Return and Refund Policy
Return and Refund Policy
We want you to be completely satisfied with your purchase from Luxe Intimates Co. If you're not happy with your order, we're here to assist! Please contact us at help@luxeintimatesco.shop if you need any help.
For more details on our Returns Policy, please read below.
We accept returns from the following countries: The United States
Order Modifications or Cancellations
Once your order is placed, you have 24 hours to contact our customer support team for modifications, address changes, or order cancellations. After 24 hours, your order will have entered the fulfillment process and cannot be modified or canceled.
Damaged or Incorrect Order
We take great care in ensuring that every product is carefully handled and shipped. However, if you receive a damaged or incorrect item, please take a clear photo of the item(s) and email it to us at help@luxeintimatesco.shop within 7 days of receiving the order, along with your order number.
Once we verify the issue, we will send you a replacement immediately. Please note: If more than 30 days have passed since your order was delivered, we are unable to offer a refund or exchange.
For defective or damaged items, there is no return cost to you.
Please note that normal signs of wear, damage resulting from improper use, maintenance, or accidents are not covered by this policy and will not be considered for a refund.
Order Not Received
If your order has not arrived within 30 business days of the order date, please contact us at help@luxeintimatesco.shop for assistance.
Important: We are not responsible for undeliverable packages due to incorrect or incomplete address information. We verify shipping details with every customer in the order confirmation sent immediately after purchase. If there is an issue with delivery, the customer will be responsible for reshipment costs.
We are also not responsible for failed deliveries if the addressee is not home during the delivery window. If tracking shows "Delivered" but you haven't received the package, please reach out to the shipping carrier for assistance.
Returns
Our return policy lasts 30 days from the date your order was delivered. If 30 days have passed since your order was delivered, we are unfortunately unable to offer a refund or exchange.
To be eligible for a return, your item must:
- Be unworn and unused
- Have original tags attached
- Be in the same condition as when you received it
- Be in its original packaging
Important Note for Intimate Apparel: For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Intimate apparel (bras, panties, lingerie sets) that have been worn or had tags removed
- Opened hosiery or tights packages
- Final sale or clearance items
Please note that we do not offer free return labels. Return shipping costs are the customer's responsibility unless the return is due to a defective or damaged product.
If you're returning a product due to a change of mind or unwanted order, you will be responsible for the return shipping costs. However, if the product is damaged or faulty, return shipping will be free of charge.
To complete your return, we require a receipt or proof of purchase.
Once we receive and inspect the returned item and confirm it is in original condition, we will process your refund within 5-7 business days. Please note, it may take additional time for the refund to appear in your account, depending on your bank's processing time.
How to Initiate a Return
To begin the return process, please contact us via email at help@luxeintimatesco.shop. Once we receive your request and verify that the item is eligible and in its original condition, we will provide return instructions and proceed with your refund.
Contact Us
If you have any questions or need assistance with your return, please don't hesitate to reach out:
Luxe Intimates Co.
Email: help@luxeintimatesco.shop
Phone: (480) 907-6100
Billing Address:
2915 W Mercer Ln
Phoenix, Arizona 85029
United States
Operating Hours:
Monday – Friday: 9:00 AM – 5:00 PM (MST)
Saturday & Sunday: Closed