Refund policy
Thank you for shopping with Eoluxe. We are committed to providing a smooth, transparent, and supportive shopping experience. If for any reason you are not fully satisfied with your purchase, our return, refund, and exchange policy is designed to give you peace of mind.
30-Day Return & Exchange Policy
▹ Return Window: 30 days from the date of delivery
▹ Eligibility: Items must be unused, unworn, unwashed, in their original packaging, and include all original tags and accessories
▹ Return Method: By mail only
▹ Return Label: A free pre-paid, printable return label is provided by Eoluxe
▹ Return Costs: Free — no cost to the customer
▹ Restocking Fees: None — ever
▹ Refund Processing Time: Refunds are processed within 7 business days after your return is received and approved
▹ Exchanges: Accepted within 30 days for eligible items
How to Return or Exchange an Item
To begin a return or exchange, please email care@eoluxe.com with the following details:
▹ Your order number
▹ Name on the order
▹ Reason for return or exchange (please include photos if the item arrived damaged or defective)
Once your request is approved, we will send you:
▹ A Return Authorisation Number
▹ Detailed packing instructions
▹ A free pre-paid return shipping label to download and print
Exchanges
▹ Exchanges are accepted within 30 days of delivery for eligible items
▹ You may exchange your item for a different size, colour, or a different product of equal value
▹ Once we receive and inspect your return, your replacement will be shipped free of charge
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
▹ Contact us at care@eoluxe.com within 7 days of delivery
▹ Include your order number and clear photos of the issue
We will arrange a free return and offer your choice of:
▹ A replacement
▹ A full refund
Non-Returnable Items
Certain items are not eligible for return, including:
▹ Personalised, customised, or made-to-order products
▹ Items removed from sealed packaging for hygiene reasons (such as underwear or socks)
▹ Items clearly marked as “non-returnable” on the product page
Order Cancellations
▹ Orders may be cancelled within 24 hours, provided they have not yet been processed or shipped
▹ Once an order has shipped, cancellations are no longer possible — however, you may still return the order in accordance with this policy
Refund Process
▹ Processing Time: Within 7 business days after your return is received and approved
▹ Refund Method: Issued to the original payment method
▹ Currency: All refunds are issued in GBP (£)
If you do not see your refund within 7 working days after approval, please check with your bank or card provider. If the issue persists, contact us at care@eoluxe.com
Return Address
All approved returns should be sent to:
Eoluxe
535 Stratford Road
Birmingham, B11 4LP
United Kingdom
Quick FAQ
▹ What is the return period?
30 days from delivery
▹ When will I receive my refund?
Within 7 business days after your return is approved
▹ Do I have to pay for return shipping?
No. All eligible returns include a free pre-paid return label
▹ Can I exchange an item?
Yes, within 30 days for eligible items
▹ What if my order is damaged or incorrect?
Contact us within 7 days and we will arrange a free return and either a replacement or refund
▹ What if my package is lost?
If your order does not arrive, we will investigate with the courier and issue either a replacement or a refund
Contact Us
Need assistance? We’re here to help:
▹ Email: care@eoluxe.com
▹ Phone: +44 808 502 0330
▹ Address: 535 Stratford Road, Birmingham, B11 4LP, United Kingdom
Customer Service Hours (GMT – United Kingdom)
▹ Monday to Friday: 9:00am – 5:00pm
▹ Saturday & Sunday: 10:00am – 2:00pm
▹ We respond within 24 hours
▹ For more support, please visit our Contact Us page