Shipping
The health and well-being of our consumers, employees and the broader community remains our top priority. We are continuing to take stringent precautions and safety measures based on government guidance, and therefore there may be a delay with the delivery of your online order.
We are working hard to get your items to you as soon as possible, and thank you for your understanding and patience during this time.
Decant Processing
Our perfume lab may need up to 2 days for the decant/bottling process depending on order volumes and existing stock, although we try to process orders as quick as possible.
We aim to dispatch all orders within 2 working days.
We process orders Monday through to Friday 9am-5pm excluding bank holidays. Any orders we receive outside of these times will be processed the next working day. Orders received after Friday 1pm will be processed on the next second working day (Tuesday).
Shipping
NOTICE: Shipping delays are extended on orders outside the UK due to supply chain and a new European customs procedure being installed across the EU. Please be aware that in some cases delivery time can double.
We offer delivery to both the UK and Europe/International. UK delivery is free for orders over £60.
Estimated rates per weight of 100 grams start from:
UK Standard Delivery (4-5 Working Days) – Free over £60
UK Second Class Delivery (3-5 Working Days) – from £2.95
UK Second Class Tracked Delivery (1-3 Working Days) – from £4.95
EU Standard Delivery (10-14 Working Days) – from £8.50
United States, Australia and Canada (10-14 Working Days) – £35
100 grams includes roughly one bottle plus packaging.
International Shipping
Import and Duty: It is buyers responsibility to be aware of the specific import requirements for your country. Be aware that custom regulations and taxes differ for each country. Although we see very low percentage of difficulties with these restrictions, once in awhile they do cause unexpected delays or added fees to orders.
It is therefore your responsibility to make yourself aware of the regulations, any duties and fees, and/or pay for any fees applied on arrival. Check with your local post office about the procedures in your country.
If your package is refused RTO (returned to origin) or destroyed, we will not refund your order or offer a replacement at no charge. We do not refund or replace lost packages. You may, however, attempt to seek a refund through the Royal Mail's missing item claim (see 'Missing Deliveries' below).
However, should your package be returned to us if it has been unclaimed during failed delivery attempts, we will make one attempt to repost the order to you once the return has reached our facilities. Be aware that multiple delivery attempts if you are unavailable or not responding to post office notifications, causing unclaimed deliveries, will cause considerable delays to orders by several weeks.
These are our sales terms. All sales are final.
Tracking Your Delivery
If you selected tracked delivery for your order, you can check the update of your delivery via the Royal Mail Track and Trace page.
Missing Delivery
For missing delivery, please contact Royal Mail (see Compensation Claims) to file a missing item complaint or file a complaint through your local delivery partner (generally displayed in the tracked delivery details if you select tracked delivery). LUXX is not associated with third-hand services and cannot help you locate parcels or file missing items complaints. This must be done by you, the buyer.
Compensation Claims
For lost items you would need to file a compensation claim with Royal Mail via the Online Compensation Form. Royal Mail require that claims are filed no earlier than 14-days after delivery date.
Please assure you have all details ready before filing:
1) Your purchase receipt with order value and order date
2) Label reference or tracking code (these references are emailed to you upon shipping notification).
Please note that compensation claims are generally accepted by Royal Mail for tracked postage. Royal Mail may process up to £20 in compensation for lost non-tracked items with evidence at their own discretion. For tracked items Royal Mail may process compensation for lost tracked items with evidence.
