We want you to be happy with your MSE LUX order. Because many of our pieces are handmade, personalised or made to a customer's selected measurements, return eligibility depends on the type of item purchased.
Eligible Returns & Exchanges
Eligible, non-customised items may be returned or exchanged within 2–3 days of delivery.
To be eligible, the item must be unworn, unused, unaltered and returned in its original condition and packaging.
There is no self-service returns portal. To request a return or exchange, please contact MSE LUX with your order number within the eligibility period. Our team will review your request and provide the next steps.
Submitting a request does not automatically guarantee approval. Items showing signs of wear, use, damage or alteration after delivery will not be accepted.
Items That Cannot Be Returned or Exchanged
The following items are final sale and cannot be returned or exchanged for change of mind, incorrect size selection or personal preference:
- Bracelets made to your selected wrist size
- Waist beads made to your selected waist measurement
- Personalised pieces, including jewellery featuring names, initials or other personal details
- Custom-designed pieces
- Made-to-order pieces produced specifically for you
- Earrings once opened or worn, for hygiene reasons
Please carefully check all measurements, personalisation details and selections before placing your order. MSE LUX is not responsible for incorrect measurements or information supplied by the customer.
This restriction does not affect your rights where an item arrives damaged, faulty or materially different from what you ordered.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or you receive an incorrect item, please contact us within 48 hours of delivery.
Include your order number and clear photographs of the item and its packaging so our team can review the issue.
Where a claim is accepted, MSE LUX will arrange an appropriate replacement, repair or refund depending on the circumstances. This also applies to personalised, custom, bracelet and waist-bead orders.
Return Shipping
Customers are responsible for return shipping costs for eligible change-of-mind returns or exchanges.
Where an item is confirmed to have arrived damaged, faulty or incorrect, MSE LUX will cover the reasonable return shipping cost or provide appropriate return instructions.
Please do not send an item back before receiving return instructions from us.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed through the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.
Original delivery charges are generally non-refundable unless the return results from an error by MSE LUX or the item was damaged or faulty on arrival.
Exchanges
Eligible items may be exchanged subject to availability.
Bracelets, waist beads, personalised, custom and made-to-order pieces cannot be exchanged because they are produced according to the customer's selected specifications.
If an eligible replacement item is unavailable, we may offer an alternative or refund where appropriate.
Need Help?
For all return, exchange or damaged-item enquiries, please contact MSE LUX through our Contact Us page and include your order number.