Returns Policy

We hope you are delighted with your purchase; however we will accept returns within 14 days of the receipt of your order, should you wish for an exchange or refund.

Please ensure the item(s) are in their original condition and packaging, with all tags attached. Ensure that briefs are tried on over your own lingerie or clothes – we will not accept returns on lingerie that has been damaged or worn. We cannot accept returns on opened packs of hosiery.

Returns must be logged via our return portal by clicking the link – 

Please note:

• All returns must be registered within 14 days of receiving your order
• All return items must be pre-registered for return via our returns portal
• Please return your parcel as soon as you receive your return paperwork
• Please include the return paperwork provided in your return to help us process your return
• Returns from multiple orders cannot be combined
• Any returns received in unsaleable condition will not be refunded and returned to the customer at the rate of our standard shipping charge
• Any unauthorised order returned to the warehouse will be returned to the customer at the rate of our standard shipping charge
• If you have received a damaged, faulty or incorrect item please contact our Client Experience team before returnin

Refunds:
Refunds are processed within 14 working days of receipt your returned order to allow for inspection  and payment onto the original method of payment (credit card, gift voucher or Paypal account). We cannot facilitate with refunds to a third party. You will receive an email once your order has been refunded.

Refunds of split and part-paid orders are processed to your original payment methods in the sequence that the original order payment was made. If your order is part-paid with a gift card or voucher, this balance will be refunded before any cash refund as this payment was taken first.

Exchanges:
We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 14 days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website.

Non-returnable:
Please be advised that, unless faulty, we cannot accept returns for worn underwear and hosiery due to hygiene reasons.

In the event that you need to return an item from this range please contact our Client Experience Team.

Gift vouchers:
Please note that gift vouchers are not cash refundable. Items purchased via gift voucher can be size exchanged, or you can be re-credited with the value.

How to return your order

1. Log your return on our Returns Portal

2. You will eceive an email with details of where to send your item

3. Send your item to the address provided 

4. Once your order has been received, we will inspect the items.

5. If your return is accepted, we will email you confirming that your return has been accepted

6. If you have requested a refund, your money will be refunded onto your original payment method. If you have requested an exchange, the item will be sent to you. 

Please note that you are responsible for the cost of the postage to return your item. 

We cannot accept any responsibility for returns lost in the post.  Luxe Fantasies are not responsible for your return until it is confirmed as delivered at our warehouse via a tracked and signed for service. 

Please ensure that you send your item via tracked delivery or using an appropriate method to ensure that we receive your item. 

UK Returns
If you’re in the United Kingdom, create your return please log on to our  Returns Portal and follow the steps provided. You will need your Order Number/ID stated on your order confirmation and the email address used to place the order.

International Returns
To create your return please go on to our  Returns Portal and follow the steps. You will need your Order Number/ID stated on your order confirmation and the email address used to place the order:

Return transit times vary from country to country so you will receive a unique return label and will be fully updated on the progress of your return.

Please include the return paperwork as well as any received with your order, so that we can process your return as quickly as possible.

To avoid delays at customs please refer to the guidance of your chosen carrier when creating paperwork for the shipment of your purchase return.

Luxe Fantasies is not liable to pay duty or tax incurred due to incorrectly filled paperwork and your return may be rejected by customs and returned to you.

Faulty Returns
If you have received a faulty item in your order we apologise for any inconvenience caused. Please contact our client experience team who will be happy to assist you with the return of your order.

Get in touch via email at customercare@luxefantasies.com