Refund policy

RETURN & EXCHANGE POLICY

We design with intention, and we stand behind the craftsmanship of every garment. Below is our return policy for both in-store and online purchases. Please note: Our in-store and online policies differ.

GENERAL REQUIREMENTS

To be eligible for return, pieces must be:

  • Unworn and in original condition

  • Free of animal hair, dirt, or dust

  • With all tags attached in original placement and packaging intact

  • Accompanied by the original receipt or proof of purchase

All packaging, including hangtags with pin and string, must be returned with the garment.

Luxton reserves the right to decline returns that do not meet these criteria.

FINAL SALE

The following categories are final sale and not eligible for return, exchange, or credit:

  • Sale / discounted items

  • Purchases made with promo codes, as well as special offers, giveaways, auctions, gift-with-purchase promotions, sample sales, and archive sales

  • Trunk Show purchases

  • Hats & scarves

GIFT WITH PURCHASE

If a customer wishes to return a garment or accessory which was eligible for a gift-with-purchase promotion, the retail value of the gifted item will be deducted from the return value unless the gift is also returned in original condition.

IN-STORE PURCHASES

Regular-price items may be:

  • Exchanged or returned for store credit within 7 days of purchase, provided the original purchase is in its original condition, the garment is unworn, and all tags remain in their original placement and condition.

No refunds are offered on in-store purchases.

ONLINE PURCHASES

We offer refunds on regular-price items purchased online.
Online returns cannot be processed through retail partners.

Online returns must be requested within 14 days of receiving your order.Your return must then reach us, by mail or drop-off at The LUXTON Store, within 7 days of your return request.

Online returns requested or received outside these windows may be declined.

Please include your order receipt with all online returns so our team can process your refund efficiently. Packing slips/order forms do not replace receipts.

EXCHANGES – ONLINE ORDERS

If you wish to exchange an online order, you may come to the store with your online order and exchange in person. We are not able to refund your original shipping fee.

Please note we cannot process exchanges directly to your online order.
You must return your original order and purchase the new item separately.

HOW TO RETURN AN ONLINE PURCHASE

Please email love@luxtonwoman.com to arrange your online return.

Returns may also be made in person at The LUXTON Store, 1202 Yonge Street (Yonge & Birch), our new home from Friday, October 2. Store hours are typically Wednesday to Saturday, 12–5 pm. Hours may vary with special events and holidays, so please check @luxtonwoman on Instagram before your visit.

Customers are responsible for return shipping fees.
We recommend using a trackable, insured service with signature upon delivery. Please record your tracking number.

Please label your shipment as “Return Item.”

We are not responsible for lost or delayed parcels.

Once your items are received, our team will review their condition and confirm whether the return is accepted. If we are unable to accept a return, we will notify you and arrange for the piece to be sent back to you.

RETURN ACTIVITY

Every LUXTON piece is produced in small runs, and every return is inspected by hand. We monitor return activity on all accounts and orders. Where we see a pattern of frequent or excessive returns, LUXTON reserves the right, at its sole discretion, to:

  • Decline or cancel future orders, including after an order confirmation has been issued or payment has been processed. Any payment collected on a cancelled order will be refunded in full.

  • Issue refunds as store credit rather than to the original method of payment.

  • Limit purchases per customer, household, account, payment method, billing address or shipping address.

This applies to both online and in-store purchases.

CANCELLING AN ORDER

As we offer same-day and next-day shipping, orders placed and cancelled on the same day are subject to a $25.00 transaction fee.

REFUNDS

Refunds are issued to the original method of payment in CAD.
Refunds will be processed within 5–10 business days of approval.

A $12 return fee will be deducted from all online refunds. The fee is waived for online orders returned in-store at The LUXTON Store.

Exchange rates are determined by your payment provider; Luxton cannot adjust or influence currency conversion rates. Shipping fees are non-refundable.

OUT-OF-STOCK ITEMS

During high-volume periods, inventory may not update in real-time.
If an item becomes unavailable after your order is placed, we will notify you and fulfill the remaining available items.

US & INTERNATIONAL RETURNS

Customers are responsible for return shipping fees. Original shipping charges, duties and tariffs are non-refundable. All sale items are final sale.

REFUSED SHIPMENTS & WRONG ADDRESS

Luxton is not responsible for fees charged by customs or other tax authorities.

If a shipment is refused by the addressee, the addressee remains responsible for:

  • All shipping charges

  • Duties, taxes, and customs fees on both the original shipment and the returned shipment.

If returned to Luxton, related shipping costs will be deducted from the purchase amount.

If a parcel cannot be delivered and is returned to sender (e.g., incorrect address, refusal, or failure to pick up from the designated pickup point), Luxton does not cover delivery fees.

Please email us with any further questions: love@luxtonwoman.com