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Returns & Refunds


Luxe Hour offer exchanges or refunds on faulty product for MEO face masks, however, please note we cannot return product due to ‘change of mind’ OR the incorrect sizing/style purchased.


Luxe Hour offers returns for Ben Bali shorts however returned items must have proof of purchase, original tags, stickers/labels and packaging - and be in new condition (unused) as when you have first received the items.

Luxe Hour does not take responsibility for any items lost (or damaged) during the return shipping. We cannot refund duties, taxes or shipping charges. Return shipping costs are the responsibility of the customer unless being returned due to damages of the products. Therefore, we recommend you use a shipping service with insurance and tracking number capability. Please do include a copy of your packing slip or receipt with any return so that it can be identified as your order.

Once we received the items, we will inspect the items then a refund may be issued for the amount of the merchandise returned (less shipping charges).

If you would like to process a return, please visit our Contact page and fill out the form to send us a message. Do include the following details:

  • Your name
  • Address
  • Order number
  • Reasoning/details of the return

Once we receive this email from you, we will get back to you, advising you of the next steps and answer any questions.

For sizing, we are happy to provide an exchange if the items are not soiled, washed or altered, worn, and have original packaging and tags within 7 days. As above the customer will pay for the shipping/return we will provide an exchange free of charge.

For refunds, we will charge a $20NZD restocking fee to cover admin charges (deducted from the total refunded amount), allow up to 14 days for a refund to be processed. Refunds are not allowed on exchanged, sale, or discounted product.

Order cancellations should be communicated with the team within 24 hours of purchase, there is no guarantee it as we work swiftly to ship all products.

Damaged Items

If an item arrives to you is damaged, please send us an email to, including the following:

  • Your name
  • Address
  • Order number
  • Details of the damaged products
  • Photos of the damaged products

If an item is damaged, please to get in touch with us within 7 days of you receiving the parcel. Once the investigate the damaged products, we may issue a refund accordingly.