At Out Luxor, we want you to love your London-inspired fashion pieces as much as we do. If you’re not completely satisfied with your purchase, our returns policy is as refined as our tailoring.

Our Return Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be:

  • Unworn, unwashed, and in original condition
  • With all original tags attached
  • In the original packaging

Note: For hygiene reasons, we cannot accept returns on underwear, swimwear, or pierced jewelry unless faulty. This policy matches our commitment to quality while respecting health regulations.

How to Return an Item

Our returns process is as efficient as our same-day order processing:

  1. Initiate your return: Email us at [email protected] with your order number and details about the item(s) you wish to return or exchange. Use our template below for quick processing.
  2. Wait for approval: Our London-based team will respond within 4 business hours with return authorization and instructions.
  3. Package your items: Securely pack the items in their original packaging, including all tags.
  4. Ship your return: Send the package to our London address using a tracked shipping method:
    Out Luxor Returns
    43 Queensway
    London, GB EC4H 7JB
  5. Confirmation: We’ll email you once we’ve processed your return.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a tracked service as we cannot be responsible for lost returns.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs: Original shipping fees are non-refundable

Exchanges

Prefer a different size or color? Our exchange process maintains the same efficiency as our order fulfillment:

  1. Follow the standard return process above
  2. Clearly state in your email that you’d like an exchange and specify the replacement item
  3. We’ll process your exchange once we receive the original item

For faster service, you may place a new order for the desired item while returning the original.

Faulty or Incorrect Items

If you receive a damaged, faulty, or incorrect item (rare with our quality control standards), contact us immediately. We’ll cover return shipping costs and expedite your replacement or refund.

Return Request Template

For your convenience, use this template when contacting us about returns:

Subject: Return Request – Order #[Your Order Number] Dear Out Luxor Team, I would like to request a return/exchange for my recent order #[Your Order Number]. Details: – Item name: [e.g., “London Tailored Trousers”] – Size/Color: [e.g., “Size M/Navy”] – Reason for return: [e.g., “Incorrect size” or “Change of mind”] [For exchanges, please specify desired replacement item and size/color] I confirm the item is unworn, with original tags attached, and in its original packaging. Please advise next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Questions?

Our customer service team is available to assist with any returns queries. Contact us at [email protected] and expect a response within 4 business hours – as prompt as our London-inspired service standards.

Thank you for choosing Out Luxor, where London style meets global convenience.