Delivery Information

DELIVERY CHARGES

UK DELIVERIES

We are pleased to offer FREE Standard UK Delivery on ALL eligible orders at present until further notice.

Standard UK Delivery - usually £3.99, currently Free (usually Free on orders over £60.00)
Royal Mail 48/2nd Class (generally 2-3 working days for mainland UK) or our chosen courier.

Standard UK Signed/Tracked Delivery £4.99
Royal Mail 48/2nd Class Tracked (generally 2-3 working days for mainland UK) or our chosen courier.

Express UK Delivery £5.99
Royal Mail 24/1st Class (generally 1-2 working days for mainland UK) or our chosen courier.

Express UK Signed/Tracked Delivery £6.99
Royal Mail 24/1st Class Tracked (generally 1-2 working days for mainland UK) or our chosen courier.

Large/Heavy Items

Parcel Courier - 2 Working Days - £7.99 (Free on orders over £60.00)
Applies to Large or Heavy Items. This will be indicated on the product listing.

Parcel Courier - Next Working Day - £8.99
Applies to Large or Heavy Items. This will be indicated on the product listing.

For operational reasons, The Luxe Company reserves the right to amend or change the selected carrier at its sole discretion. Any changes made to the selected carrier will be to alternate services offering the same or improved delivery times. Any additional charges arising from such changes will be covered by The Luxe Company.

From time to time we may offer free UK Standard delivery on all orders. This will be publicised on the site and the delivery charge will not be applied at the checkout.

The Luxe Company does not guarantee delivery unless a tracked or special delivery service is selected. In all other instances, we will only refund claims for non-delivered goods where we are unable to provide evidence of dispatch and corresponding third-party confirmation of delivery, e.g. screenshot of your order on our dispatch system with address and/or tracking information correlating to Royal Mail confirmation of delivery. If we are unable to provide such information then a full refund will be made.

Items returned to us as unclaimed, not collected or undeliverable can be re-sent upon payment of a further postage charge equal to the original order charge. For reasons of discretion, we do NOT actively contact the customer where goods are received back unclaimed as circumstances may make this inappropriate. It is the customer's responsibility to contact us to advise of non-receipt and to request re-delivery if the items have been returned to us. Where re-delivery of such items is requested we will require confirmation of the delivery address and payment of the additional fee prior to the goods being dispatched. Payment can be made with a debit or credit card over the phone or online via a PayPal invoice. You do not need a PayPal account to use this facility.

DIRECT DELIVERIES FROM OUR SUPPLIERS

Certain product lines are delivered directly from our suppliers. Where this occurs, such delivery arrangements will be detailed on the product listings. Because we do not always have direct control or continuous updates of stock in these circumstances, all direct delivery orders are accepted provisionally subject to stock being available. Orders will be confirmed once stock availability has been confirmed with the supplier.

Orders for direct delivery items suitable for dispatch via standard delivery channels, e.g. Royal Mail, will be passed to our suppliers within 24 hours of receipt. Subject to stock being available, delivery should take place within 10 working days dependent upon the delivery method selected.

Many larger items, e.g. furniture, will be delivered directly from our suppliers by either their own transport or selected couriers.

Once your order has been placed, our Customer Services team, the supplier or the courier will be in touch to arrange a convenient delivery date. Where possible, the delivery team will call on the day of your delivery with an estimated arrival time.

Please note that the company reserves the right to place an extra charge for delivery if the weight of the total order is excessive. Customers will be contacted with details of any extra charges prior to dispatching goods for approval.


OVERSEAS DELIVERIES

EU Countries - Standard Delivery - £8.50 (3-10 working days).

EU Countries - Tracked Delivery - £9.50 (3-10 working days).

EU Countries - Large/Heavy Items - £15.00 (3-10 working days).

Rest of World - Standard Delivery - £12.00 (3-10 working days).

Rest of World - Tracked Delivery - £15.00 (3-10 working days).

Rest of World - Large/Heavy Items - £25.00 (3-10 working days).

The Luxe Company is not responsible for any local import and customs duties payable for goods delivered overseas.

DISPATCH AND DELIVERY TIMES

Subject to items being in stock...

  • UK Standard and Express delivery orders received(*) before 2.00pm Mon-Fri will be dispatched the same day wherever possible but we cannot guarantee this. Goods will be dispatched the next working day (M-F) at the latest.
  • Parcel courier delivery orders received(*) before 2.00pm Mon-Fri will be dispatched the same day wherever possible but we cannot guarantee this. Goods will be dispatched the next working day (M-F) at the latest.
  • Orders received(*) after these times will be dispatched the following working day (M-F).
  • Orders received over Bank Holiday periods will be dispatched the following working day, e.g. an order placed on Good Friday through to Easter Monday will be dispatched the following Tuesday.
  • Express delivery is only available for goods in stock. 

(*) Order received time refers to the time the order is received and processed by The Luxe Company. This is not necessarily the same time as the order is placed/confirmed/submitted.

All dispatch and delivery times are dependent on items being in stock. We will make every effort to let you know if items will take longer.

The Luxe Company cannot and does not accept responsibility for delays in transit once goods have been dispatched.

CHRISTMAS/NEW YEAR DELIVERIES

UK Standard/UK Express Delivery...

Last posting date for Christmas deliveries...

UK Standard Delivery -  Tuesday 18th December 2018

UK Express Delivery - Thursday 20th December 2018

Orders placed after 12 pm on 23rd December will be dispatched the next working day after Christmas.

Orders placed after 12 pm on 30th December will be dispatched the next working day after New Year.

Parcel Courier/EU/RoW Delivery...

See link information for last posting dates for Christmas deliveries...

https://www.royalmail.com/christmas/last-posting-dates?iid=RM1118_XMAS1_DD_01#international-post

Orders placed after 12 pm on 23rd December will be dispatched the next working day after Christmas.

Orders placed after 12 pm on 30th December will be dispatched the next working day after New Year.

PACKAGING


Orders including fragile accessories, e.g. candles, body care products, etc., will be dispatched in standard postage boxes within polythene mailing bags unless gift wrapping is requested during the ordering process.

Gift wrap orders aside, as an environmentally responsible business, we believe in recycling outer and protective packaging wherever possible. This has the triple benefit of reducing our costs, allowing us to maintain the best prices to you the customer and, most importantly, helps to conserve the environment.

Accordingly, you may notice that outer packaging and protective packaging may make reference to other products or companies. We appreciate that this means your delivery may not look as pretty as you might anticipate on arrival but, as we're sure you will agree, it's what's inside that counts, and if it means one less box to be dumped or plastic that will end up in the sea then we think that's a good thing and we hope you do too.

GIFT WRAPPING

We are delighted to offer gift wrapping as an option on most orders. Simply add our Gift Wrapping service to your order. Click HERE to go directly to that service.

The charge for gift wrapping is per item/set. If you are ordering multiple items that each require gift wrapping you must add the correct number of gift wrap services. Where only one element of a multiple item order requires gift wrapping, please indicate which item this applies to in the Additional Information field of the checkout process.

Gift wrapping includes a free upgrade to UK Express Delivery where UK Standard Delivery is chosen. All other delivery options remain available but are payable in full.

CANCELLATION

In accordance with EU regulations, you have the right to cancel an order within fourteen days of the purchase, or fourteen days after receipt of the goods (whichever is the longer). If you cancel an order, your payment will be returned upon receipt of goods. Please follow the procedures detailed on our returns page for returning goods.

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