Returns, Exchanges, Refunds

Returns, Exchanges, & Refunds Policy
At Lux Tenebrae, we want you to love your purchase. Please read our policy carefully, as it outlines your rights under UK law and our procedures for returns, exchanges, and refunds. All requests must be initiated by emailing us at jules@luxtenebrae.com within 14 days of receiving your order.
1. Returns for Outlet and In-Stock Items
  • Eligibility: Items purchased from our Outlet or in-stock items (shipped immediately) can be returned for a refund or credit note if they don’t fit or meet your expectations, provided they are returned within 14 days of receipt.
  • Conditions:
    • Items must be unworn, free of stains, odors, or damage, and safe to handle.
    • Try items on with undergarments for hygiene.
    • If these standards aren’t met, we reserve the right to refuse the return.
  • Process: Email us before sending anything back to receive instructions. Refunds (minus our 4.5% transaction fee and any other incurred costs, per Section 5) are typically processed within minutes of receiving the item, depending on your bank.
2. Returns for Made-to-Order Items
  • Custom-Made Items: All bras and coloured leather items are made to your specifications. Under the Consumer Contracts Regulations 2013, custom-made items are exempt from the statutory right to return unless faulty, not as described, or unfit for purpose.
  • Black Made-to-Order Items:
    • If a black made-to-order item (e.g., a bra) doesn’t fit, you may request a size exchange or credit note within 14 days of receipt, at our discretion.
    • Exchanges are for like-for-like items (e.g., same style, different size). We’ll prepare the new item once the original is returned in perfect condition.
    • International customers must cover shipping costs for the replacement item.
  • Coloured Made-to-Order Items:
    • Due to their bespoke nature and difficulty reselling, coloured items are non-returnable and non-exchangeable unless faulty.
  • Measurement Confirmation:
    • To ensure the best fit, we require customers to confirm measurements for made-to-order items before production. Please use our sizing guide (linked here) and double-check your measurements. Fit issues due to incorrect measurements provided by you are not eligible for returns or exchanges unless the item is faulty.
  • Late Requests:
    • Requests for returns or exchanges must be confirmed by Lux Tenebrae within the 14-day return period. Requests made after this period will not be accepted, except in cases of faulty items.
3. Faulty Items
  • If an item is faulty, not as described, or unfit for purpose, please contact us within 14 days of receipt with details and photos. Under the Consumer Rights Act 2015, you may be entitled to a refund, repair, or replacement, depending on the issue.
  • After 30 days but within 6 months, you may request a repair or replacement. Beyond 6 months, you must prove the fault was present at delivery.
4. How to Return an Item
  • Step 1: Contact Us:
    • Email jules@luxtenebrae.com before sending anything back to receive specific instructions. UK returns are straightforward; international returns require additional steps.
    • Include your order number and reason for return (e.g., fit issue, fault).
  • Timeframe: Items must be received by us within 14 days of delivery.
  • Packaging:
    • Original packaging is not required, but items must arrive in perfect condition. Use a padded envelope or box and pack carefully, especially for white leather (avoid contact with colored materials, including tissue, as dye can transfer).
    • Protect items against rain or transit damage.
  • International Returns:
    • To avoid customs delays or returns being sent back, clearly mark the customs label: “UK RETURN: NO COMMERCIAL VALUE” and declare a value of £5. (You can insure for the full amount.)
    • UK tax (20%) applies to items valued over £15, which may result in undelivered returns.
  • Shipping:
    • Use registered post to track your return. Keep your proof of postage until we confirm receipt, as you’ll need it to claim through your postal service if the item is lost.
    • Customers are responsible for return shipping costs unless the item is faulty.
  • Return Address:
    Lux Tenebrae
    55a Brookside, Pill
    BS20 0LA, UK
5. Refunds and Credit Notes
  • Refunds:
    • For eligible Outlet or in-stock items, refunds are issued to the original payment method, minus our 4.5% Shopify transaction fee and any other costs incurred (e.g., special patterns or fittings).
    • Refunds are processed promptly upon receiving the item, and we’ll email you to confirm. Timing depends on your bank.
  • Credit Notes:
    • For made-to-order black items or as a goodwill gesture, we may issue a credit note, minus our actual losses (e.g., transaction fees, production costs).
    • Credit notes are valid for 12 months and can be used toward any purchase on www.luxtenebrae.com.
  • Faulty Items: If an item is confirmed faulty, we’ll issue a full refund, including return shipping costs, or offer a repair/replacement, as per UK law.
6. Exchanges
  • Eligible Items: Outlet items and black made-to-order items (e.g., bras) within 14 days of receipt.
  • Process:
    • Email us to initiate an exchange and confirm sizing (we may suggest tweaks for the best fit).
    • Return the original item in perfect condition. Once received, we’ll ship the replacement.
    • International customers cover shipping costs for the new item.
  • Coloured Items: Not eligible for exchanges due to their custom nature.
7. Important Notes
  • Non-Returnable Items: Coloured made-to-order items and any items returned after the 14-day period (unless faulty) are not accepted.
  • Hygiene and Condition: Items must be tried on with undergarments and returned in their original condition. We reserve the right to refuse returns that are worn, damaged, or unhygienic.
  • Lost Returns: We’re not responsible for returns lost in transit. Use a trackable service and retain proof of postage.
  • Contact: For all return or exchange requests, email jules@luxtenebrae.com with your order details.
We’re here to help ensure you’re delighted with your Lux Tenebrae purchase. If you have questions about sizing or this policy, please reach out before ordering.
Last Updated: May 2025