CUSTOMER CARE

It is our aspiration that you will love your purchase from Luxette Boutique, but we understand that this may not always be the case that’s why we have simplified our returns policy. 

Luxette Boutique is a proud official stockist of all of the labels we sell online.

For complete peace of mind, take advantage of our personal styling service via whatsapp, text or livechat to get the best fit and fabric details before your purchase.

Australian Orders over $150 Free Express Shipping via Australia Post and/or DHL
Australian Orders Under $150 $8.00 Standard Shipping via Australia Post

$10.00 Express Shipping via Australia Post

USA / CANADA / NZ / UK orders under $250 $25 Shipping via DHL Express & GPS Tracked
All other destinations under $250 $25 Shipping via DHL Express & GPS Tracked
USA / CANADA / NZ / UK / UAE orders over $250 Free DHL Express & GPS Tracked  Prom Shipping
All other destinations over $250 $45 DHL Express & GPS Tracked Prom Shipping

 

COVID-19 DELIVERY TIMES

Australian Orders Est 4-10 Days Express
International Orders Est 4-12 Days Express

RUSH ORDERS
Overnight delivery is available for selected postal codes via DHL courier. Please enquire prior to your order if you’d like to choose this option.

INTERNATIONAL CUSTOMS CHARGES

Please note the prices within our website DO NOT include relevant overseas duties and other customs charges you may incur.  Please familiarise yourself with your country’s customs charges and levies prior to placing an order. These duties are charged once your order arrives at its destination (delivery country) and varies with each country.

Duties/taxes are outside our control and will vary widely from country to country. We recommend contacting your local customs office before ordering to avoid any unforeseen charges

  • You can return an unworn item with tags within 14 days of purchase for a store credit
    • Returns must be unworn, unwashed with tags attached, free of dirt, hair, pet fur, perfume, fragrances, smoke and in original packaging.
    • Products that do not meet this criteria are ineligible for return as they will not be in a saleable condition
    • In strict accordance with Covid-19 and hygiene reasons items that have been worn cannot be returned
  • Once we have received your return, your Luxette Boutique account will be issued with a store credit in the form of a unique coupon.
  • You are welcome to use your store credit to purchase another item or size from Luette Boutique
  • Returns postage is payable by the customer
    • Please ensure that you provide your tracking details to Luxette Boutique. We will not be held responsible for lost packages.
  • Sale items are ineligible for returns as these are final discounted items to clear

 

HOW DO I MAKE A RETURN?

  1. To make a return send an email to orders@luxetteboutique.com.au with your order number in the subject header along with the reason for your return request.
  2. Include any photos and videos to speed up the process.
    Our manager will respond to you within 24 hours of receiving your inquiry.
In compliance with Australian Consumer Law, Luxette Boutique is not required to provide a refund for change of mind or incorrect choice based on fit, colour, style, fabric, personal opinion of quality or authenticity.

Store Credit

  • Luxette Boutique Store Credits do not expire.
  • Credits are issued to your Luxette Boutique Account in the form of a unique code.
  • You can use this credit to purchase any item from our store or to make a special order from any of our labels via way of Luxette Boutique.
  • Luxette Boutique Store Credits are non transferable or redeemable for cash.

Special Order

Preorder/Backorder – A preorder is an item with a future delivery/dispatch date. The customer makes the payment with the expectation that they are to receive this item before sale to public, thus reserving/securing their purchase. 

Made to Order & Special Order – Dresses that fall under this category are tailor made to fit the customer. We tailor these specifically for you, according to either your detailed measurements or the measurements based on our private label size chart. 

*Tailoring time for these purchases start from 25 days to 12 weeks for single items. 

Cancelling Special Order & Preorder:

  • Orders cancelled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.
  • Orders cancelled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.
  • Orders cancelled beyond 120 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.
  • Once your order has been shipped, it can no longer be cancelled.

Please note we are not liable for changes to your event.

Bridal & Bridesmaids

We ask our customers to consider the importance of their special day and to order in advance. The times indicated below will allow for any amendments and is a guide only.

  1. Wedding dresses tailor made at least 6-7 months to avoid rush fees
    1. Rush fee’s don’t apply to ready to wear styles 
  2. Bridesmaid dresses tailor made at least 6 months in advance to avoid rush fees
    1. Rush fee’s don’t apply to ready to wear styles 

Bridesmaids packages

2-3 dresses Luxmaid12  (apply code at checkout for 12% off)
4-6 dresses Luxmaid20 (apply code at checkout for 20% off)
7-9 dresses Luxmaid25 (apply code at checkout for 25% off)
10 or more dresses Luxmaid33 (apply code at checkout for 33% off)

For all orders and return queries please email:

orders@luxetteboutique.com.au 

For wholesale/media/collaborations and stockist queries please email:

info@luxetteboutique.com.au

Sydney, Australia