EU Luxury Stores program terms
These Luxury Stores program terms apply to your participation in the Luxury Stores invite-only program. These terms supplement the Amazon Services Europe Business Solutions Agreement.
Eligibility
Luxury Stores is an invite-only program. If we invite you to join the program, we will engage with you to determine which of your brands and products are eligible for Luxury Stores (“Luxury Eligible Products”).
Referral fee
The Luxury Stores referral fee is 20% for each Luxury Eligible Product in Fashion categories sold in Luxury Stores and 30% for each Luxury Eligible Product in Beauty categories sold in Luxury Stores.
Fulfillment fees
Standard FBA fees apply to luxury eligible products in Fashion and Beauty utilizing FBA. Return processing fees and removal order fees are waived.
Both the referral and fulfillment fees indicated above will be increased by 2% (for items sold on amazon.co.uk) and 3% (for items sold on amazon.it, amazon.es, amazon.fr). This adjustment is due to the Digital Service Tax (DST) applicable to sales made on those Amazon Sites. To facilitate understanding DST impact on fees, note that (i) to calculate the increase on referral fees rates that are percentage based, you should add 2% or 3%, depending on the Amazon Site where the item is sold, to the absolute fee amount. Note that the increase is not an increase of two percentage points; (ii) to calculate the increase on fees that are cash value (for example, FBA fulfillment and storage fees), you should add 2% or 3%, depending on the Amazon Site where the item is sold, on to the cash value.
Seller fulfillment with Luxury Stores
If you choose seller fulfillment, you agree to the following requirements for all Luxury Eligible Products.
Shipping
Selling Partners agree to provide the shipping benefits described below for all seller fulfilled items:
| Shipping speed | Eligible addresses |
| Free three-day shipping | All addresses in the EU, UK, and Switzerland. |
You also agree to offer free shipping to Luxury Stores customers who select delivery options that are three-day shipping or slower.
Shipping label requirements
Selling Partners are recommended to buy all shipping labels for orders through Buy Shipping. By using Buy Shipping, Selling Partners agree to our terms and conditions and the terms and conditions of the applicable carrier or service provider for both delivery from fulfillment center and returns shipping.
If you choose not to buy shipping labels through Buy Shipping, you agree to manually send us a shipment confirmation notification and the valid tracking number for each order processed on the Manage Orders page.
Customer service
- You must to respond to any inquiries from Luxury Stores customer service within 24 hours on weekdays and by the next business day on weekends and holidays.
- You must monitor any inquiries that come from customers through Buyer-Seller Messaging Service in Seller Central and forward them to eu-amazon-luxury-stores-operations@amazon.lu and notify the customer about the same.
- Amazon will address pre-order customer contacts but we will route inquiries to you if we determine additional expertise is required.
- Amazon will address FBA order related contacts.
- For seller-fulfilled orders, Luxury Stores customer service team will engage with the customer on your behalf, but you must agree to take order-related actions when requested by Luxury Stores.
Delivery guarantee
We display a guaranteed delivery date message for all seller fulfilled items eligible for three-day shipping. Luxury Stores customer service may provide full shipping cost refunds when customers contact us regarding a late delivery, and may charge the seller’s account for the cost of any refund.
Customer returns requirements and policies
To ensure a great customer experience, all items are subject to the Luxury Stores return policies listed below.
| Item | Policy or requirement |
| Luxury Stores return policy | You will comply with the return requirements under this program policy and Luxury Stores return policy. Customers must receive free returns for all Luxury Products. |
| General return expectation | Customers that request to return a Luxury Product under the Luxury Stores return policy during the applicable return window will have their return approved immediately and will receive a pre-paid return mailing label. |
| Seller-fulfilled return shipping location | All returns of Luxury Stores items will be shipped to the return address provided in your Account Settings. Selling Partners are required to provide a return address in any of the following countries: UK, Germany, France, Italy, Spain. |
| Seller-fulfilled charges for the return mailing label | Selling Partners will be responsible for the cost of return mailing labels for all products. |
| Seller-fulfilled refund processing time | All returned Luxury Products must be processed and refunded within two business days of the item arriving in your designated return location. |
| Refund amount | If the returned Luxury Products meet the conditions specified in the Luxury Stores return policy or elsewhere under this program policy, you must provide a full refund to the customer and not charge a restocking fee. |
| Delivery refunds | If a customer complains of not receiving delivery of a Luxury Product when the package tracking information indicates it was "delivered," they should be directed to Luxury Stores Customer Service. |
| Hazardous material (Hazmat) items | Customers will be able to call Luxury Stores Customer Service for a refund on these items if the returns transport provider does not support returns shipping of hazmat goods. Customer service may issue a refund for unreturnable items at their discretion. Amazon may charge the costs of any refunds to the seller's account. If you believe an item has been incorrectly classified as hazmat, contact your Brand Manager for assistance. |
| Customer returns exceptions | To ensure a great customer experience, Luxury Stores may make case-by-case exceptions to the return policies, including accepting returns for items past the stated returns time frame. |
Offer listings
Selling Partners can create separate offers for the same ASIN and list one of them as a seller fulfilled offer and the other as FBA. However, a given Selling Partner should upload inventory for only one fulfillment offer (either seller fulfilled or FBA) at any given time.
Metrics
Selling Partners agree to meet or exceed the following performance:
- An On-time Shipment Rate of at least 99% of orders.
- A Valid Tracking Rate for at least 99% of orders.
- A Cancellation Rate of no more than 0.5% of orders.
- An On-time Delivery Rate of at least 97% on orders where shipping was purchased outside of Buy Shipping Services.
