Refund policy

At LadyLuxury, we want you to love what you order. This policy explains how returns, refunds, and cancellations work. It applies to orders placed on ladyluxury.co.uk and shipped within the United Kingdom.

1. RETURN PERIOD
You have 30 days from the day you receive your order to request a return.

2. CONDITIONS FOR RETURNS
To be eligible, your item must be:
- Unworn, unused, and undamaged, in its original condition
- With all original tags attached and in its original packaging
- Accompanied by your order number or proof of purchase
- Approved by our team before being sent back

Items sent back without an approved return request cannot be accepted.

3. ITEMS THAT CANNOT BE RETURNED
For hygiene and practical reasons, we cannot accept returns on:
- Gift cards
- Items sealed for hygiene reasons where the seal has been broken

4. HOW TO START A RETURN
Email info@ladyluxury.co.uk with:
- Your order number
- The item(s) you'd like to return
- The reason for return
- Clear photos (required for damaged, faulty, or incorrect items)

Once approved, we'll email you return instructions and the return address. Please send your return only to the address we provide.

5. RETURN SHIPPING
For change-of-mind returns, you are responsible for the cost of return postage. We recommend a tracked service, as we can't be responsible for items lost in transit. If your item is faulty, damaged, or incorrect, we cover the full cost of the return.

6. ORDER CANCELLATIONS
Changed your mind? Email info@ladyluxury.co.uk with your order number as soon as possible. We can usually cancel and fully refund your order if it hasn't yet been dispatched - typically within 12 hours of ordering. Once an order has been passed to our carrier we can no longer stop it, but you're welcome to request a return once it arrives.

7. DAMAGED OR INCORRECT ITEMS
Please check your order as soon as it arrives. If anything is faulty, damaged, or not what you ordered, contact us straight away at info@ladyluxury.co.uk with photos, and we'll put it right at no cost to you.

8. REFUNDS
Once we receive and inspect your return, we'll let you know whether it's approved. Approved refunds are issued to your original payment method within 7 business days of approval, and in any case within 14 days of receiving the returned item. Your bank or card provider may take additional time to post the refund. We do not charge any restocking or handling fees.

9. EXCHANGES
The fastest way to get a different item is to return your original item and, once the return is approved, place a new order for the replacement.

10. FAILED OR REFUSED DELIVERY
If an order is returned to us because of an incorrect or incomplete address provided at checkout, we'll contact you to arrange redelivery once the parcel is back with us and the correct address is confirmed. Any additional postage may be payable. If the returned items are not in their original condition, a reduction in value may apply.

11. CONTACT & COMPANY INFORMATION
Store name: LadyLuxury
Company name: VARIENTE LONDON LTD
Company number: 17245854
Email: info@ladyluxury.co.uk
Phone: +44 7724 769958
Address: 167–169 Great Portland Street, Fifth Floor, London W1W 5PF, United Kingdom
Customer service hours: Monday–Friday, 9:00 AM – 5:00 PM GMT (we aim to respond within 24 hours)