At Luxe Eyewear Co., we are committed to providing an exceptional experience from the moment you place your order until your exquisite eyewear arrives at your door. We understand the importance of clarity and convenience, which is why we have outlined our shipping and returns policies below.

Shipping Policy

We are proud to offer international shipping to a global clientele (excluding Asia and a few remote regions).

Order Processing: Please allow 1-2 business days for us to carefully prepare your order for shipment.

Shipping Methods & Delivery Times:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Delivery within 10-15 business days after dispatch.
    • A flat fee of £12.95 applies.
  • Free Shipping: Shipped via EMS for orders over £50.
    • Delivery within 15-25 business days after dispatch.

You will receive a tracking notification via email once your order is on its way.

Returns & Exchanges Policy

Your satisfaction is our utmost priority. We gladly accept returns and exchanges for most unworn, unaltered, and undamaged items within 15 days of you receiving your order.

Please Note: To uphold the highest standards of hygiene and customer safety, we cannot accept returns or exchanges on the following items:
  • Prescription lenses that have been custom-made to your specification.
  • Any item that shows signs of wear, damage, or alteration.
All returned items must be in their original, pristine condition, with all tags attached and in the original packaging, including the protective case and all documentation.

How to Initiate a Return or Exchange

To ensure a smooth and efficient process, please follow these steps:

  1. Contact Us: Email our Customer Care team at [email protected] within the 15-day window. Please use the subject line “Return/Exchange Request” and include:
    • Your full name
    • Your order number
    • The reason for the return or exchange
    • Whether you are requesting a refund or an exchange for a different item
  2. Wait for Instructions: Our team will respond within 48 hours with a Returns Authorisation (RA) number and detailed instructions. Please do not send any items back without an RA number, as we cannot process unauthorised returns.
  3. Ship the Item: Carefully package the item in its original packaging, including all accessories and documentation. You are responsible for the return shipping costs unless the return is due to an error on our part (e.g., wrong or defective item received). We highly recommend using a tracked and insured shipping service for your protection.
  4. Processing: Once we receive and inspect your returned item, we will process your request and send you an email confirmation.

Refunds

Once your return is approved, your refund will be processed within 5 business days.

  • Credit/Debit Card Refunds (Visa, MasterCard, JCB): The funds will be issued back to your original payment method. Please allow 5-10 business days for the refund to appear on your statement, depending on your bank’s processing time.
  • PayPal Refunds: Refunds are typically processed and visible in your PayPal account within 24-48 hours.

Please note that the original shipping cost is non-refundable for returns based on a change of mind. The refund will be for the value of the product(s) only.

Exchanges

If you are exchanging an item for a different model, we will ship the new item to you once we have received and processed the original return. Standard or free shipping charges will apply to the new shipment. If the new item is of a higher value, you will be invoiced for the difference.

Return Shipping Address

Upon receiving your RA number, please ship your return to the following address. Remember to note your tracking number!

Luxe Eyewear Co. Returns
43 Mill Ln
Cambridge, GB CB4C 5ID
United Kingdom

If you have any further questions, please do not hesitate to contact us at [email protected]. Our team is here to help.

Thank you for choosing Luxe Eyewear Co.