This cancellation and return policy does not apply to any Retail store purchases. If you are made a purchase at our Retail location you must contact us for instructions.
We understand that it is a very important undertaking to order a dress for your special occasion and our cancellation and return policy was formulated with this in mind. It is important to note that our dresses are made to order and once the tailoring process has begun, the materials cannot be reused.
No cancellation may be made after payment is applied.
You can initiate order cancellation before you apply a payment by sending an e-mail to the following address: [email protected].
Orders cancelled by you after payment confirmation is sent are not eligible for refund.
LUXX NOVA reserves the right to cancel an order that we have accepted where exceptional circumstances occur that will not allow us to deliver the product to you in the agreed period and/or with the required characteristics and/or quality. In this case we will notify you by email and promptly refund the full amount of the paid purchase price. You may not claim any damages or costs, and we will have no liability for any damages or costs that arise as a result of LUXX NOVA’s decision to cancel your order.
Your satisfaction is of the utmost importance to us. Upon arrival of your package, you must check the dress to make sure it has been made in accordance with your order specifications. Please try on your dress as soon as possible without altering, washing the dress, or removing its tags.
In case you change your mind regarding your purchase you have the right to return the product (exclusions apply). After receiving it, you must notify us about return within 72 hours of receipt of the wedding dress. All sales are final if a return authorization has not been requested within 72 hours of delivery with absolutely no exceptions. Items returned without authorization are refused and sent back to the sender. All shipping, handling, rush production charges are non-refundable. A $250/dress restocking fee will be assessed on all returns authorized by us. After receiving return authorization from us you will have 72 hours to ship the dress to us.
If you have any questions or concerns regarding your order, please check the FAQ on our website or contact us at [email protected]. All complaints must be addressed within 72 hours of receipt of the wedding dress with absolutely no exception.
Any product returned must be returned unworn, unused and in perfect condition, along with its accessories, all labels, tags and/or designer garment tags still attached, in its original packaging and in the condition and in which you received it from us. Products that are used, damaged, soiled or returned without their original labels and tags, if applicable, may not be returned.
You are responsible for any and all costs associated with the return of the product, and for any damage that occurs to the product while the product is in transit to us.
Where the product is returned in perfect condition, as described herein, we will refund the amount you paid for the returned Product excluding the $250 restocking fee, all shipping, handling, rush production fee. However, please note that we cannot give you a refund before the returned product is delivered back to us. All Credit Card payment will only be refunded to the original Credit Card.
To initiate the return process you need to contact us by sending an e-mail to the following address: [email protected].
Items that cannot be returned or exchanged:
Bridal robes, lingerie, accessories and kids dresses cannot be returned or exchanged.
We will not accept the return of custom sized dresses, which include, but are not limited to, dresses made for you personally, with custom sizing, measurements, lengths and/or specifications.
No returns may be made for dresses on sale and sample sale dresses.
All purchases made using any types of coupon code that provides a discount on a purchased item cannot be returned or exchanged.
In the event that any product is delivered to you damaged or defective, please inform us within 3 days after you receive the product and we will attempt to resolve the issue.
Refunds for the product cost and shipping cost are non-refundable for undelivered packages or refused deliveries. This includes shipments returned to us for non-existent addresses, marked undeliverable by the shipping company or un-paid duty and tax assessed by your country’s customs & import office, or confiscated by your country’s customs and import office for lack of payment. Only orders that follow our Return & Exchange policy will be eligible for a return or exchange.