Política de reembolso

Luxe Gown Boutique — Returns & Exchanges Policy

Change of Mind, Sizing & Fit Returns (Retail Purchases)

If you are not completely satisfied with your purchase, full‑priced items and items purchased using discount codes may be returned for a store credit or exchange, provided they meet our return conditions.

We do not offer refunds for change of mind, sizing, or fit.

For faulty, damaged or incorrect items, please see the Faulty or Incorrect Items section below. Any remedy will be provided in accordance with your applicable consumer rights.

Exchanges

Please submit your exchange request to info@luxegownboutique.com.au Once your item arrives at our facility, please allow 2–10 business days for your new size to be dispatched.

Please note:
An exchange request does not reserve or hold stock. If the requested size sells out before your return is processed, a store credit will be issued instead.

Return Window

Return requests must be submitted within 14 days of receiving your order.

All return shipping costs are the responsibility of the customer, except in cases where an item is confirmed faulty by our team.

We strongly recommend obtaining tracking for your return parcel, as Luxe Gown Boutique is not responsible for parcels lost in transit.

We Do Not Accept Returns On:

  • Items marked as Final Sale
  • Items returned outside the 14‑day window
  • Items not meeting our return condition standards

Return Conditions

All items must be returned in pristine, boutique‑ready condition:

  • Unworn and unwashed
  • All original tags attached
  • Returned in original packaging
  • Free from perfume, deodorant, or body odour
  • Free from makeup, fake tan, or marks
  • Free from any hair or lint
  • Returned in a small satchel (no boxes)

Items that do not meet these standards will be rejected.

If your return is rejected, we will contact you to explain the reason and arrange for the item to be returned to you. We will not automatically donate your item if you do not respond within seven business days.

Bridal & Bridesmaids Returns

  • 100% store credit
  • For faulty, damaged or incorrect items, remedies and any applicable shipping reimbursement will be provided in accordance with your consumer rights. See Faulty or Incorrect Items below.
  • Return requests must be submitted within 14 days of receiving your order
  • Items must be unworn, unaltered, and returned with all tags attached
  • Store credits/refunds are processed once the item has been received and inspected

Hire Bookings (In‑Store & Postal Hire)

  • Changes and Cancellations by the Client

    • Non-Refundable Hire Fees

    Hire fees are non-refundable for change-of-mind cancellations, subject to any rights or remedies available to the Client under Australian Consumer Law.

    • Notification of Changes or Cancellations

    All requests to amend or cancel a hire booking must be submitted in writing by email to info@luxegownboutique.com.au. The Client should include their booking details and Event Date in the request.

    • Cancellation Notice Periods and Hire Credit

    For change-of-mind cancellations, Luxe Gown Boutique may issue hire credit at its discretion, subject to the following minimum notice periods:

    • In-store pickup hires: Cancellation requests must be received at least 7 calendar days before the Event Date.

    • Postal hires: Cancellation requests must be received at least 14 calendar days before the Event Date.

    Meeting the applicable notice period does not guarantee that hire credit will be issued. Any approved credit is subject to the conditions set out in this clause.

    • Last-Minute Hire Bookings (Within 7 Days of the Event Date)

    Bookings made within 7 calendar days of the Event Date are non-refundable for change-of-mind cancellations. No refund or hire credit will be issued if the Client subsequently changes their mind, experiences size or fit issues, or decides that the garment is unsuitable.

    This condition applies to both in-store pickup and postal hire bookings, subject to any rights or remedies available to the Client under Australian Consumer Law.

    • Cancellations Outside the Applicable Notice Period

    Change-of-mind cancellations received less than the applicable notice period specified under Cancellation Notice Periods and Hire Credit above are not eligible for a refund or hire credit.

    This includes cancellations due to a change of mind, size or fit issues, or the garment not meeting the Client's personal preferences. This clause does not limit any rights or remedies available under Australian Consumer Law.

    • Exceptional Circumstances Policy

    Luxe Gown Boutique may consider requests for an exception to its cancellation policy on a case-by-case basis. Exceptional circumstances may include:

    • Death in the immediate family.

    • Serious illness affecting the Client or an immediate family member.

    • Natural disasters or other significant unforeseen events that prevent the Client from attending the booked event.

    The Client may be asked to provide reasonable supporting documentation. Any decision to provide a refund or hire credit will be made at the discretion of Luxe Gown Boutique, subject to applicable consumer law.

    • Validity of Hire Credit

    Approved hire credit is valid for 4 months from the date of issue. Any unused credit expires at the end of this period, subject to any rights the Client may have under applicable law.

    • Use of Hire Credit

    Hire credit must be redeemed in a single transaction and cannot be divided or used across multiple hire bookings.

    • Exclusions

    Hire credit cannot be used towards retail purchases, security bonds, or freight and postage charges.

    • Bookings Made Using Hire Credit

    Once a new hire booking has been confirmed using hire credit, it cannot be cancelled or amended for a change of mind. This does not affect any rights or remedies available to the Client under Australian Consumer Law.

    • Non-Transferability

    Hire credit is non-transferable and may only be used by the original Client to whom it was issued.

  • Items must be returned in the same condition they were received
  • Late returns, damage, or excessive wear may incur additional fees as outlined in your Hire Agreement

Faulty or Incorrect Items

If your item is faulty, damaged or incorrect, please contact info@luxegownboutique.com.au as soon as you notice the issue. Include your order number, a description of the problem and photos where possible so we can assess it and explain the next steps.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Any remedy will be provided in accordance with your applicable consumer rights.

Our 14-day change-of-mind return window, final-sale exclusions and requirements for original packaging, attached tags and unworn condition do not limit those rights. Reporting an issue more than 48 hours after delivery does not automatically exclude your claim.

All orders are thoroughly inspected by our quality control team prior to dispatch.

International Returns

For international change-of-mind returns, Luxe Gown Boutique offers store credit, provided the item meets our return conditions, except where the EU Right of Withdrawal section below or other applicable consumer rights require a different remedy.

  • Refunds and other remedies for international orders are provided where required by applicable consumer rights, including the EU Right of Withdrawal provisions below.
  • Return shipping costs are the responsibility of the customer
  • We recommend tracked shipping, as we cannot be held responsible for lost parcels
  • Store credits are issued once the item is received and inspected

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. The withdrawal period expires 14 days from the day you (or a nominated third party) take physical possession of the last item ordered.

To exercise your right of withdrawal, you must notify us of your decision by submitting a return or cancellation request through your account before the withdrawal period expires.

How to start a return or cancellation request:

  • Log in to your account at https://luxegownboutique.com.au/account and submit a request through your order history.
  • If you checked out using a phone number only, please use the returns link in your SMS order confirmation to submit your request.

Refunds: Once we receive your returned item(s), we will process your refund within 14 days using the same payment method as your original purchase. Your standard outbound shipping cost will also be refunded.

Return shipping: Return shipping costs are the responsibility of the customer and must be paid by you when sending items back.

Exemptions: Custom or personalised orders (including made-to-order gowns) may not be eligible for withdrawal. Please contact us before placing your order if you have any questions.

Once we receive your returned item(s), we will process your refund within 14 days. Refunds will be issued using the same payment method as your original purchase.

Processing Time

Once your return is delivered to our facility, please allow 2–10 business days for processing.

When your return is approved, you will receive:

  • A store credit or
  • An exchange dispatch confirmation

Store credits issued for ordinary change-of-mind returns are valid for 1 year and may be used on sale items and full-priced items. As an exception, credits issued under our Special Orders provision below do not expire.

Afterpay Purchases

If you return an item purchased using Afterpay, you will receive a store credit for the full amount of the item unless it is deemed faulty.

Afterpay instalments will continue until your payment plan is complete.

Pre-orders

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. Full payment required at checkout.

If the order has been fulfilled, then you can't cancel the order, but you can request a credit note. See our returns policy for more details on returns and refunds.

Special Orders

Special orders (including made-to-order and custom gowns) are non-cancellable once placed. If you change your mind after placing a special order, we will issue a store credit to the value of your order. Store credits do not expire and can be used on any future purchase.