At Lux Lair Store, we approach every detail with meticulous care—from the selection of our fine leathers and metals to the assurance of your complete satisfaction. Should an item not meet your exacting standards, our returns and exchange process is designed with the same commitment to simplicity, security, and refined service that defines your entire experience with us.

Our Policy in Brief:

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unworn, unused, in original packaging, with all tags attached.
  • Process: Initiate a return via email, ship the item back, and await confirmation and refund.
  • Refunds: Issued to the original payment method within 14 business days of receipt.

The Returns & Exchanges Process

To ensure a seamless and efficient process, please follow these steps:

Step 1: Initiate Your Request

Within 15 days of receiving your order, please contact our Customer Experience team at [email protected] with the subject line “Return/Exchange Request”. To expedite the process, include the following information in your email, or use the template provided below.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Lux Lair Store Team, I would like to initiate a [Return / Exchange] for my recent order. Order Number: [Your Order Number] Date of Delivery: [Date You Received the Package] Item(s) for Return/Exchange: [Product Name, SKU if available] Reason: [Please specify, e.g., size, fit, etc.] For exchanges, my preferred replacement item is: [Product Name and Size/Color, if applicable]. I confirm that the item(s) are in their original, unworn, and unused condition, with all packaging and tags intact. Please provide the return shipping instructions and address. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Step 2: Await Authorization & Instructions

Our team will review your request within 1-2 business days and email you a Return Merchandise Authorization (RMA) number along with detailed shipping instructions and the return address. Please do not ship any items back without this authorization.

Step 3: Ship Your Return

Securely package the item(s) in their original packaging, include the RMA number clearly on the outside of the package, and ship them to the provided address. We strongly recommend using a trackable and insured shipping service. The customer is responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective item).

Step 4: Refund or Exchange Processing

Once we receive and inspect your return, we will notify you via email.

  • For Refunds: Your refund will be processed, and a credit will be applied to your original method of payment (Visa, MasterCard, JCB, or PayPal) within 14 business days of our receipt of the item. The timing of the credit appearing on your statement depends on your card issuer or PayPal.
  • For Exchanges: Your replacement item will be processed for shipment using our standard shipping procedures. You will receive a new tracking number once it is dispatched.

Important Considerations

Non-Returnable Items

In alignment with our dedication to quality and hygiene, and as suggested by the personal nature of certain items in our collection, the following products are final sale and cannot be returned or exchanged:

  • Jewelry & Bracelets: Due to the intimate nature and hygiene considerations.
  • Belts & Cummerbunds: Once sized or altered, they cannot be resold as new.
  • Hats & Handkerchiefs: For personal hygiene reasons.
  • Any item not in its original condition (worn, used, damaged, or missing tags/ packaging).

We advise careful consideration of size and style when purchasing these curated pieces.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected]. We will arrange a prepaid return label and expedite a replacement or refund at no cost to you.

International Returns

As a global brand (serving all regions except Asia and certain remote areas), customers are responsible for any duties, taxes, or customs fees incurred on the returned shipment. Refunds will be issued for the product cost only; original shipping charges are non-refundable.

For any questions regarding our Returns & Exchanges policy, our dedicated team is here to assist.

Lux Lair Store
Attn: Returns Department
1070 Green Avenue, Oakland, CA 94609, United States
Email: [email protected]

Thank you for your trust in Lux Lair Store. We are committed to ensuring your experience with us reflects the timeless quality and integrity of every piece in our collection.