At Lux on Call we want you to be able to shop with confidence. This page explains in simple terms how returns work, refund times and what to do if there is a problem with an order.
1. Right of withdrawal
If you buy as a consumer, you have the right to withdraw from the purchase without giving any reason, within 14 days of the date the product is delivered, subject to the exceptions provided by applicable law and described further down this page.
To exercise the right of withdrawal, you simply need to let us know your decision within the stated period by writing to [email protected]. After you have told us, you have a further 14 days to send the item to us.
2. How to request a return
The procedure is simple:
- Within 14 days of delivery, tell us you are withdrawing by writing to [email protected]
- State your order number and the item or items you wish to return
- Wait for our written authorisation and the return number
- Before shipping, send us photos of the packed item with the shipping label and the weight of the parcel: we need them as evidence
- Send the item within 14 days of telling us you are withdrawing
Do not send the item without our written authorisation and the return number: you get them by writing to [email protected]. Together with the return number, we will give you the address to send the parcel to.
3. Condition of the returned product
You are liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning, within the limits provided by applicable law.
The item must come back intact, with its original labels and no signs of wear. If possible, send it back in its original packaging.
Before dispatch we document the condition of the item with photos; we use them when checking the return.
If the parcel contains an item different from the one sold, incomplete (without tags, accessories or parts) or not in the condition in which we shipped it (worn, washed, perfumed, damaged or altered), the refund is not made or is reduced by the loss in value, which can be the full amount if the item can no longer be resold. The item may be sent back to the customer at the customer’s expense.
4. Return costs
Return shipping costs are always at your expense.
You choose the shipping service, which must be tracked. We recommend insuring the parcel for the value of the item. The risk of the return transport remains yours.
We recommend recording a short video while you pack the item (with tags and internal code visible), photographing the sealed parcel with the label, and noting the weight; keep the receipt and the tracking code. They are your evidence in case of loss or dispute.
If, for your convenience, we provide a shipping label, its cost is deducted from the refund.
Returns can only be made from the country where you received the order.
For an incorrect, damaged or non-conforming item, the rules in point 7 apply.
5. Refunds
We issue the refund within 14 days of the item reaching us and our checking it. We refund using the same payment method you used for the purchase.
The refund is made only after the item has reached us and we have checked it. If the parcel does not reach us, no refund is made.
If the item has lost value because it has been used more than was needed to try it on, we may deduct the difference from the refund (see also point 3).
6. Delivery costs
The refund includes the cost of the standard outbound shipping you paid.
If you chose a delivery method different from, and more expensive than, the standard one we offer, any additional cost resulting from that choice remains at your expense, within the limits provided by applicable law.
7. Wrong, damaged or non-conforming product
If you receive an item different from the one ordered, a damaged product or a product with a conformity defect, contact us immediately at [email protected], stating:
- the order number;
- a description of the problem;
- any photographs that help to document it.
For transport damage and defects visible on delivery, please write to us within 48 hours of delivery, with photos. This does not limit your rights under the law.
These cases are distinct from a simple change of mind and are handled in accordance with the legal guarantee of conformity and applicable law.
8. Exchanges
Exchanges are not offered. If you would like a different size or colour, make a return and place a new order.
9. Items excluded from withdrawal
The right of withdrawal applies as provided by consumer protection law. The fact that an item is sold at an outlet or discounted price does not automatically exclude it from the right of withdrawal. Any exclusions apply only in the cases specifically provided by applicable law (for example, by way of illustration, products made to measure or clearly personalised, where the legal conditions are met).
10. Worldwide shipping
A return by withdrawal (change of mind) is accepted from Italy, the European Union and the United Kingdom, at the customer’s expense. For orders shipped to other countries (non-EU countries, excluding the United Kingdom), a return is accepted only in case of a defect or an incorrect or non-conforming item: write to us within 48 hours of delivery with photos. Returns are made from the country of delivery. The rights granted by law remain unaffected, including the right of withdrawal of European Union consumers and the legal guarantee of conformity.
For orders shipped outside Italy, return procedures may vary depending on the country of destination. If you are a consumer resident outside Italy, the mandatory provisions of the law of your country of residence may apply, where more favourable. Any customs formalities relating to the return of the product must be assessed case by case depending on the destination: contact us to be guided through the correct procedure for your order.
Need help?
For information about returns, refunds or problems with an order, write to us at [email protected] or contact us directly.