Return Policy

At Deluxerie, we are working very hard to achieve 100% customer satisfaction. Since the satisfaction of our customers means a lot to us, we have created our return policy completely customer-oriented, even if we offer products in hygienically risky categories.

We are aware that any product purchased from any online store may not always meet your expectations. Therefore, if you wish to return any Deluxerie product for any reason, you may do so within 30 days of receiving your order and if it complies with our return conditions below.

Please read this page carefully before create a return request through the Deluxerie Return Portal.

Please make sure that the product(s) you want to request a return for comply with the return conditions stated below. Return requests for products that do not comply with the specified conditions cannot be accepted. In line with your return request, if products that do not comply with our terms are sent for return, we would like to point out that these products will be sent back to your address without any action.

• The product requested to be returned should not be a product that has direct contact with the genital area due to its structure during use. Return requests for products that do not comply with this condition cannot be accepted due to hygiene and health risks. (For example, products such as knickers, panties, thongs, bodysuits, catsuits, pantyhose etc. come into direct contact with the genital area during use.)
• If there is a hygiene seal affixed to the package of the product to be returned, this seal must not be torn. Return requests for products with torn hygiene seals cannot be accepted.
• The product requested to be returned must not have been washed for any reason (either in a washing machine or by hand). Return requests for products that are found to be washed cannot be accepted.
• The product requested to be returned must be unused. Return requests for products with traces of use cannot be accepted.
• The product requested to be returned must be returned in its original form and with all its parts. Return requests for products returned with missing parts cannot be accepted.
• If you are creating a return request for all the products in your order, if there is a gift product specially sent to you, you must also send it back. In case the gift products are not returned, a deduction is made from the refund amount. (The amount of deduction may vary depending on the price of the gift product sent to you.)

There are different return methods at Deluxerie according to the needs and demands of our customers. When creating your return request, you can choose one of the three different return methods below.

• Store Credit / Coupon
  When you create your return request, if you select store credit as the return method, your return shipment is free of charge. Deluxerie Store Credit is credited to your Deluxerie account after we receive and check the product(s) you have returned. You can use Deluxerie Store Credit to purchase any product at any time through our online store.
• Exchange Item
  If you want to exchange the product you purchased through Deluxerie with another size or a completely different product, you must select the “Exchange Product” option as the return method when creating your return request. For requests created with this method, the return shipping cost belongs to our customers.
• Refund
  If the product you purchased through Deluxerie complies with the above-mentioned return conditions, you must select the “Refund” option as the return method during your return request. For requests created with this method, the return shipping cost belongs to our customers.

• Order cancellation can only be made if your order has not yet been shipped or is not ready to ship (you can see the status of your order by logging into your account). Your order cannot be canceled after it has been shipped. If you make your cancellation request after your order has been shipped, you have to follow the steps indicated on this page, as our return conditions will apply.
• If the item(s) you have purchased has arrived to you defective or incorrectly, please contact Deluxerie Customer Service firstly.
• Since your return request will be processed according to the data you provide online, please submit your request carefully. Handwritten notes included in the return package will not be considered.
• Pack your products safely and securely before sending them.
• It may take up to 14 days after your return package is arrived to us for your return request to be processed and completed.
• If you have created your return request with the refund method, your refund will be made to the payment method you used in your purchase.
• It may take up to 10 business days for your refund to appear on your bank account or credit card, depending on your bank or credit card provider, from confirmation of the refund request.
• If you paid the shipping fee during your order, this amount is non-refundable.
• Refunds for orders placed with store credit or Deluxerie Points are made in the same way. Store credits or Deluxerie Points cannot be converted to cash, cannot be transferred to another customer and cannot be used for a service like shipping cost.

Please do not hesitate to contact Deluxerie Customer Service if you need any assistance.

E-mail: [email protected]
WhatsApp: +44 7456321378

You can access the Deluxerie Return Portal by clicking here to create your return request. You can also create a new return request through your Deluxerie account after logging in by clicking here.