Delivery & Returns
LUX FIX offers free delivery & returns to the UK. We want you to love your purchase. If you are not 100% happy for any reason, please email us on firstname.lastname@example.org or call +44 203 540 6180 and one of our Customer Service Magicians will deal with any exchanges, fill in your returns form and email you the correct paperwork.
We offer free standard delivery in the UK (2-5 working days) and standard worldwide delivery using Royal Mail or equivalent.
Rest of World: £20
For faster UK delivery we offer an express service using Royal Mail Special Delivery, courier or equivalent:
- UK: next day Express Service - Order before midday, working days only - £8
As LUX FIX is an online marketplace connecting designers with customers, we are not directly involved with the shipping of products purchased on LUX FIX. The lead time for delivery (most products are In Stock, but some are Made to Order) can be viewed on each product page. Please note, items are dispatched directly from the designer's studios so orders from different brands will arrive separately.
If you wish to return your purchase we ask that you contact our customer service team by email (email@example.com) or call +44 203 540 6180 to return the item within fourteen working days of receipt.
They will email you a completed return form, including the address of the designer's studio to return the item, and, if you are in the UK, a pre-paid and pre-addressed delivery voucher. For your convenience, we use a CollectPlus delivery service available to all UK customers for returning orders from over 5,500 local drop off points.
Collect+ is a convenient service that allows you to drop the item you wish to return into any of the Collect+ stores, 7 days a week - no more waiting hours for the courier! Then all you need to do is visit one of the Collect+ stores, drop off your item and collect your receipt. It couldn't be easier.
Once you've returned the item to the designer's studio we will refund the full value of your order within 14 days.
Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box.
We are unable to accept returns for items which have been created to a customer's specification. For reasons of hygiene, we are unable to refund pierced earrings and swimwear if the adhesive strip has been removed.
If you have received a faulty product please contact us within 28 Business Days of the date of receipt.
For more information on our Delivery & Returns policy, please go to our T&Cs.
Returns outside these time frames may be accepted at the discretion of LUX FIX and our designer partners, and may only be refunded as a store credit.
HOW CAN I RETURN MY ORDER IF I DON'T WANT TO USE THE FREE UK RETURNS LABEL?
If you are returning an order, originally delivered to a UK address, but you don't want to use the free returns service provided by LUX FIX then the method and cost of return are your responsibility. If you do choose your own method of return it is important that you use a postage method that provides tracking for the parcel, so that you can prove when the goods have been received back to the designer's studio. Until the goods are proven to have been received by the designer's studio they are the responsibility of the sender, and if lost in transit it would be your responsibility to make a claim with the shipping provider.