Returns, Refunds & Cancellations

The Luxury Store
Last updated: October 31, 2026

We want you to feel confident in your purchase. We accept returns of eligible new and pre-owned items within 30 days of delivery, including if you change your mind. Return shipping is free using the prepaid return label we provide.

1. Our 30-day return window

Email support@theluxurystore.shop within 30 calendar days after delivery to request a return. Include your order number and the item you wish to return. You may tell us your reason, but a reason is not required for an eligible change-of-mind return.

A request made within this window remains timely while you wait for our instructions. Please send your return within 14 calendar days after we provide the return label and instructions.

2. Return condition

Items must be returned in the condition in which they were delivered, with no additional wear, damage or alterations beyond reasonable inspection. Please include:

• The original tags and any return security seals, still attached.

• The presentation box, dust bags, accessories, spare links and documents supplied with your purchase.

• Your order number or other proof of purchase.

You may carefully inspect your purchase as you would in a shop. Please do not wear or use it beyond inspection, resize it, engrave it, remove bracelet links, or arrange repairs or alterations before deciding to keep it.

Pre-owned items: Existing wear or imperfections present at delivery do not disqualify a return. We assess the item's condition against its condition when supplied, rather than expecting a pre-owned piece to be new.

Packaging, tag and seal requirements do not remove your rights concerning faulty, damaged, incorrect or misdescribed goods, or any mandatory cancellation rights.

3. How to return an item

1. Email support@theluxurystore.shop with your order number and the item you wish to return.

2. We will respond within 2 business days. For an eligible return, we will send a prepaid return label, the return address and packing instructions by email.

3. Pack the item securely with all supplied components. Use our label and the carrier and service specified in our instructions so we can arrange handling appropriate to the item's value.

4. Hand the parcel to the designated carrier within 14 calendar days of receiving the label and instructions. Keep the acceptance receipt and tracking details until your refund is complete.

Please contact us before sending anything back. Returns sent without prior contact may be delayed while we identify the order and arrange inspection; this does not remove any applicable statutory rights.

4. Free return shipping and fees

Return shipping: We cover return shipping for eligible returns, including change-of-mind returns and returns of faulty or incorrect items, using the prepaid label we provide. This applies to orders delivered to any destination we serve.

Restocking fees: We do not charge a restocking fee for eligible returns.

Original delivery charges: For change-of-mind returns, any original delivery charge is non-refundable unless applicable law requires otherwise. If delivery was free, we do not deduct an outbound shipping charge from your refund. For faulty, damaged, incorrect or misdescribed items, we refund applicable original delivery charges as required by law.

Duties and import taxes: Amounts paid directly to customs authorities or third parties must be reclaimed from those parties where reimbursement is available. Any refund of duties or taxes collected by us will be handled in accordance with applicable law.

Contact us before purchasing your own return shipping so we can provide the correct arrangements at no cost to you.

5. Damaged, faulty, incorrect or misdescribed items

Please inspect your purchase after delivery and contact us promptly if it arrives damaged, is faulty, is the wrong item, or differs materially from its description. Include your order number and photographs if available. Keep the packaging where possible to help us investigate.

We will arrange an appropriate remedy, such as a refund, replacement or repair, in accordance with your rights and the circumstances. You will not be charged return shipping for these issues.

The 30-day voluntary return window does not shorten any statutory period for reporting or seeking a remedy for faulty or misdescribed goods.

6. Return exceptions

The following are excluded from voluntary change-of-mind returns only where the exclusion is clearly disclosed before purchase:

• Items personalised, engraved, made to order or altered specifically to your instructions.

• Gift cards, except where refunds are required by law.

New, pre-owned and sale items otherwise follow the same return terms. These exceptions do not remove your rights if goods are faulty, damaged, incorrect or misdescribed.

7. Inspection and refunds

We will inspect your return and notify you of the outcome. We will issue an approved refund within 7 business days after the returned item is delivered to us.

Refunds are made to the original payment method and include the amount paid for the returned item and applicable sales tax, subject to the delivery-charge terms above. We do not require you to accept store credit instead of an eligible refund.

If additional wear, damage, alterations or missing supplied components affect eligibility or the refund amount, we will explain the findings and any proposed reduction or refusal in writing. Any deduction must be permitted by applicable law and reflect the loss in value; we do not deduct for wear present at delivery or reasonable inspection.

We will email you when the refund is issued. Your bank or payment provider may take additional time to post it. If it has not appeared within 10 business days after our refund confirmation, email us so we can help trace it.

8. Exchanges

To choose a different item, return your original purchase under this policy and place a new order. We do not process direct exchanges. Availability and pricing are confirmed when the new order is placed.

9. Order cancellations and item removal

You may request cancellation of your order or removal of an item within 15 minutes after placing the order. Email support@theluxurystore.shop with your order number and use the subject line “Cancellation request — [order number]”. Your email's received time determines whether the request falls within the 15-minute window; you do not need to receive our reply within that time.

We will honour cancellation or item-removal requests received within this window. After 15 minutes, contact us as soon as possible. We will try to help, but cancellation or changes may no longer be possible. If your order has already shipped, you may use the return process for eligible items.

For an accepted cancellation, we will issue the applicable refund to the original payment method within 7 business days of confirming cancellation. Your payment provider may require additional time to post it.

The 15-minute window does not limit any longer cancellation right provided by applicable law.

10. Your consumer rights

This policy operates alongside your applicable consumer rights. It does not limit any mandatory rights relating to cancellation, faulty or misdescribed goods, non-delivery, late delivery, or other legal protections. Where applicable law provides additional or different rights, those rights take precedence.

Business days mean Monday to Friday, excluding public holidays at our business location.

11. Contact us

The Luxury Store
Email: support@theluxurystore.shop

Contact us for return instructions, cancellations, refund updates or help with a damaged or incorrect item. Our business contact details are available on our Contact Information page. The appropriate return address will be included with your return instructions; please do not send a return to a different address without contacting us first.