Right of Withdrawal

At Saffron-lux, we care deeply about your satisfaction. While we hope you love every purchase, we understand that sometimes things don’t go as planned. That’s why we’ve created a transparent and easy-to-follow returns process to support you. Please review the information below to ensure a smooth return experience.

1. Our Promise

We aim to offer high-quality products that match their descriptions accurately. If for any reason you're not satisfied with your order, we’re here to help resolve it.

2. Return Eligibility

  • Timeframe: Returns must be initiated within 30 calendar days from the date your order was delivered.
  • Condition: To qualify for a return, items must meet the following criteria:
    • Be unused and in original condition.
    • Be returned in original packaging, including all tags, accessories, and protective materials.
    • Show no signs of wear, damage, or alterations.
  • Non-Returnable Items: Due to hygiene and safety considerations, the following items are not eligible for return unless faulty on arrival:
    • Underwear
    • Swimwear
    • Personalized or custom-made items
    • Gift cards
    • Final sale items marked as non-returnable

3. Starting a Return

To begin a return, please reach out to our Customer Service team within the 30-day window at info@saffron-lux.com. Wait to receive return authorization and instructions before sending any items back.

Include the following details to help us process your return quickly:

  • Your order number (e.g., #1365)
  • The item(s) you want to return (e.g., "Saffron-lux Classic Blouse, Black")
  • The reason for return (e.g., “Ordered wrong size,” “Damaged on arrival”)
  • Clear photos or a short video (required for damaged or incorrect items)

4. Return Shipping

  • Customer-Initiated Returns: If you're returning an item due to personal preference or sizing, you are responsible for the return shipping costs. We recommend using a tracked shipping service with insurance.
  • Faulty or Incorrect Items: If your item is damaged, defective, or incorrect, Saffron-lux will provide a prepaid return label and detailed instructions.

5. Return Address

Important: Please do not send any returns to our company address without prior confirmation. The return address may vary depending on your location or the item purchased. Always wait to receive the correct return instructions from our Customer Service team. Returns sent to the wrong address may result in delays or lost packages.

6. Refunds

Once we receive and inspect your returned item, we will notify you by email to confirm receipt and the outcome of your refund request.

  • Processing Time: Approved refunds are processed within 7 business days from the date we receive your return.
  • Refund Method: The refund will be issued to the original payment method used for the purchase.
  • Bank Delays: Please note that your bank or credit card provider may require an additional 5–7 business days to post the refund to your account. This part of the process is beyond our control.
  • Partial Refunds: In certain circumstances, partial refunds may be granted:
    • If the returned item is not in its original condition, is damaged, or has missing parts due to reasons not related to our error.
    • If the return request is made after the 30-day window.
    • If the return packaging is inadequate and the item is damaged during return shipping, we reserve the right to deduct a portion of the refund amount based on diminished value.

7. Exchanges

We’re happy to assist you with product exchanges when possible.

  • Process: If you’d like to exchange your item for a different color, size, or model, please email us at info@saffron-lux.com. We’ll confirm availability and provide instructions for returning the original item and receiving the replacement.
  • Shipping Costs: If the exchange is due to a customer decision (such as incorrect sizing), the buyer is responsible for all related shipping costs. If the product was incorrect or defective, Saffron-lux will cover all return and replacement shipping costs.

8. Items That Arrive Damaged or Defective

We ask that you carefully check your delivery as soon as it arrives. If an item appears defective or damaged, please notify us within 24 hours of receipt so we can assist you promptly.

To report a damaged or faulty product:

  • Send an email to info@saffron-lux.com
  • Include your order number
  • Attach clear photos or videos showing the defect or damage

Once reviewed, we’ll arrange a suitable solution—be it a replacement, exchange, or full refund—at no extra cost to you, including shipping fees.

9. Incorrect Delivery Address

If you entered an incorrect or incomplete address during checkout, please contact us right away. While we’ll do our best to make changes before shipment, we cannot guarantee address updates once your order has been processed.

Undelivered Orders: If a parcel is returned to us because of an incorrect address, refusal, or failure to collect, we’ll contact you to resolve the issue. Please note:

  • You may be charged for any return shipping and re-shipping costs
  • If you prefer a refund instead of re-delivery, we will deduct the original shipping and return shipping fees from the refunded amount

10. Customs and Import Duties (International Orders)

For orders shipped outside the United Kingdom, additional customs fees, taxes, or import duties may apply depending on your country’s regulations. These charges are the customer’s responsibility and must be paid upon delivery or before customs clearance. Saffron-lux has no control over these charges and cannot estimate their cost in advance.

We recommend checking with your local customs office for guidance before placing an international order.

11. Need Assistance?

If you have questions about our Return Policy or need support with your order, feel free to contact our team:

  • Email: info@saffron-lux.com
  • Response Time: We aim to respond to all emails within 24 business hours.

Contact Information

  • Website name: Saffron Lux
  • Company name: CHARACTER FASHION LTD.
  • Address: 128 City Road, London, Greater London, EC1V 2NX, United Kingdom
  • Email: info@saffron-lux.com
  • Contact Form: Click here
  • Phone: +447488896469
  • Company number: 15219371
  • Customer service hours: Monday to Friday | 9:00 AM – 5:00 PM GMT