Exchange, Return & Refund Policy
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 on standard production item(s) within 7 days of receiving the product.
Please email us on firstname.lastname@example.org if you would like to organise a return on your order.
Please read our return policy below to ensure your item is eligible for a return. All 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/refund is granted. If we deemed 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.
Exchange, Return & Refund on Full Price in stock production items:
You can choose between an exchange, store credit or refund on any full price in stock production item(s) within 7 days of receiving your order.
Exchange: All full priced production items can be exchanged 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. You can exchange your online purchase in store and online. 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.
Store Credit: You can choose to be issued with a store credit to the full amount of your purchase price. Please email us at email@example.com immediately if you wish to return a product. You will then receive a returns email outlining how to return your item(s) and be issued with a store credit.
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.
If you choose to be issued with a store credit, the value of the credit will be the actual price of the purchase. Store credit can be used online or in person in any of our boutiques. Credit Notes are valid for 3 years from the time of issue. Please note at Windsor & Lux we only exchange once on a change of mind puchase
Refund: Refunds on full price items are only applicable to online purchases within 7 days of receiving your item. Online purchases can only be refunded through our online department and not in stores. Items purchased in stores are not eligible for a refund and can either be exchanged or credited in store. The discretion is on the customer to cover the cost of returning the item.
Exchange & Return on Sale & Discounted Items:
We are happy to offer an exchange or store credit on sale, reduced, promotional, discounted and price matched items if returned within 7 days of receiving the item. Sale items are not eligible for a refund.
Exchange, Return & Refund on Custom Items:
Our returns and exchange Policy excludes any custom dresses or styles which have been custom cut or made for you in a specific colour, fabric and size not ordinarily offered on our website or in store. Custom and Made to Order items are final and cannot be exchanged or returned. This also applies to any 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 an exchange or refund.
What cannot be returned:
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 such as lace, satin, chiffon, embroidery and fine beading. For hygiene reasons accessories and jewellery cannot be exchanged or returned. Additional purchase of fabric, lace, fabric swatches or special items ordered specifically for your needs cannot be returned.
Items that meet the requirements for a refund by law, will be happily refunded.
Once you have placed an order with Windsor & 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 & 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 order.
Windsor & 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 & Lux reserves the right to change or alter any products featured on our website without any notice.
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 firstname.lastname@example.org and we will solve the matter as promptly as possible.