Returns

Looking to swap your item for a different size? Click here to view our Fast Size Exchange Procedure.

At Lux Tenebrae, our pieces are handcrafted with exceptional craftsmanship. To protect the sustainability of our independent studio, we operate a strict policy regarding returns and store credits.

All return requests must be initiated by emailing jules@luxtenebrae.com within 14 days of receiving your order.

1. Am I Eligible for a Return?

Return eligibility depends entirely on how the item was purchased and configured:

Ready-to-Ship (Stock & Outlet):

  • Any item marked for next-day delivery is eligible for a return and product credit back to your original payment method.
  • Please note: Large or high-value orders are subject to a restocking fee to cover processing and handling costs.

 

Standard Made-to-Order (Plain Black Leather Only):

  • Standard sizes ordered with zero alterations or custom requests are eligible for a studio credit note.

 

Strictly Final Sale (Non-Returnable):

  • Coloured, White, or Perforated Black Leathers: Due to the extreme scarcity of these hides, these items are strictly non-returnable.
  • Personalised Items: If you used the "Special Instructions" box at checkout to request specific colours, tweaks, hardware changes, or measurement adjustments, your item was handcrafted exclusively to your personal specifications. Under UK law, personalised items are strictly final sale and cannot be returned, credited, or exchanged under any circumstances.

2. Condition & Hygiene Requirements

To safeguard hygiene and quality, returned items must be in pristine, unworn, and unwashed condition, completely free of stains, marks, perfumes, or odours.

  • Trial: Please ensure all garments are tried on over undergarments. Items failing inspection will be returned to the sender.
  • Transaction Fees: All processed credits back to your original payment method are subject to a deduction of our standard 4.5% payment processing fee (Shopify/bank transaction charges).

3. How to Process Your Return

Step 1: Contact Us First

You must email jules@luxtenebrae.com with your order number before shipping any items. As a small studio, we must log your request in advance. Unannounced packages will be rejected by the studio.

Step 2: Pack with Care

Secure your item in a padded envelope.

⚠️ CRITICAL: Do not wrap White leather in coloured tissue paper. Dye transfer will permanently ruin the garment and void your return.

Step 3: Postage & Weight (UK Customers)

You are solely responsible for ensuring the correct postage rate and weight are paid. Lux Tenebrae will not pay release fees for underpaid postage. If a package arrives with outstanding fees, it will be left with the carrier to be returned to sender.

Step 4: Customs Declarations (International Customers Only)

When shipping from outside the UK, you must fill out your customs form (CN22/CN23) precisely as follows:

  • Clearly write: "UK RETURN — GOODS RETURNING TO MANUFACTURER"
  • Declare a commercial value of: £5

If these instructions are not followed, the package will incur steep import taxes at the UK border, will be automatically rejected, and will be returned to you by the courier.

Step 5: Studio Address

Our secure return shipping address will be provided directly via email once your return request has been formally logged and approved.

4. Faulty Items

In the rare event that an item arrives faulty or not as described, please contact us within 14 days with clear photographs. If verified, we will arrange a swift repair, replacement, or full credit (including return shipping costs) in accordance with the UK Consumer Rights Act 2015.