Exchange & Returns Policy

RETURNING YOUR PURCHASE  

START A RETURN OR EXCHANGE

We cannot refund or cancel orders once 48 hours has passed since the time you place your order.

Customer satisfaction is our top priority. If you need to exchange or return your order, we're happy to help, as long as you follow our terms and conditions.

Please remember, it's your responsibility to make sure we receive your return safely and approve the process. If you don't receive an email from us confirming that we've received your parcel, it means we haven't received it yet.

We will not be held accountable for any items lost in transit. It is the buyers responsibility to return the item/s to us in due time and provide the correct email address for communication.


WHAT IS YOUR RETURNS POLICY?
We will exchange or refund non sale items provided the item is returned to us in the same unworn, unwashed condition with the swing tag still intact and in the clear packaging it was sent in within 7 days of the buyer receiving it.

Items on sale may be returned for an exchange only.

If there is a scent of perfume or a mark on the item due to make-up or deodorant from trying on the item, the return will be refused and the item will be returned back to you. We reserve the right to refuse refunds if the returns procedures have not been followed.

Please note that original shipping charges are non-refundable and if your shipping fee was waived (thanks to free-shipping promotion), refund will be excluding shipping fee if your final order value falls below the threshold to receive free shipping.
If any of the returns procedures have not been followed and we have to return the item back to you, a shipping fee of £4.50 will need to be paid. The item will remain on hold until this fee is paid.

Depending on how busy we are it may take up to 14 days to process your return from the day it is received back and during Ramadan it may take up to 21 days.


HOW DO I RETURN AN ITEM?
Please email us on info@myimperialluxury.com with your order number and reason for return. You will then receive a reply within 48 hours with further details on how to return the item.

DO I NEED TO PAY FOR RETURNS SHIPPING?
Please note all shipping costs are incurred by the buyer. Imperial Luxury does not provide a shipping label and we will not reimburse the cost of return. The item is also your responsibility until it is delivered to us, we therefore recommend returned items to be sent in a form of signed tracked delivery. We will not accept responsibility for items lost in transit.

HOW DO I EXCHANGE AN ITEM?
Please email us on info@myimperialluxury.com with your order number and which item you would like to exchange for. You will then receive a reply within 48 hours with further details on how to exchange the item.

I AM AN INTERNATIONAL CUSTOMER, HOW DO I RETURN AN ITEM?
Please email us on info@myimperialluxury.com with your order number and reason for return. You will then receive a reply within 48 hours with further details on how to return the item. If you are returning item(s) to us from outside of the EU, you must complete a customs declaration, clearly stating that the package contains ‘RETURNED GOODS’. If your parcel is stopped at UK Customs and a charge levied, we will refuse payment and the package will be returned to the sender. Under no circumstances can Imperial Luxury pay customs duty in order to receive back our items.

HOW WILL I RECEIVE MY REFUND?
Once the return has been approved, you will receive your refund via the same method used to make your purchase.

WHEN WILL I RECEIVE MY REFUND?
Once the return has been processed and approved (This can take up to 7 days once the item has been received back) you will receive a confirmation email indicating that your refund has been processed. Remember that payments to your credit card always depend on your bank/building society and can in some cases take 7-10 working days to reach your account.


Once the order is shipped, the courier is responsible for delivering the item to you and we cannot control their delivery time.

Please note the same applies to customs delays with international deliveries – we cannot control your country’s customs and how long they take to release your item.

The courier will only deliver to the address specified and will not leave the item with a neighbour. If no one is at home to accept the item the courier should leave a card advising that an attempted delivery was made and provide details for re-arranging delivery for another day.

Once the item has been shipped you will receive an email with the tracking number and the courier used. It is the buyers responsibility to ensure the correct address is entered on the order. Imperial Luxury will take no responsibility if an incorrect address has been entered and the buyer does not receive the item.

CAN I RETURN A SALE ITEM?
Sale items may be returned for an exchange only. Please ensure you are mindful when purchasing a sale item. If you require more product and/or sizing information, please email on info@myimperialluxury.com before purchasing.

WHAT ARE THE SHIPPING COSTS AND WHAT ARE THE DELIVERY TIMES?
We endeavour to dispatch all items within 24 hours of the order being received, however, during busy periods it may take up to 48-72 hours. For special next day delivery (UK Orders Only) the order must be received by 1pm to ensure it is dispatched the same day.
Majority of our UK parcels are sent via Royal Mail as signed for recorded delivery, larger orders will be dispatched via DHL. For international orders our delivery partners are UPS and Fedex.