Refund policy

1. Our commitment

At LUXYWEARS, customer satisfaction is a priority. Every garment is checked before shipment so that it meets our standards of design, quality and presentation. Our customer support is coordinated centrally, and returns are processed through our authorized logistics center, which specializes in returns and exchanges.

2. Exchanges and returns

2.1. Damaged, defective or incorrect products

If you receive a damaged, defective or incorrect product, our team will review your case as a priority. Please contact us as soon as possible after delivery, ideally within 48 hours, so we can assess the issue and help you quickly.

Depending on the circumstances, we will offer:

  • A replacement at no additional cost
  • An alternative solution agreed with you
  • A full refund, including the original shipping cost

Minor variations in color, texture or appearance caused by lighting, screen settings or the natural characteristics of fabrics are not considered defects. The same applies to small loose threads, wrinkles caused by packaging and other minor marks from transport that can be corrected easily without affecting the use, durability or appearance of the garment.

Whether an issue is a manufacturing defect is assessed by our quality control team from the information and photographs you send. This does not affect your statutory rights as a consumer.

2.2. Size exchanges

If you wish to exchange the size after receiving your product, we offer size exchanges subject to stock availability. Send the product to our authorized returns center following the instructions provided by our team. Once it has been received and inspected, we ship the same item in the requested size at no additional cost.

  • The product must be in its original condition, unworn, with all components and packaging included
  • Exchanges are subject to stock availability

Our customer service team can also offer a faster alternative for getting the new size; ask us when you write. Not sure about your size? Check the size guide before you order.

2.3. Returns and right of withdrawal

If a product does not meet your expectations, you may return it within 14 days of receiving your order. If you live in the European Union you have a legal right to withdraw from your purchase within 14 days without giving a reason.

Return shipping costs are the responsibility of the customer, unless the item arrived faulty or incorrect.

Conditions for accepting a return:

  • The product must be in its original condition, unworn and unwashed, with all tags, components and original packaging
  • The product must not show signs of use, wear or damage, including make-up, perfume or deodorant marks
  • The return must be sent within 14 days of telling us that you wish to return the product

We may refuse returns that do not meet these conditions.

3. How to request a return

  1. Email us at info@luxywears.com or use our contact page.
  2. Include your order number, your full name and address, the reason for the return or exchange and, if applicable, a photograph of the product.
  3. Our team sends you the authorized return address and instructions.

Important: do not send products to the sender address shown on the parcel. Returns can only be processed if they are sent to the authorized address provided by our team. Returns sent without prior authorization or to another address will not be accepted.

You may choose the courier you prefer. We recommend a tracked service, keeping the tracking number until the process is completed, and including a copy of your order confirmation in the parcel.

4. Cancellations

You may ask us to cancel an order by email. Orders are prepared quickly, so once an order has been shipped it can no longer be cancelled directly; in that case you can exercise your right of withdrawal by following the return procedure after receiving the product.

5. Refunds

Once the returned product has been received and inspected, the refund is made within a maximum of 14 days to the same payment method used for the purchase.

6. Refunds in exceptional cases

  • Incorrect address or phone number: if an order cannot be delivered because of incorrect information provided by the customer, a partial refund may be issued because of the logistics costs already incurred.
  • Refused or undeliverable shipments: if the recipient refuses delivery or the shipment cannot be completed because of repeated absence, a partial refund may be issued because of the logistics costs generated.
  • Carrier incidents: if a problem is caused by the carrier, our team will coordinate a solution to make sure your order is delivered.

7. Misuse

LUXYWEARS reserves the right to refuse returns, exchanges or refunds in cases of fraud or abuse of this policy.

8. In short

  • Returns are accepted within 14 days of delivery
  • Returns are processed through our authorized logistics center; our team gives you the address
  • Return shipping is paid by the customer, unless the item is faulty or incorrect
  • Refunds are made to the original payment method within 14 days of receiving the return