Exchanges and Returns
Returns & Exchanges – LuxxLady
At LuxxLady, we are committed to providing high-quality jewelry and an exceptional shopping experience. Your satisfaction is our priority — which is why we offer a 15-day return guarantee.
If you are not completely satisfied with your purchase, please reach out via our Contact Page or email contact@luxxlady.com, and our team will be happy to assist you.
Cancellation Policy
- Order modifications or cancellations must be requested within 24 hours of purchase.
- After this period, orders may already be in processing, and changes or cancellations may no longer be possible.
- Approved cancellations requested within 24 hours will be eligible for a refund. Please note that a €10 processing and transaction fee will be deducted from the refunded amount to cover payment processing and operational costs.
Returns and Refunds
- We offer a 15-day return window starting from the delivery date.
- All items must be returned for inspection in order to be considered eligible for a refund. Refunds are not issued without the physical return and verification of the item(s).
- Items must be unused, undamaged, and in their original packaging.
- Items showing signs of wear, misuse, alteration, or damage caused after delivery are not eligible for a refund.
- All returns are subject to inspection and verification upon receipt. A full refund will only be approved if the returned item(s) meet our return eligibility criteria after inspection.
- Returns shipped without prior approval, without a valid return authorization, or outside the 15-day return window may be refused or subject to a restocking fee of up to 25%.
How to Start a Return
Please contact us through the Contact Page or by emailing contact@luxxlady.com within 15 days of delivery, including:
- Your order number
- Your full name
- The reason for return
All returns must be approved by our team before shipping.
Please ensure your order number and full name are included inside the package to ensure fast processing.
Return Shipping
- Return shipping costs are the sole responsibility of the customer, including all shipping, handling, customs, and transportation fees.
- LuxxLady operates with multiple logistics and fulfillment centers worldwide. As a result, approved returns may be required to be shipped to one of our designated logistics or manufacturing facilities, depending on the product and inspection requirements.
This may include international return destinations, including China.
- Due to international return routing, return shipping costs may be significantly higher than standard domestic rates. LuxxLady is not responsible for these costs.
- LuxxLady does not provide prepaid return labels and does not reimburse return shipping fees under any circumstances.
- Original shipping fees paid at checkout are non-refundable.
Refund Processing
- Once your return is received, please allow up to 10 business days for inspection.
- After approval, refunds may take up to 40 business days to be fully processed by banks or payment providers.
- If you do not see your refund after confirmation, please contact your financial institution directly.
- All refunds are issued in euros (€) in accordance with the original purchase currency.
- Customers are responsible for any exchange rate differences or bank fees.
Promotional & Discounted Items
Items purchased during promotions, seasonal sales, clearance events, or using discount codes or coupons are not eligible for returns, exchanges, or refunds unless the item arrives damaged or defective.
All promotional, discounted, or coupon-applied purchases are considered final sale.
Product Concerns
We take product quality and safety very seriously and encourage customers to follow all care instructions.
Damage or discomfort caused by misuse, lack of care, or improper handling is not eligible for refund or replacement.
Decisions in such cases will be made at the sole discretion of LuxxLady.
If you experience any discomfort or product issue, discontinue use immediately and contact us at contact@luxxlady.com.
Damaged Items
All orders are carefully packaged to minimize the risk of damage during shipping.
An item is considered “damaged” only if it meets one of the following conditions upon delivery:
-The item arrives with a manufacturing defect, or
-The item arrives physically broken or structurally damaged
Please note:
Damage to external packaging alone does not qualify as product damage if the item itself remains intact and functional.
Inspection & Verification Process
To allow proper verification, all claims related to damaged or defective items must follow the inspection process below:
-The customer must notify us within 48 hours of delivery
-The customer must email contact@luxxlady.com with clear photos and/or videos showing the reported issue
-If the claim requires further verification, the item must be returned to one of our designated manufacturing or inspection facilities
-Only after the item is received and inspected will we determine eligibility for a resolution
Resolution
-If the item is confirmed to be defective or damaged due to manufacturing issues, a full refund or replacement will be issued, at no additional cost to the customer
-If the item does not meet the criteria after inspection, the claim may be declined, and the item will be returned to the customer
We do not offer refunds or replacements for:
-Damage caused by normal wear and tear
Improper use or misuse
-Accidental damage after delivery
-Issues reported outside the 48-hour notification window
Shipping & Delivery
We work with trusted carriers to deliver your order safely and efficiently. However, external factors may affect delivery.
LuxxLady is not responsible for:
- Carrier delays
- Customs processing
- External factors beyond our control
Once the order has been handed over to the carrier, responsibility transfers to them. LuxxLady cannot be held liable for packages that become lost, stolen, or delayed.
However, We Are Always Here to Help
Even though we are not directly responsible for transport issues, we will always support you by:
- Contacting the carrier
- Helping open an investigation
- Monitoring the case closely
- Providing support until full resolution
Customer Responsibility During Delivery
To ensure successful delivery, customers are solely responsible for providing a complete, accurate, and deliverable shipping address at checkout.
Please note:
- LuxxLady is not responsible for delivery failures caused by incorrect, incomplete, or outdated address information provided by the customer.
- If a package is returned to the carrier or logistics facility due to address issues, recipient absence, refusal, or failure to collect from a local pickup point, the order will not be eligible for a full refund.
- In such cases, customers may request reshipment of the order. A reshipping fee may apply to cover logistics and handling costs.
- If the customer prefers a refund instead of reshipment, any approved refund will exclude:
- Original shipping costs
- Handling and processing fees
- Any additional fees incurred due to the return
- Before reshipping, customers must confirm the corrected delivery address in writing via email to contact@luxxlady.com.
LuxxLady is not liable for delays, losses, or failed deliveries resulting from address errors or customer unavailability. However, our team will always assist by coordinating with the carrier and guiding you through the available options.
By placing an order on LuxxLady, the customer agrees to all terms, conditions, and policies stated above.
Last updated: August 2025
