Your right to cancel
For most products purchased online, consumers may cancel the purchase within 14 days after receiving the product, without giving a reason.
To use this right, you must notify Naluxe within the 14-day withdrawal period. After notifying us, you must return the product within the following 14 days.
How to request a return
Email support@naluxe.store and include:
- Your full name
- Order number
- Email address used at checkout
- Product you want to return
- Reason for the return, if you wish to provide one
- Clear photographs if the product is damaged, faulty, incomplete, or incorrect
Please wait for return instructions before sending the product.
Return address
The correct return address will be provided after your return request is approved.
Do not send a product to the business contact address unless Naluxe has confirmed that it is the correct return address.
Condition of returned products
You may inspect a product as you would normally be allowed to do in a physical shop.
Returned products should, where reasonably possible, be:
- Unused and unworn
- Clean and undamaged
- Returned with original packaging
- Returned with labels, accessories, and included items
- Securely packaged for transport
You may be responsible for a reduction in the product’s value if it has been handled more than necessary to inspect its nature, characteristics, and operation.
Products excluded from the right of withdrawal
The 14-day right of withdrawal may not apply to:
- Products made to the customer’s specifications
- Personalised or custom-made products
- Custom sneakers created specifically for the customer
- Sealed products that cannot be returned for health or hygiene reasons after the seal has been broken
- Digital content where delivery has started with the customer’s consent and the right of withdrawal has legally ended
- Products that deteriorate or expire quickly
Custom-made and personalised goods are recognised exceptions to the normal cooling-off period.
This exclusion does not remove your legal rights if a product is faulty, damaged, incorrect, or not as described.
Return shipping costs
For a standard change-of-mind return, the customer is responsible for the direct cost of returning the product, unless Naluxe or the responsible seller states otherwise.
If a product is faulty, damaged, incorrect, incomplete, or not as described, the responsible seller must provide an appropriate solution and should not charge the customer for necessary return costs.
We recommend using a tracked shipping service and keeping proof of postage.
Refunds
After the returned product has been received and checked, you will be informed whether the refund is approved.
For a valid withdrawal, the purchase price and the cost of the least expensive standard delivery option must generally be refunded within 14 days after the cancellation notice. The refund may be withheld until the product has been received or the customer provides proof that it was returned.
Any extra cost caused by choosing express, premium, or another more expensive delivery method does not have to be refunded beyond the standard delivery cost.
Refunds will normally be issued through the original payment method.
Your bank or payment provider may need additional time to process the refund.
Partial returns
When only part of an order is returned, the purchase price of the returned product will be refunded.
Original delivery costs may not be refunded when the customer keeps part of the order.
Damaged, faulty, incomplete, or incorrect products
Inspect your order after delivery.
Contact support@naluxe.store as soon as possible if the product:
- Arrived damaged
- Is faulty
- Is incomplete
- Is not the product ordered
- Is materially different from its description
Include your order number and clear photographs.
Consumers in the Netherlands are legally entitled to receive a product that meets reasonable expectations and the agreement. This statutory guarantee remains separate from the 14-day withdrawal right.
Exchanges
Direct exchanges are not guaranteed.
Depending on the product and seller, you may be asked to return the original product and place a new order.
Marketplace and vendor orders
Naluxe operates as a marketplace and may allow independent vendors to sell products.
The product page, order confirmation, or return instructions may identify the responsible seller. Naluxe will assist with communication and the return process where appropriate.
Customers will be told who is responsible for delivery and returns and will receive the applicable return instructions.
Cancelled orders before shipment
Contact support@naluxe.store immediately if you want to cancel an order before shipment.
Cancellation cannot be guaranteed once processing or shipment has begun.
Custom-made work that has already started may fall under the personalised-product exception described above.
Refused or uncollected deliveries
Refusing delivery or failing to collect a parcel does not automatically complete a valid cancellation.
Contact Naluxe so the return and refund can be handled correctly. Any permitted costs caused by an uncollected or refused parcel may be deducted where legally allowed.
Contact details
Business name: Naluxe
Email: support@naluxe.store
Phone: +31 6 35647973
Location: Netherlands
Support hours: Monday to Friday, 09:00–17:00
Response time: Usually within 24–48 hours