Refund policy
RETURNS
UAE
- The Lux Lines offers a 7-day full refund policy (NON SALE ITEMS ONLY) for CARD PAYMENTS ONLY, cash transactions will be eligible for exchange only.
- We offer a full refund for all full priced items (CARD PAYMENTS ONLY), excluding earrings, thong bikinis, and sale items. Please try bikini bottoms and one-pieces on over your underwear.
- Items must be returned within a sellable condition - unworn, tags, hygiene sticker (swimwear) still attached PLEASE NOTE: items that are damaged, soiled, or smelling of perfumes/scents on the garments will NOT qualify for a refund *We have the right to refuse a refund is we suspect any of the above.
- Card refunds will be returned through the original card used on the transaction. Please allow 7-14 days to for your refund to appear back into your account - once the item (s) have been received back to us.
To request a return or exchange please do the following:
1. Contact info@theluxlines.com with the order number to arrange for a refund.
2. Re-pack the item with the labels and tags still attached ready for your collection.
If you are in the UAE returns are FREE. (Only one free collection per order. After that there is a 20aed charge per collection). Once you have e-mailed us we will arrange with you a convenient time and place for the items to be collected. Our driver/courier company will then collect your items within 3 working days.
SALE ITEMS
Sale items & earrings are non returnable.
GCC, MIDDLE EAST AND REST OF WORLD
If international then you must arrange your own return and bear the cost of returning the item(s) unless the item is faulty or damaged (please email us so we can try to help you find the easiest and most cost-effective way of returning).
Please make sure to send your return using tracked delivery and then notify us of the tracking information.
*PLEASE STATE THE PACKAGE IS A RETURN WHEN BOOKING WITH THE COURIER
EXCHANGES
UAE
If you are in the UAE exchanges for a different size in the same style are free. If you would like to exchange to a different style then this will be treated as a return and you can place a new order for the item you would like, select cash on delivery, and your previous value will be deducted upon delivery. Please email info@theluxlines to confirm your new order is an exchange.
GCC, MIDDLE EAST AND REST OF WORLD
If international then, unfortunately, we do not offer free exchanges. So if you would like to exchange any item then this will be treated as a return and you must place a new order for the item you would like instead. *PLEASE STATE THE PACKAGE IS A RETURN WHEN BOOKING WITH THE COURIER*
Please email info@theluxlines.com when you have placed the new order.
REFUNDS
Once we have received your returned item(s) and after they are checked we will issue the refund.
If you paid by credit card then the amount will be refunded back onto the same card.
If you paid by cash on delivery then your refund will be issued as credit.
We have the right to refuse a refund is we suspect the item has been worn or if it is not in the same condition as it was sent out.
Please allow up to 7 working days after we receive your returned item for your refund to reach your bank account.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@theluxlines.com.
Damaged goods
We are very thorough in checking all our items before they are dispatched however if you do
receive a faulty or damaged item please inform us at info@theluxlines.com
We don’t guarantee that we will receive your returned item. The Lux Lines is not liable holding times of packages by customs in your country.
Once a purchase is made through The Lux Lines, you accept this as part of our terms and conditions.