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.
Please allow our perfume lab 1-2 working days for the decant/bottling process depending on existing stock.
Orders are processed from Monday through Friday, cutoff time at 12 noon, excluding bank holidays. Any orders we receive outside of these times will be processed the next working day. Example: Orders received after Friday 1pm will be processed on the next second working day (Tuesday).
NOTE: *Shipping delays are expected on orders outside the UK due to new European customs procedures and reduced airline capacity. Please be aware that items get backlogged in customs clearance by anywhere from 2 - 6 weeks. Luxx provides no refunds or credits on orders delayed or lost in delivery. Claims for delays or losses is the carriers responsibility.
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 and delivery start from:
UK Tracked Delivery (5-7 Working Days) – Free over £60
UK Tracked Delivery (5-7 Working Days) – from £3.95
EU Tracked Delivery (2-6 Weeks)* – from £9.55
United States, Australia and Canada (2-6 Weeks) – from £11.95
100 grams is the weight of roughly one bottle.
International Shipping / Delays
Import and Duty: It is the buyers responsibility to be aware of the specific import requirements for your country and to pay any applicable VAT and Customs fees on arrival of your order. Be aware that custom regulations and taxes differ for each country.
Check with your local post office about the procedures in your country.
RTO Customs Returns: If your package is refused RTO (returned to origin) or destroyed, your order will not be refunded or replaced 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).
Should your package be returned after 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, will cause considerable delays to orders by several weeks.
Shipping Delays: There are persistent shipping delays to the Eurozone and international countries with a reduced frequency due to limited airline capacity and extensive customs clearance backlog. Your delivery outside the UK can be severely delayed. Luxx does not refund or provide credits for delayed orders.
These are the 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.
Royal Mail provides the final tracking route on the completion of the delivery, not during the delivery process.
For missing delivery, please contact Royal Mail (see Compensation Claims) to file a missing item complaint. 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.
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 shipping date.
Please assure you have all details ready before filing:
1) Your payment evidence and order date
2) Tracking code (emailed upon shipping notification).
3) Label format: Online label
4) Packaging description ("White padded envelope with content glass bottles").