RETURNS AND REFUNDS

The client has the right to return purchased items within 14 days from the date of receipt of the goods. Customers wishing to exercise the right of withdrawal must give notice to TLUXY using the returns area available at the following link: MAKE A RETURN.

The customer can access the returns area and select the order and the products he wishes to return indicating the reason for the return. Our Customer Service will then approve the return request and the customer will receive an email with the instructions to organize the return, through which it will be possible to download all the related documentation.

Once authorized, the customer can prepare the package using the original packaging.

Only one return request per order is allowed.

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RETURN FEE

The cost of returns varies according to the geographical area to which the package has been shipped; for this reason, refer to the table below which gives an indication for each destination. Where due, the cost of the return will be deducted from the refund having checked the integrity of the product/s and after the right of withdrawal has been confirmed.

Return fee
ITALY FREE

 
EUROPE 

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

FREE

 
UNITED KINGDOM €15.00

 
RUSSIA At Customer's charge*

 
REST OF THE WORLD €30.00

 

 

* Only for Russia:

To proceed with the return, the customer must enter the return request from the RETURNS AREA of our site. After the return authorization confirmation email, the customer can only return their order independently, we are not able at the moment to provide assistance on returns from Russia.
Therefore, it will be necessary to contact the transport company of preference in order to organize the collection and return the package to our warehouse. On the waybill it must be indicated that the duties will be paid by the recipient (TRADE LUX ITALIA SRL), while the cost of the return shipment will be fully charged to the customer and is not refundable. The goods must be sent by traceable courier to the following address: TRADE LUX ITALIA SRL - Via A. Manzoni 112/b, 80123 Napoli - ITALY. If the package is shipped without a tracking number and is lost, TLUXY declines all responsibility and cannot refund the customer.

TERMS AND CONDITION

The substantial integrity of the product to be returned is an essential condition for exercising the right of withdrawal. 

Items returned to us in a non-sellable condition, will not be refunded and may be sent back to you.


- Items must not have been worn, washed or altered in any way, and must not show any signs of use. Soles of footwear must be in perfect condition and must not be marked in any way.
- Items must be returned with all original labels and tags still attached, packaging and other accessories (dust bags, hangers, garment covers etc.) received with the order.
- When you try on shoes, please do so on a soft, carpeted surface so that the soles are not damaged. If you decide that they’re not quite right, please return them in their original shoe box as it is part of the product, with another solid box around it, preferably the original outer packaging.
- Inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
- TLUXY.IT reserves the right to refuse returns that are unauthorized and/or not sent in accordance with the Return Policy detailed on the website. In the case of unauthorized or non-standard returns, the merchandise will be returned to the shipping address specified in the original order. If an unauthorized return is accepted, TLUXY.IT will deduct a 10% administrative/re-stocking fee from the refund.
- TLUXY.IT is not responsible for orders returned with a return label non provided by us. If the order will not reach our warehouse, it is customer responsibility and refund will not be processed.
- Items sent back to us without first requesting a return will not be accepted. 
- The client has the right  to return purchased items  (D. Lgsl. 206/2005) within 14 days from the date of receipt of the goods.

If the above return conditions are not wholly or partially met, TLUXY reserves the right to refuse the return, and therefore has the right to return the Product to the User, following payment by the User of all additional shipping costs.

Exchanges

If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. 

Refunds
Refunds will be processed as soon as returned items have been checked and accepted by TLUXY.IT
For orders paid by Credit Card, the refunded amount will be available to Clients in roughly 10 days and within their next billing statement. Processing time may vary depending on the Credit Card Company.
Orders paid by PayPal and other payments methods will be refunded to the original account.
Refunds will be issued in the same currency as the original purchase.
Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed.

Shipping costs incurred will not be refunded.

 

You can always contact us for any return question at customercare@tluxy.it