We offer free return shipping for Singapore purchases. For international orders, buyers are responsible for return-related costs, including shipping fees, taxes, duties, or customs fees that may apply.
Online Purchases
Get a full refund if the item is significantly not as described and/or found to be inauthentic by the brand owner within seven (7) days of receipt, provided that:
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You have provided sufficient proof to Ox Luxe’s reasonable satisfaction that the item is indeed significantly not as described and/or inauthentic;
Examples where the item is significantly not as described
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The item is of a different variation, such as size, colour, model or version
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The item is incomplete or has missing parts
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The item is damaged or has one or more undisclosed defect(s)
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The item received deviates extensively from the listing photo
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The item must not have been used, and is still in the same condition and packaging as you received it;
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All accompanying gifts, warranties, tags, manuals, and any other accessories that were delivered to you are included in your return; and
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The item is returned with the Carousell Certified tag still attached.
Note that Ox Luxe reserves the right to reject the return and any request for a return if the returned item does not meet the above requirements.
Self-Collection/Private Viewing
Get a full refund if the item is found to be inauthentic by the brand owner within seven (7) days of collection/viewing, provided that:
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You have provided sufficient proof to Ox Luxe’s reasonable satisfaction that the item is indeed inauthentic;
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The item must not have been used, and is still in the same condition and packaging as you received it;
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All accompanying gifts, warranties, tags, manuals, and any other accessories that were delivered to you are included in your return; and
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The item is returned with the Carousell Certified tag still attached.
The return reason for items being significantly not as described is not applicable as the item(s) has been inspected in-person upon self-collection/viewing.
How to Initiate a Return:
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Notify us within seven (7) days of receiving the order via Live Chat or email. To help expedite your request, please provide your order number and reason for return.
- Our collection team will contact you to arrange the return collection. Kindly return everything that we have sent to you.
- The item(s) will be processed and reviewed once received. The item must be unused and returned in the same condition as it was received with the Carousell Certified tag intact. Otherwise, the item will be returned to you and your return will be rejected. Carousell’s determination of your return request is final, conclusive and binding. No correspondence or claims will be accepted.
- Once processed, you will receive an email to notify you that the refunds have been applied to your order payment method. Please note that we will only be able to refund to the same payment method that you have used for the purchase.
Important notes:
- Items not returned to us within seven (7) days of your return request will not be processed for further returns.
- Some items are not eligible for return as stated in the product details.
- We will ONLY accept up to ten (10) free local return shipping per year per customer. Thereafter, you will have to bear the shipping costs for the returns.
