General Returns

Return Window

At Luxide, customer satisfaction is our priority. We offer a 15-day return or exchange window, giving you the flexibility you need.

  • Once we receive and inspect your return (usually within 72 hours), we will process your exchange, and the replacement will be delivered according to our shipping timelines.
  • Refunds will be issued within 7 business days to the original payment method. Depending on your payment provider, it may take up to 10 working days to reflect in your account.
  • You will receive an email confirmation once your return has been processed.

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Return Exclusions & Condition Criteria

Please note the following return conditions:

  • Personalised or customised items cannot be returned or exchanged.
  • Gift cards are non-refundable and cannot be exchanged.
  • All items (including complimentary products) must be returned in unused, unwrinkled, undamaged, and resellable condition with the original packing slip.
  • Footwear returns must have no scratches on the sole or upper.
  • We reserve the right to refuse returns that do not meet these criteria.

If you receive a wrong or defective product, please contact us within 2 working days.

Return Shipping & Alteration Charges

  • We offer free returns. To initiate a return, please submit your request here.
  • For custom orders, our team reviews your measurements based on your height and weight. If you choose to keep your original measurements despite recommendations, alteration fees may apply if adjustments are needed after delivery.

Black Friday Return Policy

We appreciate your interest in our Black Friday Sale.

  • Refunds are not available for Black Friday purchases.
  • However, we offer exchanges and store credit with an extended 60-day return window.
  • If your item doesn’t fit or meet your expectations, you can exchange it for a different size or another product within 60 days of receipt.

Made-to-Measure & Custom Orders

  • Custom or made-to-measure items can only be returned for alterations, not exchanges or refunds.
  • Our customer support team is available to assist with any queries or exchange requests.

Custom Orders – Returns & Alterations

We strive to create the perfect fit for you on the first attempt. However, if your custom order doesn’t fit, we offer one free alteration.

Our Approach to Custom Orders

We take extra precautions to ensure satisfaction:

  • Design & Quality Check – Before dispatching, we send you pictures of your finished product so you can review the design, material, and stitching.
  • Accurate Sizing – Our team will guide you on measuring correctly. If your custom jacket still doesn’t fit perfectly, we offer one free alteration.

Refunds for Custom Orders

  • We do not accept returns or refunds for custom orders, as these items are tailored specifically for you.
  • Since each custom piece is crafted to your specifications, we cannot resell them.

Cancellation Policy

Order Cancellations

  • You may cancel an order within 2 days of placement. Submit your cancellation request here.
  • If an order has already been dispatched or is under customs clearance, it cannot be cancelled. Instead, you will need to accept the parcel and return it following our return guidelines.
  • Time-Sensitive Orders: If our Customer Support Team has confirmed a specific delivery date, the order is classified as time-sensitive. We cannot accommodate cancellations for these orders once placed.

Pricing & Payment Policy

  • Prices and product availability may change without notice.
  • If we discover pricing errors, we will correct them at the time of order processing.
    • If the correct price is lower, we will refund the difference.
    • If the correct price is higher, we may contact you for approval or cancel the order.
  • We reserve the right to decline service to any customer at any time.