Exchange, Returns, Refunds & Cancellation Policy

Policy Applicable to In-Store & Online Purchases

At Windsor & Lux, we are committed to providing exceptional service and ensuring our customers have a positive shopping experience. If, for any reason, you wish to return an eligible purchase, we are here to assist.

Eligible standard production items may be returned within 14 days of receiving your order, subject to the conditions outlined below.

To request a return, please contact our Customer Care team at contact@windsorandlux.com.au before sending your item back.

Return Eligibility

To qualify for an exchange, store credit, or refund where applicable, all returned items must:

Be unworn, unwashed, and unaltered.
Have all original tags and labels attached.
Be returned in their original, resalable condition.

When trying on your garment, please take care to avoid contact with makeup, fake tan, perfume, deodorant, jewellery, or any other substances that may mark, stain, or damage the fabric.

All returned items are inspected upon receipt. If a returned item does not meet the above conditions or otherwise falls outside our returns policy, the return request may be declined, and the item will be returned to the customer. Windsor & Lux's assessment of the item's condition will be final.

Please note that this policy is in addition to your rights under the Australian Consumer Law.

Exchange & Return on Full Price Standard Production Items:

You can choose between an exchange & store credit on any full price in stock production items within 14 days of receiving your order.

Exchange: All full priced production items can be exchanged for another style, colour or size. Please be mindful of any price difference between the styles as this amount will be required to be payable or in the instance of a lesser value product, the remaining amount will be issued as a credit. You can exchange your purchase in store and online. The discretion is on the customer to cover the cost of returning the purchase, however if you choose to exchange your returned item(s) no additional return back shipping cost will apply to customers within Australia Only. We offer free return shipping for all exchanged items Australia Wide. Standard shipping charges may apply to our international customers.

Store Credit: You can choose to be issued with a store credit to the full amount of your purchase price excluding shipping. Please email us at contact@windsorandlux.com.au immediately if you wish to return a product. You will then receive a returns email outlining how to return your item(s) and be issued with a store credit.

Once your item(s) have been returned back, you will be notified via email. Upon receiving the return item(s) the product(s) will under go a Quality Control Process. The process generally takes 1-2 working days. Upon the completion of this process you will be notified via email, whether the return product(s) has been approved for a store credit.

If you choose to be issued with a store credit, the value of the credit will be the actual price of the purchase. Store credit can be used online or in person in any of our boutiques. Credit Notes are valid for 3 years from the time of issue.

Once an item has been exchanged or purchased using a credit note, no further exchanges or returns will be accepted on that item. This includes, change of mind or incorrect choice of purchase, for example incorrect size, colour or style. Purchases made with a credit note cannot be returned and this sale will be considered to be final. If you are unsure on a item, please contact us and a stylist will help assist you.

Exchange & Return on Sale & Discounted Items:

We are happy to offer an exchange or store credit on sale, reduced, promotional and discounted items purchased online only. Sale items purchased in store is not eligible for and exchange, return or refund. The sale in store is considered final.

Exchange, Return & Refund on Custom Items:

Our returns and exchange Policy excludes any custom dresses or styles. Custom and Made to Order items are final and cannot be exchanged or returned. This also applies to any change of mind or incorrect choice of purchase. This also includes changes in events, unforeseen circumstances, cancellations, incorrect choice of size/colour, and wear & tear. Please be mindful, that all our products are displayed in Australian Sizing and in Australian Pricing. An incorrect choice of purchase including the wrong size, colour and style are not deemed for a an exchange or refund.

What cannot be returned:

Wear and tear items cannot be returned. The onus is on the customer to care for the product after it has been purchased, please take into consideration that some fabrics may require extra care such as lace, satin, chiffon, embroidery and fine beading. Custom sizes, colour & made to order items cannot be returned. For hygiene reasons accessories and jewellery cannot be exchanged or returned. Additional purchase of fabric, lace, fabric swatches or special items ordered specifically for your needs cannot be returned or exchanged.

Cancellations:

Once you have placed an order with Windsor & Lux in store or online, the order will be processed automatically. Majority of our dresses are made to order so once your order has been placed and processed, you are not able to cancel the order, and your payment will not be refunded due to change of mind or the rise of unforeseen circumstances.

It is your responsibility to provide the correct information required to process your order. Customised dresses cannot later be exchanged or returned as they are made especially for you.

Windsor & Lux reserves the right to cancel your order if the product has become unavailable, discontinued or no longer in production. In addition we reserve the right to cancel your order if you have provided unauthorised credit card payments or if you have provided incomplete or invalid personal details required to fulfill your order. Windsor & Lux reserves the right to change or alter any products featured on our website without any notice.

We take great pride in the quality of our products, therefore all items are thoroughly inspected and go through a series of quality control before they are dispatched and shipped. However, in the unlikely event that you have received an item, which has a fault or is incorrect to the one you purchased, please contact us immediately at contact@windsorandlux.com.au and we will solve the matter as promptly as possible.

Refund Policy

Windsor & Lux does not offer refunds for change-of-mind purchases. This includes, but is not limited to:

Change of mind.
Incorrect selection of style, size, or colour.
Cancellation requests after an order has been processed.
Changes to weddings, events, or personal circumstances.
Unforeseen circumstances.
Wear and tear or damage occurring after delivery.

Items that meet the requirements for a refund by law, will be refunded. Change of mind or incorrect choice of purchase are not eligible for a refund.

All garments are displayed and sold using Australian sizing. Customers are responsible for reviewing product descriptions, size guides, and colour selections before completing their purchase.