Answer for:
How do I know if my order qualifies for free delivery?
Every UK purchase, large or small currently qualifies for our free 1st class delivery in the UK.
Answer for:
If I order more than 1 item is delivery still free?
Yes it is! Order as many items as you like and delivery is still free. In addition, once you spend over £75 you receive a free upgrade to our next day tracked delivery service.
Answer for:
What is the delivery time scale?
Free Delivery
1st Class Royal Mail
This Royal Mail First Class Delivery service usually arrives the next working day, but can take up to three working days to arrive. The majority of our orders choosing the free delivery service use the Royal Mail First Class Delivery network.
Guaranteed Next Day Delivery
Online tracking facility.
Email alert to inform you of the expected delivery timeslot.
Orders placed before 5 pm Monday - Friday will arrive the next working day.
Tracked Saturday delivery option available for £7.95 (or £5.00 for orders over £75)
Safeplace Option - nominate a 'safe place', where the parcel can be left if you are not home when the delivery is attempted.
Orders placed on Saturday or Sunday will arrive on Tuesday.
Answer for:
When will my order be processed?
We process and despatch all orders received before 5pm on the same working day ( Monday - Friday ). Please see our delivery tables here for the expected delivery times.
Answer for:
How do I know if my order has been shipped?
As soon as your order is despatched we will send you an email to confirm that it's on its way. It should then be delivered within the time-scale as detailed in our delivery tables here.
Answer for:
If I order a next day tracked delivery when will my order arrive?
All orders placed before 5 pm Monday - Friday on our next day tracked service will arrive the next working day.
Answer for:
Does my order have to be delivered to my house?
Not at all! We can deliver to your work, home, or any other address that suits you best.
Answer for:
How does the 'Safeplace' option work?
Ideal for items that won't fit through your letterbox. This service simply allows you to nominate a 'Safeplace' where your parcel can be left if you are not at home when delivery is attempted
The Safeplace option significantly helps us to deliver our orders on a first time basis, and our members like it because it removes the need for them to wait in for delivery of large items in person.
Answer for:
How is my order processed if I order after the 5 pm deadline for next day tracked delivery?
Orders placed after 5pm will be processed and despatched the following day. For example, an order placed after 5pm on a Monday for next day tracked delivery will arrive on the Wednesday.
Please note: If the order is placed after 5pm on a Thursday for next day tracked delivery, it will be processed on Friday and delivered the next working day, in this case, Monday. Should you require a Saturday delivery, please select the Saturday delivery option on checkout.
Answer for:
Can I track my order?
This option is not available using the Royal Mail 1st class service, however, you can track a delivery if you opted for a next day tracked service or the international Airsure service. Following purchase, if applicable, we will email you with the trace number and details.
Once you have your tracking details you can either log on to the Royal Mail or DPD website, or alternatively visit our tracking page.
Answer for:
Which courier do you use?
We use a range of couriers such as Royal Mail, DPD and Interlink. We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your order.
Answer for:
What if I'm not in when you deliver?
If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you exactly how you can pick up your order or to arrange for re-delivery.
Answer for:
What if my order hasn't arrived?
Should you purchase not be delivered in the expected time-scale please contact our customer care team where we will assist further.
Answer for:
What if only part of my order has arrived?
Should there be any problem with your delivery contact our customer care team as soon as possible where we will gladly assist.
Answer for:
What happens if I place an order on a Bank Holiday?
Any orders placed on a Bank Holiday will be despatched the following working day.
Answer for:
Do you deliver on a Bank Holiday?
We do not deliver on a Bank Holiday so please be aware of any upcoming Bank Holidays upon ordering.
Answer for:
Do you deliver to work addresses?
We can deliver to your residential address or your place of employment but we do not deliver to a PO Box address for security purposes.
Answer for:
Where is my order?
On rare occasions postal delays can be experienced, which are outside of our control. We understand the frustration and disappointment that can be caused by postal delays. We try our very best to locate your parcel, making the process as simple and hassle free as possible. If you have not received your parcel with the expected time scale, then please notify us via email.
Answer for:
What if I live in a rural area?
We cannot guarantee delivery within our usual timescales to a small number of remote rural areas. Please contact us for further details if you feel you fall within this category.
Answer for:
What happens if an order is lost in transit?
The majority of parcels arrive soon after the estimated delivery date, so if your parcel cannot be located at your local Royal Mail Collection Depot then please allow ten business working days from the expected delivery date for delivery. Before this time, we are unable to file the order as lost in transit.
If your parcel does not arrive within the ten working days after the expected delivery date then please contact us via email. We will try our very best to resolve the problem as efficiently and hassle free as possible.
Answer for:
If I select a guaranteed next day delivery on a Friday when will my order arrive?
For tracked next day orders placed on a Friday before 5pm, delivery will take place on Monday, this being the next working day. However should you want a guaranteed Saturday delivery service this option is available at an additional charge of £5.00.
Answer for:
Can I alter my delivery address after ordering?
If you need to alter your delivery address after ordering, we recommend contacting our customer support staff. Whether we are able to alter your delivery address after ordering depends on a number of factors.
If your order hasn't been despatched yet: In this situation, we will usually be able to amend your delivery address. However, if there is a signficant alteration to your delivery address, we may not be able to due to security reasons.
If your order has been despatched: If your order has been sent with Royal Mail 1st class, we will be unable to change your address once it has left our offices. If your order has been sent via Interlink\DPD, we may be able to alter your address provided it passes our security checks as above. Additionally, our courier may levy an additional fee to change the address of a despatched item, plus any additional costs incurred e.g. Saturday delivery. We cannot be held responsible for any orders lost in transit due to incorrect delivery details.
Answer for:
What if I'm not in when you deliver?
If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you exactly how you can pick up your order or to arrange for re-delivery.
Answer for:
What if only part of my order has arrived?
Should there be any problem with your delivery contact our customer care team as soon as possible where we will gladly assist.
Answer for:
What if my order hasn't arrived?
Should you purchase not be delivered in the expected time-scale please contact our customer care team where we will assist further.
Answer for:
Do you deliver to work address?
We can deliver to your residential address or your place of employment but we do not deliver to a PO Box address for security purposes.
Answer for:
Will I be charged customs and import charges?
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
We have no control over these charges. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Answer for:
Is there an option for next day delivery?
We do not currently offer a next day delivery option to International destinations.
Answer for:
Can I track my order for deliveries outside of the UK?
If you select DPD International you will be able to track your order, as this service allows for online tracking.
Answer for:
Do you deliver to freight forwarding services?
In general, we do not deliver to freight forwarders. If, at our discretion, we do deliver to a freight forwarder, we cannot be held responsible for any loss or damage to your order.
Answer for:
How do I return an item?
At pureluxuries.com we do our absolute best to ensure complete satisfaction for every customer.
Should you wish to return any item we try to make the process very simple. For UK Returns, please visit our dedicated UK Returns centre. For International Returns, please visit our dedicated International Returns centre..
Answer for:
What do I do if I have lost my returns note?
If you have lost your returns note and wish to return an item, please contact our customer care team.
Answer for:
How will I know you have received my returned order?
When we have received your returned goods we will email you to inform you of the progress of your return.
Answer for:
We comply with the Distance Selling Regulations.
We are proud to comply with the Distance Selling Regulations and work hard to lead by example with our level of customer service. We fully honour the cooling off period and if you have any queries or questions regarding your order, please don't hesitate to get in touch.
Answer for:
What happens if my returned item is lost in transit?
Please note, that returned items are your responsibility until they reach our warehouse. We recommend you obtain proof of sending as well as using a courier that insures your return for the value of the goods. If an item is lost in transit on its way back to us when using our free returns service, please contact customer support.
Answer for:
What if I'm outside of the standard returns timeframe?
Returns outside our standard timeframes may be accepted at the discretion of Pureluxuries and may only be refunded as a store credit.
Answer for:
What goods can I not return?
We are unable to offer an exchange or refund on certain items unless they are not as described or are faulty. For reasons and hygiene we are unable to exchange or refund the following products:
- Pierced earrings unless faulty.
- Underwear unless the tags are still in place and packaging remains unopened and undamaged (unless faulty).
- Personalised goods (for instance, a wallet with embossed initials), unless the item is faulty.
Please note, this policy does not affect you stuatory rights in relation to fault or incorrectly described goods. We fully comply with the Distance Selling Regulations.
Answer for:
Can I return personalised goods?
In line with the Distance Selling Regulations, we cannot offer refunds or exchanges on made to order goods, such as a personalised wallet or bag, unless the item itself is faulty.
Answer for:
How do I search for a product?
In order to search for an item, first select the box on the top right of the Pure Luxuries website. After entering your search terms, you can submit your search by either pressing return or clicking the arrow located next to the search box.
Answer for:
Where do I find the size information for a product?
If your product has size information, you can view by first clicking through to the main product page (your URL bar will display something like www.pureluxuries.com/product-info/your-product). Now, click on the tab labelled "SIZE & INFO" to the left of the product images.
Answer for:
Do I need to create an account to shop with you?
No - you don't need an account to shop with us.
Answer for:
How do I sign up for your newsletter?
To keep up to date with our special offers and for new product range releases, you can sign up for our newsletter. To do so, click on "Join Now" on the top left of the Pure Luxuries website or click here.
Answer for:
How do I pay for my order?
To pay for your order, simply go to your shopping bag and proceed through the checkout. When you have entered your shipping etc details, you will be taken to our secure payment processing partner, Sagepay. Here you can choose a payment method and pay with absolute security.
Answer for:
When will I be charged?
You will normally be charged immediately. In the case of e-cheques, it can take seven to nine working days for it to clear.
Answer for:
Will an item be restocked?
From time to time some of our items may sell out or otherwise become out of stock. If this is the case, we will usually try to source more - however, it is not always possible for us to secure more stock if, for example, the item has since been discontinued. However, you can sign up for a free stock alert on the main product page for any item that is out of stock. In this case, if we do receive more stock you will be notified via email immediately.
Answer for:
Do you have a catalogue?
As a purely online business, we focus our efforts on providing the best online shopping experience we can. Our stock is rapidly changing and we can add dozens of new lines a day. As such, we unfortunately do not have a printed catalogue; however, you can view our entire product range online.
Answer for:
Why has my payment been declined?
This can happen for a number of reasons. We want you to be able to shop at Pure Luxuries with great ease, and will do all we can to resolve any difficulties. Firstly try checking the card details entered such as the start date, security code, and card type are correct and your billing address is the same one the card is registered to. If the problem persists please contact us and we will gladly help.
Answer for:
What currencies do you accept?
You can pay using any currency; however, at the time of checkout, this will be converted to the full GBP amount by your card issuer. Please note, any currency exchange commission and the conversion rate itself is set by the card issuer. We have no control over this and are not liable for any additional costs incurred.
Answer for:
Where do I find the size information for a product?
If your product has size information, you can view by first clicking through to the main product page (your URL bar will display something like www.pureluxuries.com/product-info/your-product). Now, click on the tab labelled "SIZE & INFO" to the left of the product images.
Answer for:
How do you protect my bank details?
Our site is protected with SSL encryption from the world's leading SSL experts, Verisign. Additionally, all of our payments are securely processed with Paypal or Sagepay, ensuring that all of your credit card details are processed with absolute safety.
Answer for:
What happens if an order is lost in transit?
The majority of parcels arrive soon after the estimated delivery date, so if your parcel cannot be located at your local Royal Mail Collection Depot then please allow ten business working days from the expected delivery date for delivery. Before this time, we are unable to file the order as lost in transit.
If your parcel does not arrive within the ten working days after the expected delivery date then please contact us via email. We will try our very best to resolve the problem as efficiently and hassle free as possible.
Answer for:
Do you deliver worldwide?
We currently deliver to a number of international destinations. We deliver throughout the UK and the Republic of Ireland, as well as Belgium, France, Monaco, Germany, Luxembourg, Netherlands, Austria and Denmark.
Answer for:
Why has my payment has been declined?
This can happen for a number of reasons. Of course we want you to shop at pureluxuries and will do all we can to resolve any difficulties. Firstly try checking the card details entered such as the start date, security code, and card type are correct and your billing address is the same one the card is registered to. If the problem persists please contact us and we will gladly help.
Answer for:
What currencies do you accept?
You can pay using any currency; however, at the time of checkout, this will be converted to the full GBP amount by your card issuer. Please note, any currency exchange commission and the conversion rate itself is set by the card issuer. We have no control over this and are not liable for any additional costs incurred.
Answer for:
What if I'm outside of the standard returns timeframe?
Returns outside our standard timeframes may be accepted at the discretion of Pureluxuries and may only be refunded as a store credit.
Answer for:
Where can I read your full privacy policy?
You can read our full privacy policy here.
Answer for:
Do you share my details?
We will never rent or sell your details to any third parties.
Additionally, we only share your details with third parties that are crucial to completing your order. For example, we pass your delivery address to the delivery company (e.g. Royal Mail) in order to ensure you receive your order.
Answer for:
How do you protect my details?
We protect your details by only working with established, reputable companies to complete your order. Additionally, our website is protected with high-grade SSL security.
Answer for:
What details do you store?
Before you place an order:
We do not store any personally identifiable information. We record details such as how many times a particular item has been viewed.
As you place an order:
As you are placing an order, we begin to collect information such as your email address. This is used to contact you in the case of any problems with your order.
After your order is complete:
We store details such as your delivery address and contact details, as well as what you have ordered. This is used incase you experience any problems with your order in the future.
Answer for:
Will you email me?
If you sign up for any of our additional services e.g. the gift reminder service or free stock alert, we will email you as requested. If you've placed an order with us or we may email you occasionally with special offers. However, you can request we don't send you any further emails at any time.
Answer for:
Do you use cookies?
We use cookies to provide functionality to the site such as the shopping basket.
Answer for:
How do you protect my bank details?
Our site is protected with SSL encryption from the world's leading SSL experts, Verisign. Additionally, all of our payments are securely processed with Paypal or Sagepay, ensuring that all of your credit card details are processed with absolute safety.
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