After-Sales Policy

Last updated: September 16, 2026

This page explains after-sales support for retail purchases from LUX&MO. It summarizes our Returns and Refund Policy, which provides the full return terms. Please contact luxmoshop@luxmo.jp with your order number before sending an item back.

1. Order Cancellations

If your order has not yet shipped, please contact us as soon as possible to request a cancellation. Once it has shipped, cancellation may no longer be possible and the applicable return policy will apply.

2. Standard Return Service — 14 Days

For eligible items, submit your return request within 14 days of delivery. Returns for personal preference, size, expectations or other customer-related reasons are subject to the following costs:

  • Return shipping costs.
  • Applicable customs duties and taxes related to the return.
  • A 10% restocking fee based on the item price.

Original shipping fees are non-refundable. Once your return request is approved, ship the item back within 7 days.

3. Premium Return Service — 30 Days

Premium Return Service is an optional paid service available at the time of purchase. Customers who purchase it may request a return for any reason within 30 days of delivery, provided the item meets the return conditions below.

For eligible returns, LUX&MO covers return shipping, return handling fees (including the 10% restocking fee), and applicable customs duties and import taxes related to the return.

The Premium Return Service fee itself and original shipping fees are non-refundable. Once your return request is approved, ship the item back within 7 days.

4. Incorrect Items or Undisclosed Product Issues

If you receive the wrong item, an item with a serious undisclosed defect, or an item materially different from the product photographs or description, please contact us within 14 days of delivery. Include your order number and relevant photographs or videos.

If the issue is confirmed to be LUX&MO’s responsibility, we cover all applicable return-related costs, whether or not Premium Return Service was purchased.

5. Return Conditions and Pre-Owned Items

Returned items must remain in the same condition as received, with no new signs of use, damage or alteration after delivery. Please return all original tags and every accessory, certificate, dust bag, box, packaging item or other item originally included with the product. Returns that do not meet these conditions may not be accepted.

Pre-owned luxury goods may show signs of age, storage or previous use. Wear or imperfections clearly disclosed in the product photographs, description or condition notes are not considered undisclosed defects. This distinction does not remove the option to request an eligible personal-preference return under the Standard or Premium Return Service.

6. Return and Refund Process

  1. Email luxmoshop@luxmo.jp or use our Contact Us form within the applicable return window.
  2. Provide your order number, reason for return and relevant photographs or videos for product-related issues.
  3. If approved, we will provide the return address and instructions. Please do not send the item back before receiving these instructions; returns sent without prior approval may not be accepted.
  4. Ship the item back within 7 days of approval.
  5. After we receive and inspect the returned item, eligible refunds are processed to the original payment method within 5 business days. Your bank, card issuer or payment provider may require additional time to credit the funds.

7. Exchanges

We accept exchange requests. Please contact luxmoshop@luxmo.jp with your order number and exchange request before sending an item back.

8. Authenticity Concerns

If you have concerns about an item’s authenticity, please contact us with your order number and supporting information. See our Authenticity Guarantee for our inspection process, optional third-party authentication and information about authenticity claims.

9. Contact and Full Policy

For after-sales assistance, email luxmoshop@luxmo.jp or visit Contact Us. Please read the Returns and Refund Policy for the complete terms. Nothing on this page limits rights that cannot be excluded under applicable law.