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.
This page will be regularly updated with the most recent delivery timelines. Please check below to ensure you have the current information on when you can expect your order. If you placed your order with tracked delivery please check your tracking details for further information about the delivery progress of your order.
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. Orders are processed on working days, from Monday to Friday. The total time for processing and shipping is estimated 7 working days for UK orders.
Example 1: An order placed on Monday afternoon, decant and bottling takes place on Tuesday or Wednesday. The order is posted on Thursday. Shipping takes est 3-5 working days (UK).
Example 2: Order is placed on Friday evening, the order is decanted and bottled Monday or Tuesday, and shipped on Wednesday. Shipping takes est 3-5 working days (UK).
Shipping
NOTICE: Due to COVID-19 and Brexit procedures some deliveries are being delayed. Especially non-UK deliveries experience delays due to post-Brexit border procedures and COVID quaranteens for parcels. 7-14 days is normal for international deliveries. However this may be delayed a bit further due to the two procedures.
Delivery charges are per order:
An order can be delivered to one address only. If you require sending orders to multiple addresses you will need to place a separate order for each address.
Delivery options:
Within the UK
- Free Standard Non-Tracked Delivery with any purchase above £60.
- 2nd Class Non-Tracked Delivery is £2.25 - £2.75 depended on weight
- 2nd Class Tracked Delivery is £3.95 - £6.75 depended on weight
Delivery for most standard orders within 5 -10 working days [i.e., 2-day decant processing + 3 - 5 working days delivery]. This excludes weekends and Bank Holidays.
Be aware there is no replacement coverage for lost items with non-tracked delivery if selected at checkout. All lost items must be claimed through Royal Mail.
Europe (EU)
- Free Standard Non-Tracked Delivery with any purchase above £150.
- 2nd Class Non-Tracked Delivery is £8.50 - £12.50 depended on weight
- 2nd Class Tracked Delivery is £18.50 - £22.50 depended on weight
- FedEx up to 1kg: £26.89 excludes Hazmat fees and processing.
Delivery for most standard orders within 7 -14 working days [i.e., 2 day processing + 5 - 10 days delivery]. This excludes weekends and Bank Holidays.
Please be aware that post-Brexit customs procedures can extend/delay delivery time.
Be aware that LUXX provides no replacement coverage for lost items. All lost items or compensation must be claimed through Royal Mail.
Worldwide
- 2nd Class Tracked Delivery is £16.95 - £34.63 depended on weight
Delivery for most standard orders within 10 -14 working days. This excludes weekends and Bank Holidays. Brexit transitions can prolong customs and delivery, although this is not common.
International Shipping: Important*
Shipping Restrictions: It is your responsibility to be aware of the specific import restrictions for your country. If your package is refused or destroyed due to customs rules we will not refund your order. Or offer a replacement at no charge.
Customs regulations and taxes can be different for every country. It is therefore your responsibility to make yourself aware of the regulations, and/or pay for any fees applied. Check with your local post office about the procedures in your country.
We cannot guarantee international shipments with orders that use Royal Mail. We cannot investigate or replace Royal Mail orders once the tracking shows that they have successfully left the U.K.
Once your package clears customs it is sent to your local post office. You MUST contact them if you do not receive your package, we cannot check on it for you or update you on it. Your local post office may hold your package instead of delivering it. Your post office should leave a notice at your address. Once they leave the notice (regardless if you find the notice) they are not responsible for guaranteeing that you receive your package. We are not responsible for it either. International shipping has its problems in 1-3% of orders. This is a risk you take. Please request the use of FedEx for all international shipments to guarantee delivery.
Once we have shipped your order there's nothing we can do to guarantee it gets to you. We do not refund or replace lost packages.
These are our sales terms. You must agree to our terms to complete the sale.
If you do not agree, do not complete the sale. 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 process up to £20 in compensation for lost non-tracked items with evidence. For tracked items Royal Mail process £50-250 in compensation for lost tracked items with evidence. All compensation is issued at Royal Mail's own discretion.
International / Non-UK Orders: Customs / Duty
Buyer is responsible for any fees, should this be requested at import such as import taxes or duties.*
* Generally, the order value need to exceed a certain amount for this to apply and our product samples tend to remain below the value of duty requirements, but regulations do change so please be aware of this.
Returns and refunds will not be accepted if you have failed to procure valid licenses or fulfil your country’s legal requirements in order to handle any items in your order or be permitted to import fragrances.
** If an order is refused delivery by customs due to unauthorized contents, LUXX is not responsible for any delays, losses or cost incurred by you, the customer. No refunds will be issued. **
*** If you fail to be available for signed delivery and items are returned to us, you are responsible to repay new shipping fees. No refunds will be issued. UK regulations do not permit us to take any returns on decants for resale, and therefore refunds will not be issued. ***
**** In some countries, perfumes and testers are restricted for import. It is your responsibility to check your country's regulations. Losses incurred due to your country's limitations will not be refunded.****
