Returns & Refunds policies 

Returns policy 

(a) Subject to meeting the conditions defined in this Returns and Exchanges section, we offer a free-returns policy which allows you to return delivered items to us up to: 

(i) 14 days for accessories and writing instruments after the delivery of your Order or pick-up from our store

(ii) 24 hours for jewellery and watches after the delivery of your Order or pick-up from our store.

Returns conditions

(a) In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us with the following conditions:

(i) Goods refunded or exchanged have to be in good condition, sellable and displayable. 

(ii) Goods must be in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned.

(iii) If the Product delivered includes a complimentary bundle of free gift, these gifts must also be returned in order to be eligible for refund. If the gift is opened, damaged or missing a tag, it will deem the entire order as non-eligible for refund. 

(iv) The return must be accompanied by the original Order confirmation.

Return process

(a) Returns is easy. You have 2 options to return your products: 

(1) Online returns 

(2) Return in our boutiques

Online return process 

(a) Items can be returned by arranging collection from your delivery address in Kuwait by following the steps below:

(b) Step1: log in to your account and then, select "My orders".

(c) Step 2: Select the order you would like to return/exchange and then click on "View more details".

(d) Step 3: Press on "Return order", then select the items you would like to return.

(e) Step 4: Fill in the details and click on "Return selected items". 

(f) Step 5: We will contact you to organize the pick-up within 2 working days.

(g) At pick-up, provide the item in its original packaging.

(h) Your request will be processed within 3 working days. 

(i) Approved items will be refunded as mentioned in the refund process. 

(j) Unapproved items will be sent back to you.

(k) If you do not have an account at Itsluxury.com.kw or if you are facing any issue, please contact our customer service at customerCare@itsluxury.com or call us at 1881188.

Return in our boutiques

(a) You can return your Items purchased online subject to meeting return conditions at any store of Itsluxury General Trading Co stores.                                                                                                                                                                                       

(b) Our store team has the right to decline your return request if the return conditions are not met.

(c) If the return request is approved, the returned items will be refunded as mentioned in the refund section.

Refund process

(a) Refunds will only be processed after completing the Return Process and the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned. 

(b) Your refund will be processed via the following methods:

(i) Credit Card / Knet payments are refunded back to the card used in the purchase.

(ii) Cash on Delivery payments are refunded as store credit or via bank transfer. 

(c) If you have chosen to pay with different payment methods (store credit + Credit card for instance), the store credit amount used will be prioritised and refunded in full as store credit before the remainder of the payment gets refunded via the other payment method used.

Item Return policies

Damaged Goods and incorrectly-Fulfilled Orders 

(a) If you receive an item that is damaged or not the product you ordered, please arrange for return of the item to us using the Returns Process above. The item must be returned in the same condition you received it in within the return deadlines as mentioned in the return policy.

(b) If you believe your item is defective, please contact our customer service at CustomerCare@itsluxury.com or call us at 1881188.

Exchange

(a) We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.

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