Help

How do I know if my order qualifies for free delivery?

Every UK purchase, large or small currently qualifies for our free standard delivery in the UK

Do I need to create an account to shop with you?

No - you don't need an account to shop with us.

What is the delivery time scale?

Free Delivery

1st Class Royal Mail

This service usually takes 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.

Next Day Delivery

Only £1.95
Online tracking facility.
Orders placed before 4:30pm 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 4:30pm, 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

When will my order be processed?

We process and despatch all orders received before 4:30pm 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 If I order a next day tracked delivery when will my order arrive?

All orders placed before 4:30pm 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 4:30pm 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 standard delivery 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, however primarily use Royal Mail. 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

Can I alter my delivery address after ordering?

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

What happens if an order is lost in transit?

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 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.

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.

How do I return an item?

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

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.

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 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

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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.

What happens if an order is lost in transit?

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?

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

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?

Where can I read your full terms & conditions?

You can read all of our terms & conditions here.