Return Policy
Last updated: October 27, 2026
We want you to love your dress. If you don't, contact us first and we will make it right. Email info@district5luxe.com, call +1 917-877-7034 or WhatsApp +1 201-995-4212 within 15 days of delivery and we will walk you through a return, exchange, store credit or refund under the terms below. Please do not open a dispute with your bank or card issuer before contacting us — we prioritize resolving issues as soon as possible, and a chargeback filed while a return is in progress delays your refund rather than speeding it up.
How returns work
- Request within 15 days of the date your order was delivered (tracking date). Include your order number and the reason for the return.
- We will reply within 3 business days with return instructions.
- Ship the item back within 7 days of receiving our return instructions, using the prepaid return label included with them. The cost of that label is the reshipping fee and is deducted from your refund; it is waived if the item arrived damaged, defective or not as ordered, or if you choose store credit. Keep your drop-off receipt; we are not responsible for returns that cannot be traced.
- Within 5 business days of receiving your return we will inspect it, email you the outcome and issue your refund or credit. Your bank may take additional time to post a refund.
Condition of returned items
Items must be unworn, unwashed, unaltered and free of makeup, deodorant, perfume and pet hair, with all original tags, hangtags and security seals attached and in the original packaging. Items that do not meet these conditions will be returned to you at your expense, and no refund or credit will be issued.
What you get back depends on the type of order
| Order type | Cancel before shipping? | Return within 15 days of delivery? | What you receive |
|---|---|---|---|
| In-stock item (listed as "In stock" / "Ready to ship") | Yes, if we haven't shipped yet — full refund | Yes | Refund to your original payment method, less a reshipping fee, or 100% store credit with no fee |
| Special order / pre-order (listed with a lead time, ordered from the designer for you) | No — the order is placed with the designer immediately and cannot be cancelled | Yes | Store credit for the full amount paid, or a partial refund to your original payment method less our non-recoverable cost for the item (we quote the exact figure when you request the return) |
| Custom / made-to-measure / altered item | No | No — final sale | If there is a defect or an error on our part, we will repair, replace or refund at our discretion |
| Final sale items (clearance, samples, items purchased at 40% off or more, or anything marked "Final Sale") | No | No — final sale | None, except for a defect |
Shipping charges are non-refundable. Promotional discounts are applied proportionally to any refund.
Exchanges
You may exchange an in-stock item for a different size or color within the same 15-day window, subject to availability. Exchanges are subject to a reprocessing fee, which covers inspection, restocking and shipping the replacement item to you. Because it depends on the replacement's weight, destination and carrier rate, the fee is calculated once your exchange is ready to ship; we will email you the amount, and the replacement ships once the fee is paid. If you would rather not pay the fee, you may convert the exchange to a standard return under the terms above. For special-order items, an exchange is treated as a new special order.
Damaged, defective or incorrect items
Inspect your order on arrival. If anything is damaged, defective or not what you ordered, email us photos within 15 days of delivery — the same window as returns — and we will arrange a replacement, repair or full refund at no cost to you, including return shipping. Claims made after 15 days cannot be accepted.
Refund timing
Refunds are issued to the original payment method within 5 business days of our approving the return. Store credit is issued immediately. All store credit issued by District 5 Luxe is valid for one year from the date of issuance and may be applied to any purchase on district5luxe.com; it is not redeemable for cash and any unused balance expires at the end of that year. We cannot refund to a different card or account.
Color accuracy
We photograph every item carefully, but screens, device settings, studio lighting and fabric dye lots all affect how a color appears. The item you receive may differ slightly in shade from the photos on our site or from a previous piece in the same color. Minor color variation is not a defect and is not grounds for a free return or a refund of shipping; such returns are handled as standard returns under the terms above. If an exact shade matters for your event, contact us before ordering and we will send current photos or, where the designer offers them, a fabric swatch.
Lost or missing packages
If tracking shows your package as delivered but you have not received it, check with household members, neighbors and your building's mailroom, then contact the carrier and us within 15 days of the delivery scan. We will open a trace with the carrier. Once a carrier confirms delivery to the address you provided, we are not responsible for theft or loss after delivery and cannot issue a refund or replacement; we strongly recommend selecting signature confirmation at checkout for high-value orders. If a package is lost in transit before delivery, we will file a claim with the carrier and, once the carrier resolves the claim, replace the item or issue a full refund. We are not responsible for packages delayed or lost because of an incorrect or incomplete address entered at checkout.
International orders, customs and duties
Orders shipped outside the United States may be subject to import duties, taxes, brokerage and handling fees levied by the destination country. These charges are set by your government and carrier, are not included in our prices or shipping fees, and are your responsibility. We cannot estimate them, mark packages as gifts or declare a lower value. Customs processing can add time to delivery and is outside our control. Duties and taxes are not refundable by us, including on returned items; you may be able to reclaim them from your customs authority.
Refused and undeliverable packages
If you refuse delivery, fail to collect a package, decline to pay customs charges, or a package is returned to us as undeliverable, it is treated as a return. For in-stock items we will refund the item price less the original shipping cost, the return shipping charged to us by the carrier (the reshipping fee) and any duties or fees we are billed. Special-order and pre-order items refused in this way receive store credit under the special-order terms above; custom and final-sale items are not refundable. If a refused package is not returned to us by the carrier, no refund can be issued.
A note on chargebacks
By placing an order you agree to contact us and allow us a reasonable opportunity to resolve any issue before disputing a charge with your bank. If a chargeback is filed for an order that was delivered as described, for a special, custom or final-sale item, or while a return is already in progress, we will submit the order record, these terms, tracking and our correspondence as evidence. Chargebacks filed in bad faith may result in the suspension of your account and recovery of our costs as allowed by law.
Questions? info@district5luxe.com · Phone +1 917-877-7034 · WhatsApp +1 201-995-4212 · Mon–Fri 9am–9pm ET