Refund policy

At Luxor Finland, we take pride in offering high-quality products and excellent service. However, we understand that a purchase may not always meet your expectations. Consumers have a statutory 14-day right of withdrawal for eligible online orders. We also offer exchanges within the same period, subject to product availability.

To exercise your right of withdrawal or request an exchange, please log in to your customer account, select the relevant order and item, and submit a return request. You will then receive an email confirming that your withdrawal notice has been received.

→ Start a return

Please wait for our return instructions before sending the item back so that we can help ensure a smooth and secure return process.

You may also exercise your right of withdrawal without using a customer account. Please email info@luxorfinland.com with your order number or use the form below.

Submit a return form

Submitting the withdrawal notice within 14 days is sufficient to meet the withdrawal deadline. The item must then be sent back without undue delay and no later than 14 days after the withdrawal notice was submitted.

Return Conditions

Customers may inspect an item in the same manner as they reasonably could in a physical shop. The item should be returned with all accompanying accessories, certificates, dust bags, packaging and tags, where applicable.
Please handle the item carefully and do not use it beyond what is necessary to establish its nature, characteristics and fit. This includes avoiding new wear, stains, makeup, perfume, odours, cigarette smoke or other changes to the item.
If the item has been handled more than necessary and its value has consequently decreased, Luxor Finland may deduct an amount corresponding to the actual loss in value from the refund, as permitted by applicable consumer protection law.
Luxor Finland will not automatically refuse a statutory return solely because the item’s condition has changed. Any deduction will be assessed individually and must reflect the item’s actual decrease in value.
If an item arrives damaged, incomplete or otherwise not as described, please contact us as soon as reasonably possible at info@luxorfinland.com and include clear photographs of the issue. We recommend notifying us within 48 hours so that the matter can be investigated promptly. This recommendation does not limit the customer’s statutory rights or Luxor Finland’s liability for defects.
After receiving and inspecting the returned item, Luxor Finland will issue the applicable refund to the original payment method.

Authenticity Guarantee

All items sold by Luxor Finland are carefully inspected and guaranteed authentic.

Authenticity concerns are handled separately from ordinary change-of-mind returns and are not restricted by the standard 14-day return period. If an item sold by Luxor Finland is found to be inauthentic, the customer will receive a full refund, including the purchase price, original delivery costs and reasonable return shipping costs.

Return Costs and Cancellations

- When exercising the statutory right of withdrawal, the customer is responsible for the direct cost of returning the item unless the item is defective, damaged, not as described or inauthentic.
- The customer may arrange the return independently using a tracked and adequately insured shipping method.
- For returns within Finland, Luxor Finland may offer an optional prepaid return label for €9.90. If the customer chooses this service, its price will be deducted from the refund.
- For returns from outside Finland, the customer may arrange and pay for the return independently. If Luxor Finland offers a prepaid return service, its price will be communicated before the customer agrees to use it.
- Products purchased as part of a combined or individually negotiated offer remain subject to any applicable statutory right of withdrawal. If only part of an offer is returned, the refund will be based on the price allocated to the returned item in the order.
- An order may be cancelled free of charge before it has been shipped. If the order has already been shipped, the cancellation will be handled as a return, and the customer will be responsible for the direct return shipping cost.

Uncollected Orders (Posti Collection Point)

Failing to collect an order from a Posti collection point does not by itself constitute a valid withdrawal notice. If you wish to cancel an uncollected order, please notify Luxor Finland clearly by email at info@luxorfinland.com or through our return form.

If an order is returned to Luxor Finland because it was not collected, Luxor Finland may deduct the direct and reasonable costs caused by the uncollected shipment from the refund where permitted by law. These may include the carrier’s actual return-transportation costs. No additional penalty will be charged.

This does not limit the customer’s statutory rights if the item is defective, damaged, not as described or inauthentic.

International Returns

The statutory 14-day right of withdrawal described in this policy applies to eligible consumer orders delivered within the EU and EEA.

For orders delivered outside the EU or EEA, voluntary change-of-mind returns are not offered unless otherwise agreed in writing. This does not exclude any mandatory consumer rights applicable in the customer’s country or the customer’s rights where an item is defective, damaged, not as described or inauthentic.

Customers returning an item from outside Finland are responsible for the direct return shipping costs unless the return concerns a defective, damaged, incorrectly described or inauthentic item.

Refunds

Luxor Finland will initiate the refund without undue delay and no later than 14 days after receiving the withdrawal notice. We may withhold the refund until the returned item has been received or the customer has provided evidence that the item has been sent back, whichever occurs first.

Refunds will be issued using the same payment method used for the original purchase unless another method is expressly agreed with the customer. The time required for the funds to appear in the customer’s account may vary depending on the bank or payment provider.

When a customer exercises the statutory right of withdrawal, Luxor Finland will refund the purchase price and the cost of the least expensive standard delivery option offered for the order.

If the customer selected a more expensive delivery method, such as express delivery or Kotipaketti, Luxor Finland is not required to refund the portion exceeding the cost of the least expensive standard delivery option.

If an item is defective, damaged, not as described or found to have an authenticity issue, the customer is entitled to the remedies available under applicable consumer protection law. Where the contract is cancelled due to such an issue, Luxor Finland will provide a full refund and cover the reasonable return shipping costs. No return-related fees will be charged.

Additional Information

- This return policy applies to items purchased directly from Luxor Finland’s website.
- Purchases completed at our physical showroom do not have a statutory change-of-mind return right unless a return right has been separately agreed. This does not limit the customer’s rights regarding defective, incorrectly described or inauthentic products.
- For items sold as brand new, all tags should remain attached and the item should be returned unused. If the item has been handled beyond what is necessary to inspect it, Luxor Finland may deduct an amount corresponding to its actual decrease in value.
- Product reservation services are governed by their separate terms.

At Luxor Finland, your satisfaction is very important to us. If you have any questions about returns or exchanges, please contact us at info@luxorfinland.com — we are always happy to help.

Updated: 14.9.2026