We understand that, on occasion, you may need to return an item. Due to the nature of the products we sell, returns are not always possible.

Before returning any items, you must contact our customer service team by email to ensure your return can be approved and processed correctly. Only once a return has been approved should you follow the steps outlined below.

You cannot return an item if:

• The product has been opened
• The product has been used
• The product was purchased from our Outlet or Clearance section
• The product is a Mystery Gift, Bundle, or Daily Deal where returns are excluded
• The product is non-returnable for hygiene reasons

If a product has been opened and you are unhappy with it or feel it is unsuitable, we are unable to accept a return. We do not offer a money-back guarantee.

You can return an item if:

• The product has not been opened or used
• The item is in a perfect, resalable condition
• The item is returned within 14 days of receiving your order

To return an item, please download and print the returns form here, complete it, and include it with the goods. Items should be returned either via our InPost Locker returns service or using a courier of your choice. Returns sent without a completed returns form cannot be processed.

Any items returned without a returns form will be disposed of after 30 days.

Delivery charges paid on an order are non-refundable. Where free delivery was applied, the original postage and packaging costs covered by Luxurious Look will be deducted from the refund amount, in line with our return fees.

Please download and print our returns form before sending any items back to us.

Once completed, return your items using your preferred courier service or via the Post Office. We recommend using a tracked service, as we are unable to accept responsibility for returns that are in transit and have not been physically received at our premises. We also cannot be held responsible for any damage that occurs while your return is in transit.

Return postage is at your own cost and risk.

Luxurious Look Returns Department
Unit 4 Daughters Court
Silkwood Park
Ossett
Wakefield
WF5 9TQ

We aim to process all returns within 3 working days of receiving them. We recommend keeping your proof of postage, as this allows you to track when your parcel has arrived back with us.

All refunds will be issued to the original payment method used and may take 3 to 7 working days to appear, depending on your payment provider.

Delivery charges will be refunded in certain circumstances, such as where an entire order is found to be faulty or incorrect.

If the products are not faulty and the order was fulfilled correctly, delivery charges are non-refundable, as the delivery service has already been provided.

Your right to return an item remains the same whether it was purchased using a gift voucher, a payment card, or a combination of both.

If your order was paid for entirely with a gift voucher, any refund will be credited back to the gift voucher. Where a combination of a gift voucher and another payment method was used, the alternative payment method will be refunded first, with any remaining balance credited to the gift voucher.

If you believe a product has a faulty pump, please contact us before returning the item.

In many cases, this can be caused by an airlock within the bottle. Our team can guide you through how to release it so the pump works as intended, without the need to return the product.

If a product has been opened or used, meaning the manufacturer or factory seal is no longer intact or the packaging has been damaged, it will not be eligible for a return or refund.

If an item is returned to us and is found to have been opened, used, is not in a resalable condition, or does not pass our UV light checking process, we will contact you to advise next steps. You may then choose whether you would like the item to be disposed of, or returned to you at your own cost. No refund will be issued for items that are not in a resalable condition.

Return postage is at your own cost and risk. We recommend returning items using a tracked delivery service. Please clearly state the reason for return on the returns form and confirm whether you are requesting a refund. We cannot accept liability for returns that are not physically received by us, or for any damage that occurs while items are in transit.

If a pre-paid returns label has been issued, please keep a copy until your return has been fully processed. Where proof of postage is requested, all relevant details must be provided, including the date and time of posting.

Delivery charges paid on the original order are non-refundable. Where free delivery was applied, the delivery costs incurred by Luxurious Look will be deducted from the refund amount in line with our return fees.

If your order included a free gift, this must also be returned before a refund or replacement can be processed.

Once a refund has been issued, you will receive a confirmation email detailing the amount refunded and the items received back. Refunds can only be made to the original billing details used when placing the order.

We aim to process returns as quickly as possible and you should receive confirmation within 5 working days of us receiving your return.

If you exercise your right to cancel after 14 days from receiving your order, any returned items must be in perfect resalable condition, with both inner and outer packaging fully intact. In these circumstances, a 25% re-stocking charge will apply.

All orders are processed in GBP (Great British Pounds) and refunds will be issued in GBP. Luxurious Look cannot be held responsible for any exchange rate charges applied by banks or payment providers when processing refunds. These charges remain the responsibility of the customer.

There may be occasions where you need to return an item for a reason not covered above. The sections below provide further guidance on returns relating to:

• Damaged, missing, or incorrect items
• Faulty products
• Product reactions
• Refused or undeliverable parcels

To allow us to investigate any claims relating to faulty or damaged products, both the item and all related packaging must be returned to Luxurious Look. Unfortunately, we are unable to process these claims without the original packaging, as it is required for logging and review by the manufacturer.

If a parcel is received with an item missing, we are unable to offer a direct refund. In these cases, a replacement item will be sent instead.

Please note that refunds cannot be processed more than 90 days (3 months) from the original purchase date. If your order falls outside this period but is still eligible for resolution, we will offer a replacement or store credit where appropriate.

Please inspect your order carefully upon receipt. Any damaged items, shortages, or incorrect products must be reported to Luxurious Look in writing within 24 hours of delivery. Your report must include full details of the issue, along with clear photographs of all packaging and contents.

If a return, refund, or replacement is required, Luxurious Look will provide full guidance on the next steps during email correspondence. This process may include completion of a Non-Receipt of Goods Declaration Form.

We are unable to accept responsibility for any damages, shortages, or incorrect items reported outside of the 24-hour reporting period.

If you believe an item you have received is faulty, please report this in writing as soon as possible, providing full details of the issue.

Returns relating to faulty products are reviewed on a case-by-case basis, and the decision on return eligibility remains at the discretion of the Luxurious Look team.

Depending on the nature of the fault, you may be asked to complete a Product Query Form, and the item(s) may need to be returned to the manufacturer for further testing.

If a return, refund, or replacement is required due to a confirmed fault, Luxurious Look will provide full instructions during email correspondence.

If you experience a reaction to a product, please report this in writing to Luxurious Look as soon as possible. Customers must notify us of any product reactions within 28 days of receiving their order.

Depending on the nature of the issue, you may be required to complete a Product Reaction Authorisation Form, and the product(s) concerned may need to be returned to the manufacturer for further assessment. Where required, the form must be completed in full within 48 hours of being issued and must be accompanied by photographs of the reaction.

Photographs must be taken within 24 hours of the reaction occurring. In some cases, you may be advised to contact the brand directly. This will be confirmed by our Customer Services team.

If a parcel is returned to Luxurious Look due to an incorrect delivery address being provided, or because it was not collected from the local postal office or depot, a £5.00 re-delivery charge will apply. Full details of these charges are outlined on our returns page.

If a parcel is returned to us, we will contact you by email. If we do not receive a response within 5 working days, the order will be cancelled and refunded in line with our returns policy. A £10 processing fee will be deducted.

If you choose to cancel the order rather than have it re-sent, the original postage and packaging costs covered by Luxurious Look, including where free delivery was applied, will be deducted from the refund in line with our returns policy. A £10 processing fee will also apply.