Política de reembolso

Returns and refunds

60 days to change your mind

You have 60 days from delivery to return your order — far longer than the law requires, because shoes are a decision you should be able to make at home, on your own floor, with your own clothes.

Email contato@luxocouer.com.br with your order number to start a return. No explanation needed. We refund the full amount you paid to your original payment method, within 14 days of the return reaching us.

Customers in the European Union and United Kingdom also keep the statutory 14-day right of withdrawal. Our 60-day policy is in addition to it and never replaces it.

Condition

Shoes must come back unworn, in their original box, with any tags attached. Please try them on a carpeted surface — soles that show outdoor wear cannot be accepted. We may reduce a refund to reflect handling beyond what is needed to establish the nature and characteristics of the item.

Return shipping

Unless the item is faulty, incorrect or damaged, the cost of returning it is yours. If it is faulty, incorrect or arrived damaged, we cover the return entirely — send us photographs and we arrange it.

Wrong size?

Shoe numbering is not standard between makers, which is why every product page carries a foot-length chart measured for that exact pair. If a pair still does not fit, return it within 60 days and order the size you need — a refund and a fresh order is faster than waiting on two parcels in sequence.

Faulty, damaged or incorrect items

Contact us within 60 days of delivery with photographs. You are entitled to a repair, a replacement or a full refund. Your statutory rights are not affected by anything in this policy.

Cancelling before dispatch

If your order has not shipped, we cancel and refund it in full. Write to us as soon as you can.

Orders that never arrive

If tracking stalls for an extended period, or the carrier confirms the parcel lost, contact us. We resend or refund in full. You do not need to open a dispute with your bank to get this — ask us first and we will resolve it.