Refund policy
We choose our pieces to be worn on repeat, but fit is personal. If something is not quite right for your rotation, we are here to make the return simple.
The 30 day standard
You have 30 days from the date your order is delivered to request a return and receive a refund.
Return eligibility and condition
To keep our quality standards, returned pieces must be in the exact condition you received them: unworn, unwashed, unaltered, with all original tags attached and in the original packaging. Garments returned with makeup, deodorant marks, pet hair, or perfume cannot be accepted. Please have your order confirmation or proof of purchase ready.
Return shipping and logistics
Because orders travel to you directly from our fulfillment facilities, returns must go only to the authorized return address our support team provides. Parcels marked Return to Sender, or sent back to the original dispatch address, cannot be tracked and will not qualify for a refund.
On change of mind returns, customers are responsible for return shipping costs. If a piece arrives defective, damaged, or is not what you ordered, we cover return shipping in full and send you a prepaid label at no charge, provided you contact us within 7 days of delivery as set out under Damages and order issues below. For change of mind returns you have two options:
- Prepaid label: for a change of mind return we can send you a return shipping label, and its cost is deducted from your final refund.
- Self postage: you are welcome to ship the return with a carrier of your choice. We strongly recommend a trackable service, since we cannot guarantee receipt of parcels sent independently.
Please note: Luxedemer reserves the right to decline returns that do not meet our condition standards. Declined items can be shipped back to you at your expense.
Exceptions and final sale
We cannot accept returns on the following:
- Pieces bought during clearance or final sale events.
- Custom or personalized items.
- Gift cards.
- Intimates and swimwear: for hygiene reasons these can only come back if the original hygiene liner is intact and untouched. Please try them on over your own undergarments.
How to start a return
Email us at support@luxedemer.com. We will review your request and send a return authorization with clear instructions on where to send your parcel. Pieces sent back without an authorized return first will not be accepted.
Damages and order issues
Please look over your pieces as soon as they arrive. If something is defective, damaged, or not what you ordered, contact support@luxedemer.com within 7 days of delivery, with your order number and photographs of the item where you can, and we will arrange a replacement or a refund once we have reviewed them. Claims outside this 7 day window cannot be accepted. You will never pay return shipping in these cases: we send you a prepaid return label at no cost, and nothing is deducted from your refund.
Exchanges
We offer direct exchanges so your next piece fits perfectly. If you need a different size or colour, email support@luxedemer.com within 30 days of delivery and our team will walk you through it. A shipping fee may apply depending on the exchange.
Refund processing
Once your return arrives and is inspected at our facility, we will let you know its approval status.
- Timeline: approved returns are refunded automatically to your original payment method within 10 business days of inspection.
- Your bank or card company may need extra time to post the refund to your account.
If more than 15 business days have passed since your return was approved, contact us at support@luxedemer.com.
Need help?
Email support@luxedemer.com or call +1 832 416 8766, Monday to Friday, 9:00 AM to 5:00 PM CST. We are always glad to help.
