Politique de remboursement

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.

Refunds are only available for items deemed faulty by our team and must be returned in their original packaging with all tags attached.

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, you will be contacted and given the option to have the item returned to you. If we do not receive a response within 7 business days, the item will be donated.

Bridal & Bridesmaids Returns

  • 100% store credit
  • Refunds available only for faulty items (shipping excluded)
  • Returns must be lodged within 14 days of purchase
  • 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)

  • Hire fees are non‑refundable
  • Cancellations made 14+ days before the booking date may receive a store credit
  • No refunds or credits for change of mind
  • 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 you believe your item is faulty or you have received the incorrect garment, please contact info@luxegownboutique.com.au within 48hrs of receiving your order.

Please include clear photos of the fault in your initial email.

Once assessed and approved by our team, you may choose from:

  • Store credit
  • Exchange
  • Refund (faulty items only)

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

International Returns

Luxe Gown Boutique accepts international returns for store credit only, provided the item meets all return conditions.

  • No refunds for international orders unless the item is deemed faulty
  • 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://shopify.com/74024681550/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 are valid for 1 year and may be used on sale items and full priced items.

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.

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.