Return & Refund Policy

FLUXXURY — Returns & Refund Policy

At FLUXXURY, we take pride in offering unique, curated pieces sourced from our international atelier partners. Our goal is to ensure you have a smooth and enjoyable shopping experience. Please read our Returns & Refund Policy carefully before placing your order.

Made-to-Order Production
Many FLUXXURY pieces are crafted on a made-to-order basis through our network of international atelier partners. This approach helps reduce overproduction and ensures each item is created specifically for your order. As a result, processing and delivery times may vary depending on the item and the production partner.

Please read our Returns & Refund Policy carefully before placing your order.

1. General Policy

Because our items are sourced and fulfilled through multiple production partners, we do not offer returns or refunds for change of mind, incorrect sizing, or preference-based reasons.

Returns or refunds are only accepted when:

  • The item arrives faulty, damaged, or significantly different from its description, or

  • You received the wrong item, colour, or size due to a fulfilment error.

All claims must be submitted within 7 days of receiving your order.

2. Product Variations

Due to collaborations with various atelier and manufacturing partners, slight variations between product images and the delivered item may occur.

Variations may include:

  • Colours appearing slightly different due to lighting, screens, or batch dyeing

  • Differences in fabric texture or detailing

  • Minor changes in proportions or finishing depending on the specific maker fulfilling your order

These natural variations are a normal part of small-batch and multi-partner production and do not qualify as defects.

3. Reporting an Issue

If your item arrives damaged, incorrect, or not as described, please contact us at info@fluxxury.com

with the following:

  1. Your order number

  2. A brief description of the issue

  3. Clear photos showing the product, packaging, and the problem area

Our team will review the information and advise whether your order qualifies for a replacement or refund.

4. Replacements & Refunds

If your claim is approved, we may offer:

  • A replacement of the same item

  • Store credit if the item is no longer available

  • A refund back to your original payment method (processing may take 5–10 business days)

Refunds are not issued for:

  • Change of mind

  • Ordering the wrong size

  • Shipping or customs delays

  • Items that match product descriptions within acceptable variation

  • Packages marked as delivered by the carrier

Exchanges

We do not offer exchanges for sizing, colour preference, or change of mind. Exchanges are only provided when an item is confirmed faulty or incorrect.

Order Cancellations

Orders can only be cancelled before they have been processed by our fulfilment team. Once an order has entered processing, production, or dispatch preparation, it cannot be cancelled.

7. Lost, Stolen, or Delayed Packages

FLUXXURY is not responsible for:

  • Packages marked as delivered by the carrier

  • Delays caused by customs, high order volume, or postal disruptions

  • Additional import duties, VAT, tariffs, or customs fees charged upon arrival

If your package is lost in transit (and not marked delivered), we will assist in opening an investigation with the carrier.

8. Return Shipping Costs

If a return is approved:

  • Return shipping costs may be the responsibility of the customer

  • Return addresses vary depending on the fulfilment partner

  • We do not reimburse shipping for returns unless the product is verified as faulty or incorrect

Please do not send items back without receiving confirmation and instructions from our support team.

9. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Swimwear

  • Lingerie & intimates

  • Bodysuits

  • Accessories (e.g., jewellery, stockings, gloves)

  • Sale or promotional items

Acceptance of Policy

By completing a purchase on our website, you acknowledge and agree to this Returns & Refund Policy.

For any questions or assistance, please contact us at info@fluxxury.com — we’re here to help.