Terms & Conditions

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Terms & Conditions

These Terms & Conditions apply to the use of naluxe.store and to purchases made through the Naluxe online marketplace.

By accessing the website, creating an account, applying to become a vendor, or placing an order, you agree to these Terms & Conditions.

Business information

Business name: Naluxe
Website: https://naluxe.store
Email: support@naluxe.store
Phone: +31 6 35647973
Business address: Eilandenweg Capelle Aan Den Ijssel
Dutch Chamber of Commerce number (KVK):96672773
VAT number: NL005224010B77

About Naluxe

Naluxe is an online marketplace offering fashion, clothing, shoes, accessories, lifestyle products, custom products, and products supplied by independent vendors.

Depending on the product, the seller may be:

• Naluxe directly;
• An independent professional vendor or trader; or
• Where clearly stated, another type of seller.

The relevant seller should be identified on the product page, during checkout, or in the order confirmation.

Online marketplaces must clearly inform customers whether a seller is acting as a trader or as a private individual because EU consumer protections may differ.

Eligibility

You must be at least 18 years old, or have permission from a parent or legal guardian, to place an order or create a vendor account.

You confirm that the information you provide is complete, accurate, and current.

4. Products and product information

We aim to display product descriptions, colours, images, sizes, materials, prices, availability, and other details accurately.

However:

• Colours may appear differently depending on the customer’s screen;
• Handmade and custom products may contain minor variations;
• Product packaging may change;
• Measurements may be approximate;
• Availability may change before an order is accepted.

The seller is responsible for ensuring that product descriptions and images are accurate and not misleading.

Online sellers must provide customers with clear information about the product, total price, shipping costs, delivery arrangements, and relevant cancellation rights before the contract is completed.

Prices and taxes

All prices are displayed in euros unless otherwise stated.

Prices shown at checkout include applicable VAT where required. Shipping costs, customs charges, import duties, and other applicable costs will be shown separately or explained before the order is completed where possible.

The customer is responsible for customs duties, import taxes, or local charges that may apply to international deliveries.

We may correct obvious pricing or technical errors. If a pricing error affects an order already placed, we will contact the customer before processing the order.

Placing an order

To place an order, the customer must:

1. Select the desired product and options;
2. Add the product to the cart;
3. Provide accurate billing, shipping, and contact details;
4. Select an available shipping and payment method;
5. Review the order;
6. Confirm the order and complete payment.

Submitting an order is an offer to purchase. The order is accepted when the customer receives an order confirmation or when the seller begins processing the order.

We may refuse or cancel an order where:

• The product is unavailable;
• Payment cannot be authorised;
• The customer’s information is incomplete or incorrect;
• Fraud or unauthorised activity is suspected;
• There is an obvious pricing or product-description error;
• Delivery to the selected location is unavailable;
• The order violates these Terms & Conditions or applicable law.

If a paid order is cancelled by Naluxe or the seller, the amount paid will be refunded.

Payments

Payments are processed through the payment methods displayed during checkout, including payment providers made available through Mollie or another authorised payment processor.

Naluxe does not normally store complete card or banking credentials.

Payment must be completed before the order is processed unless another payment arrangement is clearly offered.

The payment provider may apply its own terms, verification procedures, fraud checks, and processing times.

Shipping and delivery

Shipping destinations, methods, costs, and estimated delivery times are displayed during checkout or explained in the Shipping Information page.

Customers must provide a complete and accurate delivery address.

Delivery times are estimates and may be affected by:

• Carrier delays;
• Customs procedures;
• Weather;
• Public holidays;
• Product preparation;
• Vendor processing times;
• Incorrect address information;
• Events outside reasonable control.

For additional information, see the Shipping Information page.

Ownership and risk

Ownership of a product passes to the customer after full payment has been received.

Risk of loss or damage normally passes to the customer when the customer, or a person authorised by the customer, receives the product.

Right of withdrawal and returns

Consumers purchasing online generally have a legal 14-day withdrawal period for most products, starting after receipt of the goods. Certain exceptions apply, including qualifying custom-made or personalised products.

Detailed instructions, exceptions, return conditions, and refund procedures are contained in the Refund and Returns Policy, which forms part of these Terms & Conditions.

Nothing in these terms limits any mandatory consumer right.

Custom-made and personalised products

Custom sneakers, personalised goods, and products made according to a customer’s specifications may not be eligible for the standard right of withdrawal where the legal personalised-goods exception applies.

Before production begins, the customer is responsible for confirming that all submitted information is accurate, including:

• Size;
• Colours;
• Wording;
• Images;
• Design instructions;
• Personalisation details;
• Delivery information.

Once custom production has begun, cancellation or design changes may not be possible.

This does not affect the customer’s rights where the product is faulty, damaged, incorrect, or materially different from the agreed specifications.

Faulty or non-conforming products

Products must meet the agreement and the reasonable expectations created by their description.

Where a product is faulty, damaged, incorrect, incomplete, or not as described, the customer may have the right to repair, replacement, a price reduction, or a refund under applicable consumer law.

The customer should contact support@naluxe.store and provide:

• The order number;
• A description of the problem;
• Clear photographs or other relevant evidence.

Marketplace vendors

Independent vendors using Naluxe must:

• Provide truthful and complete business information;
• Identify whether they act as a professional trader;
• Comply with consumer, product-safety, tax, privacy, intellectual-property, and advertising laws;
• Provide accurate descriptions and prices;
• Supply only lawful and safe products;
• Fulfil accepted orders;
• Respect cancellation, return, refund, and guarantee obligations;
• Respond to customer and Naluxe enquiries;
• Avoid counterfeit, stolen, prohibited, dangerous, or infringing goods.

Naluxe may review, suspend, restrict, or remove products or vendor accounts that violate these Terms & Conditions.

Marketplace terms should be easily accessible, written clearly, and explain relevant rules affecting sellers.

Responsibility for vendor products

Where an independent vendor is identified as the seller, the sales agreement is generally between the customer and that vendor.

The vendor is responsible for:

• The product;
• Product accuracy;
• Quality and legal compliance;
• Dispatch and delivery obligations;
• Returns and refunds;
• Statutory guarantees;
• Customer complaints relating to the sale.

Naluxe may provide marketplace technology, payment facilitation, communication tools, and customer support.

Naluxe will assist customers and vendors where reasonably possible but does not remove the seller’s legal responsibilities.

Vendor payments and fees

Naluxe may charge vendors commissions, listing fees, transaction fees, subscription charges, payment-processing fees, or other agreed charges.

Applicable fees and payout arrangements will be disclosed to vendors separately.

Payouts may be delayed or withheld where reasonably necessary because of:

• Refunds or chargebacks;
• Suspected fraud;
• Customer disputes;
• Legal obligations;
• Account verification;
• Breach of marketplace rules;
• Outstanding fees;
• Payment-provider restrictions.

Reviews and user content

Customers may be permitted to submit reviews, photographs, comments, messages, or other content.

User content must not:

• Be false, deceptive, abusive, or defamatory;
• Contain unlawful or discriminatory material;
• Infringe privacy or intellectual-property rights;
• Include spam, malware, or unauthorised advertising;
• Misrepresent a customer’s experience.

Naluxe may moderate or remove content that violates these rules or applicable law.

Prohibited use

You may not use the website to:

• Commit fraud or unlawful activity;
• Interfere with the website’s security or operation;
• Introduce viruses or malicious code;
• Access another person’s account without permission;
• Scrape, copy, or commercially exploit website content without authorisation;
• Place false orders;
• Abuse promotions, refunds, payment disputes, or vendor systems;
• Sell prohibited, counterfeit, unsafe, or infringing products;
• Mislead customers or vendors.

Intellectual property

The Naluxe name, logo, website design, written content, graphics, photographs, software, and other materials are protected by intellectual-property rights belonging to Naluxe or its licensors.

You may not copy, reproduce, modify, distribute, sell, or commercially use these materials without written permission.

Vendors retain responsibility for ensuring that the product images, trademarks, descriptions, and other content they upload may legally be used.

By uploading content, a vendor grants Naluxe a non-exclusive licence to display, reproduce, adapt, and promote that content for marketplace operation and marketing.

Third-party services and links

The website may use or link to third-party services, including payment providers, delivery companies, social platforms, analytics tools, and vendor websites.

Third-party services may have their own terms and privacy policies.

Naluxe is not responsible for third-party websites or services outside its reasonable control.

Accounts and security

Users are responsible for:

• Protecting their passwords;
• Restricting access to their accounts;
• Keeping account information accurate;
• Informing Naluxe of suspected unauthorised access.

Naluxe may suspend an account where security, fraud, misuse, or legal concerns arise.

Promotions and discount codes

Promotions and discount codes may:

• Be limited to a specified period;
• Apply only to selected products or customers;
• Require a minimum order value;
• Be limited to one use;
• Be unavailable in combination with other offers.

Promotions have no cash value and may be cancelled or corrected where fraud, misuse, or an obvious error occurs.

Privacy

Personal data is processed according to the Privacy Policy and applicable data-protection law.

EU data-protection rules apply when personal data is collected in connection with online purchases and services offered to people in the EU.

Website availability

We aim to keep the website available and secure, but uninterrupted access cannot be guaranteed.

The website may be temporarily unavailable because of:

• Maintenance;
• Hosting problems;
• Security updates;
• Technical faults;
• Payment-provider issues;
• Circumstances outside reasonable control.

Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for fraud, deliberate misconduct, death or personal injury caused by negligence, or mandatory consumer rights.

Subject to mandatory law, Naluxe is not liable for:

• Indirect or consequential losses;
• Losses caused by inaccurate information supplied by a customer or vendor;
• Delays caused by carriers, customs, vendors, payment providers, or events outside reasonable control;
• Unauthorised use of an account where the user failed to protect login information;
• Third-party websites or services.

For consumer purchases, these limitations apply only to the extent permitted by law.

Force majeure

Naluxe or a vendor will not be responsible for delay or failure caused by circumstances beyond reasonable control, including severe weather, war, civil disorder, strikes, epidemics, government restrictions, transport disruption, cyber incidents, utility failure, or failure of third-party services.

The affected party will take reasonable steps to reduce the impact.

Complaints

Customers should first contact:

Email: support@naluxe.store
Phone: +31 6 35647973

Please include the order number, account email, and a clear explanation of the complaint.

We aim to acknowledge complaints promptly and respond within a reasonable period.

Changes to these terms

Naluxe may update these Terms & Conditions to reflect changes in the website, services, business model, or law.

The version applying to an order is normally the version available when that order was placed.

Material changes affecting vendors will be communicated where required.

Severability

If any part of these Terms & Conditions is found invalid or unenforceable, the remaining provisions continue to apply.

Governing law and disputes

These Terms & Conditions are governed by Dutch law.

Any dispute will be submitted to the competent court in the Netherlands, except where mandatory consumer law gives the customer the right to bring proceedings elsewhere.

Customers retain any mandatory protections provided by the law of their country of residence.

Contact

Questions about these Terms & Conditions may be sent to:

Naluxe
Email: support@naluxe.store
Phone: +31 6 35647973
Business address: Eilandenweg Capelle Aan Den Ijssel
KVK number: 96672773
VAT number: NL005224010B77