RETURNS & REFUNDS POLICY
RETURNS & REFUNDS
Shop safely with Phoenix Luxe thanks to our client friendly return policy of 14 Days. If you would like to exchange an item for a different size, please return the original item to receive a refund and place a new order. All returns are handled directly by our concierge service by emailing customercare@phoenixluxeboutique.com. Please use this email for all communication. Products such as underwear, lingerie and swimwear are exempt from being returned for hygienic reasons. Products marked as SALE cannot be returned.
Disclaimer: We CAN NOT process returns after 14 days starting from the delivery date of your order. All returns must be sent via non-postal courier services such as FedEx, UPS or DHL and include tracking information. Returns that are shipped back after 14 days will be rejected and shipped back to your original order address at your cost.
RETURN INSTRUCTIONS
Send an email to customercare@phoenixluxeboutique.com and include your order number and the email address used to place the order. Please list each item separately and include: item name & description, quantity and the reason for the return. Once your request is approved, we will provide you with a Return Authorization to include with your returned items. You will cover the cost of the return shipment and it will need to be received by us within 14 days of the original delivery date. You are responsible for any returns that are due with customs charges. They will be deducted from your original refund. For faster refunds, we recommend you to select the option of paying for all customs duties at time of shipment.
All returns must be in the perfect original condition as the original shipment, along with ALL original attachments such as tags, brand certificates, dust bags and boxes. We have the right to refuse returns if the item(s) have been worn or washed, are stained, have a used scent or are missing tags, brand certificates, dust bags and boxes. Please take a moment to double check everything is included before you return it. For declined returns, the order will be shipped back to you and any additional shipping charges will be invoiced.
Once your return is processed with our concierge service, you may create a shipping label with your preferred shipping company and return the package to us. Please email us the tracking information by replying to your original return request email so all order information is together.
REFUNDS (if applicable)
Returns take 7-10 business days to process upon reaching our facility. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. After we verify the item’s integrity, we will notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your original method of payment and in the same currency as your original purchase. Refunds can take several business days to reflect on your credit card account, depending on your financial institution.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received your refund after 5 business days of approval, first check your bank or credit card account again. There is often additional processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@phoenixluxeboutique.com.
DEFECTIVE OR INCORRECT ITEMS RECEIVED (if applicable)
We only replace items if they are defective or you have received an incorrect item. If you need to exchange for the same item, send us an email at customercare@phoenixluxeboutique.com within 5 days of receipt of the package. The email needs to include the date of purchase, order number, item description and photographic evidence of the defect or incorrect item. Our concierge will provide you with the return process steps.