EU Right of Withdrawal, Authenticity, Sourcing & Returns

Last Updated: October 2026

At L’LUXE, we carefully curate our collection of Previously Owned authentic designer goods, Ready-to-Wear, accessories and specially sourced pieces.

Because many of our products are individually sourced, limited in availability or Previously Owned, certain return conditions may vary depending on the product and the customer’s location.

Nothing in this policy is intended to exclude, restrict or replace any consumer right or remedy that cannot legally be waived.

1. EU Right of Withdrawal

Customers located in the European Union may have a statutory right to withdraw from an eligible online purchase within 14 days of receiving the order, without having to provide a reason, subject to applicable consumer protection laws and any lawful exceptions.

To exercise the right of withdrawal, the customer must notify L’LUXE within the applicable 14-day period. After notifying us, the item must be returned within the period required by applicable law.

Items must be returned with all original packaging, accessories, dust bags, cards, tags and other materials supplied with the order whenever applicable.

Customers may inspect an item to the extent reasonably necessary to establish its nature, characteristics and functionality. If an item has been handled beyond what is reasonably necessary, L’LUXE may be entitled to deduct an amount reflecting any resulting reduction in value, where permitted by law.

Unless L’LUXE has agreed to bear the return cost or applicable law provides otherwise, the customer is responsible for the direct cost of returning the item when the customer was properly informed of this responsibility.

No 10% return/restocking fee is imposed solely because an eligible EU customer exercises a statutory right of withdrawal.

Example

If an eligible customer in France receives an order on September 1, the customer would generally have until September 15 to notify L’LUXE that they wish to exercise their right of withdrawal, subject to applicable law and any relevant exceptions.

2. L’LUXE General Return Policy

For eligible returns that are not being made under a mandatory statutory right of withdrawal, a return request must be submitted within 14 days of delivery.

Returned merchandise must be in substantially the same condition in which it was received and must not have been worn, used, altered, washed, damaged or modified.

Original tags, packaging, authenticity materials, dust bags, accessories and any other components supplied with the item must be returned with the merchandise.

Eligible discretionary returns may be subject to a 10% return/restocking fee where permitted by applicable law. The fee is deducted from the approved refund amount.

Example

If an eligible item valued at C$1,000 is returned under the L’LUXE discretionary return policy and a 10% return/restocking fee applies, the fee would be C$100. The remaining eligible refund would therefore be C$900, before any other permitted deductions or non-refundable charges.

The 10% return/restocking fee does not override consumer rights that cannot legally be waived or restricted.

3. Previously Owned Designer Items

Previously Owned merchandise may naturally show signs of prior use, age, handling or storage. These characteristics may include light scratches, creasing, patina, hardware wear, interior marks or other signs consistent with previous ownership.

We make reasonable efforts to describe each item accurately and provide photographs showing its condition. Customers should carefully review the complete product description, measurements, condition notes and photographs before purchasing.

A characteristic that was clearly disclosed in the product description or reasonably visible in the photographs before purchase is not considered an undisclosed defect merely because the item is Previously Owned.

4. Authenticity

L’LUXE is committed to offering authentic designer merchandise. Previously Owned designer products are sourced through established professional suppliers and are reviewed according to the authentication procedures applicable to the item and source.

For eligible brands and items, authentication is performed using Entrupy. Following your purchase, L’LUXE emails you the electronic Entrupy Certificate of Authenticity associated with your eligible piece.

If a customer believes that a Previously Owned designer item is not authentic, L’LUXE may request credible written documentation from a qualified professional authentication service in order to investigate the claim.

L’LUXE is an independent retailer and is not affiliated with, endorsed by or sponsored by the designer brands whose products may be offered on our website, unless expressly stated otherwise.

5. Specially Sourced & Limited-Availability Products

Certain L’LUXE products are individually or specially sourced or are available only in limited quantities.

Product availability may therefore change before supplier confirmation. If an ordered item becomes unavailable before fulfilment, L’LUXE will contact the customer and provide appropriate options, which may include an alternative item or cancellation and refund.

Any return limitation applying to a specially sourced, customized or made-to-order product will be disclosed where required and remains subject to mandatory consumer protection law.

6. Items Not Eligible for Discretionary Return

Subject to applicable consumer protection laws, certain products may not qualify for a discretionary return. These may include:

• Customized or personalized merchandise
• Made-to-order merchandise
• Items altered at the customer’s request
• Items returned outside the applicable return period
• Items showing wear, use, damage or alteration after delivery
• Items returned without required components, tags or accessories
• Items specifically identified as Final Sale where legally permitted

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

7. Return Authorization

Customers must obtain return authorization from L’LUXE before sending merchandise back.

Return requests may be submitted through the L’LUXE Return Portal:

account.lluxeshop.online

Return instructions and the applicable return address will be provided after the request has been reviewed.

Please do not return merchandise to an address shown on an original shipping label unless L’LUXE specifically instructs you to do so.

8. Return Shipping

For discretionary returns, return shipping costs are normally the responsibility of the customer.

Where the return results from an incorrect item, confirmed defect, significant misdescription or another matter for which L’LUXE is legally responsible, return costs will be handled in accordance with applicable law.

Customers should use a tracked and adequately insured shipping service. To the extent permitted by law, customers remain responsible for returned merchandise until it reaches the designated return location.

Original shipping charges are non-refundable under the L’LUXE discretionary return policy except where required by applicable law.

9. Refunds

Once an authorized return is received, it will be inspected before a refund is approved, except where applicable law requires otherwise.

Approved refunds will be returned to the original payment method, subject to any deductions permitted under this policy and applicable law.

For an eligible discretionary return, this may include the applicable 10% return/restocking fee.

Processing times after a refund is issued may vary depending on the customer’s bank, credit-card issuer or payment provider.

10. Damaged, Defective, Incorrect or Significantly Misdescribed Orders

If merchandise arrives damaged, defective, incorrect or significantly different from its description, please contact L’LUXE promptly.

L’LUXE may request photographs of the merchandise, packaging and shipping materials in order to investigate the issue.

These claims are reviewed separately from ordinary discretionary returns and will be handled in accordance with applicable consumer protection law.

11. Consumer Rights

This policy is intended to operate alongside applicable consumer protection laws. Nothing in this policy is intended to exclude, restrict or replace any statutory right or remedy that cannot legally be waived.

If a provision of this policy conflicts with a mandatory consumer protection law applicable to a particular transaction, the mandatory legal requirement will apply.

12. Contact L’LUXE

For return requests, questions regarding an order or information regarding applicable withdrawal rights, please contact L’LUXE through the contact information provided on our website.

www.lluxeshop.online