Refund policy

 

RETURN POLICY

ALL CUSTOMERS MUST EMAIL US IN ORDER TO START THE RETURN PROCESS.
Please contact our customer experience team at hello@luxmii.com to start your return.


Full-Priced Items & Welcome Code Orders

Eligibility: New, unworn, unaltered, unwashed merchandise in original condition with all tags attached.

Time Frame: Return within 30 days of receiving the order.

Options:

  1. Store Credit Voucher at 120% Value: Enjoy a free prepaid return with a 120% lifetime voucher.

  2. Full Refund: Utilise our subsidised returns label valued at $50USD, which will be deducted from your return. Alternatively, use your own carrier of choice.

  3. Exchange for a Different Size or Item: Utilise a subsidised returns label

  4. Custom Made-to-Order: We’ll treat this as an exchange, providing a subsidised label. Our team will tailor your order to your measurements and preferences, ensuring perfection.

  5. 10% Alteration Subsidy + $20 Gift Voucher: Keep the item and enjoy a 10% discount for local alterations plus a $20 gift voucher as a token of our appreciation.


Sale or Promotional Items (Including Discount Codes)

Eligibility: Items purchased at a reduced price or use of discount codes (excluding the 20% sign up welcome code).

Options:

  1. Lifetime Digital Store Credit Voucher: Utilise a subsidised returns label

  2. Exchange for a Different Size or Item: Utilise a subsidised returns label

  3. Custom Made-to-Order: We’ll treat this as an exchange, providing a subsidised label. Our team will tailor your order to your measurements and preferences, ensuring perfection.

  4. 10% Alteration Subsidy + $20 Gift Voucher: Keep the item and enjoy a 10% discount for local alterations plus a $20 gift voucher as a token of our appreciation.

Final Sale Items: 

Eligibility: Items marked Final Sale.

Return Policy: Final Sale items cannot be returned or exchanged.


Customised Orders:

Eligibility: Items modified by our atelier, including but not limited to hemline adjustments, bust, waist, or hips size adjustments.

Return Policy: These items are final sale and cannot be returned.


Other Important Information:

Store Credit Vouchers/Gift Cards: Cannot be returned or exchanged for cash. Returns made with a store credit voucher or gift card will receive a new gift card.

Returning Unwanted Size: If you bought the same item in two different sizes at a discount, you may return one for a full refund. If returning both, one will remain as a digital store credit.

Faulty Items: Items deemed faulty will be replaced, refunded, or issued a store credit valued at 120%. Contact us immediately if you receive a faulty item.

Afterpay/Sezzle/Klarna Purchases: Refunds on orders paid via these payment apps are not supported. Returns will be processed as a lifetime digital store credit.

Returns Received in Unsellable Condition: Items must be in original condition with all tags attached and no signs of wear, makeup stains, or deodorant marks. Unsellable items will receive a digital credit note minus a $50 cleaning fee. Visible wear or alterations will result in a rejected return.

Return Shipping: Customers cover return shipping costs or may use a subsidised return label if eligible. We recommend purchasing tracking as we are not responsible for lost parcels. Returns must be sent to our global warehouse in Portugal.

Custom Charges: Customers are responsible for any reverse duties, taxes, or improperly declared returns.


For any questions or further assistance, please contact our customer service team at hello@luxmii.com