At Wo Luxe, we strive to ensure absolute satisfaction with every timepiece acquired from our boutique. Due to the high-value nature of fine horology, all returns, exchanges, and refunds are governed by strict verification protocols to protect both our clients and our vault integrity.
1. Return Eligibility & Window
We offer a 7-day inspection window from the date of confirmed delivery. To be eligible for a return or exchange, the timepiece must meet the following strict conditions:
- The watch must be completely unworn, unaltered, and in the exact condition in which it was received.
- All original packaging, factory stickers, presentation boxes, warranty cards, manuals, hangtags, and extra links must be included intact.
- Mandatory Unpacking Video: Because of the ultra-high-ticket nature of our inventory, an unedited HD unpacking video showing the opening of the sealed courier box is strictly mandatory. This video is required to substantiate any claim regarding incorrect, damaged, or missing items.
2. Restocking Fee & Non-Refundable Costs
Because high-ticket luxury timepieces require extensive re-authentication, mechanical re-testing, and logistical handling upon return:
- A 5% restocking fee applies to all approved return and exchange requests.
- Original shipping, insurance, and handling charges are non-refundable.
- Clients are responsible for all return transit costs, including secure, pre-paid, fully insured express courier shipping.
3. Non-Returnable & Final Sale Items
The following categories are strictly Final Sale and ineligible for return, refund, or exchange:
- Sourced Timepieces: All watches specifically requested, located, and acquired for a client via our global sourcing network.
- Special Orders & Price on Request Items: Custom allocations or non-stock pieces ordered directly to client specifications.
- Altered Timepieces: Any watch displaying signs of physical wear, sizing adjustments, strap changes, or unauthorized third-party handling after delivery.
- Items purchased on clearout, promotional sales, or marked explicitly as non-returnable.
4. How to Initiate a Return
To request a return within your 7-day inspection window, follow these steps:
- Contact Concierge: Reach out to our team with your order number, reason for return, and your mandatory unpacking video to request a Return Merchandise Authorization (RMA) number.
- Pack Securely: Repack the timepiece in its original protective packaging along with all documentation and accessories. Clearly reference the RMA number inside the package.
- Dispatch via Insured Transit: Ship the package back using a fully insured express carrier (such as FedEx or UPS) requiring an adult signature upon delivery. Returns without an approved RMA will be refused.
5. Inspection & Refund Processing
Once your returned package arrives at our Brooklyn vault, our master watchmakers perform a complete physical and diagnostic evaluation to verify authenticity, movement health, and component completeness. Upon successful inspection and approval, refunds (minus the 5% restocking fee and initial shipping costs) will be issued to your original payment method within 5 to 7 business days.
6. Authenticity Concerns
Every timepiece sold by Wo Luxe is backed by our 100% authenticity guarantee. If you ever have a question regarding the provenance or authenticity of your piece, please contact our specialists immediately for swift resolution.
7. Contact Information
If you need assistance with an existing order or have questions about our return policy, reach out to our team:
Wo Luxe
Address: Brooklyn, NY - United States
Phone: (646) 250-8011
Email: info@woluxe.com