FREQUENTLY ASKED QUESTIONS
Customer service is extremely important to us & we're here to answer your queries via email. Please make sure you read the FAQs below which may answer your question. For all enquiries, please contact email@example.com
As a small online UK-based business, we do not have the capacity to offer call centre customer service. However, we aim to answer your emails within 24 working hours of you sending them. We are a hardworking team and adore our customers. We really appreciate you shopping with us and hope that you love our jewels and accessories as much as we do!
WILL YOU GET THIS ITEM BACK IN STOCK?
We always try to restock bestselling jewels and accessories. Unfortunately we can't guarantee if & when styles will come back into stock, and lead times on manufacturing can vary from a few days to a few months. We recommend to purchase as soon as possible when the item is released as many pieces sell out in as little as an hour.
THE STYLE I ORDERED IS OUT OF STOCK
Although rare, very occasionally mistakes can happen on our online inventory. Should your item be out of stock, we will provide a refund same day & email you to notify you. We make every effort to prevent this, but inevitably sometimes the technology we use can run a delay between our stockroom levels & online inventory. We appreciate your understanding should this occur, although it is very unlikely that you will be affected by this.
ARE YOUR PAYMENT GATEWAYS SECURE?
Shop with us in confidence as our payment gateways are 100% secure. We use Sage Pay and PayPal as merchants, both of which are high security & have buyer protection schemes in place.
DID MY PAYMENT GO THROUGH?
If you have received an email with your order number in, your order has gone through successfully. If you are still unsure, please email firstname.lastname@example.org & our Luxy team will check that your order was successful.
WHERE IS MY ORDER?
We dispatch orders same day when placed before 5:00pm. You will receive an email to inform you that your Luxy sparkles are on the way to you.
You can contact UKMail directly if you have any questions about your UK Express delivery on 03451 554455. Their team are available to help you Monday to Friday 7am - 7pm, Saturday 8am - 12pm.
WHICH COURIERS DO YOU USE?
UK Express Delivery and Saturday Delivery (mainland) - UK Mail
UK Express Delivery and Saturday Delivery (restricted postcodes - highlands and islands) - Royal Mail
Northern Ireland Delivery - Royal Mail
Republic of Ireland Delivery - DPD
Europe Delivery - DPD
Locations outside of Europe - Fedex
CAN I CANCEL MY ORDER?
We pick and pack your order immediately after it is placed, so unfortunately we are unable to cancel orders after payment has been made. However, you can return the parcel to us should you wish, and we will provide a refund when we receive it back.
DO YOU OFFER PREPAID RETURNS?
Luxy Accessories do not currently offer prepaid returns labels. We recommend that you return your items via a recorded method so that you can track it's whereabouts should there be a delay.
HOW LONG WILL MY REFUND TAKE?
Please allow the Luxy team five working days to process your return & refund after it has reached our premises. You will receive an email confirmation as soon as your refund has been processed. If you paid direct on credit/debit card, your bank can take 3 working days to show the refund. If you paid direct on PayPal, your refund will be instant in your PayPal account. Please note that you will need to log in & scroll to the original transaction (payment for the order) in PayPal to view the refund details.