Please inform us about your intention to return your purchase within 14 days of receipt of your order.

Please do so by sending an email to hello@luxtralondon.com with the subject line: "RETURN OF ORDER" and we will be in touch advising you of the next steps.

We would appreciate your reason for returning the order as it helps us to improve our products and service.

Kindly note that returns are to be shipped on the customer’s own expense and that customised items are non-refundable. All sales of these products are final.

To be eligible for a return, your item must be unused and in the same condition that you received it, with all tags still attached. All returns should be sent back to us with the dust bag and in their original packaging & carton.

Please ensure when returning the parcel that the LUXTRA gift box is properly protected with the brown box provided.

Returns that are damaged may not be accepted and may be sent back to the customer.

We strongly advise that purchases are returned via a tracked and signed service. The risk and cost of the returns remain with our customers.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable) such as:

     - Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
     - Any item that is returned more than 30 days after delivery.

REFUNDS - 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.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.

DELAYED REFUNDS - If you haven’t received a refund, first check your bank account. Please 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 hello@luxtralondon.com.

GIFTS - If the item was marked as a gift when purchased and was delivered directly to you, please contact hello@luxtralondon.com.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will issue a refund to the gift giver who will be notified of the return.

We are happy to offer an exchange on your order. Please send an email to hello@luxtralondon.com stating the item for which you would like to exchange your purchase.

GIFTS - If the item was marked as a gift when purchased and was delivered directly to you, please contact hello@luxtralondon.com.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will issue a refund to the gift giver who will be notified of the return.

To ensure that you can enjoy your bag and accessories for as long as possible, we offer free repairs on all LUXTRA products with a warranty of 2 years after purchase.

To do so, we are proud to partner with The Seam: a collective of Makers that does wonders and help us with accessory repairs.

The Seam is on a mission to make fashion fit for the future and we are thrilled to be part of their adventure.

HOW DOES IT WORK?

All of our products come with a 2-year international warranty. If your item is older than this, we can help you contact The Seam and repair your product at your own expense. Please get in touch and we'll do our best to help, we want to see our pieces in use for as long as possible.

 

Drop us an email at hello@luxtralondon.com with the subject line: "Warranty" plus your order number, and we will be in touch advising you of the next steps.