Exchange & Returns Policy

 

ORDER PROCESSING & DELIVERY TIMEFRAMES

We always aim to process and dispatch orders as quickly as possible. However, during Ramadan, peak seasons, and busy periods, processing times may be slightly longer due to a high volume of orders. We appreciate your patience and understanding during these times.

Once your order has been dispatched, delivery times depend on the courier's schedule, and we cannot be held responsible for delays caused by shipping providers, customs processing, or other external factors beyond our control.

If you have any concerns about your order, please contact us at info@myimperialluxury.com, and we'll do our best to assist you.

 

RETURNING YOUR PURCHASE  

START A RETURN OR EXCHANGE

Click START A RETURN OR EXCHANGE to begin the AfterShip return process. 

Important Notes:

We cannot refund or cancel orders once 48 hours have passed since you placed 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.

You are responsible for ensuring we receive your return safely and that it is approved. If you do not receive an email confirming we have received your parcel, this means we have not received it yet.

We are not responsible for any lost returns. It is the buyer’s responsibility to return the item(s) on time and provide the correct email address for communication.

How to Return an Item:

  1. Submit a Return Request
  2. Approval Process
    • Once your request is submitted, we will review and approve it based on our return policy.
    • If approved, you will receive an email with return instructions, including the return address.
  3. Return Your Item
    • You are responsible for return shipping costs. We do not provide prepaid return labels.
    • Securely package the item and use a tracked shipping method to ensure it reaches us safely.
  4. Processing & Refunds
    • Once we receive your return, we will inspect it and process your refund or exchange.
    • Refunds will be issued to the original payment method after approval.

WHAT IS YOUR RETURNS POLICY?

  • Non-sale items can be exchanged or refunded if returned within 7 days of receipt, in an unworn, unwashed condition, with swing tags intact and in original packaging.
  • Sale items may be exchanged only—no refunds.
  • Returns with perfume scent, makeup stains, or deodorant marks will be refused and sent back to you.
  • Original shipping charges are non-refundable. If your order had free shipping, the refund will exclude shipping costs if the final order value falls below the free shipping threshold.
  • If your return does not meet our policy and must be sent back to you, a £4.50 shipping fee will apply.
  • Returns processing may take up to 14 days (21 days during Ramadan).

 

DO I NEED TO PAY FOR RETURN SHIPPING?

  • Yes, all return shipping costs are the buyer’s responsibility.
  • We do not provide return shipping labels or reimburse costs.
  • The item remains your responsibility until it reaches us—we strongly recommend using tracked and signed delivery.

 

INTERNATIONAL RETURNS

  • Submit your request via START A RETURN OR EXCHANGE or email info@myimperialluxury.com.
  • If returning from outside the EU, declare the package as "RETURNED GOODS" on customs forms.
  • We will not pay customs charges—if fees are levied, the return will be refused.

 

REFUNDS

HOW WILL I RECEIVE MY REFUND?

  • Once approved, refunds are issued via the original payment method.

WHEN WILL I RECEIVE MY REFUND?

  • Refunds are processed within 7 days of receiving your return.
  • Your bank may take 7-10 working days to process the transaction.

 

SHIPPING & DELIVERY

  • We strive to dispatch orders within 24-72 hours. However, during busy periods such as Ramadan, sales events, or holidays, processing times may be longer.
  • strong data-end="4497" data-start="4416">Next-day delivery is guaranteed only for orders placed before 1 PM (UK time). Orders placed after this time will be processed the following business day.
  • Once an order has been shipped, the courier is responsible for delivery times.
  • International shipping delays due to customs clearance are beyond our control.
  • If you are not home, the courier should leave a card for redelivery arrangements.
  • A tracking number will be provided via email upon dispatch.

 

CAN I RETURN A SALE ITEM?

  • Sale items are exchange only—no refunds.

 

SHIPPING COSTS & DELIVERY TIMES

  • We aim to dispatch orders within 24-72 hours.
  • UK orders: Sent via Royal Mail or DHL (larger orders).
  • International orders: Shipped via UPS or FedEx.

 

CHANGES TO OUR POLICY

As our business continues to grow and evolve, Imperial Luxury reserves the right to modify, update, or change our Exchange & Returns Policy at any time. We will make these changes as necessary to ensure our policies are aligned with industry best practices and the needs of our customers.

Any updates or changes to this policy will be reflected on this page, and the effective date will be clearly indicated. By continuing to use our services after any changes have been made, you agree to be bound by the updated policy.

We encourage you to periodically review this page to stay informed of any changes.