FAQs
November 26, 2021 2024-09-03 21:46FAQs
FAQs
How do I create an account?
You can easily create an account by either clicking “my account” in the footer or the person icon in the top left hand corner.
Once you enter your details and submit, an account will be set up.
How do I reset my password?
To reset your password, you can login in to your account. You then need to click “edit your password” and you will be able to change your password.
If you’ve forgotten your password, simply click on “my account” and click on “I’ve forgotten my password”
You will receive an email with directions on how to reset your password.
How do I join Luxe VIP?
Our Luxe VIP members get:
- 10% off the first order
- Exclusive deals
- First look at new products; and
- Exclusive sale deals
To join, simply subscribe to our newsletter.
When will I receive my order?
UK customers usually receive their order within 3 – 5 days of placing their order. International customers usually receive their order within 7 – 10 days.
For more delivery information please see our delivery page
Can I return my item?
Yes, of course. You can exchange or get a refund of your item as long as it is unworn within 14 days of receipt of your order.
For further details of how to request an exchange or refund, please visit our returns page
Where is my order?
When your order is dispatched, you’ll receive a confirmation email from us. This will inform you which carrier we have used to deliver your package, and of your tracking number. Please track your order directly with the relevant link below.
If you have not received your tracking number or confirmation email please contact our customer services at customercare@luxefantasies.com
Do I have to pay customs duty?
You may need to pay customs if you are based outside of the UK. When your delivery reaches the country of destination, import duties and taxes are levied and payment of these are necessary to release your order from customs. We are unable to advise on rates as they vary according to country. Please consult your local post office services for more information.
The courier may be in touch to request further information for customs purposes.
I sent back my return but I have not heard anything
Returns take a full 14 business days to be processed, and you will be emailed once this has been completed. We advise all customers to retain their proof of postage receipt issued by the delivery carrier. If you are concerned that your item has not been received, please track your parcel using this proof of postage so we can follow its return journey.
I've received a faulty or incorrect item
If in the unlikely event that an item you have received is incorrect or faulty, we recommend you return the item at your earliest convenience. Please contact our customer service team who will be happy to help create your return.
Can I exchange my order for a different style?
We are only able to offer size exchanges. If you wish to purchase an alternative style, then please return your purchase for a refund and place a new order on our website.
How do I contact customer services?
If your question has not been answered in our FAQs, you can contact our customer services by emailing customercare@luxefantasies.com
