Refund and Returns Policy

How does the delivery process work ?

Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.
Once they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner.
Our delivery partners then bring the package to you at the earliest. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.

Why there is a ‘Delivery charge’?

Delivery charge is nothing but the shipping fee which is applicable only on orders with a total value less than INR 499. This is to cover for our logistics cost to ensure that products are delivered at your doorstep in the best and safest way possible.

Are there in hidden charges or Taxes when I shop on Lukse?

No, there are no hidden charges or taxes when you shop on Lukse

Why it is showing ‘invalid pincode’?

We regret to inform you that Lukse is not currently delivering in your pincode area. We apologise for any inconvenience caused.

MY order has been shipped, how can I track it ?

Once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order.
You can visit My Order section. The track button will get activated once the order is shipped. Sometimes, courier takes upto 12 hours to activate the link, so kindly try after the mentioned period.
If you are a guest user, you can either track through the link shared with you over email/sms. Or you can signup/sign in using your email to track the order through your My Order section

How do I check the status of my order?

Tap on “My Orders” section under main menu of App/Website/M-site to check your order status.

How can I get my order delivered faster?

Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service and your area pincode is serviceable, you will receive a communication from our end.

How are the items packed ?

Your order will come in our Signature gift box, elegantly tied with a ribbon, inside the boxes items are covered in a plastic layer. Each individual product is packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.

Our packaging for products conveys our brand value effect

Does Lukse deliver products outside India?

No. At this point, Lukse delivers products only within India.

Can I modify the shipping address of my order after it has been placed?
Yes, You can modify the shipping address of your order before we have processed (packed) it, by updating it under ‘change address’ option which is available under ‘My order’ section of App/Website/M-site

Return & Exchange Policy

How Return and Exchange work?

Our returns and exchange policy gives you an option to return or exchange items purchased on Lukse for any reason within the specified return/exchange period (check product details page for the same). We only ask that you don’t use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. There are two ways to return the product to us:

Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
Self-Ship: If we don’t offer a pick up at your location. In such cases, we will credit the shipping costs in your bank account or Lukse’s wallet provided the product meets the return policy and you have shared scan copy of the courier receipt with us , amount for the maximum shipping cost to be provided by us INR 100.

After the product has been received at our warehouse and has passed a quality check. If the picked up product does not pass the quality check, we shall ship it back to you. If you choose to exchange the item for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item, free of cost. However all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative product, we suggest that you return it to obtain refund and purchase the new item separately.

The following EXCEPTIONS and RULES apply to this Policy:

All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact.

Under Exchange Policy, only size exchanges are allowed. Items can be exchanged for a similar size or a different size. Exchanges are allowed only if your address is serviceable for an exchange by our Logistics team.
In case you have purchased an item which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well
Lukse will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, Lukse would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User
If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.

NOTE: NO PRODUCTS SHALL BE ACCEPTED IF THE WARRANTY CARD IS MISSING WHILE RETURN OR EXCHANGE OF THE PRODUCTS.

INCASE OF THE GIFT ITEMS ALONG WITH THE PRODUCTS ARE NOT RETURNED DURING THE RETURN OR EXCHANGE

A RETURN/EXCHANGE WOULD NOT BE ACCEPTED INCASE THE SHIPPING BOX IS MISSING.

Does Lukse pick up the product I want to return from my location?

Currently, we pick up products only from selected PIN Codes. If your area pincode is serviceable, you will be able to select the pickup option when you create a Return Request on App/Website/M-site.

We will pick up the return within 4 – 7 days from the request placement date.
Please keep the return shipment ready.

Why has my return request been declined?
This may have happened, if the item you returned is used, damaged or original tags are missing. In the event that the return request is declined, the user shall not be eligible for a refund, and Lukse assumes no liability in this regard. For more details, please call our customer care.

When will I get my refund?
For refunds taken into Bank Account (via IMPS), your refund will reflect in your account within 3 to 5 business days once the product has been received at our warehouse and has passed a quality check. . For refunds taken into Lukse’s Wallet, your refund will reflect instantly. For refunds to source account (that is Credit Card, Debit Card and Netbanking), your refund may take 7-10 days to reflect in your account depending upon your bank partner.

Please note, Lukse initiates the refund upon successful return pick up, or after the returned item has reached us and quality check is successful. Therefore, the refund initiation time may vary by time taken by the courier partner to deliver the return to a Lukse warehouse. In case of any refund discrepancies, Lukse may at its sole discretion, request you to share with us a screenshot of your bank statement.

How do I return multiple products from a single order?

If you are returning multiple products from a single order then, you will receive a separate Return ID via e-mail for each item. If you are self-shipping the products, you can ship all the products in a single shipment. Please mention the Return IDs for all the products on a single sheet of paper and place it inside the packet.If mode of return is Pickup, our courier person will pickup the products from the pickup address.

Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

If you have received a damaged or defective item/wrong product in my order, how should you proceed?
In the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow this to initiate your return/refund within 7 days of receiving the order:

Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals and labels intact.
To be noted: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount in your Lukse wallet or bank account as per your convenience.

Cancellation Policy
What is Lukse’s Cancellation Policy?

You can now cancel an order when it is in packed/shipped status, as long as the cancel option is available on App/Website/M-site. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made .

How do I cancel my Order?

Tap on “My Orders” section under the main menu of your App/Website/M-site and then select the item or order you want to cancel.

When will I receive my refund?
If you had selected Cash on Delivery, there is no amount to be refunded because you haven’t paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 6-7 business days from the time of order cancellation.