Refund policy

We believe you'll love your Luxe Couture purchase. If not, our simple returns policy makes it easy to find the perfect piece!

To be eligible for a return:

You must email our customer service team at sales@luxecouture.co.uk within 14 days of receiving your order to request a return.
Items must be returned in the same condition you received them—unworn, unused, and with all original tags and packaging intact.
Items that have been laundered, smoked in, perfumed, stained, deodorant marked, used, altered, or worn will not be accepted.

Kindly note, all return postage and fees are the responsibility of the customer. Please note, you will receive the cost of the garment, minus the cost of delivery and returns fees back.

To arrange a return

Please email our customer service team at sales@luxecouture.co.uk within 14 days of receipt to request a return. Once your return request has been approved, you must send the item(s) back to us within 14 days from the approval date.

Items sent back to us without first contacting us for approval will not be accepted. Please note that any returns sent back using your own chosen courier or shipping service are at your own risk.

You can always contact us at sales@luxecouture.co.uk for any return-related questions.

Returns & Refunds Policy for Sale Items

All sale items are final sale. This means we do not offer returns, refunds, or exchanges on any products purchased at a discounted price. Please ensure you review your order carefully before completing your purchase, as we are unable to make exceptions once the transaction is complete. If you have any questions about a sale item before buying, feel free to contact us — we're happy to help.

Returns & Refunds Policy for International Orders

For international orders, customers are responsible for all associated costs, including shipping fees, import duties, taxes, and any other applicable charges. These fees are non-refundable, even in the event of a return. If you choose to return an item, you will be responsible for the return shipping costs as well as any additional customs or handling fees incurred. We recommend checking with your local customs office for more information on potential charges before placing your order. Please note that we do not offer exchanges for international orders.

Refunds

Refunds will be processed within 10 days of receipt, on your original payment method. We will use this time to quality check each item ensuring all tags are attached and that the item(s) are in original sellable condition. You will receive an email confirmation once your returned item has passed our quality check and your refund has been processed.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@luxecouture.co.uk.

Damages and issues

We take pride in the quality of our delicate fabrics and garments, and each piece undergoes a thorough quality check. However, if you receive a faulty item, please email sales@luxecouture.co.uk within 24 hours of receipt with a description and photos of the issue. We will work with you to find the best solution, including potential repair options.

Gift Cards

Unfortunately, we cannot accept returns on gift cards.

Exceptions / non-returnable items
Certain types of items cannot be returned, like sale items and custom products (such as special orders or customised items). Please get in touch if you have questions or concerns about your specific item.

Some items in our store may be offered to you as a pre-order or a customised product. This cancellation policy lays out how you can change or cancel these kinds of purchases.

Pre-orders

When you purchase a pre-order, you are buying an out-of-stock product.
You can cancel a pre-order order that has not yet been fulfilled within 14 days. If the order has been fulfilled, then you can't cancel the order, but you can request a return upon receipt. See our returns policy for more details on returns and refunds.

To cancel your pre-order, please contact us via email at sales@luxecouture.co.uk. Please include your order number in all correspondence.

Customised Items Return & Refund Policy

When you customise a product, you are buying an item made to your specific requirements. You may cancel your customised item within 48 hours of placing your order. After this timeframe, your order will go into production. Due to the bespoke nature of our customised items, a 40% cancellation fee may apply.

Once your cancellation request is received, we will process your refund within 3-5 business days, minus the applicable cancellation fee.

Please note that customised items are non-returnable and non-refundable due to the personalised nature of the product. Once your order has been finalised, we are unable to accept returns or issue refunds.

However, if you receive a defective or damaged item, please contact us within 24 hours of receipt. We will review your claim and, if confirmed, offer a suitable resolution such as a replacement or repair.

Thank you for understanding, and we are happy to assist you if any issues arise with your order.

Exchanges

While Luxe Couture does not offer exchanges at this time, our return policy allows up to 14 days to return for a refund. A new order may be placed at any time for the item you wish to have instead.

Bridal Appointment Cancellation & Refund Policy

Thank you for choosing us for your bridal needs. Please review our cancellation and refund policy below to ensure a smooth experience for both you and our team:

Cancellation Notice:
We kindly ask for a 48-hour notice for any cancellations. This allows us to accommodate other clients and manage our schedule effectively.
Late Cancellations:
Cancellations made less than 48 hours before the appointment will incur a 50% charge of the total service cost.
No-Show Policy:
If you fail to attend your scheduled appointment without prior notice, the full cost of the service will be charged.
Rescheduling:
You are welcome to reschedule your appointment at no additional charge, as long as the rescheduling is done at least 48 hours before your original appointment.
Payment:
Full payment is required at the time of booking to confirm your appointment.
No Refunds:
All payments are non-refundable. However, we are happy to reschedule your appointment if needed within the cancellation terms above.

We appreciate your understanding and look forward to helping you create the perfect bridal experience!