Delivery & Returns
Coronavirus Update: LUX FIX is open, and our designers are shipping orders as usual!
Returns: If you are struggling to return items due to self-isolation, please contact Cinderella@lux-fix.com or call us on 0203 540 6180. We can now offer a ‘pick-up from home’ courier option, and an extended returns period where needed. Please get in touch, we are here to help!
Express Delivery: We have suspended our next day service for the time being to give our designers & delivery partners more time to fulfil orders in these difficult times
We want you to love your purchase. If you are not 100% happy for any reason, you can request a no quibbles return via the My Account section of our website 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.
Please note, items purchased on LUX FIX are dispatched directly from the designer's studios so orders from different brands will arrive separately. Thank you for supporting our fabulous boutique designers!
We offer free standard delivery in the UK (2-5 working days) and free UK returns.
For faster UK delivery we offer an express service using Royal Mail Special Delivery, courier or equivalent:
Next day express service: Order before midday, Monday-Friday only, £8
Europe: £15 per boutique designer. Delivery time is 5-7 working days.
North America: £20 per boutique designer. Delivery time is 7-10 working days, duties and taxes may apply on import.
Australia / NZ: £20 per boutique designer. Delivery time is 7-10 working days, duties and taxes may apply on import.
Rest of World: £20 per boutique designer. Delivery time is 7-10 working days, duties and taxes may apply on import.
If you wish to return your purchase we ask that you request a return via the My Account section of our website or call +44 203 540 6180 to return the item within fourteen days.
Our customer service magicians 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 (mainland), a pre-paid and pre-addressed Collectplus drop off return label (this will be emailed Monday-Friday 8.30am-5.30pm). If you are outside the UK mainland (or in an area not covered by Collectplus / MyHermes), you will be responsible for the return shipping charge.
If you are returning items to multiple LUX FIX designers, please request a separate return label for each one in 'My Account'.
Collect+ is a convenient service that allows you to drop the item you wish to return into any of the 7,000+ Collect+ drop off locations, 7 days a week - no more waiting hours for the courier!
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.
WHY DON'T YOU OFFER A LONGER RETURNS PERIOD?
Because our boutique designers are small businesses, they only create very limited numbers of their designs. If an item that you've bought isn't quite right, they our designers will be hugely grateful if you can get it back to them as soon as you possibly can (it might well be the last one that they have available in that size!)
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.
Unfortunately we are not able to offer exchanges. If you would like to try a different size or colour, please create a return and re-order in a different size.