How do I return?
Our return policy is 14 days from when you received your order. If 14 days have gone by, unfortunately we are unable to issue you a refund or exchange.
To be eligible for a return, your item must be unused and in the original packaging.
Personalised and custom size prints are not eligible for a refund or exchange.
If you believe your item to be faulty please let us know within 14 days so that we can do our best to rectify the issue for you.
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return. If your return request is approved and requires shipping, then you receive an email with shipping instructions. After the product is returned, you receive a refund.
For any items that arrive damaged please email us a photo of the damage within 48 hours of receiving so we are able to arrange a replacement or refund.
How long until I get my money back?
Once your return is received, we will send you an email to notify you that we have received your returned item and a credit will automatically be applied to your credit card or original method of payment, this can take up to 10 working days.
I haven't received my refund?
If you haven’t yet received your refund, please first contact your bank. There is often some processing time before a refund is posted.
If you have still not received your refund, please contact us at email@example.com
Can I return custom size print/s?
No. As the prints have been printed to the measurements you have requested, we are unable to refund or exchange on custom size prints as these are not resalable.
Can I exchange?
If you wish to exchange something, please send us an email at firstname.lastname@example.org and complete the returns form included in your order.
Are returns free?
Under the Consumer Contracts Regulations, you will be responsible for paying for your own shipping costs for returning unwanted items and these costs are non-refundable.
Our shipping costs are also non-refundable if you return part of your order.
We will provide a shipping label for your return and a flat rate return fee of £2.99 will be deducted from your order refund. The return will be trackable and once your returned order has been received, your order will be refunded minus the £2.99 flat rate return fee within 7-10 calendar days.
Not answered your question?
Please drop us an email to email@example.com and we will be happy to help.
Buyers are responsible for any customs and imports taxes that may apply. D'Luxe Prints accept no responsibility for delays due to customs.