Returns & Exchanges Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@luxskinsofficial.com. If your return is accepted, we’ll send you a return authorisation number, as well as instructions on how and where to send your package. We are not responsible for any return shipments lost in transit. Please note any return shipping fees are not covered by our store and the buyer will be responsible for returning the package to us in Sydney, Australia. 

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@luxskinsofficial.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We’ll gladly replace your items if they are delivered damaged.

To begin please kindly email us at sales@luxskinsofficial.com with your order number (#LUX) and where possible images of the defective, damaged or wrong item. Our team will assess this and replace the item where necessary. 

Cancellations
For cancellations please contact us within 24 hours of when purchase has been made. Requests made outside of the 24 hour window will be assessed on a case-by-case basis depending on the production status of the order. For custom made-to-order products we are unable to offer cancellations once the product has been produced.

For further assistance please contact us immediately and we will be able to assist you in determining the production status of your order and if it is possible to arrange a cancellation. 

Exceptions / non-returnable items

Certain types of items cannot be returned, custom products (such as special orders or personalized items). Items can not be returned or exchanged if the items feature custom submissions. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.