Refund & Returns Policy
Last Updated: 1 October 2026
At LADY LUXE, we want you to be happy with your purchase. If you are not satisfied with your order, please contact our customer service team and we will assist you.
Your Right to Cancel
For eligible online purchases, UK consumers generally have the right to cancel their order within 14 days of receiving the goods, without needing to provide a reason.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
Certain products may be excluded from the statutory cancellation right where a legal exception applies.
How to Request a Return
To request a return, please email:
Please provide:
- Your full name
- Order number
- Product name
- Reason for return, if applicable
- Photographs if the item is damaged, faulty or incorrect
Our customer service team will provide the appropriate return instructions.
Return Address
Unless we provide different instructions for your particular order, returns should be sent to:
Gibbet Hill Road
Coventry
United Kingdom
Please do not send a return before contacting us, as products may be sourced from different suppliers and a specific return instruction may apply to your order.
Condition of Returned Products
Customers should take reasonable care of products while they are in their possession.
Where you exercise your statutory cancellation right, you may handle goods as reasonably necessary to inspect their nature, characteristics and functionality, similar to how you could inspect them in a shop.
If goods have been handled beyond what is reasonably necessary and their value has been reduced, a deduction may apply where permitted by law.
Return Postage
For a statutory cancellation, [INSERT YOUR ACTUAL RETURN-POSTAGE ARRANGEMENT HERE].
If the item is faulty, damaged or incorrect, please contact us before returning it so that we can provide the appropriate instructions.
Refunds
Once we receive an eligible returned item, we will process the refund in accordance with applicable UK consumer law.
Where the statutory cancellation right applies, refunds are generally made within 14 days of receiving the returned goods, subject to the applicable rules.
Refunds will normally be made using the original payment method.
Original Delivery Charges
Where a statutory cancellation applies, we will refund the applicable standard delivery charge in accordance with UK consumer law.
If you selected a more expensive delivery option, we may only be required to refund the cost of the least expensive standard delivery option offered.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us at:
Please include your order number and photographs where appropriate.
Your statutory consumer rights are not affected by this policy.
Products That Cannot Be Returned
Certain products may be excluded from cancellation or return rights where permitted by law.
Examples may include:
- Personalised products
- Made-to-order products
- Certain sealed products that cannot be returned for health or hygiene reasons once unsealed
- Products that are otherwise legally excluded from cancellation rights
Where an applicable exception applies, we will provide the relevant information before purchase where required.
Exchanges
We currently handle exchanges on a case-by-case basis.
Please contact contactladyluxeat@gmail.com before sending an item back if you would like an exchange.
Sale Items
Sale and discounted products remain subject to applicable statutory consumer rights.
A sale price does not remove or reduce your legal rights.
Contact Us
For all return and refund enquiries:
LADY LUXE
Email: contactladyluxeat@gmail.com
Return Address: Gibbet Hill Road, Coventry, United Kingdom
