RETURNS DUE TO RECEIVING THE WRONG ITEMS/ MISSING ITEMS

Please contact us with your proof of purchase and a short description of what you received / what you should have received.

Please make sure you do this ASAP (within 7 days of receiving your order). One of our friendly staff will get you sorted.

Luxah will pay for any associated shipping costs.

If you are claiming missing items and stock levels show no discrepancy, we will have to check our security cameras in our packing zone. Please be aware that this can take up to 2 business days.

 

RETURNS FOR FAULTY OR DAMAGED GOODS

Luxah will gladly refund, provide store credit or exchange (if stock is available) for any faulty merchandise or merchandise damaged in transit. 

Please provide us with photographic evidence of the fault/damage, along with your order number as soon as possible.

If it is necessary to return the merchandise, we will reimburse you for any shipping costs. Please keep your receipt!

Any refunds will be credited against the original payment method. Please allow 1-7 business days for the credit to appear on your statement.

 

RETURNS DUE TO CHANGE OF MIND

All purchases are final and cannot be modified after purchase.

Change of mind returns can be exchanged for a store credit (minus shipping fees) within 14 days of receiving your order. Any return shipping fees will be the responsibility of the person making the return.

Returned goods must be in their original condition, packaging and unused.

We cannot accept change of mind returns for sale items, earrings, skincare, pens, planners, edible treats, and pet products.

If your return is approved, your store credit will be sent to your email as soon as the returned goods have been received by Luxah.

RETURNS FROM GIFT RECIPIENTS

We offer a returns policy for gift recipients who receive an item from Luxah that isn’t to your liking.

To initiate a return under our ‘change of mind’ conditions, please provide either your original order number (found on the shipping label) or the full name of the person who gifted you the item within 14 days of receiving the gift(s).

Once verified and the return(s) has been received by us, we will issue you a store credit according to our change of mind policy.

Rest assured, we will handle the return discreetly without contacting the gift giver. It will remain strictly between us!

 

CONTACT INFO

For all inquiries regarding returns/exchanges/refunds please email us: [email protected].

We are open Mon- Fri 9am-5pm ACST (Adelaide time) and aim to respond within 24hours.

Luxah is committed to providing you with the best customer experience EVER! no joke, this is super important to us. So, please reach out to us if you are not 100% happy.