If you’re not 100% satisfied with one of your 5Luxe Scents Co. products, we would love to help make that right! Please contact our Customer Care team at firstname.lastname@example.org within 3 days of receiving your order from 5Luxe Scents Co. online store or our physical store and we’ll help get the process started. We require proof of purchase (e.g your order number, order confirmation email, or store receipt)
To better assistance, please include your order number followed by the request in the subject line, for example:
- #XXXXX – Exchange Request
- #XXXXX – Return Request
I changed my mind, can I return the item?
Please contact us to cancel your order within 14 days of receipt. You then have an additional 14 days to return the item to us. Due to the nature of our products, we can only accept returns in unused and salable conditions. The cost of returning goods is your responsibility. If the goods arrive, are used, unfinished or damaged, a refund can be made.
The package was damaged and arrived. What should I do?
We take great care to ensure that your parcel arrives safely, but accept that there are some things we can’t handle. Contact us immediately and take pictures of both the outer and inner packages-it will be of great help to us.
All refunds will be processed into its original payment. Customers will get their full refund in the event of;
1. The order is cancelled within 24 hours of purchase or prior to shipment.
2. The customer receives a parcel with a missing item(s), faulty item(s) due to 5Luxe Scents Co.’s error.
3. Item(s) are out of stock.
Partial refunds will be granted (if applicable);
Any item(s) that are not in its original condition, damaged, or partly missing is NOT due to 5Luxe Scent’s error.
Any damage to the item delivered by courier must be reported to 5Luxe Scents Co. within 24 hours upon receiving. 5Luxe Scents Co. will not entertain any claims submitted by customers if the complaints or claims are made after 24 hours of receiving.
Please provide all the following information if you receive the damaged goods:
1. copy of your order number (online store).
2. photo of product damage.
3. photo of parcel/box with a fragile sticker that you received.
4. photo of product packaging (with bubble wrap).
once your return is received and inspected, we will send you an email to notify you that we have received your return parcel item. we will also notify you of the approval or rejection of your refund. if your refund is approved, then you will need to provide us with the number of your bank account for us to process the refund.
Please be sure to contact us within 24 hours of receiving your order.