Return & Exchange

Thirty days to decide, a fair look at every return, and store credit that never expires. Here's how returns work at Deluxerie — plainly.

The basics

You have 30 days from the day your parcel is delivered to request a return. After submitting your request, you have another 14 days to hand the parcel to the carrier.

Start a return from your order details in your account, or directly at returns.deluxerie.com.

This policy is our voluntary extension of your statutory 14-day right of withdrawal — the law gives you 14 days; we give you 30.

Because we sell intimate items

Our products are worn against the body, so EU consumer law treats them differently. Every hygiene-sensitive item ships with a hygiene seal — it protects you as a buyer, and every customer after you.

Hygiene seal intact: eligible for refund or store credit.
Hygiene seal broken: can't be accepted for refund. Store credit may be offered at our discretion, or the item is returned to you.
Signs of wear, washing or use: rejected, and returned to you at no cost.

EU consumer rights, fully aligned. Our policy follows EU Directive 2011/83/EU on consumer rights. Article 16(e) of that Directive allows sealed goods to be excluded from the right of withdrawal for hygiene or health reasons once the seal is broken. Our inspection-first approach goes beyond that minimum — every item is evaluated individually, and we offer store credit in cases where a refund wouldn't apply.

A request is not yet a refund

When you submit a return request, you're asking us to inspect your items. You'll receive an RMA number and a return label; your refund, store credit or exchange is confirmed only after physical inspection at our warehouse. We aim to complete inspection within 15 days of receiving your parcel, and we email you the decision.

Three possible outcomes

Approved — store credit. We credit your account, with your +10% bonus where applicable. Store credit never expires.
Approved — refund. We refund your original payment method within 5–10 business days. The refund always equals what you actually paid — if you bought during a promotion or sale, the promotional price is refunded, not the current listed price.
Rejected. The item doesn't meet the criteria above; we return it to you at no cost.

Who pays for what

Store credit or exchange: your return label is free — and for exchanges, we ship the replacement at no cost once approved.
Refund: the label fee depends on the carrier and method you pick (drop-off, home pickup or express), and refunds cover the price paid for the approved items.
Our mistake? If an item arrives defective or wrong, everything is on us — label, shipping, all of it. Just tell us.
Keeping the free gift? If you return the whole order but keep the gift, we deduct its value from the refund (minimum €5). Return the gift with the order and nothing is deducted.

Unsure about anything?

Write to return@deluxerie.net before submitting — we're happy to look at it with you first.