Returns and Exchanges

Returns and Exchanges Portal

Visit the Exchanges Portal

Luxehorse Return Policy

We pride ourselves on offering LUXEHORSE customers excellent customer service, and we understand sometimes you might want to return your purchase.

LUXEHORSE offers exchange or return for 14 days from the date of purchase. However, some items are not eligible and any exclusions will be identified on the product pages and/or at checkout.

For an item to be eligible for a return it will need to meet the criteria below:

1. As long as the return is initiated in your LUXEHORSE Account and the return is placed in the post within 14 days of receipt of the order confirmation email
   2. Items must be unworn and unused and in a saleable condition with the original tags still attached;
   3. Items must be returned in the original packaging, which must be in the original condition, including sealed boxes, branded dust bags and shoe boxes (you don’t need the clear plastic packaging, except for products sealed for hygiene reasons - see below); and
   4. Items have not been specifically excluded from the change of mind returns policy, such as ‘Final Sale’ items and items excluded for hygiene reasons. The exclusion will be noted on the relevant product page on our Site and/or at checkout.

If you are enquiring about a faulty return, you can find out more here.  (Link to a section about faulty items being returned)

To return the item(s) back to us for a full refund, exchange, please initiate a return on your LUXEHORSE account. Simply click through the steps and make sure that you choose the return reason and provide details of the fault – this will help our team process your return in a timely manner once we receive the item back. 

If the product is confirmed to have a defect, we will replace or refund the price of the product to your original payment method, as appropriate. It does not constitute a defect if in our reasonable opinion a product has become of unacceptable quality following the sale to you due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions, using it in an abnormal way or failure to take reasonable care.

Some of our brands may be able to offer a repair service, if you believe this is the case and an applicable option to you, please reach out to our customer service team and they will look into this for you. 

If you are unable to initiate the return online, please get in touch with our helpful Customer Service team and they will help you out.