Dispute Resolution Policy

At LUXIIVA we want every order to arrive right, and we want any problem resolved quickly and fairly. This Dispute Resolution Policy explains how to raise an issue with an order and how we handle it.

1. How to raise a dispute

Step 1: Contact us first.
Email support@luxiiva.com as soon as you notice a problem with your order. Contacting us first is almost always the fastest route to a resolution, and it lets us fix the issue directly rather than through a third party.

Step 2: Send us the details.
So we can investigate properly, please include:

  • Your order number
  • The date of purchase
  • A description of the issue
  • Clear photos or video showing the problem, and a photo of what you received if the wrong item arrived

Step 3: We investigate and respond.
We aim to respond within 1-2 business days. We may ask for additional information or photos so we can assess the issue accurately, and we will keep you updated while we work on it.

2. Resolution options

Depending on the nature of the issue, we may offer:

  • Replacement: For a damaged, defective or incorrect item, we will replace it at no cost to you.
  • Refund: Where a refund is warranted under our Refund Policy, we issue it to your original payment method.
  • Repair: Where a repair is practical and you prefer it, we may offer to repair the piece.

We do not issue store credit. Please note that personalized and made-to-order pieces are final sale and cannot be returned or exchanged for change of mind or for a spelling submitted at checkout — see our Refund Policy for full details.

3. If you are not satisfied

If you are not satisfied with the outcome, reply to your existing email thread and ask for your case to be escalated for a second review. We will look at it again with fresh eyes and respond within 2 business days.

4. Fraudulent claims

We take order fraud seriously and monitor for it. Claims found to be knowingly false may be declined and, where appropriate, reported to the relevant authorities.

5. General

This Dispute Resolution Policy sits alongside our Refund Policy and Shipping Policy, and nothing in it limits any rights you have under applicable consumer protection law.

Questions? Email us at support@luxiiva.com and we will get back to you within 1-2 business days.

LUXIIVA