Refund policy

LUXMII OFFERS 30 DAY RETURNS 

ALL CUSTOMERS MUST EMAIL US IN ORDER TO START THE RETURN PROCESS.

Please contact our customer experience team at media@mnelenbyra.com to start your return.

APPLICABLE TO ALL RETURNS: 

  • CONDITION - All returns must be in their original condition, with tags attached. We will not accept tampered or worn returns. If the item does not meet expectations, you will be notified via email.

  • TIME FRAME - You must media@mnelenbyra.com within 7 days of receiving your order to be eligible for a return. All returns must then be returned back to our warehouse within 30 days of purchasing.

  • FULL PRICED ITEMS - Eligible for a refund or digital store credit* valued at 110%.  Returns eligible for a refund that are not returned within the 30 day window, will automatically be issued a digital store credit instead. Orders placed using the 10% welcome code only, is also eligible for a refund. *If you opt for a store credit, you will receive a complimentary returns label. 

  • SALE OR PROMOTIONAL ITEMS - Any items purchased at a reduced price is NOT eligible for a refund. This includes any styles marked down during a flash sale or use of discount codes (excluding the 10% welcome code). You will therefore be issued a digital store credit valid for 3 years or product exchange. 

  • FINAL SALE ITEMS - Items purchased during events, offers or sale periods that are discounted at 40% or more are final.  They cannot be returned for a refund, exchange or digital store credit. 

  • CUSTOM FIT SOLUTIONS/ MADE-TO-ORDER - Items that have been modified by our atelier to better fit your body shape, are final and cannot be returned for a refund, exchange or digital store credit. 

  • EXCHANGES -  We offer worldwide exchanges on all items purchased at full price and on eligible sale items. 

  • STORE CREDIT VOUCHERS/GIFT CARDS - cannot be returned or exchanged for cash. If you need to return a purchase made with a store credit voucher or gift card, a new gift card will be issued.

  • RETURNING UNWANTED SIZE  -  If you have purchased the exact same item in (2) two different sizes and they were purchased at a discount, you may return one of the sizes for a full refund. If you are returning both, the other will remain as a digital store credit.  This offer is not available to pre-order items. Please check our Pre-order Policy for more information.

  • FAULTY ITEMS – Items that are deemed faulty will either be replaced free of charge, refunded or a store credit valued at 120% will be issued.  If you believe you received a faulty item, please media@mnelenbyra.com immediately. 

  • OUTBOUND SHIPPING - Are non-refundable. 

  • AFTERPAY/SEZZLE/KLARNA - Our systems do not support refunds on orders paid via these payment apps. Your return will therefore be processed as a digital store credit valid for 12 month. 

  • RETURNS RECEIVED IN UNSELLABLE CONDITION - All items must be in their original condition with all tags attached and no sign of makeup stains or deodorant marks.  If deemed 'unsellable' we will issue a digital credit note valid for 12 months, minus a $50 admin cleaning fee. If any signs of alterations or general wear is visible, your return request will be rejected and returned back to sender. 

  • RETURN SHIPPING  - Shipping costs for returned items are covered by the customer or a subsidised return label may be provided to you via email if your order meets our eligibility requirements. We highly recommend purchasing tracking as we are not responsible for lost/missing parcels.

  • FREE RETURNS - Only eligible for items purchased at full price and requesting a digital store credit voucher only.  You will receive a pre-paid shipping label vie email. 

  • CUSTOM CHARGES - Any reverse duties & taxes if any, are the responsibility of the customer.  

PRE-ORDER RULES 

  • GENERAL RETURNS - Any items purchased as a pre-order is eligible for a digital store credit or exchange only.  Our standard exchange rule applies. 

  • CANCELLATIONS - We do not accept cancellation of pre-orders before dispatch, as the item(s) are made-to-order.  You can however wait for your pre-order to arrive, and should you wish to return it then, you may do so for a digital store credit only.  

  • RETURNING UNWANTED SIZE - If you have purchased the exact same item but in two different sizes, you may return one of the sizes for a digital store credit only. 

  • DELIVERY DELAYS - expected delivery dates are an estimation only and are based on production timeline and logistics.  Unforeseen circumstances can occur that can cause delays and are beyond our control so we thank you for your ongoing patience and understanding. 

Please contact our customer experience team at media@mnelenbyra.com to start your return.