SHIPPING & RETURNS

SHIPPING POLICY

After you have made a purchase over the phone with Heather, your order will be packaged and sent out to you the next working day and will be fulfilled with the delivery service specific when you made the order.

If you have not received your order after 3 days please give us a call on 02920 494004.

All of our delivery options will require a signature for all deliveries, in the event nobody is home to accept the delivery, Royal Mail will leave a calling card to contact them to rearrange delivery or collect at their nearest depot where it is usually held for 10 days before being sent back to us. If the delivery is sent back to us, unfortunately, we will need to recharge you for delivery.

RETURN & EXCHANGE POLICY

All of our goods are eligible for return within 7 days of receiving them. We will issue a full refund/exchange for the value of the item (excluding the original delivery charge) on receipt. A refund or exchange will not be awarded for unwanted gifts or any other reason.

**Note: returns are subject to the following instructions being followed...

1. When trying on items of clothing, ensure that you are not wearing any perfume or deodorant which will leave a scent on the item.

2. The item must be returned with any tags still intact, with all documentation delivered with the item, and in its original packaging.

3. The item must be returned in its original condition and must not have any additional damage or not show any signs of wear.

 

We will be unable to accept the return of any item where there is evidence that these conditions have not been followed. We accept returns either by bringing the item to our physical store or by delivering the item back to us, letting us know beforehand as to why you are returning the item.

Please return all items to:

Luxor, 47 Wellfield Road, Roath, Cardiff, CF24 3PA

The item is your responsibility until it reaches us. For your own protection, we would recommend that you send the parcel using a delivery service that insures you for the total value of the goods or to bring the parcel to us yourself. The cost of returning the item to us is your responsibility.

Once your order is received you have 7 days to return the goods for a full refund or exchange to the value of the returned goods.

Faulty Items

If the item you received is faulty or damaged, immediately contact us quoting your order number, name and address, details of the product and the reason you are returning it, and whether you require a refund or a replacement. We will then advise you on how to proceed with returning the item.

If I Received the Wrong Item

If the item you received is not what you originally ordered, immediately contact us quoting your order number, name and address, details of the product and the reason you are returning it, and whether you require a refund or a replacement. We will then advise you on how to proceed with returning the item.

Refunds

We process all successful refunds within 7 working days of receiving your item back, please allow us time to check the item for what issues you described. Note, all items are checked and documented before sending them to you.

A refund will only be issued via the method you originally paid by.

This refund policy does not affect your statutory rights.