Refund policy

Returns:

Any request for return must be reported by email to our customer service at the following address info@luxsneakersuk.com within 14 calendar days of the receipt of your order. Unfortunately any request made after this will not be eligible for a refund.

The returned item(s) must be completely new, unworn and with their original packaging perfectly intact. The item(s) must not show any signs of wear or use. Upon receipt of the package, our team will assess the condition of the returned item(s). No return will be accepted if the returned item(s) is worn, soiled, damaged and/or if the product is made unfit for sale, as well as if the returned product does not correspond to the one initially ordered.

We will only accept returns for physically damaged or item(s) not as described, and NOT for a change of heart or wrong sizing, so please make sure you have checked our size guides before ordering. Please contact us if you are still unsure on size as some items are specifically sourced and may not be eligible for a return. 

All goods are thoroughly photographed with timestamps before shipping and item(s) will be compared to these when returned for authenticity as well as condition/damages. If for any reason the returned item(s) do not match our photographs, a refund will not be issued. Any item(s) that have defects will be clearly stated on product pages before a purchase is made, refunds cannot be requested based on that defect.

We have a 14-day return policy, which means if your item(s) are damaged or not as described, you can request a return within 14 days of receiving your order. We must then receive the item within 7 days of return being accepted. Unfortunately, after this, we are unable to offer you a refund.

The following are exempt from being returned; 

  • Any item(s) not in its original condition, damaged or missing parts
  • Any item(s) missing or no longer has Lux Sneakers UK tag attached
  • Any item(s) that is received 7 days after the return has been initiated
  • Sale item(s)
  • Item(s) purchased using discount codes or gift cards
  • Item(s) which has been specifically sourced for you

To be eligible for a return, your item(s) must not be any of the above, and therefore be in the same condition that you received it, unworn, with Lux Sneakers UK tag still attached, and in its original packaging as well undamaged. You’ll also need the proof of purchase from us. 

To initiate a return, you can contact us at info@luxsneakersuk.com. If your return is accepted, instructions on where to send the item(s) you are returning will be provided. Item(s) sent back to us without first requesting a return will not be accepted. Lux Sneakers UK will not refund initial shipping cost nor be responsible for the return shipping cost. We strongly advise you to use a tracked service when returning item(s), as we are not responsible for any item(s) lost during returns. 

Returned item(s) must be sent in a separate shipping package to avoid any damage to their original packaging. Your return may be refused, or compensation may be claimed if the original packaging of the return product is damaged.

You can always contact us for any return questions at info@luxsneakersuk.com.

Issues 

Please inspect your order upon reception. Contact us immediately if the item(s) you receive are wrong or there has been a mistake with your order, to allow us to resolve it right away.

Refunds 

All sales are final and refunds will only be approved for reasons stated above in section *Returns*. Once your return is received and inspected, we will contact you to notify that we have received your returned item.

If your return is approved, you will be informed by email or telephone within a maximum of 7 days of receipt of your return by our team and a refund will be processed. You will automatically be refunded to the original method of payment. Please remember it can take some time for your bank or credit card company to process the refund.

If your return is refused,  you will be informed by email or telephone within a maximum of 7 days of receipt of your return by our team. You will then have the opportunity to have your product sent back to the address of your choice, at your own expense.