B2B Delivery & Returns

LuxeDiva B2B Delivery & Returns

Last updated: 13 August 2026

About This Policy

This policy applies to approved LuxeDiva dropshipping and wholesale accounts.

It does not apply to customers purchasing for personal use through the LuxeDiva retail store. Retail customers should use our Retail Return Policy.

By placing a Trade order, you agree to this policy and the LuxeDiva B2B Trade Terms and Conditions.

1. Delivery Services and Charges

The available delivery services, charges and estimated timeframes are displayed at checkout.

Delivery prices can vary according to:

  • Delivery destination

  • Parcel weight and dimensions

  • Selected delivery service

  • Number of parcels

  • Product type

  • Additional carrier charges

Unless expressly stated otherwise, delivery timeframes are estimates rather than guaranteed delivery dates.

Orders placed outside working hours, at weekends or on bank holidays are normally processed on the next working day.

2. Order Processing

We begin processing an order after:

  • The order has been successfully submitted.

  • Required payment has been authorised.

  • The delivery information has been received.

  • Any required marketplace shipping label has been supplied.

  • The order has passed relevant fraud and account checks.

Orders containing incomplete addresses, missing labels or unclear instructions may be delayed while we request additional information.

3. Dropshipping Addresses

Approved dropshipping customers may enter a one-time end-customer delivery address during checkout where this feature has been enabled on their company account.

You are responsible for checking:

  • Recipient name

  • House or building number

  • Street

  • Town or city

  • Postcode

  • Country

  • Telephone number

  • Delivery instructions

LuxeDiva is not responsible for a failed delivery caused by inaccurate or incomplete information supplied by the reseller, except where we failed to use the information correctly.

Carrier charges for address corrections, parcel redirection, return to sender or re-delivery may be charged to the reseller where reasonably incurred.

4. Marketplace Shipping Labels

Where an eBay, Amazon, TikTok Shop or other marketplace shipping label is required, you must provide the correct label promptly.

You are responsible for ensuring that:

  • The label belongs to the correct order.

  • The name and address are correct.

  • The label is valid and has not expired.

  • The selected parcel service is suitable for the product.

  • The label complies with the marketplace’s requirements.

We are not responsible for a delay caused by a missing, invalid or incorrect label supplied by the reseller.

5. Dropshipping Packaging

Orders correctly identified as dropshipping orders are normally dispatched in neutral external packaging.

We do not normally include:

  • A LuxeDiva retail invoice

  • Retail discount vouchers

  • Consumer promotional leaflets

  • Retail loyalty material

The product itself may carry its original LuxeDiva or manufacturer branding, labels and packaging.

We do not remove labels or rebrand products unless a separate written private-label agreement has been made.

6. Packing Slips

Where supported, a reseller may request an approved packing slip containing the reseller’s business name and order reference.

Packing-slip requests must be supplied in the required format before the order enters fulfilment.

We may decline material that is misleading, unlawful, technically unsuitable or inconsistent with the order.

7. Dispatch and Tracking

When tracking is available, it will be added to the order or sent to the approved account email.

The reseller is responsible for updating their marketplace and customer with the tracking information.

Tracking can take time to update after carrier collection. A delay in the first carrier scan does not necessarily mean that the parcel has not been dispatched.

8. Delivery Delays

Please allow the carrier’s stated delivery period before reporting a parcel as delayed.

Where a parcel is delayed, we will take reasonable steps to assist with tracking or a carrier investigation.

We cannot guarantee marketplace delivery-performance metrics or compensation for marketplace penalties.

This does not remove responsibility where a delay was directly caused by our failure to use reasonable care in processing the order.

9. Lost Parcels

A parcel should be reported as potentially lost as soon as the carrier’s expected delivery period has passed.

Provide:

  • LuxeDiva order number

  • Marketplace order reference

  • Tracking number

  • Customer name and postcode

  • Confirmation that the customer has checked safe places and neighbours

  • Any relevant carrier communication

We may need to complete the carrier’s investigation before approving a replacement or refund.

Where the carrier confirms loss and the delivery information supplied by the reseller was correct, we will normally offer an appropriate replacement, account credit or refund.

10. Visible Damage, Incorrect Items and Missing Items

Please inspect the order promptly after delivery.

Visible transit damage, incorrect products or missing items should preferably be reported within 48 hours of delivery. A report made later will still be considered where it was not reasonably possible to identify or report the problem earlier.

Provide:

  • LuxeDiva order number

  • Marketplace order reference

  • Photographs of the product

  • Photographs of the external packaging

  • Photograph of the shipping label

  • Clear description of the problem

  • Quantity affected

Do not dispose of the product or packaging until we confirm whether it is needed for inspection or a carrier claim.

Where a claim is validated, we will normally offer a replacement, account credit or refund and cover reasonable return costs where a return is required.

11. Order Cancellations

Cancellation may be requested before an order enters picking, packing or dispatch.

A cancellation is not confirmed until LuxeDiva accepts it.

Once fulfilment has started, we may be unable to cancel the order. Any return must then follow the process in this policy.

12. Return Authorisation

All Trade returns require prior authorisation.

To request a return, email:

support@luxediva.co.uk

Include:

  • Company name

  • LuxeDiva order number

  • Marketplace order reference

  • Product and variation

  • Quantity

  • Reason for return

  • Date delivered

  • Relevant photographs for damaged, incorrect or faulty items

We will provide a return-authorisation reference and instructions where the return is approved.

Do not send goods to an address displayed elsewhere on our website without receiving Trade return instructions. Unauthorised returns may be refused or returned to the sender.

13. Non-Fault Returns

For an unwanted item, sizing issue or end-customer change of mind, the reseller must request Trade return authorisation within 14 calendar days after delivery to the end customer.

Once authorised, the item must be posted within 14 calendar days unless we agree a different period.

To qualify for a non-fault return, the product must be:

  • Unworn and unused

  • Unwashed

  • Unaltered

  • Free from marks, odours, makeup, hair and pet hair

  • Complete with original tags

  • In its original product packaging

  • Suitable for resale as new

  • Accompanied by the return-authorisation reference

The reseller or end customer is responsible for non-fault return postage.

We recommend using a tracked service. The reseller remains responsible for the parcel until it reaches the authorised return destination.

Original outbound delivery, picking, packing and fulfilment charges are not normally refundable for a non-fault return.

14. Direct Returns from End Customers

Your end customer must contact you, not LuxeDiva, about a return.

Do not publish a LuxeDiva warehouse or return address in your marketplace listings or consumer-facing policies.

After you request authorisation, we may permit the end customer to return the item directly to us using the approved return reference.

The reseller remains responsible for:

  • Communicating with the customer

  • Giving lawful return instructions

  • Issuing the customer’s refund

  • Complying with marketplace deadlines

  • Keeping the customer informed

LuxeDiva will not normally issue money directly to the reseller’s customer.

15. Faulty Products

Report a suspected fault as soon as reasonably possible after it becomes apparent.

Provide photographs or a short video clearly showing the fault, together with the order information.

Normal wear and tear, accidental damage, misuse, incorrect washing, alteration and damage caused after delivery are not manufacturing faults.

Where a product is confirmed faulty, we will normally offer one or more of the following, as appropriate:

  • Replacement

  • Repair, where suitable

  • Account credit

  • Refund

  • Reimbursement of reasonable approved return postage

Nothing in this policy excludes responsibility that cannot lawfully be excluded.

16. Products Excluded from Non-Fault Returns

Non-fault returns cannot normally be accepted for:

  • Underwear or intimate garments that have been worn or tried on in a way that compromises hygiene

  • Swimwear where a hygiene seal has been removed

  • Earrings or pierced jewellery

  • Opened cosmetics, skincare, haircare or personal-care products

  • Personalised, altered or made-to-order products

  • Products missing labels, packaging or components

  • Items damaged after delivery

  • Gift cards

  • Clearance products specifically identified as final-sale Trade stock, where legally permitted

This exclusion does not apply where an item was faulty, incorrectly supplied or otherwise subject to rights that cannot lawfully be excluded.

17. Return Inspection

Returned products are inspected before a refund or credit is approved.

We may refuse a non-fault return or make a reasonable deduction where the product:

  • Has been worn, washed or altered

  • Is marked, stained or damaged

  • Has missing tags or packaging

  • Has a strong odour

  • Is contaminated with makeup, hair or other substances

  • Is incomplete

  • Cannot reasonably be resold as new

We will explain any refusal or deduction and may provide supporting photographs.

18. Refunds and Account Credits

Approved refunds are normally made to the original payment method or, where agreed, applied as Trade account credit.

Please allow up to 10 working days after inspection for LuxeDiva to process an approved refund. Additional banking time may apply after processing.

A refund provided to the reseller does not automatically refund the end customer. The reseller remains responsible for processing the customer’s refund through the original marketplace or payment method.

19. Exchanges

We do not normally process direct Trade exchanges.

The usual process is:

  1. Request authorisation to return the original item.

  2. Place a new order for the required product, size or colour.

  3. Receive the applicable refund or credit after the returned product is inspected.

A replacement for an incorrect or faulty product may be arranged without a new order where appropriate.

20. Consumer Responsibilities of the Reseller

The reseller is the seller to the end customer.

You are responsible for complying with consumer law and marketplace requirements, including:

  • Pre-contract information

  • Delivery promises

  • Cancellation rights

  • Return instructions

  • Fault remedies

  • Customer refunds

  • Complaint handling

This B2B policy governs the relationship between LuxeDiva and the reseller. It does not reduce the rights that the end customer may have against the reseller.

21. Contact

For B2B delivery, tracking or return assistance, contact:

Email: support@luxediva.co.uk

Include your company name, LuxeDiva order number and marketplace order reference in every enquiry.