Return Policy

REFUND POLICY

We handle returns on a case-by-case basis with the goal of making our customers happy. We stand behind our goods and services and want our customers to be satisfied with them. We will always do our best to take care of our customers. We ask that our customers treat us fairly as well. We have long believed that when we treat our customers fairly, they in turn are fair with us. Our philosophy is to deal with returns fairly and reasonably. We will do our best to take care of you, but from time to time we may not be able to accommodate a return.

Please inspect your order upon reception and contact us immediately if the item is defective, incorrect, damaged or if you believe that you are missing an item. Please email us at support@luxxcurl.com, within 2 business days of delivery. Depending on the circumstances, we may be able to extend this timeframe up to 5 business days*. Inquiries received outside of this timeframe will not qualify for return. All returned items must be unused, unworn and in their original condition with original tags and original unopened packaging.

*Only received damaged or goods distinctly different from the description can be fully refunded back to the original payment method (If we are unable to provide a replacement of the same and correct item, you can opt to choose either a store credit or a refund to your original form of payment).

When contacting us, please include:

• The original order number & your current shipping address
• A short description of the damage
• Photograph(s) of the defective or damaged item(s)

Attention: Please do not send your return without contacting our customer service first. The address that you see on your received item, might not be the correct return address. If you send goods without notice of our customer service team, such goods are not accepted.

Please note that the below reasons are NOT considered faulty:

• Slight colour variation from product photos, slight design variation from product photos (e.g., print / lace patterns/arrangements, size variation of within +/- 2cm)
• Minor imperfections (e.g., loose threads, crease marks, etc.)
• Self – inflicted damage to the product while trying on the item.
• Customer’s subjective opinions on product quality and preference.

*Only received damaged or goods distinctly different from the description can be fully refunded back to the original payment method (If we are unable to provide a replacement of the same and correct item, you can opt to choose either a store credit or a refund to your original form of payment).

Returns are processed within 5-10 business days after your item(s) are received at our return centre. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item because unfortunately what postal service does is outside of our control.

CUSTOMER RETURN EXPENSES

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. Also, Luxx Curl reserves the right to apply a restocking fee up to 25% of the item’s original purchase price when deemed necessary. Luxx Curl does not provide pre-paid return labels; you will be responsible for covering the shipping costs to a return.

EXCHANGES

At this time, we do not offer exchanges. If you would like to exchange a product, please return it using our returns process and then place a new order.

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. Only regular priced items may be refunded. Sale items or gift cards cannot be refunded.

Return drop-offs are not accepted at the address specified on a parcel, or corporate office. Luxx Curl return address: please email us at support@luxxcurl.com to receive the closest Return location.

The return processing timeframe does not include the time needed for your return package to deliver to our facility. Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in- transit. Without proof of receipt and delivery, Luxx Curl will unfortunately not be able to issue a refund for your returns.

Once your return is fully processed, we will issue you a refund either as store credit to your Luxx Curl store account or to your original form of payment. Store credit never expires and is redeemable right away! A full refund will be granted if a package does not arrive within 45 days from the time of shipping.

ORDER CANCELATION

You have 2 hours to cancel an order after an order is placed. We will not be able to cancel orders after that 2-hour deadline. Refunds are issued to the original form of payment used on an order if/when an order is cancelled within 2 hours of placing an order.

Late or missing refunds

Please allow 7-14 business days for the refund to post to your account after your return is processed by our return centre. If your refund has not posted to your account after 14 business days, please contact us at support@luxxcurl.com.