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Delivery & Returns
At DLUX, we want you to enjoy your shopping experience with us. If something is not quite right, we offer exchanges or refunds in line with the conditions below.
Change of Mind Returns
If you are not happy with your purchase, you may request an exchange or refund within 30 days of purchase.
To request a return, please email info@d-lux.com.au within 30 days of purchase and include proof of purchase. This may be an invoice, receipt, bank statement, or order confirmation email.
To be accepted as a return, items must be:
- Unworn and unused
- In new condition
- Returned in the original packaging
- Returned with product labels attached or accompanying the product
We cannot accept goods that have been damaged.
Once your returned goods have been received and assessed, we will notify you by email. Please allow up to 14 business days for your exchange to be shipped or your refund or credit to be processed.
Return Shipping Costs
Return shipping costs depend on how your original order was shipped.
If your order qualified for free shipping, including full-price scarf purchases that received complimentary shipping, you will be responsible for the cost of return shipping.
If you paid a shipping fee on your original order, DLUX will cover the cost of return shipping for eligible approved returns.
DLUX is not responsible for returned goods until they have been received by us. We recommend using registered mail or another trackable service, as DLUX is not responsible for parcels lost or damaged in transit before they are received by us.
Unless an item is found to be defective or faulty, refunds will cover the value of the item purchased. Shipping and handling charges from the original order are not refundable.
Refunds will only be credited back to the original payment method used for the purchase.
Items purchased through DLUX retailers cannot be returned directly to DLUX. These items must be returned to the store where they were originally purchased.
Exchanges are subject to product availability and cannot be guaranteed.
Defective or Faulty Goods
At DLUX, we are proud of the quality of our products and our manufacturing standards. Many of our pieces are handmade and delicate. Natural variations or small inconsistencies in the weave may occur and are considered part of the character and charm of the product.
If a manufacturing defect becomes apparent within 14 days of purchase, we will gladly assess the item for an exchange or refund.
To report a faulty or defective item, please email info@d-lux.com.au as soon as possible after receiving your order.
You must provide proof of purchase. This may be an invoice, bank statement, or order confirmation email from DLUX.
We cannot accept goods for return if they have been damaged or not laundered in accordance with the care instructions provided.
Refunds can only be credited back to the original payment method used for the purchase.
DLUX is not responsible for returned goods until they have been received by us. We recommend using registered mail or another trackable service to ensure proof of receipt. DLUX is not responsible for parcels lost or damaged in transit before they are received by us.
Once your goods have been received and assessed, we will notify you by email. Please allow up to 14 business days for your exchange to be shipped or your refund or credit to be processed.
How to Request a Return
Email us at info@d-lux.com.au with your order details, reason for return, and proof of purchase.
Please do not send items back before contacting us. Our team will review your request and advise the next steps.
