Returns & Shipping

Returns & Warranty

Return Information

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@luxienz.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. You are required to cover your return postage with NZ Post directly to post to the local NZ return address.

Items sent back to us without first requesting a return will not be accepted.

  • NZ customers are required to cover their return postage with NZ Post directly to post to the local NZ return address.

You can always contact us for any return question at support@luxienz.com or via the live chat or contact page.

Damages and Issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items 

Unfortunately, we cannot accept returns on gift cards.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

1 Year Warranty on All Products

We offer a 1 year Manufacturer's Warranty on all products sold at Luxie NZ, starting from date of purchase. That means that if your product becomes defective due to poor workmanship or defect, Luxie NZ will repair, replace or refund your item partially or in full at our discretion.

This warranty does not cover

  • Damage of a product resulting from negligence
  • Damage of a product resulting from unauthorized modification of the product
  • Damage caused by natural disaster
  • Theft or loss of the product

Shipping and Order Processing Time

Processing Time

All our orders are processed and shipped out within 3 business days (Monday-Friday).

After the order is shipped out and received by the carrier, we will update you with a Track-and-Trace code with which you can follow your package and see the remaining shipping time.

Shipping Address Changes

If you would like to change the shipping address for your order, please contact us immediately by email and include your new shipping address. Once the order is shipped, we can not alter the shipping address anymore.

Packages Damaged, Lost, or Missing While in Transit

If you have a suspicion of your parcel being lost or missing while in Transit, please contact us by email at support@luxienz.com and we will contact our delivery partners to investigate the issue.

If your package has arrived damaged, email us at support@luxienz.com with photos of the issue and we will investigate and provide feedback ASAP.

Shipping Delivery Times 

Shipping products may take 10-14 days, please be aware of this delivery time for all orders. This shipping time is not inclusive of our Processing Time.

These delivery times can become longer in case your order is placed during busier periods such as holidays, due to unforeseen events such as congestion, delivery partner delays, and also due to COVID 19 outbreaks. Please contact us for more information.