Refund policy
Last updated: 15 September 2026
Time limit
You have 14 days from receipt of your order to inform us that you wish to return or exchange an item.
All requests must be registered with our customer service team before the parcel is sent.
Conditions
To be accepted, the item must be returned:
- unworn, apart from trying it on;
- unwashed;
- undamaged;
- without odours or signs of use;
- with its sewn-in labels intact;
- with its hang tag intact;
- in its MAISON LEROY LLUKES rigid box.
The tissue paper, card, envelope and stickers may be returned with the order, but their absence or deterioration does not prevent the return from being accepted.
MAISON LEROY LLUKES reserves the right to refuse any return showing signs of use, alteration or damage, or which does not correspond to the item originally dispatched.
If a return is refused after inspection, the customer will be informed of the arrangements for having the item sent back at their expense, should they wish.
Returns
If you wish to return an item, please contact our customer service team within the time limit stated above.
The cost of returning an item to MAISON LEROY LLUKES is payable by the customer, except in the event of an error on our part, a faulty item or confirmed damage during transport. Once your request has been approved, we will send you the instructions needed to arrange your return.
The customer must arrange and pay for the return shipment in accordance with the instructions provided by our customer service team.
We recommend keeping your proof of postage and tracking number until MAISON LEROY LLUKES has received the parcel.
Items returned without a prior request may not be accepted.
Size exchanges
Exchanges are only possible for another size of the same item, subject to availability.
For an exchange, the customer pays the cost of returning the item to MAISON LEROY LLUKES.
Once the item has been received and inspected, MAISON LEROY LLUKES pays for dispatching the new size to the customer.
For international orders, the new size is dispatched under the same customs terms as the original order. Any customs duties, import taxes or customs clearance charges may therefore remain payable by the recipient.
If the requested size is no longer available, a refund may be offered.
Refunds
Once the return has been received, the item will be inspected.
Once the return has been accepted, the refund will be issued to the payment method used for the order.
Return costs remain payable by the customer, except in the event of an error by MAISON LEROY LLUKES, a faulty item or confirmed damage during transport.
Any original delivery charges will be handled in accordance with the provisions applicable to the delivery country and the nature of the return.
Any customs duties, import taxes and customs clearance charges paid directly by the customer to the carrier or the relevant authorities are not refunded by MAISON LEROY LLUKES. Where possible, the customer must take the necessary steps directly with the organisation concerned.
The time taken for the refund to appear in your account may vary depending on your bank or payment provider.
Faulty item or order error
If you receive:
- an item with a fault;
- an item different from the one ordered;
- a size different from the one ordered;
please contact our customer service team as soon as possible, quoting your order number and, where necessary, attaching photographs so that we can assess the situation.
After verification, MAISON LEROY LLUKES will cover the full cost of the return and dispatch of the replacement product.
In this case, we will arrange the return directly and send you the label and any necessary documents.
If a replacement is not possible, a refund will be offered.
Product damaged during transport
If your order arrives damaged, please contact us promptly and keep:
- the product;
- the delivery parcel;
- the packaging;
- any photographic evidence of the damage.
MAISON LEROY LLUKES will assess the situation and may, where necessary, open a claim with the carrier.
Where transport damage is confirmed, the costs necessary for the return, replacement or refund are covered by MAISON LEROY LLUKES.
International returns
For returns from the European Union or the United Kingdom, customs formalities may be required to return the parcel to Switzerland.
To simplify the process, MAISON LEROY LLUKES will prepare the required customs documents where necessary and send them to the customer by email.
The customer must then print the documents, attach them to the parcel as instructed and send the return. Following these instructions is necessary to avoid delays or holds at customs.
How to make a request
Contact us at:
Please provide:
- your order number;
- the item concerned;
- whether you are requesting a return or an exchange;
- the requested size for an exchange;
- the reason for your request (optional).
We will then send you the relevant instructions.