Welcome to Luxella. These Terms & Conditions govern your use of the Luxella website and the purchase of products from Luxella Enterprises (“Luxella”, “we”, “us”, or “our”).
By accessing our website or placing an order, you agree to these Terms & Conditions. Please read them carefully before making a purchase.
Luxella Enterprises is a fashion and lifestyle business based in Kenya.
Email: info@luxellacouture.co.ke
Phone: 0115662022
Address: Ambalal Hse., South Tower, Kenya
You agree to use our website lawfully and responsibly.
You must not use the website for fraudulent or unlawful purposes; attempt to interfere with its security or operation; copy, reproduce or commercially exploit Luxella content without permission; or use the website in a way that may damage, disable or impair its functionality.
We reserve the right to restrict or terminate access where reasonably necessary.
We make reasonable efforts to ensure that product descriptions, images, colours, sizes and other information displayed on the website are accurate. Colours may appear slightly different depending on your device or screen settings.
Product availability may change without notice. If an item becomes unavailable after you place an order, we will contact you and provide an appropriate solution.
All product prices displayed on the website are the prices applicable at the time of purchase unless otherwise stated.
Prices may change from time to time. A price change will not affect an order that has already been confirmed and paid for, except where an obvious pricing error has occurred.
Where applicable, delivery charges, customs duties, taxes or other charges associated with international delivery will be communicated to the customer.
When you place an order, you are making an offer to purchase the selected products.
An order is considered accepted once Luxella confirms the order and/or receives the applicable payment.
We reserve the right to cancel or decline an order where reasonably necessary, including where a product is unavailable, there is an obvious pricing or product-information error, fraudulent or unauthorised activity is reasonably suspected, or we are unable to fulfil the order due to circumstances beyond our reasonable control.
If we cancel an order after payment has been received, we will arrange an appropriate refund.
Luxella makes available the payment methods displayed at checkout.
Orders may not be processed until payment has been successfully received or verified.
You are responsible for providing accurate payment and contact information.
Luxella ships within Kenya and internationally.
Delivery times may vary depending on the customer’s location, courier availability, customs procedures and other circumstances beyond Luxella’s reasonable control.
Customers are responsible for providing accurate delivery information.
For international orders, the customer may be responsible for customs duties, import taxes, clearance fees or other charges imposed by the destination country unless otherwise stated at checkout.
Once an order has been handed over to the applicable courier, delivery may be subject to the courier’s terms and conditions.
We accept returns within 3 days of the date you receive your order.
To qualify for a return, the product must be unused, unworn, in its original condition, have all original tags attached, and not have been damaged, washed, altered or otherwise compromised.
Customers must contact Luxella within the applicable return period before sending an item back. Returns that do not meet these requirements may be declined.
Once a returned item has been received and inspected, Luxella will determine whether it meets the return requirements.
Approved refunds will be processed within a maximum of 3 business days after the return has been approved.
The method and timing of the refund may depend on the original payment method and applicable payment provider.
Any applicable delivery or return shipping costs will be communicated to the customer where relevant.
If your order arrives damaged, please contact us immediately upon receiving the order and provide clear photographs showing the damage and the condition of the packaging where possible.
If the damage is confirmed to have occurred before or during delivery, Luxella will arrange an exchange or another appropriate resolution.
Please do not wear, wash, alter or otherwise use a damaged item before contacting us.
Where an item arrives damaged and the damage is confirmed, Luxella will arrange an exchange subject to product availability.
For other exchange requests, please contact Luxella before returning the item so that we can confirm whether the requested exchange can be accommodated.
Where Luxella accepts custom-made or specially requested products, the terms applicable to that order may differ from the standard return policy. Any applicable conditions will be communicated before the order is confirmed.
All content appearing on the Luxella website, including brand names and logos, product photography, campaign imagery, videos, graphics, text, designs, website layouts and other creative materials, is owned by or licensed to Luxella Enterprises unless otherwise stated.
You may not reproduce, distribute, modify, publish, sell or commercially exploit Luxella content without our prior written permission.
If you contact Luxella, submit feedback, reviews, photographs or other material, you agree not to submit content that is unlawful, abusive, defamatory, fraudulent or infringes another person’s rights.
Our website may rely on third-party services, including payment providers, delivery companies, analytics services, advertising platforms and technology providers. Your use of those services may also be subject to the third party’s own terms and policies.
We aim to keep the Luxella website available and functioning properly but cannot guarantee that it will always be
uninterrupted, error-free or free from technical issues.
We may temporarily suspend or modify the website for maintenance, updates, security reasons or other
operational requirements.
To the extent permitted by applicable law, Luxella will not be responsible for losses arising from circumstances outside our reasonable control, including courier delays, customs delays, internet or technical failures, third-party service interruptions or events beyond our reasonable control.
Nothing in these Terms & Conditions excludes or limits any consumer right or liability that cannot legally be excluded or limited under applicable law.
Luxella will not be responsible for failure or delay in fulfilling an obligation where the failure or delay results from circumstances beyond our reasonable control, including natural disasters, government action, strikes, civil disruption, transport disruption, significant technical failures or other unforeseen events.
We will make reasonable efforts to communicate with affected customers and fulfil orders as soon as reasonably possible.
Your use of our website is also subject to our Privacy Policy, which explains how Luxella collects, uses and protects personal information.
These Terms & Conditions are governed by the laws of Kenya.
Any dispute arising in connection with these Terms & Conditions or a purchase from Luxella will be subject to the applicable laws and courts of Kenya, without limiting any mandatory consumer rights that may apply.
Luxella may update these Terms & Conditions from time to time. The updated version will be published on the website with a revised “Last Updated” date.
Luxella Enterprises
Ambalal Hse., South Tower, Kenya
Email: info@luxellacouture.co.ke
Phone: 0115662022