Thank you for your support to our artisans! If you are not satisfied with your purchase or just want to exchange size or color, please let us know so we can help. Unfortunately, we do not offer cash refunds just online store credits of full-priced items. For merchandise returned within fifteen (15) calendar days of the purchase date, a merchandise credit will be issued in the form of an e-gift card or discount coupon at the original selling price to be used on our website luxchilas.com. Items must be unworn, unwashed, in the same condition that they were received, and have original packing and tags. Return shipping costs will be covered by the customer. If the 15 days have passed we are sorry we cannot offer store credit. We do not offer store credits for sale items, custom items, altered items, cash and carry items, items bought in person at a trade show, trunk show, or any in-person event. We do not offer store credit for gifts or items purchased from one of our retailers. Usually, we offer complimentary shipping, but if we did not at the time of your purchase, the shipping cost is non-refundable and will be deducted from the credit. Orders do not qualify for free return shipping either.
Only full-priced items may be returned for store credit, unfortunately, sale items, items bought at a physical location like a trunk show, trade show, or at one of our in-person events, or final sale items cannot be returned and are considered final sale.
Defective or Damaged Items
Our products are handmade and some variations in color, size, and stitches are normal and are part of their natural beauty as all products are one-of-a-kind. We take pride in our quality control process, but in the rare case that an item is defective or damaged, or the wrong item is sent, please send us a picture as soon as you receive it so we can help you solve this situation. If this is the case, you have seven (7) calendar days since the purchase to notify us. Please attach a picture if possible. We are not responsible for improper handling, lack of care, accidents, or normal wear and tear of the products once they leave our facility, and these are not valid reasons for a store credit.
Process for returns and store credits
The returns process is very simple. The first step is to request approval for a store credit. Click here to visit our Returns Center. Enter your order number and email address to start. Follow the instructions and select the items you want to return. If your request is approved, you will get a confirmation email with resolution options and shipping guidelines. In our returns center, you will have the option to choose the items you want to return, the reason why you want to return them, and how you will return your item. To ship your return you have two options: you buy the shipping label before shipping and you send us the tracking information or we email the shipping label to you in which case we will have the tracking number and will deduct its cost from the store credit. In both cases, the customer is responsible for the return shipping cost and is also responsible for the package and its contents until we receive it in our facility. Once we receive it and inspect it, we will issue a digital code that the customer can use online at luxchilas.com for the next 6 months.
What are the two choices to return the package?
1. You ship with any carrier of your choice. In this case, you need to process and buy the shipping label and send us the tracking information. You can buy the label from your local post office or couriers like FedEx, UPS, or DHL. Since you paid for the label, the total store credit will be the amount you paid for the full-price item*.
2. We send you a shipping label. In this case, you just have to print it, pack the items and drop the box off at the carrier and we can track the package from our system. If we sent you the shipping label, its cost will be deducted from the total store credit*. The price per label is USD$20 for US orders and USD$50 for international orders.
How do I ship back the item? For instructions on how to ship the returned product, refer to the email received after placing the return request.
How soon will I receive my store credit? Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your store credit request. If approved, the request will be processed within 5 - 7 working days after approval.
*Any other amount can be deducted from the total if we receive the item in an unacceptable/unsellable condition, like a 10% restocking fee or any amount we consider to cover damages made to the pieces.
Please remember we only accept returns 15 days after the order has been received and of full-priced, unworn, unwashed, unaltered items. All items must come with original packing and tags. No store credits will be made for gift cards, sale, custom, altered items, or items bought in person at one of our events.
If you have any queries regarding return or store credit, please don’t hesitate to reach out to us.
To return your product, you should mail your product to:
4680 SW 72nd Ave. Miami Florida US 33155
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a store credit, the cost of return shipping will be deducted from your credit.
Depending on where you live, the time it may take for your returned product to reach us may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.