If you've changed your mind don't worry. We've made returning items quick and easy.
Not what you wanted?
Unused items can be returned to us within 14 days of purchase. As long as we receive the returned items unopened and in a re-sellable condition we can offer you a full refund excluding any postage charges and gift wrap services.
All product packaging must not be opened. If the item is damaged when you received it make sure to return the item as you found it. We advise to take a photograph of the damaged item to include with our email correspondence.
In order for us to process your order as quickly as possible please complete the following steps:
1: Request a return:
- Fill out the Returns Form found here.
- Make sure to quote your order number and the full reason for returning your order.
- Email your completed form to the following address:
Once received, we will email you to notify you to proceed in returning the parcel to us.
Please note: Any returns received without following the above procedure will not be accepted.
2: Post the items to us:
- Make sure to include the Delivery Note and Order Receipt inside the parcel.
- If possible, please use the original packaging (unless damaged) to deliver your parcel. Otherwise, ensure you use sufficient and secure packaging to seal the parcel.
- Any free samples and gifts with purchases must also be returned to us.
- Take the parcel to your local Post Office within 7 days of receiving our email to proceed.
Make sure to request proof of postage. Incase there is a problem with your return delivery you will be unable to make a claim if you do not have proof of postage.
Please Note: The Luxury Beauty Company will not be liable for any lost returned parcels.
3: Inspection & process of refund:
Once we have received your returned parcel we will inspect it to make sure it qualifies for a full refund. We will strive to process your refund as quickly as possible and will notify you once we have done so. Your refund will be credited to the original payment card. Please allow up to 7 days for the money to be displayed in your payment account.
The Luxury Beauty Company reserves the right to monitor customer cancellations and returns. We will refuse returns if a customer is found to be repeatedly buying and returning goods. Each return is assessed on an individual basis by taking the customer history into consideration.
Returns - FAQ
- Have you received my returned parcel?
We will notify you by email once we have received your returned parcel. To ensure it is returned safely to us please make sure to seal the parcel appropriately and to obtain proof of postage incase it goes missing.
- How long does it take to receive a refund?
Once we have received and inspected your returned parcel we will strive to process your refund as quickly as possible. It usually takes up to 3 working days for us to process and up to 7 working days for the money to be credited into your payment account.
- Why have I not received a refund?
You may not have received a refund due to the items not being returned in a suitable condition outlined in our Returns Policy, or that the item received by us does not match the information you have stated in the completed Returns Form.
We cannot accept items that have been opened for hygienic reasons. The items must also be in a resalable condition so all product packaging must not be damaged or removed.
Another reason may be due to us not yet receiving your parcel.
If you wish to discuss the reasons for not receiving a refund or to check if we have received your parcel, please go to the Contact Us page and select “Returns” from the drop down list. Enter your message in the box provided and our Customer Service team will get back to you as soon as possible.
Please make sure to quote your order number so we can process your query as quickly as possible.
- Why have you not refunded the delivery charge for my returned item?
Unfortunately, we are not able to refund delivery charges for returned items.
If the reason for the item being returned is our fault then we will issue a full refund including the cost of delivery and any gift wrap services.
- Can I exchange items?
Unfortunately, you will only be entitled to exchange items if the original item ordered is proved to be faulty.
- What address should my returned parcel be sent to?
We will provide you with all postal information regarding the return of your parcel once we have been notified of your intention to return your ordered items.
Please do not attempt to return the items until you have followed the Returns procedure.
- Can I return my goods in person to your warehouse?
Unfortunately, for security reasons we cannot accept unauthorised visitors to our warehouse or headquarters. Please follow the Returns procedure.