In accordance with Article L121-16 of the Consumer Code, you have a 14-day period after receiving your package to initiate a return.
Return shipping costs are the customer's responsibility and must comply with the following conditions:
- Items must be returned unworn, undamaged, and unused, with the original tags and in the packaging they were delivered in.
- Any return that does not comply with our return policy will be refused.
How to return an item
You can return your package with a carrier of your choice. To exercise your right of withdrawal, you must use the return merchandise form, available in your order details on your customer account (or download this template).
A return number will be provided, which must be clearly written on the packaging. You can track your return in the Product Returns section of your customer account.
If the package arrives damaged, we reserve the right to:
- Refuse the package so you can file a claim with your carrier,
- Accept the package with reservations. We will inform you of the damages so you can file a claim with your carrier.
In any case, if a returned item is damaged during transport, we will not be able to refund it. You will need to request reimbursement directly from your carrier.
Personalized jewelry (engravings, specific sizes, etc.) cannot be returned, exchanged, or refunded.
How to exchange an item
Contact us within 14 days of receiving your order to request a different size or exchange your jewelry at contact@luxanshop.com.
Requesting a refund
Once we have received your return and confirmed compliance with our return policy, we will process the refund within 24 hours. The amount will be credited to the payment method used for your purchase. The time for the amount to appear in your account may vary depending on your bank and payment method.
Canceling an order
You can cancel your purchase as long as the order has not been marked as shipped. If the order status shows as shipped, please refer to the return policy outlined above.