Luxe 39 Limited Refund Policy
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The right to cancel and return for a refund does not apply to goods made to a consumers specification. All of our products are custom-made to order to the consumers specification and are therefore non-cancelable and non-refundable. This applies to all orders either placed on the website, by email or over the phone.
We will replace or refund items if they are defective or damaged. In the unlikely event that you have received defective or damaged goods:
Please notify us by email to helen@luxe39.com giving details of the defect or damage and letting us know whether you require a refund or replacement for the item.
Please return defective or damaged items to:
Luxe 39 Ltd, 53 Braxted Park, London, SW16 3AU
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange.
If you are approved and have opted for a replacement then please allow 3 weeks from notification of approval for the delivery of your replacement item.
If you are approved and have opted for a refund then this will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at helen@luxe39.com
Gifts
If the item was purchased with gift cards then you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
Shipping costs
You will be responsible for paying the shipping costs for returning your defective or damaged item. If you are approved, shipping costs will be refunded to you once you provide proof of shipping. We will also refund the original cost charged for shipping the defective item to you.
If you are shipping an item over £50, you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
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