Refund policy

Effective date: 13 October 2026

Shop Luxe is a luxury consignment business. Every item we sell is pre-owned, has been checked and authenticated by our team, and is sold on behalf of the consignor who owns it. When an item sells, the consignor is paid. For that reason all sales are final and we do not offer refunds, returns or exchanges for change of mind, including where an item doesn't fit or isn't what you expected.

This policy does not exclude, restrict or modify your rights under the Australian Consumer Law. If an item is faulty, is not as described, or is not authentic, you are entitled to a remedy, as set out below.

"Shop Luxe", "we", "us" and "our" means Shopluxe Group Pty Ltd (ABN 72 697 645 033), trading as Shop Luxe. This policy forms part of our Terms of Service.

1. Before you buy

Everything we sell is pre-owned. Unless an item is described as brand new, it has been used and may show signs of wear. We describe and photograph every item as accurately as we can, so please read the description and zoom in on every photo before you buy. Wear or flaws that are shown in the photos form part of the item's description, even if they aren't also written out in the text.

If you would like more photos or details about an item, email us at info@shopluxe.com.au before you buy and we'll be happy to help.

2. Change of mind

We do not accept returns or offer refunds, exchanges or store credit for change of mind. This includes clothing and shoes that don't fit, items that aren't the colour or size you expected, and items you no longer want.

3. Faulty, damaged or not-as-described items

If your item arrives damaged, has a fault that wasn't disclosed in the description or photos, or is materially different from how it was described, we will make it right.

(a) Tell us within 48 hours. Please email info@shopluxe.com.au within 48 hours of delivery (or of collecting your order) with your order number, a description of the problem, and clear photos. Reporting quickly lets us confirm the issue was present when the item reached you. You still have your rights under the Australian Consumer Law after 48 hours, but the sooner you tell us, the easier it is for us to help.

(b) Keep the item as it arrived. Please don't use, wear, alter or repair the item while we assess it, and keep all packaging and inclusions (such as the dust bag, box, cards and any tags).

(c) Assessment. We'll review your photos and get back to you within 2 business days. If we need to inspect the item, we'll send you a prepaid, tracked return label.

(d) Remedy. Where we confirm a fault, damage or misdescription, we will give you a full refund of the price you paid, including the original shipping cost, to your original payment method. Because every item is one of a kind, we can't offer a replacement, but you may choose store credit instead of a refund if you prefer.

(e) Return shipping. For a confirmed fault, we pay return shipping using the prepaid label we send you. Please return the item with all of its original inclusions.

4. Authenticity guarantee

Every item is authenticated by our team before it is listed. If an item you bought from us is found not to be authentic, we will give you a full refund of the price you paid, including shipping, and arrange the item's return at our cost.

To make a claim, email info@shopluxe.com.au with your order number and a written report from a recognised independent authentication service or the brand. Please don't alter the item while your claim is being reviewed.

5. Items damaged in transit

If your parcel arrives visibly damaged, please photograph the packaging before opening it and email us within 48 hours. We will work with the carrier and treat the item as damaged under section 3. Our Shipping Policy covers lost parcels and delivery times.

6. Deposit plans

If you used a deposit plan, the deposit is non-refundable if the balance isn't paid by the due date, as set out in our Terms of Service. If an item bought on a deposit plan turns out to be faulty, not as described or not authentic, sections 3 and 4 apply and we will refund everything you have paid.

7. Gift cards

Gift cards can't be redeemed for cash or refunded, except where the law requires it.

8. When refunds are paid

Approved refunds are made to your original payment method once we have confirmed the issue (and, where we have asked for the item back, once we have received it). Refunds usually appear within 5 to 10 business days, depending on your bank or payment provider.

9. Contact us

To report a problem or ask about this policy, email info@shopluxe.com.au with your order number.