FAQ

Quick answers to the questions we hear most. Can't find yours? customerservice@deluxerie.com — seven days a week, weekends included.

Ordering & payment

Which payment methods can I use?
Cards (Visa, Mastercard), wallets (Apple Pay, Google Pay) and PayPal through our secure checkout, plus Klarna where available. Cash on delivery is available in Czechia, Hungary, Slovakia, Romania and Italy; bank transfer is available at checkout too. Full details on our payment methods page.

What will my bank statement show?
"MBU TRADE" and your order number — never the product or store name. Discreet billing is standard on every order.

How do I get my invoice?
It's already in your inbox — a PDF invoice is attached to your order confirmation email. Need it again? Write to us with your order number.

Can I cancel my order?
Before dispatch, usually yes — contact us as quickly as you can. One exception: made-to-order handmade leather pieces can't be cancelled once production has started.

I bought on sale — what amount is refunded if I return?
Exactly what you paid. Promotional price in, promotional price back — never more, never less.

Delivery

When will my order arrive?
Currently 2–9 business days, depending on your country. You'll get a tracking link the moment it ships, and you can always check track your order.

Which carrier will deliver my parcel?
It depends on your country — we work with GLS, FedEx, DHL eCommerce, PPL and trusted local postal services. Your shipping email names the carrier and includes tracking. Details per country on our shipping page.

Can I collect from a parcel shop or locker?
Yes — where available in your region, pickup points, parcel shops and lockers appear as delivery options at checkout. The packaging stays just as discreet.

What does the package look like?
Plain and unbranded — nothing on the outside hints at what's inside. No logos, no product names. Ever.

Returns & exchanges

How do I return something, and how long do I have?
You have 30 days from delivery to request a return — start from your order details in your account, or at returns.deluxerie.com. Full rules on our return policy page.

What is the hygiene seal, and why does it matter?
Our products are worn against the body, so hygiene-sensitive items ship sealed. Seal intact: full refund or store credit. Seal broken: no refund — though store credit may still be possible after inspection. It protects you and every customer after you.

I opened the seal and it's not right — am I stuck?
Not necessarily. Send it back anyway: every return is inspected individually, and where a refund can't apply we may offer store credit at our discretion.

Is exchanging for another size free?
Yes — exchanges are free within 30 days, and we ship the replacement at no cost once your return is approved. Prefer store credit instead? We add a 10% bonus.

How does store credit work?
It's credited to your account, carries a +10% bonus where applicable, and never expires. Use it any time, on anything.

What happens to the free gift if I return my order?
Return it with the order and nothing changes. Keep it while returning the full order, and its value (minimum €5) is deducted from your refund.

Sizing & products

I'm not sure about my size — can you help?
Gladly. Start with our size chart, and if you're between sizes, email us your measurements and the piece you're eyeing — we'll tell you honestly which to pick. Wrong size anyway? Exchanges are free.

My item arrived defective or wrong — what now?
Then everything is on us: the label, the shipping, the fix. Contact us with a photo and your order number, and we'll sort it out — no inspection queue for our mistakes.

About Deluxerie

How do I know this store is trustworthy?
Fair question — healthy scepticism online is smart. Here's what you can verify: we've operated since 2020 with 70k+ customers, Deluxerie is an EUIPO-registered trademark of MBU Trade B.V. (a Dutch company — KvK number on our company information page), payments run through Stripe so your card never touches our servers, and our reviews are public on Trustpilot and across every Deluxerie store. And if anything goes wrong: 30 days to return.

Do you have a physical store?
No — and it's a choice, not a gap. Most of our customers prefer intimate shopping exactly this way: endless choice, browsed privately, delivered discreetly. We're a real Dutch company though — full details on the company information page.

Is my data safe? How do I delete my account?
Your card never reaches us, passwords are stored unreadably, and we never sell your data — the full picture is in our privacy policy and security policy. Account deletion: request it from your account settings; our team processes it manually and confirms by email.