Returns & Right of Withdrawal

14-day right of withdrawal. If you are a consumer you may withdraw from the contract, without giving any reason, within 14 days from the day on which you (or a third party indicated by you, other than the carrier) take possession of the goods. Where several items are delivered separately, the period runs from delivery of the last item.

How to withdraw

• Use the "Withdraw from contract" function on our website: enter your order number and e-mail, select the items and confirm. You will immediately receive an e-mail acknowledgement with the date and time of your request.
• Or send the model withdrawal form below, or any other clear statement, to customercare@tluxy.it.

To meet the deadline it is enough to send your communication before the 14-day period expires.

Returning the goods

Please send the goods back within 14 days of notifying us. After your request we send you the return label and instructions.

• Italy and European Union: returns are free of charge, with a prepaid label provided by us.
• Non-EU countries: the direct cost of returning the goods is borne by you. If you use our label the cost is deducted from the refund: United Kingdom, Switzerland and non-EU Europe €20; United States, Canada, Asia, Oceania €30; rest of the world €40.

Import duties and taxes paid to the carrier cannot be refunded by us; you may reclaim them from your local customs office.

Refund

We refund all payments received from you, including the standard delivery costs, without undue delay and in any event within 14 days of the day we receive your withdrawal notice. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them, whichever is earlier. If you chose a delivery method more expensive than our standard delivery, the extra cost is not refunded. Refunds are made using the same means of payment used for the purchase, at no cost to you.

Condition of the goods

You may handle the goods as you would in a shop. Please return them unworn, unwashed, with all original tags and packaging (shoe box, dust bag, accessories). If the goods show a diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, we may deduct a corresponding amount from the refund.

Exceptions

The right of withdrawal does not apply to goods made to measure or clearly personalised, and to sealed goods which are not suitable for return for health or hygiene reasons if unsealed after delivery.

Faulty or incorrect items

If an item is faulty, damaged or not the one you ordered, write to customercare@tluxy.it: the return is free from any country and the legal guarantee of conformity applies (2 years from delivery, claims within 26 months).

Exchanges

To change size or item, return the original item and place a new order.

Model withdrawal form

To: Trade Lux Italia S.r.l., Via A. Manzoni 112/b, 80123 Naples, Italy – customercare@tluxy.it
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ____________
Order no.: ____________ – Received on: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature (only if this form is sent on paper): ____________
Date: ____________

Questions? Write to customercare@tluxy.it.