Returns & Cancellations
Please be aware that we do not accept returns on any handmade decant testers. Due to UK Health & Safety Regulations we cannot re-stock or re-sell returned handmade decants or perishable goods. It's policy, unfortunately. Our returns policy is the same like all perfume and decant shops across Europe and UK, where only full bottles in unopened cellophane can be returned.
All orders are final. We are trying to offer a better option in the near future.
The following exceptions apply:
- Replacement of the same product in the original order will be provided on damaged items.
- Replacement is not offered on products that have been tampered for other usage.
- Exchange is offered on faulty / wrong items with a replacement.
- Faulty items need to be notified to us within 36-hours of delivery date to qualify for exchange.
- Note that an exchange will not be provided for returned goods that show signs of use or unreasonable use.
For replacements, returns must be received within 30-days of the purchase date. Returned items must be pre-approved with a return reference code and be posted by tracked delivery and with tracking proof with the return label emailed to you upon approval.
Please ensure that the returned parcel is properly sealed and contains the Returns Note or original packing slip.
The contract of sale is formed when we accept your order. We will be happy to accept cancellations provided that you notify us prior to the product(s) being sent for processing and shipped. We cannot accept/respond to cancellations beyond that time frame.
Make sure to include your order number and name. When the cancellation is processed, you will receive a verification by email.
The payment refund will be credited back to the same card used in the transaction within 2-5 business days.
If you have received a faulty item we will issue a replacement for the original item ordered. Please report faulty goods within 36-hours of delivery through the contact form.
If you have received a faulty item and we are unable to replace it, a refund will be issued within 14-days of receipt of the return.
All non-UK orders may be subject to customs and VAT fees on arrival. It is buyers responsibility to pay all import fees. We do not charge VAT on our products. Refusal to pay VAT will not result in refunds for the order, and buyers will lose the value of the order if these fees are left unpaid or the delivery is left unclaimed.
Missing or Delayed Deliveries
Covid circumstances are causing known logistics and customs delays for orders outside the UK. Royal Mail suggest to allow anywhere from 2-6 weeks for deliveries to pass through customs clearance.
If your order is delayed, contact us after the 6th week to allow us to look into the delay. We are unable to look into delayed deliveries prior to the 6 week cut off time.
Luxx does not refund or credit for delayed or missing orders. Buyers can file a missing delivery claim direct with Royal Mail and seek compensation through the responsible shipping services. [See below for details]
Compensation Claims: Lost Items
For lost items you may file a compensation claim with Royal Mail via the Online Compensation Form and select 'online postage' option. We cannot accept liability for goods lost in transit (although this is rare) and we do not provide refunds or compensation for lost items. Missing items would need to raised with Royal Mail.
Please assure you have all details ready before filing your claim with Royal Mail:
1) Your purchase receipt that was emailed to you
2) The order value and order date
2) Shipping label reference (for non-tracked deliveries) or tracking code.
This is emailed to you upon shipping confirmation. You can take a screencap or image of the label reference or tracking number and upload it with your proof for a claim filed with Royal Mail.
Please note that compensation claims by Royal Mail is generally processed and refunded for tracked postage (You select your method of postage during checkout). You can however, still file a missing items claim.
UNCLAIMED CUSTOMS FEES
Royal Mail does not process compensation claims for orders rejected by recipients for customs and duty payments, and you will not be able to filing a missing items report for such claims. Buyers are responsible for all import fees, if applicable.