FREQUENTLY ASKED QUESTIONS

Have a question? We’re here to help.

How do I make a return?

We’re pretty stringent with our quality control, but occasionally something might slip through the cracks.  If your product is faulty, or we sent you an incorrect order by mistake, send it back to us within 30 days of delivery for a full refund or exchange. 

If you change your mind (it happens to the best of us), please contact hello@luxandnyx.com as we would love to help you exchange or refund your purchase (excluding products indicated as final sales) if returned within 30 days of delivery.  

There are a few things to note:  All items must be returned in original condition and in the original packaging.  A flat $10 shipping & restocking fee will be charged upon refund (this does not apply to exchanges or store credit).  The return shipping fee will be deducted from your refund when using our pre-addressed label.  The returned item must be received within a 10 day window post return request. 

Note:  Due to the impact of COVID-19, some returns may experience longer lead times for processing

Can I return an item purchased on sale?

We accept returns (in accordance with our return policy above) on any items not marked “Final Sale”.

How do I return something I received as a gift?

You can email hello@luxandnyx.com and provide either the order number or the purchaser’s name, and we can help you from there!

How long will it take to receive my refund? And where will my refund go?

Please note that to protect the health and safety of employees, all returned packages will be held in isolation for 72 hours after delivery before any returns processing begins. Once removed from isolation, it will take 10-15 business days for it to be processed and for your refund to be issued. The refund will go to the payment method used when originally placing the order.

What is your holiday gift return policy?

Holiday gifts (excluding final sale items) purchased from November 1st to December 31st can be returned or exchanged until January 31, in the following year. 

General Returns Disclaimer:


All returned products must be unused, undamaged, with all accessories included, and, whenever possible, packaged in the original boxes in order to ensure a full credit. Please understand that we reserve the right to refuse a refund request if a return does not comply with this policy.
Gift cards cannot be returned and cannot be exchanged for cash except where required by law. Coupons, promo codes and other discounts may not be used to purchase gift cards. In the event that a purchase made with a gift card is returned, the original gift card will be credited.