Returns and Exchanges
At Luxe-layers.com we strive to make the returns procedure as smooth and convenient as possible in order to ensure a fast and uncomplicated returns experience. Please follow the appropriate instructions below and do not hesitate to contact our customer services team, should you need help with your return and refund/exchange process.
RETURNS
- Please request an RAN number (return authorisation number) from our customer services team via email within 10 days of your item's delivery.
- We will arrange the collection with our couriers on your behalf. Please indicate the day between Monday and Friday that you would like your return to be collected, the items to be returned/exchanged, the collection address and contact number. We will email you a pre-paid label for printing.
- Before our courier collects your return, please ensure that you fill in the returns form, stating your RAN number and reason for the return (we love to know how our products are performing!!). Place the item/s in the packaging provided and stick the pre-paid label on the outside of the package.
- Please note that for non-European returns, the returns form, original invoices and airway bill must be placed in the plastic pouch provided and it is essential that the parcel returned to us is clearly marked as a RETURN, as this enables us to recover the duties and taxes we paid to your local customs office on your behalf. Should your returns not be correctly marked as such, you will be held solely responsible for these costs.
- Luxe-layers.com will email you as soon as your return has been received and processed. We are based in the UK, so please allow up to 10 working days for goods returned from non-European countries to reach us.
REFUNDS
Once your order has been returned to our warehouse and quality checked, the card originally used for payment will be refunded within 3 working days. The original shipping charges are non- refundable. Please also take note that for orders sent to destinations outside of the EU where deliveries have been refused by the customer or the customer was not available to receive the delivery, luxe-layers.com will not be able to refund customs duties and sales taxes.EXCHANGES
Unfortunately we are unable to offer an exchange service. For exchanges you will need to place a new order for the size/item required, if available, and return the unsuitable item for a refund/credit note. These are dealt with by our customer services as two separate transactions.FAULTY / INCORRECT ITEMS
All our products are thoroughly quality checked in our warehouse before shipment . Should something skip our eye and you receive a faulty or incorrect item, please contact our customer services team to notify them immediately, via our contact page. If your order is returned to us damaged and you haven’t notified us beforehand, we will be unable to offer a refund.