General Conditions Applicable to Returns

Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a returns policy for damaged items. Customer notifies us within 24 hours of receipt to initiate the return process. After contacting us about the return, the customer has up to 14 days to return items to us at the specified return address in the return label.

In order to qualify for a refund, all items must be returned to us within 14 days of initiating the return with our customer care representative on email [email protected]  the following conditions applies:

  • Items must be unaltered, unused and in full sellable condition (or the condition in which they were received from us).
  • Items must be in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. 
  • The return must be accompanied by the original Order confirmation.

Returns Process

Items can be returned by arranging return to our specified return address by: contacting us on [email protected]

Refund Process

Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the full face value of damaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).

Your refund will be processed and returned via the payment method used.

Item Return Policies

Damaged Goods and Incorrectly-Fulfilled Orders

If you receive an item that is damaged or not the product you ordered, please arrange for the return of the item to us using the Returns Process above. The item must be returned in the same condition you received it within 14 days of initiating a return with us to qualify for a full refund. Where applicable, the refund will include the original Order delivery charges. Replacements may be available depending on stock.


Please take care to preserve the condition of any product packaging as, for example, damaged bag boxes may prevent re-sale and may mean that we cannot give you a full refund. Our representative may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

Gifted Items

Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.


We offer exchanges so long as the item follows our return process above.

We pride ourselves on the highest quality, luxury product at Lux-e-lux. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team via email [email protected]

We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.

Need help?

Contact us at [email protected] for questions related to returns and refunds.