Exchange & Refund
Exchange
If your ordered item doesn't fit, feel free to exchange it for a different size. Keep in mind that you'll be responsible for covering the delivery charges in this situation.
Likewise, if you're not fond of a particular piece of jewelry, you can exchange it for something else.
Pre-order items
Because pre-order items are individually crafted for you, we are unable to facilitate exchanges for these unique products.
Refund
We accept returns within 14 days, starting from the day your order was delivered.
Returned items must comply with our returns policy:
- Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included;
- Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you;
- Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it;
- Made-to-order items cannot be returned as they have been created to your specification, unless the item arrives damaged or faulty when delivered to you.
Please be careful when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
To create a better shopping experience for our customers, we offer a flexible returns policy. We monitor the number of returns and reserve the right to close your LUX-A-PORTER account or restrict future orders if your return behaviour is in breach of our Returns Policy.
Read our Terms of service here
Cancelling an order under the Consumer Contracts Regulation
Depending on where you live, you can also choose to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) 2013 Regulations (CCRs). If you would like to cancel your order, you must notify us of your wish to cancel within 14 days from the date your order arrived using one of the methods set out below. Once you notify us, you will be responsible for the cost and arrangement of returning the items.
For more information on cancelling an order under the Consumer Contracts Regulation (CCRs), view our Terms & Conditions
To cancel a contract, you must inform us, preferably by email support@luxaporter.com, giving us your name, address and order reference.
Refunds
Once your return has been received, it can take up to 6 calendar days to process. When your return is accepted, your refund will be processed to the original payment method, minus the delivery costs and 6% of the cost to cover the payment system expenses. Refunds can take up to 14 days to show in your account, depending on your payment provider.
Faulty items
If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our global Customer Service team as soon as possible
We'll arrange a return and process a full refund for the faulty item.
Pre-order items
Because pre-order items are custom-crafted for you, we regret to inform you that we cannot accept returns unless the items arrive damaged or faulty upon delivery.