Returns & Refunds

RETURNS PROCESS

Free Returns Pick Up

We are pleased to offer a free returns collection service to all customers for any purchases that meet our Returns Policy.

Your returned item must arrive at the Luxury Outlet warehouse it was ordered from no later than 14 days after your delivery date.We recommend that you book your return pick-up within 7 days of your delivery date to ensure that it arrives at the relevant Luxury Outlet location within 14 days.

To book a free returns pick-up:

1. Contact us on webshop@luxury-outlet.eu with your order number and reason for returning the ordered goods

2. We will send you a collection confirmation email with all the details you’ll need to complete the return. Please note: We can only offer a free returns pick up from the same country your order was delivered to.

What happens next?

Prepare your package with the returns documents enclosed in your order. Here’s how:

1. Attach the Return Label, and a signed Return Note if you received one, to the outside of your Luxury Outlet box.

2. Place any unwanted items with all original packaging inside the Luxury Outlet box and leave it open for the courier to check the contents.

3. Keep a copy of the Return Label, as you can check the delivery status of your parcel with our carrier using the tracking number provided.

Cancelling an order

Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you choose this option we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for the cost and arrangement of returning the item(s) to the Luxury Outlet warehouse you ordered from.

Please view our Terms & Conditions for further information on cancelling an order under the CCRs or contact our Customer Service Advisors for assistance.

REFUNDS

Refunds

Once your return has been received and accepted by our warehouse, your refund will be completed as a Luxury Outlet credit, excluding the delivery costs, the amount will effortlessly apply at checkout the next time you shop with us. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label, or you can check the status in My Account under ‘Orders & Returns’.

Faulty items

It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.

CUSTOMISED & VINTAGE ITEMS

Customised Items

Due to the nature of personalised and monogrammed items, returns, changes or cancellations are only possible at the discretion of Luxury Outlet and the relevant partner, unless the customised items were damaged or faulty when delivered to you.

For any return or cancellation requests, Luxury Outlet reserves the right to offer a store credit for the relevant partner rather than a monetary refund, on a case by case basis. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights.

Please keep in mind that although customised items have an approximate 4-6 week lead time before they are ready to be shipped to you, payment will be taken shortly after you submit your order.

Vintage Items

Pre-worn goods sold at Luxury Outlet, such as Vintage pieces, have undergone rigorous inspection prior to sale to guarantee their quality, precision and authenticity. As such, these valuable and timeless pieces should be treated with great care as with new items, and returned in the same condition in which they were received.

If any of your purchases arrive in a flawed or faulty condition, or without Luxury Outlet and designer tags attached, please contact Customer Service for assistance with your return.

CANCELLATION

As your purchase will be prepared quickly for dispatch, please contact Customer Service as soon as possible to cancel or make any changes to an order. While we’re unable to cancel an order once it has been processed by our Luxury Outlet Warehouse.

Further information on cancelling and returning an order can be found in our Return & Refunds Policy.