At Lux Avenue, we want you to be completely satisfied with your jewellery purchase. We understand that circumstances may arise where a return or exchange is necessary. Please read our Returns Policy carefully for a smooth process.
14-Day Return Policy:We offer a 14-day return policy starting from the date of receipt. To be eligible for a return, the item must meet the following criteria:
- The product is in the same condition as received - unworn, unused, unopened, with tags, and in its original packaging.
- The return request is initiated within 14 days of receiving the item.
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A valid proof of purchase, such as the receipt or order confirmation, must be provided.
To start a return, please contact us here. Once your return is accepted, we will provide you with detailed instructions on how, when, and where to send your package. Items sent back without prior authorisation will not be accepted.
Return Address:Returns should be shipped/mailed to the following address: 95, Nazju Ellul Street, Gzira, Malta. If applicable, please send the tracking number to us via e-mail.
Unless the products are found to be defective, damaged, or not in accordance with the specifications outlined in your order acknowledgment, you are required to bear the return shipping costs. We recommend using a registered mail service, as the proof of shipping alone is not considered proof of receipt. Should the products be determined as faulty, the postage costs will be refunded.
Damages and Issues:Inspect your order upon receipt. If the item is defective, damaged, expired, in exceptionally bad condition, or if you receive the wrong item, contact us immediately here. We will evaluate the issue and work to make it right if the return is approved.
Exceptions / Non-Returnable Items:Certain items cannot be returned, including:
- Custom purchases/products (e.g., Special Orders or Personalised Items)
- Earring sets (due to hygienic purposes)
- Opened and/or used products
- Personal care goods (e.g., beauty products)
- Sale items or gift cards/vouchers
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Free gifts
If you have questions about the eligibility of your specific item, please reach out to us.
Product Exchange:Lux Avenue allows product exchanges for store credit within 30 days from the date of purchase. To initiate an exchange, follow the return process mentioned above and then make a separate purchase for the new item you wish to acquire.
Refunds:We will notify you once we’ve received and inspected your return, and will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, where possible. Please remember that it may take some time for your bank or credit card company to process and post the refund. If the product was paid by cash, alternative arrangements will be made upon mutual agreement.
For any questions or concerns regarding returns, feel free to reach out to us here.
Thank you for choosing Lux Avenue!