected] within subject line “Request to cancel order XXXXX” where XXXXX refers to the order number of your order. Within the Content please clearly advise us of your contact details, Customer number and Description of order.  Please wait for acknowledgement which will be given to you as early as possible to ensure such can be facilitated.

Once your return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label, or you can check the status in My Account under ‘Orders & Returns’.

If you are eligible, we may be able to issue your refund as LuxurybrandsCo credit if you prefer; the amount will effortlessly apply at checkout the next time you shop with us.

If you haven’t received a refund after being notified by us of same taking place and it being outside the notice period for same, please first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially processed. Next contact your bank. There is often some processing time before a refund is received and posted. If you’ve done all of this and you still have not received your refund yet, please contact us again through the contact us form on our website or send email to [email protected] where we will investigate to help identify where the issue may lie. Thank you.

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