30-Day Return Guarantee
At Pass-Lux, we offer a 30-day return policy. You have 30 calendar days from the date of delivery to request a return.
To be eligible, your item must:
- Be in its original condition
- Be unworn and unused
- Have all original tags attached
- Be returned in its original packaging
- Include valid proof of purchase
To start a return, contact us at contact@pass-lux.com. Returns must be sent to the following address:
Luxorium Ltd
85 Great Portland Street
First Floor
W1W 7LT London
United Kingdom
Once your return is approved, we will send you:
- A prepaid return label (if applicable)
- Instructions on how to send your item back
Important: Returns sent without prior approval will not be accepted.
For questions, email us at contact@pass-lux.com.
Damaged or Incorrect Items
Please inspect your order upon receipt. If your item is damaged, defective, or incorrect, contact us immediately so we can evaluate the issue and make it right.
Items Not Eligible for Return
Some products are non-returnable, including:
- Perishable goods (e.g., food, plants)
- Custom or personalized items
- Personal care and hygiene products
- Hazardous materials or flammable substances
Additionally, we do not accept returns on:
- Sale or promotional items
- Gift cards
If you’re unsure whether your item qualifies, feel free to contact us.
Exchanges
To exchange an item, follow the return process. Once approved, you can place a new order for the desired product.
EU Customers: 14-Day Right of Withdrawal
If your order was shipped within the European Union, you have 14 days to cancel or return it without giving any reason. Returned items must be:
- Unused and in original condition
- In original packaging with all tags
- Accompanied by proof of purchase
Refunds
Once we receive and inspect your return, we’ll let you know if it has been approved. If so, we’ll issue a refund to your original payment method within 10 business days.
Note:
If it’s been more than 15 business days since approval and you haven’t received your refund, contact us at contact@pass-lux.com.
Your bank or credit card provider may take additional time to process the refund.