Returns & Exchanges

You have 30 days from receiving your item to request a return. This page is the plain-English version; our Refund Policy is the formal one.

What can be returned

To be eligible, your item must be:

  • In the same condition you received it — unworn and unused
  • In its original packaging, with tags still attached
  • Accompanied by your receipt or proof of purchase

What cannot be returned

  • Personal care and beauty goods that have been opened or used — serums, oils, lashes, sponges and the lash lift kit, for hygiene reasons
  • Custom or personalised items
  • Sale items and gift cards
  • Hazardous materials, flammable liquids and gases

If you are unsure whether your item qualifies, ask us before sending anything back.

How to start a return

  1. Email contact@luxfyre.com with your order number and what you would like to return.
  2. Wait for us to approve the return. Items sent back without requesting a return first will not be accepted.
  3. If approved, we will send you a return shipping label and instructions for where to send the package.

Return address: [TO CONFIRM: return address]

Damaged, defective, or the wrong item

Inspect your order as soon as it arrives. If something is defective, damaged, or simply not what you ordered, photograph it and contact us immediately so we can put it right. These cases are not subject to the conditions above — they are our mistake to fix.

Exchanges

The fastest way to get the item you actually want is to return the one you have and, once the return is accepted, place a separate order for the replacement. Waiting for an exchange to be processed takes longer.

European Union: 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days, for any reason and without giving a justification. The condition requirements above still apply: unworn, unused, original packaging, tags on, with proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund was approved. If it is, you are refunded automatically to your original payment method within 10 business days. Your bank or card issuer may take additional time to post it to your account.

If more than 15 business days have passed since we approved your return and you still have not seen the money, email contact@luxfyre.com.

See also: Shipping & Delivery and our FAQ.