Delivery & Returns Policy

Last Updated: 08/22/2024

At LuxEnigma Steps, we are committed to delivering an exceptional customer experience. We encourage you to reach out with any questions or concerns prior to placing your order to ensure you have all the information you need.

How Can I Contact LuxEnigma Steps?

Our Customer Care team is here to help you from 9 a.m. to 6 p.m. EST, Monday through Friday. We strive to reply to all customer inquiries within 24 hours. You can contact us using [THIS FORM]. Please note that during the holiday season, our support will be closed on Dec. 25th and Jan. 1st.

DELIVERY

For all orders, processing and verification times range from 1 to 3 business days before an order ships. Please note that additional time may be required during promotional periods and holidays. Once your order has shipped, you will receive an email with tracking information to keep you updated on your delivery status.

Orders delivered within the U.S. will be shipped via UPS, while international orders will be shipped via DHL. Shipping times typically range from 5 to 12 business days, depending on your location.

Please be aware that we cannot make any changes to the shipping address once an order has shipped. Additionally, we do not ship to P.O. Boxes.

CANCELLATIONS

Our fulfillment process begins as soon as we receive your order, so we are unable to accommodate cancellation requests. All confirmed orders will be subject to our standard return policy.

In the rare event that an item becomes unavailable, LuxEnigma Steps reserves the right to cancel your order or specific items within your order at any time. Should this happen, we will provide a full refund back to your original form of payment, and you will be notified via email of any cancellations or refunds.

RETURNS

How to Return

As part of our commitment to reducing our environmental impact, our return instructions are paper-free. This benefits our customers, our team, and our planet.

We recommend returning your items using the packaging your order arrived in. If you’re unable to do so, please find a suitable alternative. Ensure that any designer boxes or cases that came with your order are also protected within your returns packaging. If you return your item without protecting the designer boxes or cases, you may not receive your refund.

Booking your return is free and easy. Here’s what you need to do:

1. Log in to your account and go to “Orders & Returns.”
2. Find the order you want to return and click “Return Item(s).”
3. Select each item and your reason for returning.
4. Place each item you’re returning, along with any designer boxes or cases, inside the LuxEnigma Steps packaging.
5. Prepare your package by attaching your Return Label and Return Note to the outside of your LuxEnigma Steps packaging. Ensure the Return Label is visible, as it will need to be scanned by the courier.

We recommend asking the courier to scan your package when they collect your return to ensure your return is tracked.

RETURN POLICY

All returned items must adhere to our return policy for a refund to be processed:

• Items must be unworn, unused, unwashed, and in the original condition received.
• Authenticity tags on footwear must be intact. If removed, the item will not comply with the returns policy and will not be refunded.
• Footwear must be returned in the original box provided and packaged inside a protective shipping box.
• Final sale items are not eligible for return. This includes Pre-Release items, Vintage items, and certain items within our “Hall of Fame” category. Final sale items will be noted on the product description page.
• All items purchased during a promotional period are final sale.
• Return requests must be submitted within 3 days of the delivery date, and item(s) must be shipped back within 7 days of an approved request. Items that do not comply or are sent outside of this window are subject to refusal and may be sent back to you.

If you believe you have received a damaged or defective item, or if there has been a fulfillment error, please reach out to support@luxenigmasteps.com, and our Customer Care team will be happy to assist.

REFUNDS

Please allow up to 10-14 business days once your return has arrived back with us to inspect and authenticate the item(s) and process your refund. Refunds will be issued to the original payment method, excluding original shipping charges.

EXCHANGES

Due to the nature of our inventory, we are not able to offer exchanges. Since each item may have a different seller and level of availability, even identical items may vary in price.

If you purchased an incorrect size, you are welcome to submit a return request for a refund back to your original payment method once you’ve received the item. Please keep in mind that the returns process may take up to 14 business days before a refund is reflected back in your account.