Returns + Exchanges
WHAT IS YOUR RETURN POLICY?
We are pleased to accept timely returns of unused, unworn, unwashed, unaltered and undamaged items within 30 days from the date you received your order. Your items must be returned in the original packaging, including any boxes, hangers, garment bags and other signature packaging materials.
Here are the things you need to remember:
Merchandise must be received within 30 days of original shipment date.
All merchandise must be returned unworn, unwashed, unaltered and with the original tags attached.
Items returned with deodorant, makeup, smoke and/or perfume stains will not be accepted and will be returned to you.
Original shipping fees on returned merchandise are non refundable.
In the event you receive the wrong item or damaged merchandise, contact us immediately to resolve the issue.
Store credits have no expiration date.
HOW TO PROCESS A RETURN
If your return meets the criteria above, then follow the steps below to request and process a return.
Login to your Purple Luxe account from the Sign In link on our site.
View the order details that contain the merchandise you want to return and select Return Item(s) from the left side menu.
Follow the prompts to submit your return request. Your request will be reviewed within 48 hours. Please note, returns without an approval will not be accepted and will be returned to you at your expense.
If a pre-paid return label is requested, print off the return label we provide to you via email and affix to your return package.
Send back your approved returns to the address below.
402-8815 ave du Parc
Montreal (Qc) H2N 1Y7
Customers in Canada can request a pre-paid return label to be emailed to them, which is billed to your credit card. Note: MANU return labels expire 10 days after issuance. Packages using our return labels must be scanned into the applicable shipping carrier's system within 10 days of issuance to be valid.
You may also send your return without a pre-paid label via any other shipping carrier at your expense. We recommend you get a tracking number and insurance as we are not responsible for damaged or lost packages.
HOW TO PROCESS AN EXCHANGE
In order to provide our customers with the fastest and most convenient exchange experience, we ask that you follow the steps below to request and process an exchange.
Place a new order for the desired size/color online.
Then process a Return Request for the original merchandise and select Exchange under Return Action (see instructions above)
We will then email you a pre-paid return label to use to return the original merchandise. Note: return labels are only emailed after a new exchange order is placed and you must choose the Exchange return action in order to receive a pre-paid return label.
Once we receive your return, a refund for the original merchandise will be issued.
Once we receive your exchange, a refund for the original merchandise will be issued in the original form of payment within 3-5 business days. Notification of the refund will be sent via email to the address provided at checkout.
DO YOU REFUND THE COST OF SHIPPING OR DUTIES?
MANU does not refund the cost of shipping or any international taxes and duties.
IF A NON-RETURNABLE ITEM IS DAMAGED, WHAT IS MY RECOURSE?
If an item you have received is damaged, please contact Customer Specialist Team immediately at firstname.lastname@example.org..