Refund policy
We want you to feel confident when ordering from LuxCouture. If you need help with a return, email shop@luxcouture.co.uk with your order number.
Return window
You have 30 days after receiving your item to request a return.
Return condition
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
For hygiene reasons, earrings and jewellery cannot be returned if they have been worn or if sealed hygiene packaging has been opened, unless the item is faulty, damaged, or incorrect.
How to start a return
- Email shop@luxcouture.co.uk with your order number and the item you want to return.
- Wait for our return instructions before sending anything back.
- If your return is accepted, send it to: Unit 140851, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK.
Items sent back without first requesting a return may not be accepted.
Return postage
For change-of-mind returns, you are responsible for return postage unless we agree otherwise. If your item is faulty, damaged, or incorrect, contact us before sending it back so we can help resolve the issue.
Damaged, faulty, or incorrect items
Please inspect your order when it arrives. If an item is defective, damaged, or not what you ordered, contact us as soon as possible at shop@luxcouture.co.uk with your order number and photos where relevant. We will review the issue and help make it right.
Non-returnable items
We cannot accept returns for gift cards, custom or personalised items, or sealed items that are not suitable for return for health or hygiene reasons once opened, unless the item is faulty, damaged, or incorrect.
Exchanges
The fastest way to get a different item is to return the original item first. Once the return is accepted, you can place a new order for the item you want.
Online cancellation rights
Nothing in this policy affects your statutory rights. If you are a UK or EU customer buying online, you may have the right to cancel your order within 14 days after receiving it. After telling us you want to cancel, you then have 14 days to return the item. Returned items must be handled with care and returned in a resaleable condition, unless they are faulty.
Refunds
We will notify you once we have received and inspected your return. If your refund is approved, it will be sent to your original payment method within 10 business days. Your bank or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, contact us at shop@luxcouture.co.uk.