Refund policy

Returns, Replacements & Refund Policy

At The Luxe Hamper, every order is handcrafted, carefully inspected, and securely packed before it leaves our studio. While we strive to ensure every gift reaches you in perfect condition, we understand that unexpected situations can occasionally occur.

The following policy explains how we handle replacements, refunds, returns, and cancellations.

When can I request a replacement?

You may be eligible for a replacement if:

Your order arrives damaged during transit.
You receive an incorrect product.
One or more items are missing from your order.

To be eligible, you must notify us within 3 days of delivery.

How do I request a replacement?

If you've received a damaged, incorrect, or incomplete order, please email us at hey@theluxehamper.com within 3 days of receiving your parcel.

To help us resolve the issue quickly, please include:

Your Order ID
Clear photographs of the parcel and products received
A brief description of the issue

Our team will review your request promptly and arrange an appropriate resolution.

Do you offer refunds for damaged or incorrect products?

As most of our hampers are carefully curated and often include personalised or made-to-order items, we do not offer refunds for damaged, defective, or incorrect products.

Instead, once the issue has been verified, we'll gladly send a replacement for the affected item(s) at no additional cost.

I received an incomplete order. What should I do?

If you believe an item is missing from your order, please contact us within 3 days of delivery by emailing hey@theluxehamper.com.

Every parcel packed at The Luxe Hamper is documented during the packing process. Our team will review the packing records and investigate your concern before providing the appropriate resolution.

Can I return my order if I change my mind?

As the majority of our products are personalised, handcrafted, or prepared specifically for each order, we do not accept returns simply because the customer has changed their mind or no longer requires the gift.

We encourage customers to carefully review their order before completing their purchase.

Is compensation available for delivery delays?

While we carefully schedule dispatches based on your preferred delivery date, all orders are shipped through trusted courier partners using standard delivery services.

Although the vast majority of shipments arrive within the expected delivery window, occasional delays may occur due to weather conditions, transportation issues, local holidays, operational disruptions, or other circumstances beyond our control.

For more information regarding delivery timelines, please refer to our Shipping & Delivery policy.

What if my parcel is returned to The Luxe Hamper?

Although extremely uncommon, a shipment may occasionally be returned if delivery cannot be completed despite multiple attempts or if both the sender and recipient are unavailable for coordination.

Once the parcel is received back at our facility, you may choose one of the following options:

Re-dispatch the order

We'll be happy to ship your order again to the same or an updated address.

Since the parcel has already travelled once, two-way shipping charges will be applicable before the order is re-dispatched.

Request a refund

If you no longer wish to receive the order, we can process a refund after deducting:

Applicable shipping charges
The cost of any personalised or custom-made products
Any items that cannot be reused or resold

The remaining eligible amount will be refunded to your original payment method.

Order Cancellations

Can I cancel a personalised order?

No.

As personalised products are custom-made specifically for your order, they cannot be cancelled, modified, or refundedonce the order has been placed.

Can I cancel a non-personalised order?

Cancellation requests for non-personalised products may be accepted only if the order has not yet been packed or dispatched.

Once packing has begun or the shipment has been handed over to the courier partner, cancellations are no longer possible.

Will any cancellation charges apply?

If your cancellation request is approved, the refund will be processed after deducting 3% of the order value to cover the payment gateway processing charges and associated transaction costs incurred while processing your order.