At Out Luxor, we combine London-inspired fashion with global convenience. Our shipping and returns policies reflect our commitment to quality service that matches our refined tailoring standards.

Shipping Information

Order Processing

All orders are processed within 1-2 business days from our London headquarters. You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two shipping options to suit your needs:

  • Standard Shipping: £12.95 via DHL or FedEx
    • Delivery within 10-15 business days after dispatch
    • Includes full tracking
  • Free Shipping: Available for orders over £50 via EMS
    • Delivery within 15-25 business days after dispatch
    • Basic tracking included

Note: We currently ship worldwide except to certain remote areas and parts of Asia. Shipping times may vary during peak seasons.

Returns & Exchanges

Our returns policy is as refined as our tailoring – designed for your complete satisfaction while maintaining our high standards.

Our Return Promise

We accept returns and exchanges within 15 days of receiving your order. To qualify for a return or exchange:

  • Items must be unworn, unwashed, and in original condition
  • All original tags must be attached
  • Items must be in their original packaging

Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

  • Underwear
  • Swimwear
  • Pierced jewelry

Exceptions are made if these items are faulty – please contact us immediately in such cases.

How to Return an Item

Our London-efficient returns process:

  1. Initiate your return: Email us at [email protected] with:
    • Your order number
    • Details about the item(s) you wish to return/exchange
  2. Wait for approval: Our London team responds within 4 business hours with return authorization and instructions
  3. Package your items: Securely pack items with all tags in original packaging
  4. Ship your return: Send to our London address using a tracked 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 strongly recommend using a tracked service as we cannot be responsible for lost returns.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds processed within 3-5 business days
  • Method: Refunds 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 our signature efficiency:

  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 at [email protected]. We’ll cover return shipping costs and expedite your replacement or refund.

Return Request Template

For your convenience, use this template when contacting us:

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 London-based customer service team is available to assist with any shipping or 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.