Returns & Exchanges Policy
At LUXO, we want you to shop with complete confidence. We understand that sometimes an item may not be quite right, which is why we aim to make our returns and exchanges process as straightforward as possible.
Please read our policy below before arranging a return.
14-Day Returns & Exchanges
LUXO offers a 14-day exchange and store credit policy for eligible purchases.
If an item isn’t suitable, you’ve ordered the wrong size or you’d prefer something different, you can choose between:
● Exchange: Exchange your item for another size or product, subject to availability.
● Store Credit: Receive a credit note to use towards a future purchase at LUXO.
To qualify under our 14-day exchange and store credit policy, items must be sent back within 14 days of receiving your order.
We do not offer discretionary monetary refunds for change-of-mind purchases. This does not affect your statutory cancellation and refund rights, which are explained below.
How to Arrange a Return or Exchange
All exchange and store credit requests are handled through our dedicated WhatsApp customer service.
WhatsApp: +44 7446 463681
To arrange your return:
1. Contact us via WhatsApp with your order number.
2. Let us know whether you’d prefer an exchange or store credit.
3. Our team will provide the return address and instructions.
4. Package your item securely and send it back within 14 days of delivery.
5. Once received and inspected, we’ll process your eligible exchange or credit note.
Please contact our team before sending your parcel so we can assist you with the process.
Return Shipping Costs
Customers are responsible for covering the cost of return postage for change-of-mind returns, including items being sent back because the wrong size was ordered.
LUXO does not provide free returns for change-of-mind purchases.
We recommend using a tracked delivery service and keeping proof of postage until your return has been processed.
If LUXO has sent an incorrect item, supplied the wrong size or delivered a faulty product, we will cover reasonable return postage costs in accordance with your statutory rights.
Return Conditions
To qualify for an exchange or store credit under our 14-day policy, items must be:
● Unworn, unwashed and unused, apart from trying them on.
● Free from stains, damage, odours and alterations.
● Returned with original tags and accessories.
● Returned in their original packaging wherever possible.
Footwear should only be tried on indoors. Please return shoes with their original shoebox, placed inside protective outer packaging.
Items that do not meet these conditions may be refused for an exchange or store credit.
Incorrect, Damaged or Faulty Items
If you’ve received an incorrect item, the wrong size or an item that is faulty or damaged, please contact us via WhatsApp.
WhatsApp: +44 7446 463681
Provide your order number and details of the issue. Photographs are helpful where available.
