PLEASE EMAIL US FOR ANY INQUIRES OR ORDER UPDATES.
CONTACTMISSLUXE@GMAIL.COM - OUR ONLY INSTAGRAM ACCOUNT IS @MISSLUXE.X & OUR BACKUP @MISSLUXE.X2
Q: I'm unsure of sizing. What do I do?
We list all of our items in standard UK sizes, we will state in the description if something runs small or large. If you would like to request measurements or size advice, please feel free to email us.
Q: How quick is UK shipping?
Please check if your item is a pre order (shipping time in description) or in stock. We ship all parcels with Royal Mail. These are the estimated delivery times:
FIRST CLASS: 1-3 working days.
SECOND CLASS: 3-5 working days.
NEXT DAY (Mon-Fri): Must be ordered before 2:30pm. Excludes Saturday delivery - this is available upon request.
(example - if you order Wednesday at 3pm, your order will not be posted until Thursday so you would receive it Friday - cut off time is stated on the delivery option)
POSTAGE IS NON REFUNDABLE
Please note, orders outside of UK mainland may take slightly longer. We can not guarantee these time frames but they are met 99% of the time, external factors may cause delays.
Q: How do I track my order?
Orders are only trackable if tracked postage or next day delivery is selected at checkout in which case you will receive a dispatch email with a tracking number attached. If you select standard postage all parcels have delivery confirmation so you can contact us for your reference number as you can keep an eye on any delivery attempts, when delivered or arrange a redelivery if need be on the Royal Mail tracking website.
Q: How quick is International shipping?
We currently use Royal Mail for all International orders (anywhere outside of the UK) Ireland and Europe usually takes 5-7 working days and 10-14 working days for everywhere else. (Please note if you order a pre order item, add this time on top). We do have express services available upon request. International parcels may face destination-based delays.
Q: If I am outside of the UK, will I have customs fees?
It is likely if your order is for a couple of items or larger that the courier may charge you customs fees - we have no control over this and this is the responsibility of the customer to pay for to ensure goods are delivered.
Q: Do you ship outside of Europe?
Currently our website only accepts orders from the UK, Ireland and Europe but we do ship internationally. This is not on our website as an option as the cost of postage depends where you are based and how heavy your order is so if you wish to order from us please send us an email at contactmissluxe@gmail.com with your address and what you would like to order. We will then proceed with payment securely through our website once postage has been worked out and added to the price. This prevents you from paying too much or too little, you can choose the courier and express shipping if desired. (We still accept discount codes this way!)
Q: What are your payment methods?
We accept all major debit and credit cards via our payment provider Stripe. We do not accept Paypal or any 'Buy now, Pay later' services.
Q: I made a mistake & need to change my order details. What do I do?
Our website will make you check your order details & personal details twice before checking out. If you have still made a mistake please email us immediately within three hours of ordering so we can make changes. We can not change details after dispatch.
Q: Where is my order?
(For order updates, please email) Once your order is placed, we will dispatch it within 24 hours if this is an in stock item - all orders after 2:30pm will be dispatched the next working day. Your order will be with you within the delivery time frame selected, if this time passes with no successful delivery please contact us. We can not select delivery times or leave special instructions with the courier - if you miss the parcel a card will be left from the courier and it will be your responsibility to arrange a re-delivery or collection. Please note if you order a pre order item the dispatch time is longer and you can request an update via email.
Q: I am missing items from my order. What's going on?
Please note if you order a mix of items - e.g. a pre order and an in-stock item, they may be dispatched separately and you will have separate dispatch emails to reflect this. Occasionally if a large order is placed we will send in separate parcels.
Q: The item I want is out of stock, what can I do?
If we run out of stock of a particular item we may list the item available to Pre Order until our next stock drop (usually no longer than 7-14 working days) we will make a pre order live as soon as we can but you can always contact us to request a Pre Order. In the event of discontinued or sold out products, we will check if we have any available but sadly will not be restocking.
Q: I'm unhappy with my order. What can I do?
As per our terms & conditions we currently operate on an exchange only policy. If you simply need a different size in the item please email us with 'Exchange' in the title and let us know what size you now need and we will send you details to return and will ship a new one out to you. If you would like a different item all together this can be arranged, if this is cheaper than the original item we will refund the difference (minus original postage and exchange postage), or if this item is more expensive we will require the difference paid. You can also request a credit note if you would rather wait or pass this on to a friend.
PLEASE NOTE - if you wish to exchange the item must be in pristine condition. Not worn, no marks, no smells and no hygiene labels removed. If we suspect the item has been deliberately damaged it will be returned to sender. We do not exchange jewellery for hygiene reasons. All exchanges must be received within 14 working days.
Q: I have received the wrong order and / or a damaged item. What can I do?
In this case, please contact us immediately with your order number and pictures of the item received - we will investigate with our courier and ship a replacement immediately. If this is not reported within a week of receiving the item we will not act to replace it.
Q: What happens if my parcel doesn't arrive, says delivered but hasn't been received or arrives damaged?
In the rare case your parcel does not arrive, the tracking states delivered but it has not been received or arrives damaged an official case will be opened with Royal Mail where this will be investigated. We can replace items but we can not process refunds until Royal Mail have declared it as lost / damaged etc as this is policy.
Q: How do I wash / care for my products?
We have a handy guide HERE. :)
Q: Can we collab?
Please check out this page
HERE for more information. :)
