Return & Refund Policy
Return Policy – Southern Luxes
As soon as you send the first email regarding your return to our customer service department, your request will be processed. Due to the high workload, we may not always be able to respond immediately. It is not necessary to send multiple emails: your request will be handled as quickly as possible. We strive to respond within 24 hours and are happy to assist you.
If you are not satisfied with your order for any reason, please contact us. At Southern Luxes we want our customers to be 100% satisfied with the products they purchase from our suppliers. If you have any issues with the delivery or the product, please contact us, and our team will assist you promptly.
Return Policy
Would you like to return an order? Perhaps the product does not meet your expectations, or you do not wish to keep the order for another reason. Regardless of the reason, you have the right to return your order within 30 days of receipt without providing a reason. You are responsible for the cost of returning the package from your address to our return location.
Easy returns in three steps:
1. Request the return form
Request the return form via info@southernluxes.com. Provide your order number, email address, and the reason for return. We will process your request as soon as possible and inform you how to return the item.
2. Return the order
Send the items together with the completed return form to the address listed on the form. Always use a trackable shipping service. As the sender, you are responsible, and we want to avoid misunderstandings.
3. Receive your refund
Once we have received the package, we will ensure that the purchase amount is refunded to you within 7 business days.
Return conditions and guidelines:
Please note that returned items must be unused, undamaged, and in their original packaging. Unfortunately, hygiene products cannot be returned. Once we receive and inspect the returned goods, we will refund the purchase amount within 7 days using the same payment method you used.
To be eligible for a return, your item must be in the same condition as when received: unused and in the original packaging. You must also provide the receipt or proof of purchase.
To initiate a return, you can contact us at info@southernluxes.com. Always include your order number. If your return is accepted, we will send you a return form with instructions on how and where to send your package. The products come directly from our supplier and must therefore be returned directly to them.
Items returned without prior contact will not be accepted.
If you have any questions about the return process, feel free to contact us by email.
Frequently Asked Questions (FAQ)
How long is the return period?
You can return your order within 30 days of receiving it.
How long does it take to receive my refund?
The refund will be issued using the same payment method the customer used. Once we have received the returned goods, we will check whether the products are in their original condition and process the refund. Please note that most financial institutions typically require 7 business days to process refunds.
What is a return receipt?
You will receive this from the postal service when you send your item back. Always keep this receipt, as it serves as proof that you returned your order.
Why can underwear, masks, hygiene, and beauty products not be returned?
Underwear, masks, and beauty products are considered hygiene items. We take hygiene and public safety very seriously and, for safety reasons, do not accept returns of underwear, masks, hygiene items, or beauty products. This policy is widely followed, as other sellers of such products also do not accept returns for the same reason.
My product is damaged/defective, what should I do?
To assist you as quickly as possible, we ask that you send us a few photos showing the defective quality or damaged part of the product. The best photos are taken on a flat surface with good lighting so the defect is clearly visible. We use this information to help you with your order and to prevent issues in the future.
Did you receive the wrong product?
We strive to process all orders correctly. However, it may occasionally happen that an order is processed incorrectly and you receive the wrong item. Of course, we will correct this and send you the correct order free of charge. If you have any questions about receiving the wrong goods, please contact our customer service.
Can I return my order without contacting you?
No, you must contact us before returning your order, as the return address may vary depending on the supplier your order came from.
Do I have to pay for the return shipping?
Yes, all customers are responsible for the return shipping costs. We recommend sending your return with tracking, as we cannot be held responsible for lost return shipments.
How can I contact you?
You can contact us by email at info@southernluxes.com. We strive to respond within 24 hours and are happy to assist you.
Company name: Southern Luxes
Address: Torenlaan 5B, 1402AT, Bussum, Netherlands
Chamber of Commerce number: 97398445
Email: info@southernluxes.com
Phone number: +31682007808