Returns, Exchanges, Refunds

At Lux Tenebrae, every piece is a work of craftsmanship. To ensure the sustainability of our studio and the satisfaction of our clients, please observe the following policy. All requests must be initiated by emailing jules@luxtenebrae.com within 14 days of receiving your order.

1. Outlet & In-Stock Items

Items purchased from our Outlet or Ready to Ship range are eligible for a refund or credit note.

  • Condition: Items must be unworn, free of stains/odours, and in pristine condition.
  • Trial: Please use undergarments when trying on items for hygiene.
  • Fees: Refunds are processed minus our 4.5% transaction fee (Shopify/Bank charges).

2. Made-to-Order & Bespoke Items

Under the UK Consumer Contracts Regulations 2013, custom-made items are exempt from statutory returns, however we generally try and help in the following ways:

  • Black Leather Bras: If the fit isn't right, we offer a Size Exchange or Credit Note. We will use your feedback to hand-make a replacement that fits perfectly.
  • Coloured Leather: All coloured items are Final Sale and cannot be returned or exchanged.
  • International: Customers outside the UK are responsible for shipping costs on replacement items.

3. Faulty Items

If an item is faulty or not as described, contact us within 14 days with photos. We will provide a repair, replacement, or full refund (including return shipping) as per the UK Consumer Rights Act 2015.

4. How to Return Your Item

  1. Email Us: Contact jules@luxtenebrae.com with your order number.
  2. Pack Carefully: Use a padded envelope. Warning: Do not wrap White leather in coloured tissue paper, as dye transfer will ruin the garment.
  3. Customs (International Only): You must mark the package: "UK RETURN: NO COMMERCIAL VALUE" and declare a value of £5. If this is not done, the package may be rejected at the border or incur taxes we cannot pay.
  4. Address: Lux Tenebrae 55a Brookside, Pill BS20 0LA, UK

5. Refunds & Credit Notes

  • Refunds: Credited to your original payment method (minus the 4.5% fee).
  • Credit Notes: Valid for 12 months across our entire store.