Shipping and collections
We endeavour to dispatch all products ordered within 24 hours after the order has been placed and accepted by us. You will be given an indication of the expected delivery time when you place your order online. Luxley’s teams will try their best to meet these estimates but cannot guarantee that such estimates must be met.
Luxley insures each order through transit up until it is delivered to you or is collected. You may need to sign a confirmation of receipt of the products when the products are collected and by doing so, you accept the responsibility for the products ordered from that moment onwards. If the recipient or collector is not the original purchaser, or in case of delivery of a gift, then you accept this signature as an evidence of delivery and fulfilment of your order by Luxley. You also accept the associated transfer of responsibility in the same way.
Compliance with Luxley’s operations policies
Any customer who violates Luxley’s Operations Policies, abuses Luxley Returns Policy (including without limitation demonstrating a high incidence of returns of Merchandise after purchase), or engages in inappropriate behaviour (including without limitation abuse of Luxley staff), or illegal activities (including parallel importing or passing off of Merchandise purchased at Luxley) may suffer the following consequences:
• Customer may be black listed by Luxley and future custom refused;
• Return or exchange of Merchandise may be declined;
The decision as to whether a customer has violated Luxley’s Operations Policies or abused Luxley Returns Policy or engaged in inappropriate behaviour remains within Luxley’s sole discretion and its decision shall be final. Suspected illegal activities will be referred to Luxley’s legal department for further investigation and action.
Returns or exchanges
Unless otherwise stated, this Returns Policy applies to online purchases.
Merchandise may be exchanged (subject to stock availability) or returned within 30 days of receipt (in the case of online purchases) of Merchandise provided that:
(1) all tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;
(2) the Merchandise does not fall within the category of “Excluded Items” as defined below;
(3) the Merchandise is in Sellable Condition as defined below; and
(4) a completed Return Form is presented
Returns or exchanges outside 30 days of receipt of Merchandise (as the case may be) may be accepted at the sole discretion of Luxley.
“Sellable Condition” means that the Merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the Merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold; and that the Merchandise is not damaged in any way.
The decision as to whether the Merchandise is in Sellable Condition remains within Luxley’s sole discretion and its decision shall be final.
For returns of online purchases, if Luxley receives a return that cannot be accepted, the customer can have the Merchandise re-shipped to the customer at his/her sole cost.
No return or exchange will be accepted for products marked as including exotic leathers unique or fragile Merchandise invoiced as “no refund” “no return no exchange”, Pre-sale, Sale of Aged Stock Merchandise invoiced as “no return no exchange”, (the “Excluded Items”).
The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items (“Defective Merchandise”). In this case the Merchandise will be returned to the Supplier or for independent assessment by a third party to determine whether the Merchandise is defective. Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the Merchandise is determined to be Defective Merchandise, the customer will be entitled to repair or full refund as appropriate within the circumstances at the sole expense of the Supplier. Luxley will use its best efforts to secure such repairs or refund on behalf of the customer but accepts no liability whatsoever howsoever arising for the defective items supplied by the Supplier.
Refunds will be made for the original purchase amount back to the same payment method, on presentation by the customer, within 30 days of receipt of the Merchandise subject to inspection and compliance with the policy under “Return of Defective Merchandise” below. No credit may be issued i.e. Merchandise purchased will not be refunded or exchanged. If the original purchase involved any taxes and duties, it will be the customer’s responsibility to make a claim to the relevant customs department of the destination country to request a refund for the total amount of taxes and duties paid.
Any free promotional gift issued with the returned Merchandise must also be returned.
Return of defective merchandise
For online purchases, customers should contact Luxley in respect of any Defective Merchandise immediately by emailing the Customer Support Team at firstname.lastname@example.org. Luxley reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the Customer shall sign a waiver to indicate their acceptance that Luxley assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment.
Refunds for the original purchase amount of the Defective Merchandise will be paid by Luxley on behalf of the Supplier of the Defective Merchandise directly to the customer, the original purchase amount will be credited back to the credit card used by the customer to purchase the Defective Merchandise (if purchased by credit card). Cash refunds are not available.
Luxley currently does not provide direct item exchanges. As such, customers will need to process a return of the Merchandise and place a new order.
Please contact Customer Support team at email@example.com regarding any questions.