Returns

RETURNS

RETURNS POLICY

At Luxe de Valentina, we are committed to ensuring you are satisfied with your purchase. Luxe de Valentina offers returns and exchanges on full-priced products purchased via our online store, subject to the conditions outlined below.

RETURN ITEM ELIGIBILITY

We accept returns and exchanges on full-priced items, excluding necklaces and sale items unless deemed faulty or required by law, and provided each of the following conditions are met:

The return request must be lodged by emailing hello@luxedevalentina.com within 14 days of receiving your order;
Once a return authorisation has been issued, the Return Item must arrive at our office within 14 days of receiving your return authorisation;
Any Return Item not shipped within the above timeframes will only be eligible for a store credit; and
Return Items deemed ineligible for return will be sent back to the customer.

RETURN ITEM CONDITION

To be accepted, any Return Item must meet the following criteria:

Be in original condition, unworn, unwashed, unaltered and free from damage;
Be free of any signs of wear, including make-up stains, deodorant marks, fragrance, body lotions, tanning products, pet hair or any other residue;
Be returned in the original shipping box with all original garment tags still attached. Once any tag has been removed, the Return Item is no longer eligible for return; and
Garments must not be tried on whilst wearing make-up. We will not accept any stained garments and they will be sent back to you without any refund.

NON-RETURNABLE ITEMS

We do not accept returns or exchanges on Sale Items, unless the item is faulty or required to be accepted under the Australian Consumer Law.

For hygiene reasons, we do not accept returns or exchanges on necklaces unless faulty.

Any Sale Item returned without prior authorisation will be returned to the customer.

SWIMWEAR RETURNS

We gladly accept returns for change of mind on all swimwear online purchases, provided the item is:

Returned to us within 14 days of the delivery date;
Unworn, in its original condition; and
The hygiene sticker is still securely in place.

Please ensure all swimwear is tried on over underwear and handled with care when assessing fit, as we are unable to accept returns where the hygiene seal has been removed or tampered with.

RETURN SHIPPING AND COST

All returns must be authorised by our customer care team prior to being sent. Please email hello@luxedevalentina.com with your reason for return to receive the return address.

We encourage you to return your item/s via a prepaid registered or traceable postal service and take note of your tracking number. Luxe de Valentina is not liable for the loss of garments being returned.

For customers who live outside of Australia, customs duties and sales taxes are non-refundable through Luxe de Valentina.

However, you may be able to recover these by contacting your local customs bureau directly. You may also need to pay duties and taxes on an exchange.

REFUNDS & PROCESSING

Customers with approved returns will have their Return Item refunded to the original payment method or issued a Gift Card, unless the item is faulty or required to be refunded by law.

When an exchange is made, you will be issued with a store Gift Card to the full amount less shipping costs. This Gift Card can be redeemed online and is valid for a period of 12 months. There is no charge to exchange items for a different size, however all exchanges are subject to stock availability.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

We reserve the right to refuse returns that do not comply with this policy.

EXCHANGES

If you wish to exchange, please notify us with your preferred style, size and colour as soon as possible.

We cannot guarantee that the stock will still be available as we are unable to place holds on stock for exchanges until the item has been received back into our office and complies with our Return Item eligibility and condition requirements.

HOW TO LODGE A RETURN

To lodge a return, please email hello@luxedevalentina.com with your order number and reason for return. Once approved, you will receive a return authorisation along with our return address. Re-pack the item/s to be returned and post them to the address provided.

Returns must be lodged within 21 days of receiving your order as per our Return Item eligibility and condition requirements.

For further assistance, please contact our Customer Care team.

FAULTY ITEMS

If you have received a faulty item, please contact our Customer Care team at hello@luxedevalentina.com with the following information:

Your order number
Images that clearly outline the fault

Once we receive the item, it will be inspected by our team. If the item is deemed faulty, we will issue a full refund. If the item is not deemed to be faulty, the customer will be responsible for the cost of return shipping to have the item sent back to them.

For in-showroom purchases, please contact our Woollahra showroom directly.

IN-SHOWROOM RETURNS

Subject to these terms, you may return your Luxe de Valentina in-showroom purchase to our Woollahra showroom in Australia.

Other than for faulty goods, returns of in-showroom purchases must be made within 7 days for credit note or exchange.

All sale items purchased in our showroom are final sale. No refunds or exchanges on sale items unless faulty or required by law.

Returns are only accepted with proof of purchase.

Unless the return is required by law:

Items must be in original condition (including tags) and must not have been worn, altered or washed.
Items must not have been used in photography shoots, Instagram posts, online, commercially or for personal gain.
All packaging (including garment bags) provided with your purchase must be returned.
For hygiene reasons, we do not accept returns or exchanges on necklaces unless faulty.
If a client has returned a garment and received a credit note, and then seeks to return the garment which was purchased with that credit note, Luxe de Valentina may refuse the return.

In-showroom purchases cannot be returned via our online store. All in-showroom returns must be processed at our Woollahra showroom.

GIFT CARDS

Gift Cards may not be returned and are valid for 3 years from the date of issue. Gift Cards issued online are redeemable online and in our Woollahra showroom.

SALE ITEMS AND DISCOUNTS

All Sale Items purchased from Luxe de Valentina are final sale. We do not offer refunds, credit notes or exchanges on any Sale Item unless deemed faulty and/or required to be returned by law. Please note, any Sale Item returned without authorisation will be sent back at an additional charge.

Discounts cannot be retrospectively applied to previous orders or used in conjunction with any other offer.

PRE ORDER TERMS & CONDITONS

To establish a pre-order, payment of 100% of the total purchase value must be paid at the time of purchase.
Pre-order items are eligible for return, exchange or refund in accordance with our standard returns policy outlined above.

RETURNS MONITORING

We actively monitor return activity for abuse or misuse of our policy. Repeated or excessive returns may be flagged and could lead to future return requests being refused at our discretion.

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RETURNS

RETURNS POLICY

At Luxe de Valentina, we are committed to ensuring you are satisfied with your purchase. Luxe de Valentina offers returns and exchanges on full-priced products purchased via our online store, subject to the conditions outlined below.

RETURN ITEM ELIGIBILITY

We accept returns and exchanges on full-priced items, excluding necklaces and sale items unless deemed faulty or required by law, and provided each of the following conditions are met:

The return request must be lodged by emailing hello@luxedevalentina.com within 14 days of receiving your order;

Once a return authorisation has been issued, the Return Item must arrive at our office within 14 days of receiving your return authorisation;

Any Return Item not shipped within the above timeframes will only be eligible for a store credit; and

Return Items deemed ineligible for return will be sent back to the customer.

RETURN ITEM CONDITION

To be accepted, any Return Item must meet the following criteria:

Be in original condition, unworn, unwashed, unaltered and free from damage;

Be free of any signs of wear, including make-up stains, deodorant marks, fragrance, body lotions, tanning products, pet hair or any other residue;

Be returned in the original shipping box with all original garment tags still attached. Once any tag has been removed, the Return Item is no longer eligible for return; and

Garments must not be tried on whilst wearing make-up. We will not accept any stained garments and they will be sent back to you without any refund.

NON-RETURNABLE ITEMS

We do not accept returns or exchanges on Sale Items, unless the item is faulty or required to be accepted under the Australian Consumer Law.

For hygiene reasons, we do not accept returns or exchanges on necklaces unless faulty.

Any Sale Item returned without prior authorisation will be returned to the customer.

SWIMWEAR RETURNS

We gladly accept returns for change of mind on all swimwear online purchases, provided the item is:

Returned to us within 14 days of the delivery date;

Unworn, in its original condition; and

The hygiene sticker is still securely in place.

Please ensure all swimwear is tried on over underwear and handled with care when assessing fit, as we are unable to accept returns where the hygiene seal has been removed or tampered with.

RETURN SHIPPING AND COST

All returns must be authorised by our customer care team prior to being sent. Please email hello@luxedevalentina.com with your reason for return to receive the return address.

We encourage you to return your item/s via a prepaid registered or traceable postal service and take note of your tracking number. Luxe de Valentina is not liable for the loss of garments being returned.

For customers who live outside of Australia, customs duties and sales taxes are non-refundable through Luxe de Valentina.

However, you may be able to recover these by contacting your local customs bureau directly. You may also need to pay duties and taxes on an exchange.

REFUNDS & PROCESSING

Customers with approved returns will have their Return Item refunded to the original payment method or issued a Gift Card, unless the item is faulty or required to be refunded by law.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

We reserve the right to refuse returns that do not comply with this policy.

EXCHANGES

If you wish to exchange, please notify us with your preferred style, size and colour as soon as possible.

We cannot guarantee that the stock will still be available as we are unable to place holds on stock for exchanges until the item has been received back into our office and complies with our Return Item eligibility and condition requirements.

HOW TO LODGE A RETURN

To lodge a return, please email hello@luxedevalentina.com with your order number and reason for return. Once approved, you will receive a return authorisation along with our return address. Re-pack the item/s to be returned and post them to the address provided.

Returns must be lodged within 21 days of receiving your order as per our Return Item eligibility and condition requirements.

For further assistance, please contact our Customer Care team.

FAULTY ITEMS

If you have received a faulty item, please contact our Customer Care team at hello@luxedevalentina.com with the following information:

Your order number

Images that clearly outline the fault

Once we receive the item, it will be inspected by our team. If the item is deemed faulty, we will issue a full refund. If the item is not deemed to be faulty, the customer will be responsible for the cost of return shipping to have the item sent back to them.

For in-showroom purchases, please contact our Woollahra showroom directly.

IN-SHOWROOM RETURNS

Subject to these terms, you may return your Luxe de Valentina in-showroom purchase to our Woollahra showroom in Australia.

Other than for faulty goods, returns of in-showroom purchases must be made within 7 days for credit note or exchange.

All sale items purchased in our showroom are final sale. No refunds or exchanges on sale items unless faulty or required by law.

Returns are only accepted with proof of purchase.

Unless the return is required by law:

Items must be in original condition (including tags) and must not have been worn, altered or washed.

Items must not have been used in photography shoots, Instagram posts, online, commercially or for personal gain.

All packaging (including garment bags) provided with your purchase must be returned.

For hygiene reasons, we do not accept returns or exchanges on necklaces unless faulty.

If a client has returned a garment and received a credit note, and then seeks to return the garment which was purchased with that credit note, Luxe de Valentina may refuse the return.

In-showroom purchases cannot be returned via our online store. All in-showroom returns must be processed at our Woollahra showroom.

GIFT CARDS

Gift Cards may not be returned and are valid for 3 years from the date of issue. Gift Cards issued online are redeemable online and in our Woollahra showroom.

SALE ITEMS AND DISCOUNTS

All Sale Items purchased from Luxe de Valentina are final sale. We do not offer refunds, credit notes or exchanges on any Sale Item unless deemed faulty and/or required to be returned by law. Please note, any Sale Item returned without authorisation will be sent back at an additional charge.

Discounts cannot be retrospectively applied to previous orders or used in conjunction with any other offer.

PRE ORDER TERMS & CONDITONS

To establish a pre-order, payment of 100% of the total purchase value must be paid at the time of purchase.

Pre-order items are eligible for return, exchange or refund in accordance with our standard returns policy outlined above.

RETURNS MONITORING

We actively monitor return activity for abuse or misuse of our policy. Repeated or excessive returns may be flagged and could lead to future return requests being refused at our discretion.

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