Refund policy

Return & Refund Policy

At Step Luxe, each item is sourced with precision, discretion, and care. Due to the nature of luxury goods and personalised sourcing services, all sales are subject to the following terms.

By placing an order with Step Luxe, you confirm that you have read, understood, and agreed to this policy in full.

Personally Sourced Items (Final Sale)

Items that are personally sourced on behalf of a client—including, but not limited to, bespoke requests, concierge purchases, or items sourced following direct communication—are strictly non-refundable and non-returnable.

These items are:

  • Hand-selected specifically for the client

  • Sourced following client approval and confirmation

  • Purchased with the intention of fulfilling a personalised service

As such, all personally sourced items are considered final sale.

Refunds or returns will only be considered in the event of:

  • A demonstrable error made by Step Luxe (e.g. incorrect item supplied that does not match the confirmed request)

Change of mind, preference, sizing, colour perception, or delayed decision do not constitute valid grounds for a refund.

Website Orders (Standard Collection Items)

Items purchased directly through the Step Luxe website (not personally sourced) may be eligible for a return under strict conditions.

Return window:

  • Return requests must be submitted within 48 hours of delivery

  • Items must be returned within 5 calendar days of delivery

Requests made outside this window will not be accepted.

Condition of Returned Items

To be eligible for any form of refund or store credit, items must be returned:

  • In exactly the same condition as received

  • Unused, unworn, and unaltered

  • Free from any signs of wear, marks, scuffs, odours, or damage

  • With all original packaging, including but not limited to:

    • Dust bags

    • Boxes

    • Tags

    • Authenticity cards

    • Receipts (where applicable)

Any item returned that does not meet these conditions will be automatically rejected and returned to the sender.

Refund Method

Due to the high-value nature of luxury goods:

  • Approved returns may be issued as store credit at Step Luxe’s discretion

  • Store credit is valid for future purchases and is non-transferable

  • Cash or original payment method refunds are not guaranteed

Step Luxe reserves the right to determine the appropriate resolution on a case-by-case basis.

Non-Returnable Items

The following are not eligible for return or refund under any circumstances:

  • Personally sourced or concierge items

  • Items purchased during promotions or special releases

  • Items that show any signs of use or handling beyond inspection

  • Items returned without full original packaging

Return Shipping & Responsibility

  • Return shipping costs are the responsibility of the client

  • Step Luxe is not liable for items lost or damaged during return transit

  • We strongly recommend insured and trackable shipping

Final Discretion

Step Luxe reserves the right to:

  • Refuse any return or refund that does not comply with this policy

  • Request additional verification or evidence before approving a return

  • Amend this policy at any time without prior notice

All decisions made by Step Luxe regarding returns and refunds are final.

Contact

For return enquiries, please contact:
Email: stepluxeofficial@gmail.com