Refund policy

The Luxe Almari – Refund Policy

At The Luxe Almari, we want your experience buying pre-loved fashion to be easy, safe, and fair. Because we are a marketplace, each item is sold by an independent seller — but we’re here to help if something goes wrong.

Below is a simple guide to how returns, refunds and cancellations work.

Your 14-Day Right to Cancel (Change of Mind Returns)

Because you’re shopping online, UK law gives you a 14-day cooling-off period.
This means:

  • You can cancel your order within 14 days of receiving your item, for any reason.
  • After you tell us, you have another 14 days to return it.
  • The item must be in the same condition as you received it.

Refunds include:

  • The item price
  • Standard delivery cost

(You may need to pay return postage unless the item is faulty or not as described.)

Items that can’t be returned under the 14-day rule:

  • Jewellery or accessories that were sealed and have been opened (for hygiene reasons)
  • Customised or made-to-order items (rare on our platform)

These exceptions will always be stated on the listing.

If Something Is Wrong With Your Order

You can always return an item if:

  • You got the wrong item
  • The item has faults or undisclosed defects
  • The description was inaccurate (e.g., wrong size listed, missing flaws)
  • Your item never arrived

What to do

Please email us within 48 hours of receiving the item so we can help quickly.

If your claim is approved:

  • We'll send you return instructions
  • You’ll need to send the item back within 5 days
  • You’ll get a full refund once the seller receives and checks the item

Changed Your Mind? Try Our Free Re-Listing Service (Clothing Only)

If you love sustainable fashion but sometimes change your mind, we’ve got you.

For clothing items only, you can ask us to re-list the item for free.

  • Request this within 72 hours of receiving the item
  • We re-list it for you at no cost
  • You keep 100% of the money from its next sale

This is totally optional and does not affect your 14-day cancellation rights.

(Excludes jewellery and accessories.)

How To Start a Return or Cancellation

Email us at: info@luxealmari.co.uk

Please include:

  • Your order number
  • Photos (if something is wrong)
  • Explanation of the issue
  • If you’re cancelling under the 14-day rule or reporting a problem

We’ll reply with next steps.

When You’ll Get Your Refund

Once the seller receives your return and checks the item:

  • Your refund will be sent to your original payment method
  • Processing times vary, but please allow up to 10 business days

Items We Can’t Accept Back

  • Unsealed jewellery/accessories
  • Custom or personalised items
  • Items not returned within the allowed time
  • Items sent back without approval
  • Items damaged or altered after arrival