What is LuxeTruc’s returns policy?
Items can be returned for a full refund, excluding delivery costs, within 14 days of delivery. Items must be unworn, undamaged and unused, with all tags attached and in their original packaging. LuxeTruc offers a free collection service for returns. If you are returning from a Delivery At Place (DAP) destination, taxes and duties are non-refundable through LuxeTruc. Made-to-order items cannot be returned.
How do I book a free collection or return in store?
To book a free collection or return in store, go to Orders & Returns in your account or enter your guest order details here. For the free collection service, select courier collection and choose a collection date. You’ll then receive a confirmation email with the next steps. To return in store, select drop-off instead and prepare your package with any return documents. Take it to your chosen location along with your return confirmation email. Returns delivered within the US can be dropped off at any UPS or FedEx store.
I want to return my order but I need my invoice for customs clearance. Will it still be included in my order?
Yes, invoices for customs clearance will still be included in your LuxeTruc order. When you’re preparing your return, you’ll need to include the Return Note outside the LuxeTruc package.
How do I return my item?
To return your item, follow these steps:
- Go to Orders & Returns in your account or enter your guest order details here.
- Find the order you want to return and click Return Item(s).
- Select each item and your reason for returning.
- Choose to book a free collection or return your item in store.
- Prepare your return by placing the item inside the LuxeTruc packaging, attaching the Return Label to the outside of the packaging and including a signed copy of the Return Note.
- Give the Waybill Doc to the courier or take your return to the chosen drop-off point.
What is the Restocking Fee?
No Restocking fee
How do I package my item for return?
To package your item for return, follow these steps:
- Place any unwanted items, along with any brand boxes or cases that came with your order, inside the reusable LuxeTruc packaging.
- Attach the Return Label and a signed copy of the Return Note to the outside of the LuxeTruc packaging. Please do not attach any labels to the designer box or cases that came with your order.
- If you’re returning to multiple locations, please pack the items separately and attach the corresponding Return Label to the outside of each package.
Does my order need to be returned in the LuxeTruc package it arrived in?
We recommend returning your item in the reusable LuxeTruc package provided, but if you’re unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.
Will the courier collect multiple packages?
Yes, your courier may be able to collect multiple packages. If you’re returning items to multiple LuxeTruc brands or partner boutiques, you’ll still need to request a separate collection for each package in your account. If you placed your order as a guest, enter your guest order details here.
When will I receive my refund?
You can track your return using the tracking number assigned to your Return Label. Once your return has been received by our brand or partner boutique, it can take up to 6 calendar days to process. As soon as it’s accepted, we’ll send you a confirmation email. Your refund will be processed to your original payment method. This can take up to 14 days to show in your account, depending on your payment provider.
Will delivery costs & duties be refunded on return?
While we offer a free collection service for all returns, the original delivery cost won’t be included in your refund. If you placed an order to a Delivery At Place (DAP) destination, taxes and duties are non-refundable through LuxeTruc. You may be able to recover these by contacting your local customs office directly. If you placed an order to a Delivery Duties Paid (DDP) destination, taxes and duties are refundable through LuxeTruc.
Can I return my made-to-order item?
No, we are unable to accept returns of made-to-order items, as they are created to your specifications.
If you have any questions about returns or want to request a Return and Refund Policy, please contact us at
Phone: +1 212-951-0031
Email: [email protected]
Address: 442 5th Avenue #2923, Manhattan, NY 10018, USA
