FAQ Delivery – LUXMIX

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FAQ Delivery

WHAT IS THE RETURNS POLICY FOR ORDERS SENT TO THE UK?

UK CUSTOMERS for our International returns policy please click here. If you're looking to return a faulty or incorrect item, please get in touch so we can get this sorted for you

Do you want to return something? No problem! Returns are FREE for UK customers. You can return any item for a refund within 30 days of receiving your original order. You can also exchange your item within 30 days, as long as the new item has the same product code as the original product you ordered.

If you want to exchange for a different colour, the price of both colours must be the same as the price at which you bought the original product.

You’ll know if the new item has the same product code as your original item, because the size or colour will be available in the drop down menu on the product page for the original item you ordered.

We'll send your replacement to the original delivery address. To check or update your address details, log into My Account and click 'edit' below your Address Book (remember to click 'Save' when you're done).

 If the item is out of stock in the size or colour you have opted for, then a refund will be issued instead.

If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original product, then you'll need to return the unwanted item for a refund and place a new order.

We'll refund the price you purchased your item at - this includes sale items. If you’d like a refund for your goods but you can’t return them to us for any reason, then a refund for those goods will be at our discretion.

If you wish to return underwear, swimwear or any items marked with a + next to the product name, please do not remove the original wrapping for hygiene reasons.

All goods will be inspected on return.

The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!

We are not responsible for any items that are returned to us by mistake. We try hard to accept all returns and they don’t need to be in the original box or bag, as long as they're securely packed. Where possible, returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box.

In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

HOW DOES YOUR UK STANDARD DELIVERY WORK?

The UK Standard Delivery is 3 - 5 Working days.

WHAT SHOULD I DO IF MY ORDER HASN’T BEEN DELIVERED YET?

Your estimated delivery date is in your Order Confirmation email –please allow until this date for your order to arrive. It's also worth checking if there are any local delays in your area - just click here.

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order.

If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel.

If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up to date information on the status of your order.

If your estimated delivery date has passed and you haven’t received your order, just click here so we can help you further.

WHAT SHOULD I DO IF MY ORDER HASN'T BEEN DELIVERED YET?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It's also worth checking if there are any local delays in your area - just click here.

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel.

If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up to date information on the status of your order.

If your estimated delivery date has passed and you haven’t received your order, just click here so we can help you further

WHAT HAPPENS IF I'M NOT IN WHEN MY ORDER ARRIVES?

UK Customers

Someone needs to be in when your parcel is due to be delivered as we may need a signature. Don’t worry if you aren’t as our carrier usually tries to deliver more than once.

Alternatively they will leave a card confirming they have either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

International Customers

If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

 

 

 

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