Exchange & Return Policy
At MUVLUXE we strive to ensure your satisfaction. Returns and exchanges are accepted only in limited circumstances and according to the conditions set out below. The provisions below reflect our policy on returns, exchanges, refunds and related logistics.
Return Eligibility & Timeframe
Returns are accepted only in rare cases of non-compliant or defective goods and must be initiated no later than 7 days from the date of receipt of the order. Garments must be shipped to the return address agreed with MUVLUXE. If a garment is found to be non-compliant or defective, MUVLUXE will assume return shipping costs.
Non-Defect Damage & Subjective Reasons
Any damage to the product that is not attributable to manufacturing defects does not qualify for return or exchange under this policy; in such cases only a partial refund or no refund may be provided. Reasons that are purely subjective (for example, “it is not to my liking,” “I do not like it,” or “color slightly different from the photo”) are not sufficient grounds for a refund.
Order Changes & Sample Items
Changes to an order (such as address modifications or cancellations) must be communicated on the day the order is placed. MUVLUXE does not guarantee that cancellations or address changes can be accommodated after that day. Some items may be samples or resold goods and may present minor imperfections that do not affect the usability or overall quality of the product.
Multiple Shipments
For orders containing multiple items, products may be shipped from different suppliers. As a result, shipments may arrive separately and may be delivered to multiple addresses depending on supplier logistics.
Refunds & Coupons
MUVLUXE refunds the full amount of an item only when there is clear evidence that the goods received are non-compliant or defective. Refunds, when provided under these circumstances, will be issued exclusively in the form of a coupon redeemable on www.muvluxe.com, unless otherwise specified by MUVLUXE.
Defect Evidence & Photo Requirement
Customers requesting a return for defect/non-compliance will be asked to send clear and recent photos of the garment to info@muvluxe.com, highlighting the defect or discrepancy. If the condition of the goods received by MUVLUXE differs from the photos submitted, the right to return may be forfeited.
Condition of Returned Items
Returned items (including items returned for size exchange) must be in perfect condition. This includes original packaging, tags and labels. Items must not be washed, worn, damaged, or contaminated with odors (for example perfumes). Packaging and boxes must also be intact. Garments should be packed using the original packaging or equivalent protective packaging suitable for transport. Failure to comply with these conditions may result in MUVLUXE refusing the return or exchange.
Costs & Reshipment
Shipping costs are non-refundable. Costs for returning an item and for sending a replacement product are charged to the buyer, unless MUVLUXE has confirmed a manufacturing defect. The buyer must pay the amount of €50 to MUVLUXE by bank transfer or other payment methods agreed via email. Upon receipt of payment, MUVLUXE will collect the returned package and ship the replacement item, subject to the stated processing timelines.
Size Assistance & Timing
To avoid unnecessary returns or exchanges, MUVLUXE offers size selection assistance via Instagram, WhatsApp or email. For size changes and reshipments, please allow approximately 30 days from the date MUVLUXE receives the transfer/payment for the replacement to be processed and dispatched. Model changes (i.e., exchanging one style for another) are not possible.
Evaluation of Requests
MUVLUXE reviews each request on a case-by-case basis and reserves the right to accept or refuse return/exchange requests in accordance with this policy.
How to Return an Item
- Contact our customer service at info@muvluxe.com within 7 days from receipt of the goods.
- Use the email subject line: Return / Exchange Request. In the email body include your full name and order number and specify the reason for return or exchange.
- Attach several recent images of the product clearly showing the defect or issue. Images must be as recent as possible. If goods returned are in a different condition from the images provided, the right to return may be lost.
- Our customer service will respond with the return address and any further instructions.
- Pack the goods carefully (preferably using the original packaging) to ensure they are not damaged during shipment.
- Once the returned package is received at the originating warehouse, customer service will contact you to determine the best resolution. Returns typically take 20–30 days to arrive at our warehouse.
Parcel Returned to Sender
If a parcel is returned to sender due to courier issues (for example, damage in transit or customs) it will be processed by our logistics partner upon receipt and reshipped as appropriate. Please allow 10–15 days for this process and contact info@muvluxe.com for updates. We apologize for any inconvenience.
Contact
For any further questions or clarifications, please contact us at info@muvluxe.com or reach out via our official social channels.
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