Our Returns Policy is all about making your shopping experience more enjoyable.
Change of mind
If you have changed your mind and are able to provide proof of purchase, Italian Luxury Group may offer you an exchange provided the product is:
- unworn or unused with all original, sealed packaging and all tags attached;
• in saleable condition; and
• not subject to the exclusions listed below.
The exchange or refund must be requested within 30 days of purchase and you must provide satisfactory proof of purchase. Italian Luxury Group reserves the right to refuse a refund for change of mind. In such cases, Italian Luxury Group may allow an exchange that matches the current value of the products.
You will be required to pay all shipping costs to and from Italian Luxury Group.
Exclusions
Please choose carefully when purchasing the following products, as change of mind returns will not be provided on:
- Discontinued range
- Made-to-order items
- The following items are not eligible for a change of mind return.
- Framed Prints, Jewellery, Perfumes, Hand Wash, Shower Gel, Body Bath.
- Hand Cream and Body lotion.
Return eligibility
- We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund). This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the original packing material the item was sent with.
- For health and hygiene reasons, the packaging it must not be opened.
- Due to hygiene reasons, we are unable to accept returns for swimwear, earrings and hosiery, unless they are faulty or have been sent to you by error.
- When trying on clothing, please ensure that you are not wearing any fragrance, make-up or deodorant that may leave a scent or mark.
Damaged or faulty goods
Italian Luxury Group will replace or repair any faulty goods as per Australian Consumer Law.
If you receive a damaged or defective item, contact our Customer Service immediately. Please supply multiple digital photos of the damaged item after received the items(s) for further assessment. Multiple digital photos of the internal and external packaging. Your order number from your original confirmation e-mail. We will also need your e-mail address and phone number. Italian Luxury Group will make every reasonable effort to replace the item in a timely manner. If there is extensive damage to the carton, refuse the order and send picture to us to prof, and contact our Customer Service immediately. Please have your order number available when you contact Customer Service.
We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.
We require evidence that a collection has in fact occurred.
The Proof of Pick up would include:
CCTV footage or photographic evidence of the collection being made.
A signed pickup manifest from the driver
The registration of the vehicle, name of the driver and time of collection
Any other evidence that would prove beyond reasonable doubt that the collection was made.For all information you may need, please contact us
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