How do I return an item?
We accept returns within 14 days of delivery. To be eligible, items must be unused and in their original packaging. If 14 days have passed since delivery, we are unable to process a return or exchange.
Personalised and custom size prints are not eligible for a return or exchange.
If you believe your item is faulty, please notify us within 14 days of receipt so we can resolve the matter promptly.
How do I request a return?
To submit a return request, please follow the steps below:
1. Click the profile icon in the store navigation, or visit our refund policy or returns page.
2. Log in to your account using your email address. You will receive a six-digit verification code — enter this to access your account.
3. Select the order you wish to return.
4. If your order contains multiple items, select the relevant item(s).
5. Choose a return reason and add any relevant notes.
6. Click Request return. If approved and return shipping is required, you will receive instructions by email. A refund will be issued once the item has been received.
Large Format Prints – Non-Returnable
Large format prints sized 70cm x 100cm (Non-Returnable) and above are excluded from our standard returns policy. These prints are produced to order by our specialist printing partner and cannot be cancelled, returned, or exchanged once production has commenced.
This does not affect your statutory rights. If your print arrives damaged or faulty, please contact us within 48 hours of delivery with photographic evidence and we will arrange a replacement.
Can I return a custom size print?
No. Custom size prints are produced to your specified measurements and are therefore non-resalable. We are unable to offer a refund or exchange on these items.
What if my item arrives damaged?
If your item arrives damaged, please email us a photograph of the damage within 48 hours of delivery. We will arrange a replacement or refund as appropriate.
How long will my refund take?
Once we have received and inspected your return, we will notify you by email. A credit will then be applied to your original payment method within up to 10 working days.
I haven't received my refund — what should I do?
If you have not yet received your refund, we recommend contacting your bank in the first instance, as processing times can vary. If the issue persists, please contact us at info@dluxeprints.co.uk and we will be happy to assist.
Can I exchange an item?
Yes. If you would like to exchange an item, please follow the returns process above and select the exchange option when prompted.
Are returns free?
Under the Consumer Contracts Regulations, customers are responsible for the cost of returning unwanted items. Return shipping costs are non-refundable. Please note that if you return part of an order, the original shipping cost is also non-refundable.
International Orders
International orders are printed locally in the destination country via our specialist printing partners. This means your order is produced closer to you, avoiding customs fees, import taxes, and cross-border delays. D'Luxe Prints accepts no responsibility for any delays outside of our control.
Still have a question?
Please don't hesitate to get in touch at info@dluxeprints.co.uk — we're always happy to help.
