Returns & refunds

Last updated: October 22, 2026

This policy explains how cancellations, returns, refunds and exchanges work for orders placed on luxelleshop.com, operated by ECOM WORLD SERVICE LIMITED.

Order Processing and Cancellation

Every order is processed within 2–3 business days of purchase before it is shipped. You can cancel your order within 2 days of purchase, as long as it has not yet been shipped. An order cancelled before shipment receives a full refund to the original payment method, credited within 3–5 business days.

To cancel, email luxellebusiness@outlook.com with your order number. Once an order has shipped it can no longer be cancelled, but you can return it as described below.

Return Window

You can request a return within 30 days of delivery.

Return Conditions

Items must be unused and in the condition you received them.
Items must be returned in their original packaging, with all accessories and instructions included.
Please include your order number with the return.

How to Start a Return

Email luxellebusiness@outlook.com with your order number, the item(s) concerned and the option you choose: refund, replacement or return (see Exchange Policy below). For damaged, faulty or incorrect items, please attach a photo.

We reply within 1 business day with your return confirmation and instructions. Please wait for our confirmation before sending anything back.

Returns Warehouse Address

Returns are handled by our returns warehouse. This address is used for returns only and is not the registered office of ECOM WORLD SERVICE LIMITED, which is listed under Company Information below.

Returns warehouse:
3rd Floor, Building 1, Huaxi Science and Technology Park
No. 35, Xianxing Road, Xianlin Street, Yuhang District
Hangzhou, Zhejiang 311100
China

Return Shipping Costs

Damaged, faulty or incorrect items: we cover the return shipping cost. We reimburse the postage shown on your carrier receipt, together with your refund or when we ship your replacement.
All other returns, including change of mind and replacements for a different size: the return shipping cost is paid by the customer. The cost is the rate charged by the carrier you choose, calculated on the weight and size of the parcel and the distance from your location to our returns warehouse.

We recommend a tracked shipping service and keeping your proof of postage. As standard shipping is free on all orders, there are no original shipping charges to be deducted from or added to your refund.

Refund Method and Timing

Refunds are issued to the original payment method used for the order. Once your return arrives at our returns warehouse and passes inspection, we approve the refund and confirm it by email. The refund is credited to your original payment method within 3–5 business days of approval.

Exchange Policy

Every request is handled by returning the item to our returns warehouse. You can choose one of three options:

Option 1: Refund

When it applies: the item arrived damaged, is faulty, or is not the product you ordered.

How to request it: email luxellebusiness@outlook.com within 30 days of delivery with your order number and a photo of the item.

What happens next: we confirm your request within 1 business day and send the return instructions. You send the item back to our returns warehouse and we cover the return shipping cost. Once the item has been received and inspected, we refund the full product price plus your return postage to your original payment method within 3–5 business days of approval.

Option 2: Replacement

When it applies: you would like a new unit of the same product, or the same product in a different size, subject to availability.

How to request it: email luxellebusiness@outlook.com within 30 days of delivery with your order number and, if needed, the size you want.

What happens next: we confirm your request within 1 business day and send the return instructions. You send the original item back to our returns warehouse. Once it has been received and inspected, we ship the replacement free of charge: it is processed within 2–3 business days and delivered in 4–8 business days, depending on your location. Return shipping is covered by us if the original item was damaged, faulty or incorrect, and by you in all other cases. If the replacement is not available, we issue a full refund instead, credited within 3–5 business days.

Option 3: Return

When it applies: you have changed your mind and no longer want the item.

How to request it: email luxellebusiness@outlook.com within 30 days of delivery with your order number. The item must be unused and in its original packaging.

What happens next: we confirm your request within 1 business day and send the return instructions. You send the item back to our returns warehouse at your own cost. Once it has been received and inspected, we refund the full product price to your original payment method within 3–5 business days of approval.

Contact

Questions about returns: luxellebusiness@outlook.com. We reply to all messages within 1 business day, Monday to Friday.