Returns, Refunds, Exchanges

Because we make most items to order we don't by law have to accept returns or exchanges, but none of us want to live in that kind of world so in practice, we usually take your returns and resell them on our Outlet page. You get a better service and we don't lose money, it's a win-win as long as you don't abuse our free postage offer. 

The first step is to email us before you put anything in the post.

INTERNATIONAL RETURNS - We need to do a specific procedure to make sure your item is return without extra tax being added at the border. 

 

RETURNS 

Please send items straight back within 14 days of receipt. 

We do have some guidelines for returning BOTTOMS:

- Please make sure you wear something underneath when trying
the size of the bottoms.
- Any bottoms returned have not been damaged, washed
or worn and do not contain any stains or smells.
- If the returned bottoms do not meet the above standards,
we will refuse the returned product. You won't believe it but it has happened. Yuk.

HOW TO RETURN SOMETHING TO US.

1. Email us to check for any special instructions UK is easy, International has an extra step
2. You don’t have to send it back in the original packaging – padded envelopes are fine, the goods must be returned in perfect condition, so pack carefully, especially anything in white leather - don't let white leather sit next to anything coloured.
3. Send it back to us: Lux Tenebrae, 55a Brookside, Pill, BS20 0LA, UK
4. Use registered post, and keep your receipt/proof until you know it has arrived, if it doesn’t arrive here you'll need to claim against your postal service.
5. INTERNATIONAL Avoid customs charges incurred for returning goods back to us by marking your customs docket UK RETURN : NO COMMERCIAL VALUE. And put the value as £5- you can still insure for the full amount, but in the UK, tax is paid at 20% on everything coming in over £15. 
6. You will receive your refund usually within minutes – it all depends on your bank. We’ll send you an email to confirm.

 

EXCHANGES

Exchanges are generally quick and easy if it's like for like, email us first to check for any special instructions (usually so we can improve the fit for you), then there's two ways to do your exchange:
Quickest - Order a new set online and return what you have to us - we'll refund you when it arrives
Slowest - Return what you have and we'll start making your replacement when it's safely back at the studio

Please consider buying tracking for your exchange, otherwise we will send it out under the free post system guaranteed for only £20.

You can purchase tracking here https://www.luxtenebrae.com/collections/postage

EU - please read here to avoid being charged VAT on your exchange. You must get your EU export number from Brussels BEFORE you put anything in the post. 

HOW TO RETURN SOMETHING TO US FOR EXCHANGE.

1. Email us to check for any special instructions
2. You don’t have to send it back in the original packaging – padded envelopes are fine, the goods must be returned in perfect condition, so pack carefully, especially anything in white leather - don't let white leather sit next to anything coloured.
3. Send it back to us: Lux Tenebrae, 55a Brookside, Pill, BS20 0LA, UK
4. Use registered post, and keep your receipt/proof until you know it has arrived, if it doesn’t arrive here you'll need to claim against your postal service.
5. INTERNATIONAL Avoid customs charges incurred for returning goods back to us by marking your customs docket UK RETURN : NO COMMERCIAL VALUE. And put the value as £5- you can still insure for the full amount, but in the UK, tax is paid at 20% on everything coming in over £15. 
6. You will receive your refund usually within minutes – it all depends on your bank. We’ll send you an email to confirm.