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+61 2 9723 1016
Contact
contact@windsorandlux.com.au

Exchange & Return Policy

Exchange Policy:

Exchange and Returns on Standard items:

We value all our customers and want you to be happy with your purchase. However if for any reason you feel the need to return your purchase you can do so strictly only on standard production item(s) within 14 days of receiving the product. You can choose between an exchange for another style, colour or size. Please be mindful of any price difference between the styles as this amount will be required to be payable or in the instance of a lesser value product, the remaining amount will be issued as a credit. In addition you can choose to be issued with a store credit to the full amount of your purchase price less delivery. Please email us at contact@windsorandlux.com.au immediately if you wish to return a product. You will then receive an email outlining how to return your item(s).

Once your item(s) have been returned back, you will be notified via email. Upon receiving the return item(s) the product(s) will under go a Quality Control Process. The process generally takes 1-2 working days. Upon the completion of this process you will be notified via email, whether the return product(s) has been approved for an exchange or credit.  

The item(s) will only be exchanged or credited under the following conditions; the item(s) must be unworn, unwashed and not altered in any way with all tags and labels still attached. The returned item(s) must be in a re-sellable condition, and as a result please take into consideration, makeup, jewellery, deodorant, and perfume when trying your purchase on, as this will all be considered when the exchange/credit is granted. If we feel the returned item(s) does not meet our returns policy the item(s) will be returned to the customer and the decision will be final.

Once your returned item(s) has been processed by our Quality Control team we will happily exchange your purchase for an item of your choice. Although we will try to exchange and ship your exchanged purchase to you within the quickest time possible, please be mindful that many of our product(s) do require a lead and production time. The onus is on the customer to understand the exchanged product(s) is subject to availability and production time. The discretion is on the customer to cover the cost of returning the purchase, however if you choose to exchange your returned item(s) no additional return back shipping cost will apply to customers within Australia Only. We offer free return shipping for all exchanged items Australia Wide. Standard shipping charges may apply to our international customers.

If you choose to be issued with a credit note, the value of the credit will be the actual price of the purchase less original shipping cost. Credit notes can be used online or in person in our boutiques. Credit Notes are valid for 1 year from the time of issue. Please note at Windsor and Lux we only exchange once on a change of mind. Thus all exchanges are final.

We take great pride in the quality of our products, therefore all items are thoroughly inspected and go through a series of quality control before they are dispatched and shipped. However, in the unlikely event that you have received an item, which has a fault or is incorrect to the one you purchased, please contact us immediately at contact@windsorandlux.com.au and we will solve the issue as a matter of promptly as possible.

Exchange and Returns on Custom items:

Please note our returns and exchange Policy excludes any custom dresses or styles which have been custom cut or made for you in a colour, fabric and size not ordinarily offered on our website or in store. Custom orders are final and cannot be exchanged or returned.

What cannot be returned:

Sale, Reduced, Promotional, Discounted and Price Matched items cannot be later returned or exchanged. This includes items that have been an incorrect choice of purchase including size/colour or on a change of mind. Wear and tear items cannot be returned. The onus is on the customer to care for the product after it has been purchased, please take into consideration that some fabrics may require extra care including lace, satin, chiffon, embroidery and fine beading. For hygiene reasons accessories and jewellery cannot be exchanged or returned.

Refund Policy:

Unfortunately, we don't offer refunds on change of mind or incorrect choice of purchase. This also includes changes in events, unforeseen circumstances, cancellations, incorrect choice of size/colour, and wear & tear. Please be mindful, that all our products are displayed in Australian Sizing and in Australian Pricing. An incorrect choice of purchase including the wrong size, colour and style are not deemed for a refund. If unsure  Customers, who meet the requirements for a refund by law, will be happily refunded.

Cancellations:

Once you have placed an order with Windsor and Lux, the order will be processed automatically. Majority of our dresses are made to order so once your order has been placed and processed, you are not able to latter cancel the order, and your payment will not be refunded due to change of mind or the rise of unforeseen circumstances.

Minor changes on your order may be allowed via email within the first 24 hours of you placing the order and is at the discretion of Windsor and Lux. It is your responsibility to provide the correct information required to process your order.  Customised dresses cannot later be exchanged or returned as they are made especially for you and your needs.

Windsor and Lux reserves the right to cancel your order if the product has become unavailable, discontinued or no longer in production. In addition we reserve the right to cancel your order if you have provided unauthorised credit card payments or if you have provided incomplete or invalid personal details required to fulfill your order. Windsor and Lux also reserves the right to change or alter any products featured on our website without any notice.