Return window
Eligible online purchases may be returned within 14 days of the delivery date.
Return conditions
To be eligible for a return, items must be:
- Unworn, unwashed, unused and unaltered, in the same condition you received them
- Returned with all tags attached
- Returned in their original packaging, including any boxes, dust bags, authenticity cards and accessories
- Accompanied by your receipt or proof of purchase
We may refuse a return, or reduce the refund, if an item shows signs of wear or has been altered in any way.
Final sale items
The following items are final sale and cannot be returned:
- Handbags
- Jewelry
- Accessories
- Swimwear
- Homeware
- Beauty and personal care products
- Sale items marked 20% off or more
- All pre-owned items
- Any item sold in "as is" or vintage condition
- Custom orders, special orders and gift cards
- Purchases made with Afterpay, layaway, or full or partial store credit
- All in-store purchases
How to start a return
- Email shop@prelovedandluxe.com with your order number, the items you want to return and the reason.
- A team member will review your request and email you an approval with return instructions. Returns sent without prior approval will not be accepted.
- Ship your approved return within 7 days of the approval email to: PreLoved & Luxe Inc., 5431 Spring Garden Road, Unit 203, Halifax, NS B3J 1G1, Canada.
- Please send all items from your return in one parcel, from the country your order was delivered to.
Return shipping
- Canada: once your return is approved, we will email you a free return shipping label.
- United States and international: you are responsible for arranging and paying for return shipping, plus any duties and taxes that apply. We recommend a tracked and insured service, as we cannot be responsible for returns lost in transit.
- Original shipping charges, duties and taxes are not refunded, unless the item was faulty or we sent the wrong item.
Refunds
Once we receive and inspect your return, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since your return was approved, contact us at shop@prelovedandluxe.com.
Items that arrive outside this policy will be sent back to you at your expense, or consigned on your behalf.
Damaged, faulty or incorrect items
Please inspect your order when it arrives. If an item is damaged, faulty or not what you ordered, email shop@prelovedandluxe.com right away with your order number and a short video showing the issue (compressed into one file small enough to email). We will review it and make it right.
Pre-owned items
All pre-owned items are final sale. Every item we offer is carefully inspected before it is listed. All items in our PreLoved section are pre-owned, and their condition reflects their previous life and wear. We provide detailed descriptions, photographs and condition notes so you can shop with confidence, and we encourage you to review them carefully before purchasing.
PreLoved & Luxe is responsible only for the condition of an item as it was received from the consignor. Because we do not manufacture these products, we cannot accept liability for issues from original production or craftsmanship that appear after purchase, such as hardware or zipper failures, sole separation or seam tears.
If you have any questions about an item's condition before you buy, our team is happy to help.
European Union and United Kingdom customers
If your order is delivered to the European Union or the United Kingdom, you have the right to cancel or return it within 14 days of delivery for any reason, without giving a justification. Items must be returned in the condition you received them, unworn and unused, with tags and original packaging, and with proof of purchase.
Questions
Email shop@prelovedandluxe.com or call 902-918-4011.