I. Our Commitment
Luxury Collective stands behind the quality of everything we make. Because our products are produced to order, we do not offer returns for change of mind, but we will always make it right if something is wrong with your order. For any question about this policy, contact support@luxurycollectiveco.com.
II. Damaged, Defective or Incorrect Items
Please inspect your parcel as soon as it arrives. If you receive an item that is damaged in transit, has a manufacturing defect, or is not what you ordered (wrong style, size or colour), contact us within 7 days of delivery with:
- your order number;
- clear photos of the item and of the defect or error;
- a photo of the shipping label if the parcel was damaged.
Once we confirm the issue we will, at your choice, send a free replacement or issue a full refund to your original payment method. You do not need to send the item back unless we ask for it.
III. Wrong Size Ordered
Please check the size chart carefully before ordering. If you ordered the wrong size, contact us within 7 days of delivery – we may offer an exchange for a different size at a reduced fee, depending on the item. Exchanged items must be unworn, unwashed and in original condition.
IV. Order Cancellation
- Orders can be cancelled free of charge within 12 hours of payment. Email us with your order number.
- After 12 hours production (3 – 5 business days) has usually started and the order can no longer be cancelled.
V. Lost or Undelivered Parcels
If tracking shows “delivered” but you have not received your parcel, please check with household members, neighbours and your local post office first, then contact us. If a parcel is confirmed lost in transit by the carrier, we will send a free replacement or issue a full refund.
Parcels returned to us because of an incorrect or incomplete address, or because they were not collected, can be re-sent for a new shipping fee.
VI. Refund Processing
Approved refunds are issued to the original payment method within 5 – 10 business days. Banks and card issuers may need additional time to post the funds to your account.
VII. Not Covered
- Normal wear and tear, or damage caused by improper washing or care.
- Minor colour variations due to screen settings.
- Requests made more than 7 days after delivery.