Customer Care Centre

  • UK Delivery
  • International Delivery
  • Returns
  • How to Shop
  • Contact
  • Frequently Asked Questions
  • Privacy
  • Terms & Conditions
 

Have a question?
Don't worry, we're here to help!

Our care centre has been designed to help you with the common queries you may have from shopping with us. Whether you have a query about delivery, or would just like to know more about our privacy policy, you can find these answers with just a few clicks!

Getting started

Getting started couldn't be more simple! Just select the type of query you have by clicking on the relevant link to the left. You will then be able to select a number of different queries.

Have we missed something?

If you can't find the answer you're looking for, feel free to get in touch and our friendly customer care team will do all they can to resolve your query!

Any problems?

Please note, our interactive help centre requires JavaScript to be enabled.

 
 

UK Delivery

  • 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
  • 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 £150 you receive a free upgrade to our tracked next day delivery service.
  • 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.

    Tracked Next Day Delivery

    Only £2.95 (or FREE for orders over £150.00)!
    Online tracking facility.
    Orders placed before 5:00pm Monday - Friday will arrive the next working day.
    Orders placed on Saturday or Sunday will arrive on Tuesday.

  • If I select a next day delivery on a Friday when will my order arrive?
    For tracked next day orders placed on a Friday before 5:00pm, delivery will take place on Monday, this being the next working day. However should you want a Saturday delivery please select this at checkout - please select "Saturday Delivery" at the checkout.
  • When will my order be processed?
    We process and despatch all orders received before 5:00pm on the same working day (Monday - Friday). Please see our delivery tables here for the expected delivery times
  • 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.
  • If I order a next day tracked delivery when will my order arrive?
    All orders placed before 5:00pm Monday - Friday on our next day tracked service will arrive the next working day.

    If you have selected the Saturday delivery option and placed your order before 5:00pm on Friday, you order will arrive on Saturday.
  • 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.
  • How is my order processed if I order after the 5:00pm deadline for next day tracked delivery?
    For all orders placed during those times your order will be processed on Monday and dispatched on Monday. Please be aware of any impending UK bank holidays when placing orders
  • 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 a tracked International service. Following purchase, if applicable, we will email you with the tracking number and details.
  • Which courier do you use?
    We use a range of couriers such as Royal Mail, Yodel 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.
  • 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.
  • 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.
  • 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
  • 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
  • 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
  • Can you deliver to my 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.
  • 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.
  • 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
  • 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
  • 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. Additionally, if you cancel an order after it has been despatched from our offices, but before it has been delivered, a cancellation fee may be incurred. Again, these are levied by our couriers and are outside of our control.
 
 

International Delivery

  • 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.
  • 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.
  • 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.
  • Can you deliver to my 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.
  • 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.
  • Is there an option for next day delivery?
    We do not currently offer a next day delivery option to International destinations.
  • Can I track my order for deliveries outside of the UK?
    Your order will be sent with tracking; please contact us for details.
  • 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.
 
 

Returns

  • 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.
  • 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.
  • 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.
  • We comply with the Consumer Contracts Regulations.
    We are proud to comply with the Consumer Contracts 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.
  • 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.
    Please note that we are unable to take responsibility for orders sent back to us by any means other than our pre-paid returns label. This is included with every order, but if you need a replacement pre-paid returns label please email our customer care team who will be happy to help.
  • 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.
  • What goods can I not return?
    We are unable to exchange or refund on personalised goods (for instance, a wallet with embossed initials), unless the item is faulty.

    For hygiene reasons, items of underwear or pierced jewellery cannot be returned if the original hygiene seal has been broken, unless the item itself is faulty.

    Please note, this policy does not affect you stuatory rights in relation to fault or incorrectly described goods. Your right to cancel orders under the Consumer Contracts Regulations is unaffected
  • Can I return personalised goods?
    In line with the Consumer Contracts 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.
 
 

Christmas

  • If I order a present today can I return it after Christmas or in the New Year?
    Absolutely no problem! Any item purchased can be returned after Christmas or in the New Year for a full refund, providing the item is in an unused conditio, less any delivery charges incurred. In addition, should any gift be unwanted, at Pureluxuries.com we make the returns process very simple, and completely free within the UK! We accept Christmas returns up to and including the 14th January 2017
  • If I order an item for Christmas as a gift for someone, can they send the item back for a refund or exchange?

    Again this would be fine. Anyone can send a product back for free (within the UK), using the delivery note that comes with all purchases for a full refund or exchange provided the product has not been used.

  • When ordering a gift that is to be delivered to someone else, can you remove the price from the invoice?
    Our invoices do not display the price of the item ordered, so you don't have to worry about this being discovered!
  • How long after Christmas do I have to return items?

    We are currently accepting returns on items purchased over the Christmas period up to and including the 14th January 2017.

 
 

How to Shop

  • 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 and scrolling down to the section titled "SIZE & INFO".
  • Do I need to create an account to shop with you?
    No - you don't need an account to shop with us.
  • 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.
  • 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.
  • 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
  • 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
  • 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.
  • Why has my payment has 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.
  • 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
 
 

FAQ

  • 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.
  • 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.
  • Why has my payment 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.
  • 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.
  • 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
 
 

Privacy

  • Where can I read your full privacy policy
    You can read our full privacy policy here
  • 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
  • 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.
  • 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.
  • 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.
  • Do you use cookies?
    We use cookies to provide functionality to the site such as the shopping basket.
  • How do you protect my bank details?
    Our site is protected with SSL encryption. 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.
 
 

Terms & Conditions

 
 

Christmas Delivery & Returns

  • If I order a present today can I return it after Christmas or in the New Year?
    Yes, absolutely no problem, we accept Christmas returns up to and including the 14th January 2017.

    Any item purchased can be returned after Christmas or in the New Year for a full refund, providing the item is in an unused condition. In addition, should any gift be unwanted, at Pureluxuries.com we make the returns process very simple, and completely free within the UK!
  • If I order an item for Christmas as a gift for someone, can they send the item back for a refund or exchange?
    Again this would be fine. Anyone can send a product back for free (within the UK), using the delivery note that comes with all purchases for a full refund or exchange provided the product has not been used.
  • When ordering a gift that is to be delivered to someone else, can you remove the price from the invoice?
    Our invoices do not display the price of the item ordered, so you don't have to worry about this being discovered!
  • How long after Christmas do I have to return items?
    We are currently accepting returns on items purchased over the Christmas period up to and including the 14th January 2017
 

Cookie Use
To provide the best possible experience, Pure Luxuries uses cookies. If you continue to use this website, you consent to receive cookies on Pure Luxuries. More Info Close