Returns, Exchanges, Refunds
Returns, Exchanges, & Refunds
Returns for Outlet and In-Stock Items
If you order from our Outlet or an in-stock item shipped immediately and it doesn’t fit, returning it for a refund* is simple—no quibble, no fuss.
If you order from our Outlet or an in-stock item shipped immediately and it doesn’t fit, returning it for a refund* is simple—no quibble, no fuss.
Returns for Made-to-Order Items in Black
For black items custom-made to your order that don’t fit, you’re eligible for a remake size exchange or a credit note.
For black items custom-made to your order that don’t fit, you’re eligible for a remake size exchange or a credit note.
Returns for Made-to-Order Items in Colors
Unfortunately, we can no longer accept returns on colored items. As these are made to order, we’re not legally required to offer returns or exchanges, and they’re often tricky to resell on our Outlet page.
Unfortunately, we can no longer accept returns on colored items. As these are made to order, we’re not legally required to offer returns or exchanges, and they’re often tricky to resell on our Outlet page.
All Returns
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First Step: Email us before sending anything back.
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Timeframe: Return items within 14 days of receipt.
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Guidelines:
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Try items on with undergarments underneath.
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Items must be unworn, free of stains or odors, and safe to handle.
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If these standards aren’t met, we’ll refuse the return.
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How to Return an Item
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Email Us: Check for special instructions—UK returns are straightforward; international returns have an extra step.
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Packaging: Original packaging isn’t required—padded envelopes work—but items must arrive in perfect condition. Pack carefully, especially white leather (avoid contact with colored materials, even tissue, as dye can transfer). Protect against rain or damage during transit.
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International Returns: To avoid customs delays or returns being sent back to you, mark the customs label clearly: “UK RETURN: NO COMMERCIAL VALUE” and declare a value of £5. (You can still insure for the full amount.) UK tax applies at 20% on items over £15, which may result in undelivered returns.
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Send To: Lux Tenebrae, 55a Brookside, Pill, BS20 0LA, UK
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Shipping: Use registered post unless you’re okay with the risk of loss. Keep your receipt/proof of postage until we confirm receipt—if it doesn’t arrive, you’ll need to claim through your postal service.
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Refund Timing: Refunds are typically processed within minutes, depending on your bank. We’ll email you to confirm.
Exchanges
Exchanges are quick and easy for like-for-like swaps. Email us first for any special instructions (often to tweak the fit). While you return the original, we’ll prepare your exchange item to ship once it arrives at our studio. International orders will need to cover shipping costs for the new item.
Exchanges are quick and easy for like-for-like swaps. Email us first for any special instructions (often to tweak the fit). While you return the original, we’ll prepare your exchange item to ship once it arrives at our studio. International orders will need to cover shipping costs for the new item.
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Eligible Items: Outlet items and most made-to-order items in black.
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Bras: All bras are made to order. Black bras that don’t fit qualify for a remake size exchange or credit note. Colored bras are not returnable.
Refunds Explained*
Lux Tenebrae incurs a 4.5% transaction fee per order, even if it’s later canceled. For returned or canceled orders, we issue a credit note minus our actual losses from the cancellation—typically just the Shopify transaction fee, though occasionally other costs (e.g., special patterns or fittings) may apply.
Lux Tenebrae incurs a 4.5% transaction fee per order, even if it’s later canceled. For returned or canceled orders, we issue a credit note minus our actual losses from the cancellation—typically just the Shopify transaction fee, though occasionally other costs (e.g., special patterns or fittings) may apply.