Return & Exchange Policy

LUXE LANE — RETURNS & EXCHANGES POLICY

At Luxe Lane, we are committed to delivering a luxury experience at every step — from design to delivery. If something isn’t quite right, we offer a flexible return and exchange policy designed to ensure your satisfaction, while upholding our commitment to garment quality and responsible shopping.

RETURNS

We accept returns on all eligible items within 14 days of the date you receive your order. To be eligible, items must meet the following criteria:

  • Unworn and unwashed

  • In original condition with all tags, ribbons, and hygiene seals intact

  • Returned within 14 days of receipt

Please note:

  • Return shipping costs are the responsibility of the customer

  • Any item returned without tags, worn, damaged, or outside the return window will not be accepted

  • Returns must be sent using a tracked and signed-for service to ensure safe delivery

  • Items purchased from the Sale Collection are non-returnable and non-exchangeable

  • Handmade garments are final sale and cannot be returned or exchanged (Handmade garments — individually crafted designs with detailed hand-beading, stonework, or embellishment, celebrating artisanal craftsmanship.)

All return instructions are enclosed with your order. If you’ve misplaced your return sheet, email us at luxelane.help.uk@gmail.com and we’ll gladly assist you.

Once your return is received and approved, your refund will be processed within 2–3 business days to the original payment method. Please allow up to 10 working days for your bank or card provider to reflect the transaction, depending on their internal processing times.

Important: We do not take responsibility for any parcels lost in transit.

EXCHANGES

If you need a different size or wish to exchange your item, we offer free exchanges on full-priced items. To qualify:

  • The original item must meet our return conditions (unworn, tagged, within 14 days)

  • Exchanges must be requested via your return sheet or by contacting us at luxelane.help.uk@gmail.com

  • You may exchange your item up to two times, subject to stock availability

Exchanges are typically processed within 2–3 working days after your return is received. If the replacement item is more expensive, you may be asked to pay the difference via gift card or invoice. If it is less expensive, the difference will be refunded to your original payment method or credited as store credit — whichever you prefer.

LATE RETURNS

We are unable to accept returns or exchanges beyond 14 days from the date of delivery. Items returned outside this window may be returned to sender at your expense.

HOW TO RETURN

We strongly recommend using your local post office with a tracked, signed-for delivery service. You may return your order using any trusted courier, including DHL or TNT. Please ensure the service provides tracking and proof of delivery.

All approved returns must be shipped to our official return facility located in London, United Kingdom.
Please do not return items to the address printed on your parcel label unless explicitly instructed by our team. Returns sent to an unauthorized address may be refused or returned to sender at the customer’s expense.

Keep your tracking number and receipt until your return is confirmed.

FRAUD, CANCELLATIONS & RETURN REQUESTS

Order Cancellations

  • Customers may cancel an order within 12 hours of placing it by contacting our customer care team at luxelane.help.uk@gmail.com.

  • After 12 hours, orders may enter processing or dispatch and can no longer be modified or cancelled.

  • Approved cancellations will be refunded to the original payment method within the standard refund timeframe.

Single Return Request Policy

  • To maintain efficiency, only one return request is accepted per order. Please include all items you wish to return in that single request.

  • Multiple return submissions for the same order will not be processed.

Fraudulent Orders & Security Policy

  • Luxe Lane enforces a zero-tolerance policy against fraudulent or suspicious orders.

  • All transactions are subject to security verification to ensure authenticity and protect our customers.

  • If fraudulent activity is suspected (including chargeback abuse, use of false identities, or intentionally misleading claims), Luxe Lane reserves the right to:

    • place a temporary hold or cancel the order,

    • deny any future returns or refunds, and

    • report the incident to law enforcement authorities in your own country.

We value integrity, transparency, and fairness — these standards help us maintain the trust and safety of our Luxe Lane community.

NEED HELP?

Our customer care team is here to help.
📧 Email: luxelane.help.uk@gmail.com
We typically respond within 24 hours.