Returns

Q: How do I start a return?

Register your return in our Returns Portal. You will receive instructions before sending anything back.To initiate a return, we offer you a self-service option through your Account. You can also start the self service in our Returns Portal Here you can initiate the return process, and get updates on the process.Alternatively you are always welcome to contact our customer service team with your order number and reason for return. We’ll provide further instructions.

At Luxx Cosmetic, we want you to shop with confidence. If something isn’t right, returning it is simple – and we’ll help you find the right solution.

Start your return

Returns at a glance

30-day returns: return eligible items within 30 days of delivery.
No restocking fee: no fees or deductions – you only pay the return shipping.
+20% store credit: choose store credit and get 20% extra value.

What can be returned?

You have 30 days from delivery to return eligible items – this includes your 14-day legal right of withdrawal plus 16 extra days from us, on the same conditions.

Unused, unopened items in their original sealed packaging can be returned.
For hygiene reasons, opened, tested or used products (such as unsealed perfume, skincare or makeup) cannot be returned – unless the item is faulty or incorrect.
Please return items with their original packaging and all included parts.

Return shipping

Change of mind: you pay the return shipping. There is no restocking fee or other deduction.

Faulty, damaged or incorrect item: we cover the return shipping. Please contact us first so we can help you quickly.

We recommend a tracked shipping method and keeping your receipt until your return has been processed.

Your refund options

Refund to your original payment method
You receive the full value of the returned items, typically within 14 days after we receive your return.

Store credit with +20% bonus
Get 20% extra value to spend at Luxx Cosmetic. Example: a refund of 100 becomes 120 in store credit.

Depending on your bank or payment provider, it may take a few extra days before the refund appears in your account.

Exchanges

We don’t offer direct exchanges. If you’d like a different shade, size or product, simply return the original item and place a new order.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible. Photos of the item, the packaging and the shipping label help us solve it quickly.

Need help?

Our customer service is available Monday–Friday, 10:00–14:00 (CET/CEST) by email, chat, WhatsApp or phone via our Contact page.

For the full terms, see our Refund Policy.

Refunds & Returns FAQ

Yes. You can return unused, unopened items in their original sealed packaging within 30 days of delivery. For hygiene reasons, opened or used products cannot be returned unless they are faulty or incorrect.

No. We never charge a restocking fee or any other return fee. For change-of-mind returns, you only pay the return shipping.

Please contact us as soon as possible with photos of the item, the packaging and the shipping label. In these cases, we cover the return shipping.

Refunds are typically processed within 14 days after we receive your return. If you choose store credit, you get a 20% bonus. Your bank may need a few extra days to show the refund.

To initiate a return, we offer you a self-service option through your Account.

You can also start the self service in our Returns Portal Here you can initiate the return process, and get updates on the process.

Alternatively you are always welcome to contact our customer service team with your order number and reason for return. We’ll provide further instructions.