Delivery & Returns
Thank you for shopping at FS Luxury.
If you are not fully pleased with your order, we are here to assist. We will provide a full refund for your purchase, including shipping fees for all damaged, defective, or wrongfully shipped items. If you are not happy with your purchase, don’t hesitate to contact us as soon as possible to start processing your return and refund.
Conditions for Return
- You can only return goods within 14 days from the day you receive them. We advise our customers to examine the contents of their delivery as soon as it arrives. Once you are sure the items are damaged or wrongfully shipped, please initiate the return/refund process as soon as you can.
- Please kindly contact our customer service department and ask to return your order. Please do not return the package directly to the address on our website or on the package, which are not our return address.
- To be eligible for return/refund, the item must be in its original state. We will not accept the return of used, worn, washed, altered, or damaged goods. Please ensure that you leave the original tags on the items if you wish to return them.
- AII our items are made to order. This means that we do not stock extra items in our store. Once you place your order, it will be made specifically for you. Therefore, we will not accept returns of goods that are as per your order. Our return policy only accommodates damage or wrongful shipment of items.
- When you ship your return to us, please ensure that you keep your shipping receipt and tracking information. We are not liable for returned goods that are wrongfully shipped, damaged, or lost during shipping.
- Once you receive an item that you think is defective, damaged, or wrongfully shipped, please take images of the original package. This will help us fast-track the processing of your return, partial refund, or full refund.
- Once we receive your returned goods, we will inspect your order and notify you that we have received them. Once your return is processed and approved, we will initiate the refund process via the original payment method. Depending on your card issuer’s policies, you can expect to receive your credit within a few days.
FAQ
FS Luxury will process a full refund, plus a shipping fee for all damaged, defective, or wrongfully shipped goods. If you are unsatisfied with your order, please take images of the original order so that we can process your refund.
If you change your mind about the order, please process the return request within 14 days of receiving the order. Note that these are calendar days, so weekends are also considered. Therefore, it is in your best interest to contact our customer service department as soon as possible to process your return.
All undamaged returns should be shipped back in their original condition. We do not accept the return of worn, washed, altered, or damaged items. Also, ensure that all returned items are shipped back with their original tags. We may not issue a return for goods that do not meet these conditions or comply with our return policy.
Once you have submitted your return request and we have acknowledged receipt, it will take up to 7 business days to process your return, exchange, or refund. Please note that the time it takes to receive your credit depends on the policies of your card issuer or bank. Usually, it takes between 7 to 14 working days from most card issuers to process a refund.
All custom fit orders are tailor-made to your specifications. This essentially means that once the order is complete, it will be for you and you only. We can’t resell a custom-fit order to another customer. Therefore, we will not process returns or refunds for custom-fit orders unless there is a quality issue. Before you place your order, please ensure that you go over and confirm details about the color, style, and measurements within 24 hours of finalizing your order.
If there is a quality issue, please take images of the original shipment and contact our customer services to request a return. We will notify you once your request has gone through, and a return or refund can be processed within seven days of receiving and inspecting your order.
Please understand that all our dresses are made-to-order, which means the dresses you order are special for you. We put our heart into every dress,the dresses can’t be restocked or resold if returned.For this reason, we can’t accept “buy-many-keep-one” order. In order to reduce environmental waste and waste of resources, we do not suggest “buy-many-keep-one” order. Once your order is confirmed, we will think that you need all the items in your order and strictly follow our return and refund policy.
If you wish to keep your order and make your adjustments, we can offer you a reimbursement. We understand that sometimes, some minor adjustments might need to be made to your order to get the perfect fit. Hence, we offer limited alterations reimbursement for all dresses. This includes both standard sizes and tailor-made dresses. All you need to do is forward us a copy of the tailor’s receipt and your order number. Here are our reimbursement limits for custom fit order dresses in GBP:
For dresses priced £99 or less – Reimbursement limit £35
For dressed priced £100 – £199 – Reimbursement limit £50
For all dresses above £200 – Reimbursement limit £75